A model to assess quality of disaster reliief efforts

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.