A model to assess quality of disaster reliief efforts

P. Manoj, R. R. Bishu

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Natural disasters range widely across types and nations. Katrina disaster in New Orleans USA, to earthquakes in Haiti, Nepal and Afghanistan, to cyclones and tsunamis. The list is endless. One aspect is clear. It is not a function of economics but a function of geography. However, economics is an important factor in how nations deal with it. For example Japan is certainly better equipped to deal with earthquakes and tsunamis than Indonesia. Response is often multidimensional. While the immediate public sympathy Is rightfully often on the tragedy, it is often assumed that the first responders are effective. From a quality perspective, the first providers and other NGO's provide service. One can safely use service quality metrics to measure the effectiveness of this service. Service quality can be defined as an assessment of how well a delivered service conforms to a client's expectations. Assessment of service quality is important for service operators as it is important for them to assess the quality of service being provided to their customers and to improve their service, to quickly identify problems, and to better assess client satisfaction. The five major factors typically used are tangibles, reliability, responsiveness, assurance and empathy. The intent of this study was to develop a model for assessing the effectiveness (service quality) of these first responders. The steps are: develop a list of appropriate attributes, develop a method to measure these and combine them either through additive or multiplicative or non linear model to arrive at an effectiveness index to measure the quality of service. Time to respond, the skill levels of responders, type of response, expenses needed are some of the attributes. The model is validated with historical data. Future use and ramifications are discussed.

Original languageEnglish (US)
Title of host publication6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016
PublisherIEOM Society
Pages3029-3030
Number of pages2
ISBN (Print)9780985549749
StatePublished - 2016
Event6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016 - Kuala Lumpur, Malaysia
Duration: Mar 8 2016Mar 10 2016

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
Volume8-10 March 2016
ISSN (Electronic)2169-8767

Other

Other6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016
CountryMalaysia
CityKuala Lumpur
Period3/8/163/10/16

Keywords

  • Disaster Management
  • First Responder
  • Service Quality

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering

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  • Cite this

    Manoj, P., & Bishu, R. R. (2016). A model to assess quality of disaster reliief efforts. In 6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016 (pp. 3029-3030). (Proceedings of the International Conference on Industrial Engineering and Operations Management; Vol. 8-10 March 2016). IEOM Society.