Using Computing to Facilitate the Quality Improvement Process: The IRS-Minnesota Project

Gerardine DeSanctis, Marshall Scott Poole, George Desharnais and Howard Lewis
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Gerardine DeSanctis: University of Minnesota, 271 19th Avenue South, Minneapolis, Minnesota 55455
Marshall Scott Poole: University of Minnesota, 460 Folwell Hall, 9 Pleasant Street SE, Minneapolis, Minnesota 55455
George Desharnais: Internal Revenue Service, 120 Church Street, New York, New York 10007
Howard Lewis: Internal Revenue Service, 2888 Woodcock Boulevard, Atlanta, Georgia 30341

Interfaces, 1991, vol. 21, issue 6, 23-36

Abstract: In quality improvement programs, managers and employees meet in small teams to identify problems and to chart out methods for solving problems and implementing positive change. Most quality programs have not relied on decision support systems. The University of Minnesota and the Manhattan District Office of the Internal Revenue Service have designed, tested, and implemented a set of group problem-solving and documentation tools. These tools have been used within a large-scale quality improvement program that is a collaboration between the management of the Internal Revenue Service and the National Treasury Employees Union.

Keywords: government: taxes decision; analysis: applications (search for similar items in EconPapers)
Date: 1991
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