Includes bibliographical references (pages 317-330) and index.

"Imagine that after decades of running a successful corporation, you get an offer to lead a crucial government agency of 100,000 employees serving 180 million customers. The organization is maligned by the public, beset by profound management and technology problems, and trapped in a political minefield." "This is the daunting scenario Charles O. Rossotti faced in 1997, when he became the first businessman to lead the Internal Revenue Service." "Many Unhappy Returns tells the remarkable story of how Rossotti transformed the agency's outdated bureaucracy to run more like a twenty-first-century business. Recounting high-pressure congressional hearings, meetings with frustrated taxpayers, encounters with Washington bigwigs, and discussions of turnaround strategies, Rossotti reveals how he led the IRS to improve customer service and combat serious violations of the tax law - all while collecting $2 trillion a year in revenue. From rebuilding trust in the glare of public criticism to overhauling massive but obsolete computer systems, the story shows how real change in a huge organization can be led successfully."--Jacket.

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