Accession Number : ADA284655

Title :   Customer Service and the U.S. Army Information Systems Selection and Acquisition Agency.

Descriptive Note : Master's thesis, 2 Aug 93-3 Jun 94,

Corporate Author : ARMY COMMAND AND GENERAL STAFF COLL FORT LEAVENWORTH KS

Personal Author(s) : Larson, Steven W.

Report Date : 03 JUN 1994

Pagination or Media Count : 195

Abstract : This thesis identifies the customer service attitudes between the United States Army Information Systems Selection and Acquisition Agency (USAISSAA) and program managers to better understand how to implement Total Army Quality (TAQ) in this agency. This study recommends ways that USAISSAA can improve its customer service. The thesis answers two subproblems. The first subproblem was to identify, analyze, and interpret the customer service attitudes that exist between USAISSAA and program managers. USAISSAA employees and program managers completed surveys to provide their perceptions of the customer service. The study then analyzed and interpreted the responses. The second subproblem was to identify, analyze, and interpret service quality concepts as they affect USAISSAA's customer service for program managers. Resulting recommendations provide ways for implementing TAQ in USAISSAA. Total army quality, Customer service, Total quality management, Service, Program managers.

Descriptors :   *PLANNING PROGRAMMING BUDGETING, *QUALITY ASSURANCE, *ARMY PROCUREMENT, *USER NEEDS, ACQUISITION, INFORMATION SYSTEMS, MANAGEMENT, PERCEPTION, QUALITY, RESPONSE, SELECTION, SURVEYS, THESES, TOTAL QUALITY MANAGEMENT, UNITED STATES, ATTITUDES(PSYCHOLOGY), PROBLEM SOLVING.

Subject Categories : Administration and Management

Distribution Statement : APPROVED FOR PUBLIC RELEASE