This case examines the process by which Ernst & Young processes personal tax returns. The firm's service level is not high and the business is not believed to be very profitable. During the past year the firm has adopted new computer software and total quality management (TQM). The firm is considering a number of options. The focus is on an audit manager who is wondering how to survive the upcoming tax season. This case was written to illustrate process analysis in a service enterprise. It could be used to discuss applications of TQM.
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