Case study

HM Revenue & Customs

Transforming the UK's tax department through an innovative 'Lean' manufacturing technique

 View the video of this winning case study's MCA Awards presentation

HM Revenue & Customs (HMRC) urgently needed improved productivity, particularly in processing self-assessment tax returns, to meet demanding quality and efficiency targets.

Implementation of ‘Lean’ manufacturing techniques in the automotive sector, based on fast, flexible flow of materials along the production line, and elimination of waste, had proved very successful. HMRC commissioned PA Consulting Group to find out if these results could be replicated through a Lean trial in HMRC.

PA worked with HMRC to establish the key management capabilities required for running a Lean business, including a focus on hourly performance metrics and a culture of performance management and continuous improvement. PA and HMRC staff collaborated to design new ways of working and thereby discover what it means to be Lean. PA trained the staff involved and coached managers individually.

PA’s extended Lean trials have been dramatically successful. Lean is now being fully rolled out and implemented across the self assessment tax return process and is starting to realise the significant benefits outlined in the business case: a minimum 30% gain in productivity, a reduction by half of the time taken to process a tax return, and real improvements in the quality of work being done. Staff and managers were enthusiastic about the new ways of working. As a result of the improvements, HMRC has a strong business case for a full roll-out of Lean.

Click here to watch now

PA's videos are available in flash format designed for Adobe Flash Player version 8 and above.

If you do not have this installed on your computer, please visit the Adobe website now to get the latest version.

 Adobe Flash Player download page (Adobe Web site)