Internal Revenue Service: Automated Collection System Harvard Case Solution & Analysis

Describes the operation changed from IRS collection manual system to a large extent (COF) to an automated system (ACS). ACS has been a central aspect of the planning and management of electronic works. While ACS IRS experienced a significant improvement in the efficiency of its operations, the task of collecting, the system also led to higher turnover and lower employee morale. This raises the question of how the system can be changed. The main objective of teaching opportunity to show how information technology, management and organizational structure are interconnected and how any change effort should be made all three aspects simultaneously. "Hide
by Nitin Nohria, John Chalykoff Source: Harvard Business School 17 pages. Publication Date: February 15, 1990. Prod. #: 490042-PDF-ENG

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