The sheer volume of work piling up in the administrative departments, as well as the number of inaccurate files, was impeding the organisation’s ability to work smartly and effectively. Its ambition was to spend less time on administrative tasks, and more time on checking that tasks had been performed correctly.
The sheer volume of work piling up in the administrative departments, as well as the number of inaccurate files, is affecting the ability of the Customs section to work smartly and effectively. Please help us to solve this problem.
We were asked to support the organisation in redesigning its processes, reorganising its management procedures so as to allow more time for monitoring, and training its people in continuous improvement.
The Dutch Tax and Customs Administration worked together with House of Performance to draw up a plan. This meant first taking stock of the organisation’s current working methods in order to ensure broad acceptance of the plan and to optimise knowledge sharing between members of staff in the offices involved.
Smart interventions led to more time for monitoring
We developed and implemented new standard processes for all the offices involved, including new forms of operational management. We also trained implementation coaches from the Dutch Tax and Customs Administration on site.
One effect of this project carried out by House of Performance is that we now assess and discuss the results on a weekly basis. We can now also view the productivity and throughput times each week, thereby enabling us to discuss things with one another and decide on the most desirable course of action. Pieter Bots, MT member, Haaglanden