Business Services Industry
Many Unhappy Returns: One Man's Quest to Turn Around the Most Unpopular Organization in America.(Brief Article)(Book Review)
Tax Adviser, The, June, 2005 by Fink, Philip R.
* Many Unhappy Returns: One Man's Quest to Turn Around the Most Unpopular Organization in America, by Charles O. Rossotti (Harvard Business School Press, 2005), tells how the former IRS Commissioner transformed the IRS's outdated bureaucracy to run more like a cutting-edge business. Recounting high-pressure Congressional hearings, meetings with frustrated taxpayers, encounters with Washington bigwigs and discussions of turnaround strategies, the author reveals how, under his leadership, the IRS improved customer service and combated serious tax law violations.
From rebuilding trust in the glare of public criticism to overhauling massive but obsolete computer systems, the book shows how real change in a huge organization can be led successfully. 340 pages; $26.95....
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