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dc.contributor.authorCarter, B.*
dc.contributor.authorDanford, A.*
dc.contributor.authorHowcroft, D.*
dc.contributor.authorRichardson, H.*
dc.contributor.authorSmith, Andrew J.*
dc.contributor.authorTaylor, P.*
dc.date.accessioned2014-04-25T12:31:57Z
dc.date.available2014-04-25T12:31:57Z
dc.date.issued2013
dc.identifier.citationCarter, B. O. B., Danford, Andy, Howcroft, Debra, Richardson, Helen, Smith, Andrew, Taylor, Phil (2013b) Taxing times: lean working and the creation of (in)efficiencies in HM Revenue and Customs. Public Administration, 91(1), 83-97.
dc.identifier.urihttp://hdl.handle.net/10454/5909
dc.descriptionNo
dc.description.abstractThe prevailing economic and budgetary climate is intensifying the search for methods and practices aimed at generating efficiencies in public sector provision. This paper investigates the increasingly popular bundle of techniques operating under the generic descriptor of lean, which promises to improve operational quality processes while simultaneously reducing cost. It offers a critical appraisal of lean as a fashionable component of public sector reform and challenges the received wisdom that it unambiguously delivers ‘efficiencies’. Quantitative and qualitative research in HM Revenue and Customs (HMRC) centred on employees' experiences has indicated the extent to which work has been reorganized along lean principles. However, employees perceive that changes in organizational processes and working practices have unintentionally generated inefficiencies which have impacted on the quality of public service. These suggested outcomes raise wider concerns as lean working is adopted in other public sector organizations.en
dc.subjectREF 2014
dc.subjectLean working
dc.subjectPublic sector reform
dc.subject(In)efficiencies
dc.subjectHM Revenue and Customs
dc.subjectHMRC
dc.titleTaxing times: lean working and the creation of (in)efficiencies in HM Revenue and Customs
dc.typeArticle
dc.type.versionNo full-text in the repository
dc.identifier.doihttps://doi.org/10.1111/j.1467-9299.2012.02073.x
dc.openaccess.statusclosedAccess


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