Many Unhappy Returns: One Man's Quest To Turn Around The Most Unpopular Organization In America (Leadership for the Common Good)

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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. In "Many 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.