Publications
Publications
- September 2002 (Revised November 2002)
- HBS Case Collection
Transformation at the IRS
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Abstract
Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change virtually every aspect of the organization, including IT systems, This case includes information regarding share services organizational structure, organizational culture, and customer service. This case includes information regarding shared services.
Keywords
Service Delivery; Service Operations; Organizational Structure; Taxation; Organizational Culture; Transformation; Public Administration Industry; United States
Citation
Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Transformation at the IRS." Harvard Business School Case 603-010, September 2002. (Revised November 2002.)
About The Authors
