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Total Quality Management at Florida Power & Light Company: A Case Study

Summary: This paper describes an application of Total Quality Management (TQM) at Florida Power & Light Company (FPL). The paper is divided into two parts. The first part describes the reasons behind FPL's decision to implement TQM and the managerial policies and practices involved in FPL's effort. The second part presents a detailed case study showing how FPL leadership developed, implemented, and deployed policy throughout the entire utility company. The case study presented in this paper was prepared by FPL employees and represents the type of work that won the Deming Prize.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Voice of the customer (VOC),Case study,Deming Prize,Business plans,Quality of work life,Policy deployment
  • Author: Gitlow, Howard; Loredo, Elvira
  • Journal: Quality Engineering