Customer-Driven Quality Introduction For nearly every organization, regardless of its industry, it must place keen attention towards its publics and customers. Attaining solid performance in the customer satisfaction arena is critical, as there usually always another choice for the customer. In fact, quality is often a differentiator, the one-up that companies emphasize to maintain their customers, and gain others. Among several attributes of an organization that drives customer satisfaction, for instance price, and selection, quality is included. It holds a high value in this relationship, which will be evaluated in three different organizations, representing three different industries. These are Ford Motor Company of the manufacturing industry, Southwest Airlines of the service industry, and Federal Emergency Management Agency (FEMA) of the government sector. The Value of Quality in Relation to Customer Satisfaction An important aspect in understanding customer satisfaction is to understand the customer. Who is a customer? According to Burrill and Ledolter (2005) a custome......

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