Rossotti is not alone in having managed 100,000 employees serving 180 million customers. He is also not alone in succeeding at turning an organization with significant political, management and
technological problems into a modern business. His particular claim to fame is that he managed to do this in five years as head of the Internal Revenue Service. While he may not have succeeded
at making us all love the IRS, he at the very least saw to it that significantly less of the two trillion dollars it collected each year went into sustaining outmoded operations, pathetically
inadequate systems, and entrenched bad management. He describes how he made significant changes and also what remains to be changed, including the tax code and the way elected officials create
budgets. Annotation ©2005 Book News, Inc., Portland, OR (booknews.com)
