The cost of quality in association to customer satisfaction can be the same no matter the type of business. This paper will evaluate three different economic sectors, and give a description of the need for consumer driven quality in each company. This paper will also construct a comparison matrix outlining the differences between the strategic roles of Total Quality Management (TQM) within each organization/sectors. The three organizations that will be evaluated are Houston Food Bank, JP Morgan Chase and The Federal Emergency Management Agency (FEMA).
The first organization of focus is the Federal Emergency Management Agency (FEMA), which represents the service sector. FEMA is a disaster relief organization that can be traced back to Congressional Act of 1803. Before 1979, there were many disaster relief organizations. Executive Order 12127, signed by President Jimmy Carter, merged several disaster-related responsibilities into FEMA. “In March 2003, FEMA joined 22 other federal agencies, programs and offices in becoming the Department of Homeland Security” (FEMA, 2008).
FEMA was created to help citizens of the United States and the people living in the United States.
“The primary mission of the Federal Emergency Management Agency is to reduce the loss of life and property and protect the Nation from all hazards, including natural disasters, acts of terrorism, and other man-made disasters, by leading and supporting the Nation in a risk-based, comprehensive emergency management system of preparedness, protection, response, recovery, and mitigation” (FEMA, 2008).
“No mater what the business may be, customers want quality, and to satisfy this want, organizations must provide customer-driven quality” (C.W. Burrill and J. Ledolter , 1999). Customer driven quality is required for FEMA as an entity of the Department of Homeland Security (DHS). National disasters such as Hurricanes Katrina and Ike caused temporary backlog for FEMA. The citizens that...