Outlines the procedures implemented by the US Internal Revenue Service (IRS) to reduce the potential for errors in the paperwork and alleviate the “feast or famine” nature of the job. Discusses the background to taxpayer/IRS relations in the USA and the problems in 1985 caused by insufficient time to train employees and get to grips with newly purchased computer technology. Details the work of the 54 quality improvement teams formed since 1986, highlighting the large savings made and the organization particularly in tackling the problem of high error rates on tax examiner correspondence to the taxpayers. Reviews the rise in employee empowerment and explains how taxpayers have benefited from the changes.
Delsanter, J. (1992), "A taxing situation", Managing Service Quality: An International Journal, Vol. 2 No. 2, pp. 95-98. https://doi.org/10.1108/09604529210029128
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