Employees' perceptions of the impact of lean organization in HM Revenue and Customs

R. Carter, A. Danford, D. Howcroft, H. Richardson, A. Smith, P. Taylor

Research output: Book/ReportOther report


The following report is based on work carried out by the authors in 2008 at six sites of HMRC. The sites Lothians, East Kilbride, Newcastle, Salford, Cardiff and Leicester were selected as those central to processing work and subject to new Lean procedures implemented by HMRC management. Interviews took place with PCS branch representatives from each of the sites to determine the issues that were pertinent and pressing for their members. From these interviews an 11-page questionnaire was designed and after scrutiny and comments from PCS national officials and branch officers was distributed in early December 2008. The questionnaires were deliberately designed not to lead respondents into particular answers and care was taken to vary the format of questions to allow positive and negative responses to Lean. The size of the sample population in each HMRC workplace reflected broadly the relative size of establishments in the six locations. Questionnaires were given to approximately 15 per cent of the workforce at each site, varying from 600 distributed at Newcastle to 120 at Leicester, and totalling 1650 in all. 840 (51%) were returned. Data was inputted into SPSS and comments transcribed. This report provides a summary analysis of the questionnaire data along with a range of illustrative quotes taken from interviews and staff comments entered on questionnaires. In order to ensure representativeness the quotes have been selected from the full range of work
sites and are chosen as typical views. In the interests of anonymity, names of
participants and their sites are not cited.
Original languageEnglish
Place of PublicationManchester
Number of pages36
Publication statusPublished - Apr 2009


  • civil service
  • labour process
  • work organisation
  • trade unionism


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