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Lean thinking at Skatteverket
KTH, School of Industrial Engineering and Management (ITM), Production Engineering.
KTH, School of Industrial Engineering and Management (ITM), Production Engineering.
2010 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The Swedish Tax Office, Skatteverket, aims at providing a good service to its customers in order to favor compliance to taxes. The Tax Audit process of businesses plays a key role in this as Skatteverket and the taxpayer interact directly within this process. The focus of this thesis is to apply Lean philosophy to improve the Tax Audit process. Eliminating non value-adding steps, developing visual management tools and implementing a continuous improvement mindset are the tools used to achieve it. This Thesis states the observations of the current situation and develops three projects led by Lean. First one is a customer portal, an online platform which gathers all relevant information about the Audit. Second is the time reduction of an administrative process and last one consists in the improvement of the Pulse meeting. Keywords: Lean in services, Tax Audit, Pulse meeting, visual tools.

Place, publisher, year, edition, pages
2010. , 69 p.
, Degree Project in Production Engineering Management, Second Level, 434
National Category
Engineering and Technology
URN: urn:nbn:se:kth:diva-121634OAI: diva2:619355
Educational program
Master of Science - Production Engineering and Management
Available from: 2013-05-07 Created: 2013-05-03 Last updated: 2013-05-07Bibliographically approved

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