Many Unhappy Returns

Many Unhappy Returns

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When Charles O. Rossotti became Commissioner of the Internal Revenue Service in 1997, the agency had the largest customer basea€”and the lowest approval ratinga€”of 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, Rossottia€”the first businessperson to head the IRSa€”recounts 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 businessa€”while 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


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