Transformation at the IRS - The Case Centre

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Case

Reference no. 9-603-010

Subject category: Case Method and Specialist Management Disciplines

Authors: Amy C Edmondson (Harvard Business School); Frances X Frei (Harvard Business School); Corey Hajim (Harvard Business School)

Published by: Harvard Business Publishing

Originally published in: 2002

Version: 12 November 2002

Length: 26 pages

Data source: Field research

Topics: Organizational behavior; Organizational culture; Change management; Government agencies; Vision; Leadership; Taxation

Share a link: https://casecent.re/p/40461

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Abstract

Used as the capstone case for a course on Managing Service Operations. Describes the service transformation occurring at the US 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.

Location:

United States

Industry:

Public administration

Size:

USD2 trillion revenues, 100,000 employees

Other setting(s):

2001-2002