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

by Charles O. Rossotti

In 1997, the Internal Revenue Service was a much-maligned public agency mired in unprecedented scandal and crisis. [UNK] Servicing 132 million individual and 6 million business taxpayers, the IRS has by far the largest number of customers in the country. And for years, it also had the lowest approval rating. The power of this story is that if the IRS was turned around so dramatically, so can any other large organization. [UNK] Provides a fresh and informative perspective. Conveys the hopeful message that real, ongoing change is possible at the IRS - an outcome that affects every taxpayer. [UNK] Well-written narrative that directly addresses taxpayers' biggest gripes, and suggests a solution. [UNK] There is a potential market among IRS employees, which number about 100,000.

Genres: Business, Nonfiction, Leadership, Education, Economics, History, Politics

352 pages, Hardcover

First published March 1, 2005

Reviews

[Phuong Thanh · Rating 5 out of 5]

The author recounts his mission to turn around the IRS, packed with vivid details and lessons learned throughout his career. I’m not impressed with “the IRS story” (which was still unfinished by the time he left the agency) as much as the author himself, who demonstrates great resilience and a commitment to excellence.

[Dan · Rating 5 out of 5]

Famed management consultant, HBS grad, and entrepreneur, Charles O. Rossotti, writes a surprisingly enjoyable account of his five years spent as the Commissioner of the IRS under Presidents Clinton and Bush. Rossotti gives us his playbook for one of the few successful turnaround efforts at a federal agency. Rossotti, a Republican, takes a thoroughly non-partisan approach and eschews facile policy wonkery. He rolls up his sleeves, identifies the pressing management issues, and, through his leadership, reorganizes the Service around the taxpayer's needs. Recommended for public sector managers, public administration practitioners, and anyone else looking for ideas to brig change to large organizations.

[Katy Nustad · Rating 3 out of 5]

This book was mentioned on a conference call at work. I skimmed through the book at different parts but didn't finish it. Just too dry. Overall, applicable for VA though and I did have some take-aways. Impressing what this individual accomplished!

[Julia · Rating 2 out of 5]

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

[Kim · Rating 4 out of 5]

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