Many unhappy returns; one man's quest to turn around the most unpopular organization in America

Reference & Research Book News, Nov, 2005

Many unhappy returns; one man's quest to turn around the most unpopular organization in America.

Rossotti, Charles O.

Harvard Bus. School Press

2005

340 pages

$26.95

Hardcover

HJ2361

Rossotti is not alone in having managed 100,000 employees serving 180 million customers. He is also not alone in succeeding at turning an organization with significant political, management and technological problems into a modern business. His particular claim to fame is that he managed to do this in five years as head of the Internal Revenue Service. While he may not have succeeded at making us all love the IRS, he at the very least saw to it that significantly less of the two trillion dollars it collected each year went into sustaining outmoded operations, pathetically inadequate systems, and entrenched bad management. He describes how he made significant changes and also what remains to be changed, including the tax code and the way elected officials create budgets.

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