Many Unhappy Returns: One Man's Quest to Turn Around the Most Unpopular Organization in America

Front Cover
Harvard Business Press, 2005 - Business & Economics - 340 pages
2 Reviews
When Charles O. Rossotti became Commissioner of the Internal Revenue Service in 1997, the agency had the largest customer base—and the lowest approval rating—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, Rossotti—the first businessperson to head the IRS—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 business—while it continued to collect $2 trillion in revenue.

  

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Review: Many Unhappy Returns: One Man's Quest To Turn Around The Most Unpopular Organization In America

User Review  - Kim - Goodreads

Fascinating book about change mgmt, customer focus, & setting a strategic vision. Addresses cultural change & top down leadership. What a patriot this man was! Read full review

Review: Many Unhappy Returns: One Man's Quest To Turn Around The Most Unpopular Organization In America

User Review  - Julia - Goodreads

Finally gave up on this -- it's just too boring. Read full review

Contents

The IRS Is Out of Control A Growing Crisis
7
Operating on Good Sound Business Principles A Family Tradition
26
Youre Gonna Do What? From Businessman to Taxman
38
Promising Everything to Everybody Will Not Get Us There Regaining the Initiative
54
If You Already Have an 83000Page Rules Manual Will More Rules Solve Your Problems? Legislating Change
72
So Many People So Much Distrust Rebuilding Relationships
82
Will People Always Hate the Tax Collector? Changing the Culture
104
When Everybody Is Your Customer and the Tax Code Is Your Bible Providing Quality Service
128
You Want More Money After Wasting 4 Billion on Computers That Dont Work? Modernizing IRS Technology
196
The CoverUp Is Worse Than the Crime Averting and Managing Crises
222
Why People Think the IRS Picks on the Little Guy and Lets the Big Guy Get Away Making the IRS Effective at Enforcing Compliance
240
The IRS Cant Fix the Tax Code and the Budget What Honest Taxpayers Should Demand
270
What the Story Tells Us
288
IRS Budget and Productivity How the IRS Uses Its Budget
302
Notes
308
Bibliography
318

When Are You Going to Fire the Management and Punish the Wrongdoers? Reconciling the Past While Focusing on the Future
150
Replacing the Furnace in the Basement and Calling It a Christmas Present Reorganizing the IRS
166

Common terms and phrases

Popular passages

Page 312 - Law 105-277), the Internal Revenue Service Restructuring and Reform Act of 1998 (Public Law 105-206...

About the author (2005)

Charles Rossottiwas Commissioner of the IRS from 1997 to 2002, and so offers a first person account. Rossotti is also an accomplished executive (cofounder and CEO of American Management Systems and currently Sr Advisor for Carlyle Group) and was the first businessman to lead the IRS, which had previously only been run by tax lawyers. Rossotti is very well-connected in both the public and private sector (ie: Bob Rubin and Larry Summers) and will tap his networks to help spur word-of-mouth about the book.

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