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A.232 Introducing Lean has helped to streamline key work processes by reducing lead times, increasing productivity, improving quality and establishing standard ways of working which means HMRC is able to provide a much more consistent service to its customers. The frequent and real-time quality checks carried out in teams using Lean ways of working help the department to prevent errors from reaching customers and also to identify and resolve the root causes of problems. Managers and team members are then able to identify any additional training, coaching or mentoring that may be needed. In this way 'continuous improvement' becomes part of everything the department does.

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