The authors believe that "customer-service management" will provide the organizing and operating strategy for the coming decade, and in this commentary they review the logic and components of that approach. Bu focusing on the needs of both external and internal customers, the organization develops means and mechanisms that benefit agency personnel as well as the people they serve in the process. As both a "driver and evaluator" of agency performance, customer service creates the agency through higher motivation and morale, self improvement, cost reduction, and ivvovation. Reproduced