Right-Sizing Your Operations: Why Bigger Isn’t Always Better and Leaner Isn’t Always Smarter

When firms scale operations based on instinct, adding headcount during growth or cutting costs during downturns, they often miss the mark. Right-sizing is not about reacting. It’s about aligning staffing and services with real demand and measurable performance.

What Right-Sizing Really Means

Right-sizing is not about having more or less. It’s about fit. A team that’s too lean cannot meet service expectations. An oversized team introduces idle time, diluted accountability, and unnecessary expense. The right approach uses data to balance delivery and demand across the firm.

Growth Does Not Always Justify Expansion

When firms grow, there is often an impulse to add support roles or outsource more work. But growth does not always mean workflows have changed. Before hiring or expanding contracts, ask if better processes could absorb the load. We’ve found that many firms add people when what they really need is better structure and accountability.

What Happens When Firms Cut Too Far

On the other side, a “lean at all costs” mindset introduces risk. Warning signs include:

• Delays or rising error rates

• Attorneys handling non-billable admin work

• Burnout or turnover in stretched support roles

These are symptoms of misalignment, not efficiency.

Evaluating Fit with Data, Not Guesswork

Mattern engagements focus on quantifying operational load and matching it to delivery models. Key tools include:

• Service volume reporting by location and department

• Workflow and task mapping across admin functions

• Benchmarking vendor cost and performance against usage

• Space utilization tied to hybrid staffing

When the data is clear, decisions are easier to defend and implement.

The Human Factor Still Matters

Right-sizing is not just math. It is about people. Good operations allow for training, cross-coverage, and growth opportunities. Remove all that and you introduce fragility. If one person leaves, the wheels come off.

Hybrid Work Has Changed the Equation

Remote and hybrid staffing models have complicated the idea of “fully staffed.” Many firms now operate with two service footprints: physical and virtual. Right-sizing today must account for both, without duplicating services or stranding users.

How One Firm Right-Sized Without Over-Hiring

A 350-attorney Am Law 200 firm faced pressure to expand operations as workloads shifted post-pandemic. Rather than grow headcount, the firm engaged Mattern to assess workflow efficiency and support coverage. By realigning tasks and increasing cross-departmental support, the firm met rising demand without adding staff or compromising service. 

The Mattern Take

Operational scale should reflect current demand, not outdated assumptions. We help firms assess how work is done, by whom, and with what results, so support services fit the business, not just the budget.

For a grounded conversation about fit, reach out to info@matternassoc.com.