Transferring Lean into government.

The article offers information on a research conducted by the author related to implementation of Lean approach, a business process improvement methodology (BPIM) in Great Britain's HM Revenue & Customs (HMRC) department. It states that Lean was applied to redesign customer service delivery process, change management processes and mindsets of leaders and staff. For evaluation of Lean, ten websites of HMRC were identified by the Pacesetter Programme Office along with interviews of 296 employees. It highlights that many employees felt that Lean was imposed and the front line staff had no say in its implementation. It reports that employees paid attention to increasing productivity and preventing errors rather than focusing on customer needs and their own motivation level.