Many unhappy returns : one man's quest to turn arround the most unpopular organization in America - ROSSOTTI (Boston : Harvard Business School Press, 2005)
Many Unhappy Returns tells the remarkable story of how Rossotti transformed the agency's outdated bureaucracy to run more like a twenty-first-century business. Recounting high-pressure congressional hearings, meetings with frustrated taxpayers, encounters with Washington bigwigs, and discussions of turnaround strategies, Rossotti reveals how he led the IRS to improve customer service and combat serious violations of the tax law-all while collecting $2 trillion a year in revenue. From rebuilding trust in the glare of public criticism to overhauling massive but obsolete computer systems, the story shows how real change in a huge organization can be led succesfully.
Keywords: Tax administration and procedures -- United States; United States-Internal revenue service