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Lean and mean in the civil service: the case of processing in HMRC

Author

Listed:
  • Bob Carter
  • Andy Danford
  • Debra Howcroft
  • Helen Richardson
  • Andrew Smith
  • Phil Taylor

Abstract

The public sector has been importing private sector methods and practices aimed at generating efficiencies and cost savings. However, the consequences of these changes on the working lives of civil servants are under-researched. This article uses detailed fieldwork to investigate the impact of Lean on labour processes in HM Revenue and Customs (HMRC). We argue that Lean has a detrimental effect on employees, their working lives, and the service that is provided to the public. The consequences of Lean on public sector work are highly problematic, which is of serious concern given its progressive impact on other civil service departments in the UK.

Suggested Citation

  • Bob Carter & Andy Danford & Debra Howcroft & Helen Richardson & Andrew Smith & Phil Taylor, 2011. "Lean and mean in the civil service: the case of processing in HMRC," Public Money & Management, Taylor & Francis Journals, vol. 31(2), pages 115-122, March.
    • Handle: RePEc:taf:pubmmg:v:31:y:2011:i:2:p:115-122
    DOI: 10.1080/09540962.2011.560708
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    Cited by:

    1. Höglund Mats, 2016. "The importance of staff to the efficiency of the tax agency," Nordic Tax Journal, Sciendo, vol. 2016(2), pages 113-127, November.
    2. Nicola Bateman & Zoe Radnor & Russ Glennon, 2018. "Editorial: The landscape of Lean across public services," Public Money & Management, Taylor & Francis Journals, vol. 38(1), pages 1-4, January.
    3. Lukrafka, Tatiany Oleques & Silva, Diego Souza & Echeveste, Marcia, 2020. "A geographic picture of Lean adoption in the public sector: Cases, approaches, and a refreshed agenda," European Management Journal, Elsevier, vol. 38(3), pages 506-517.
    4. Douglas Martin, 2018. "Lean in a cold fiscal climate: the public sector in an age of reduced resources," Public Money & Management, Taylor & Francis Journals, vol. 38(1), pages 29-36, January.

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