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 sub-problems. The first sub-problem 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 sub-problem 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.

ADA 284655 Approved for public release; Distribution is unlimited. The opinions and conclusions expressed herein are those of the student-authors and do not necessarily represent the views of the U.S. Army Command and General Staff College or any other governmental agency. (References to these studies should include the foregoing statement.)