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  • September 2002 (Revised November 2002)
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  • HBS Case Collection

Transformation at the IRS

By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
  • Format:Print
  • | Pages:26
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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.)
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About The Authors

Amy C. Edmondson

Technology and Operations Management
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Frances X. Frei

Technology and Operations Management
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More from the Authors
  • The Dynamics of Team Learning: Harmony and Rhythm in Teamwork Arrangements for Innovation By: Jean-François Harvey, Johnathan R. Cromwell, Kevin J. Johnson and Amy C. Edmondson
  • Workplace Conditions By: Jill Maben, Jane Ball and Amy C. Edmondson
  • Rethink Your Employee Value Proposition: Offer Your People More Than Just Flexibility By: Mark Mortensen and Amy C. Edmondson
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