accounting, computerised, 24, 46

Annual Maintenance Visits (AMVs), 13-14, 20-21, 91

appeals, 14
application for certification
     conditions, 5-6
     process, 9-10
assessment
     duration, 15, 16-17
     interviews, 12
     planning for, 11

     what happens during, 16

Assessment Criteria, 4, 11, 12, 34-35
     relationships set out in, 6
Assessment Units, 1

Assessor, 8

audits, case managements, 13

inspections
     initial, 7
     possibility of, 7

     reasons for, 7

Internet access, 67

interviews, 12

IS09000, 1, 2, 4, 15, 21-22
     concurrent assessment to, 21

quotation, 16

records
     backing-up of, 29, 30, 31, 69, 70
     of complaints, 89
     computerised, 70, 72, 86

     court diaries, 70
     maintenance, 32, 69

     manual, 72

     office diaries, 70
     office risk, 77, 82
     personnel, 56, 58, 59

     of review, 87
     storage and archiving of, 36, 80

recruitment, 27, 50

certification, 13, 91
     conditions for applications, 5-6
     process for application, 9-10
     suspension of, 14

     withdrawal of, 14

Civil Procedures Rules, 2

Client Care - A Guide, 89

Client Care Code 1999, 30, 74, 75, 76, 87, 89

client, confidentiality, 6

client consent, 6
     obtaining, 7
     refusal, 8

client liability, 30, 74

complaints, 14, 33, 89

computer systems, 36
     strategy for use of, 38
     use and repair of, 64

computerised accounting, 26, 46

computerised records, 70, 72, 86

confidentiality
     Assessor, 8
     client, 6

     of documents, 6

conflict of interest, 29

corrective action, evidence of, 90

cost quotation, 16

court diaries, 70

cross referral, 40

Self-Assessment Checklist, 10
Small Business Services, 1

Sole Practitioners' Group, 38

Solicitors Costs Information, 30, 74, 76, 87, 89

Solicitors Practice Rules, compliance with, 23

staff
     appointment process of, 50
     evaluations of, 27, 53, 54, 55, 57

          records, 54, 55
     job descriptions, 27, 36, 43, 48, 53, 62

     new post-holders, 27

          information packs, 51
     recruitment, 27, 50

     supervision of, 28, 36, 62

          see also management, 36

     training, 27, 48, 56, 57

          assessment, 57

          records, 56, 58, 59

     training contracts, 48

staff meetings, 60

storage, 36, 80

supervision, 28, 36, 62

suspension of certification, 14

de-mergers, 14

deferral, 13, 91

diaries
     court, 70
     office, 70

documents of confidentiality, 6

Learning Skills Council (LSC), 1, 4, 6

Legal Services Commission, 5

Lexcel Certificate, 1

Training and Enterprise Councils, to be replaced with Learning Skills Councils, 1

'Typical Documentation', 6

employees, see staff
equal opportunity employment, 28, 42

management, 23, 36, 48
     marketing plan, 25
     services, 25
     strategic planning, 24
     structure, 24, 36, 36-37, 43, 51, 62

     training, 58

marketing plan, 1

mergers, 14

networking, 40

non-compliance, 91

non-compliances, 19-20
non-discrimination, 25, 42
     of creed, 32
     of disabilities, 32
     of gender, 32

     of race, 32
     of sexual orientation, 32

office diaries, 70

office risk, 77, 82

withdrawal of certification, 14

personnel
     see records
     see staff

'practice purpose statement', 38