In 2010 BT undertook a process excellence project – their aim was to improve efficiency and bring down costs within their legal departments, both internal and external. The project was headed by Chris Fowler, General Counsel, UK Commercial Legal Services at BT.

As with all operational excellence projects it wasn’t easy, but the hard work paid off – in two years BT have managed to bring costs down by more than 11%.

Ahead of the ‘Legal Transformation: Process & Project Excellence’ Summit in London this January, Chris Fowler spoke in detail to PEX Network about the project, this is the resulting case study.