Using Quality Management to Improve Customer Responsiveness at the Internal Revenue Service

Authors

• Ronald P. Viano, Internal Revenue Service
• S. Thomas Foster, Brigham Young University - ProvoFollow

Keywords

process improvement, customer service, cycle time reduction

Abstract

Modern quality management techniques have been implemented in a variety of organizations with varying degrees of success. However, government has lagged industry in the adoption of quality management approaches. A description is presented of the use of a team-based quality management approach by the Boise, Idaho office of the Internal Revenue Service to reduce the cycle time for issuing a 90-day Statutory Notice of Deficiency.

Original Publication Citation

"Using Quality Management to Improve Customer Responsiveness at the IRS", The Production and Inventory Management Journal, Volume 37, Pages 37-43, 1996.

BYU ScholarsArchive Citation

Viano, Ronald P. and Foster, S. Thomas, "Using Quality Management to Improve Customer Responsiveness at the Internal Revenue Service" (1996). Faculty Publications. 8753.
https://scholarsarchive.byu.edu/facpub/8753

Document Type

Peer-Reviewed Article

Publication Date

1996

Publisher

The Production and Inventory Management Journal

Language

English

College

Marriott School of Business

Department

Marketing

University Standing at Time of Publication

Full Professor

Copyright Use Information

https://lib.byu.edu/about/copyright/