The Customer Metaphor and the Defense Intelligence Agency (DIA) - Inappropriate for Intelligence by Highlighting Cynical Aspects of Bureaucratic Politics Impacting Agency Credibility

The Defense Intelligence Agency, which was founded in 1961 over the resistance of the armed services and the Joint Staff, adopted and extended this metaphor as part of its bureaucratic survival strategy. DIA looked to the business world's customer orientation paradigm for ways to focus the agency on satisfying the needs of policymakers in order to justify independence and resources. More

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