Creating a culture of accountability in professional service firms is a significant challenge. Many firms struggle with implementing an effective framework and process for being accountable.

Challenges in Accountability

A major hurdle is maintaining accountability in director or partner meetings. It’s difficult to hold others accountable when you haven’t fulfilled your own commitments. These meetings should only address serious issues requiring escalation.

Committees also struggle with accountability as members may shift responsibility. It’s more effective for a single individual to be accountable, even if they delegate tasks. This person must ensure that tasks are completed.

Steps to Create Accountability

1: Define Clear Outcomes:

Set specific outcomes with associated actions and deadlines. This applies to individual performance, team management, or firm responsibilities. Establish monthly or even weekly goals as needed.

2: Regular Reporting:

Require periodic reports covering:

• Achievements during the period
• Unmet goals and reasons, along with corrective actions
• Plans for the next period
• Issues or concerns about meeting outcomes

3: Review Meetings:

When performance is off track, schedule a meeting with the managing director or partner to review and agree on further actions. Regular follow-up meetings may be needed to track improvements.

4: Escalation Process:

If an individual consistently fails to meet deadlines or outcomes, involve the firm’s executive to discuss performance and required actions. This often creates sufficient peer pressure to improve performance. Persistent issues may require additional meetings with the managing director or executive.

Maintaining Accountability

The goal is to ensure no one can evade accountability. Clear expectations and consistent monitoring foster a strong accountability culture. If someone repeatedly ignores the process, the executive must address the behaviour firmly, regardless of the person’s seniority. Continued failure to comply may warrant serious reconsideration of their role in the firm.

No Threats Required

The process should never be threatening. The escalation should be transparent, with everyone understanding why it’s happening and what is expected.

Consistency is Key

Many firms falter in maintaining accountability due to time constraints or reluctance to confront issues. To build a lasting accountability culture, consistency in implementing and following the framework is crucial.

Start by setting clear outcomes, defining actions, and establishing deadlines. Implement a robust reporting process and engage in regular follow-up conversations. The results may exceed your expectations.

David Smith conducts firm reviews and facilitates the development of strategic plans and business plans. Contact David at [email protected] to explore how he can help your firm.