In the legal sector, in-house counsel often wish to be fully engaged in all aspects of major matter management and decision-making. This inevitably increases costs as it adds to the hours expended but it can be difficult to avoid if the client is to be carried along by the lawyers’ recommendations. Of course this does not mean that re-engineering is not applicable in such matters – there are multiple work activities that need to be performed in support of these legal ‘stars’, to make them more effective and bring more value to clients – re-engineering can certainly be applied here. In addition, re-engineering the client experience also can improve value to the client and improve service differentiation.