When Charles O. Rossotti became Commissioner of the Internal Revenue Service in 1997, the agency had the largest customer baseaand the lowest approval ratingaof any institution in America. Mired in scandal, caught in a political maelstrom, and beset by profound management and technology problems, the IRS was widely dismissed as a hopelessly flawed enterprise. InMany Unhappy Returns, Rossottiathe first businessperson to head the IRSarecounts the remarkable story of his leadership and transformation of this much-maligned agency. In the glare of intense public scrutiny, he effected dramatic changes in the way the IRS did businessawhile it continued to collect $2 trillion in revenue.Nothing makes abstract words come alive like seeing people doing real work with customers. Cawleya#39;s team took the group to observe MBNA customer service representatives as they fielded customer phone calls in immaculately paintedanbsp;...
|Title||:||Many Unhappy Returns|
|Author||:||Charles O. Rossotti|
|Publisher||:||Harvard Business Press - 2005|