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

Carter, B; Danford, A; Howcroft, D; Richardson, H; Smith, A; Taylor, P

Authors

B Carter

A Danford

D Howcroft

H Richardson

A Smith

P Taylor



Abstract

The desire to modernise the public sector has led to the import of private sector management methods and practices aimed at generating efficiencies and cost savings; yet, the consequences of these changes on the working lives of civil servants are under-researched. This paper uses detailed fieldwork, based on a national survey and multi-site interviews, to investigate the impact of Lean on public service labour processes in HM Revenue and Customs (HMRC). We contrast our findings with those presented in a previous study of HMRC and 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 grave concern given its impending roll out in other organisations.

Citation

Carter, B., Danford, A., Howcroft, D., Richardson, H., Smith, A., & Taylor, P. (2011). Lean and mean in the civil service: the case of processing in HMRC. Public Money and Management, 31(2), 115-122. https://doi.org/10.1080/09540962.2011.560708

Journal Article Type Article
Publication Date Jan 1, 2011
Deposit Date Oct 6, 2011
Journal Public Money and Management
Print ISSN 0954-0962
Publisher Routledge
Peer Reviewed Peer Reviewed
Volume 31
Issue 2
Pages 115-122
DOI https://doi.org/10.1080/09540962.2011.560708
Publisher URL http://dx.doi.org/ 10.1080/09540962.2011.560708




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