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Case
-
Reference no. 9-612-S04
Spanish language
Published by: Harvard Business Publishing
Originally published in: 2011
Version: 17 March 1989
Revision date: 03-May-2019

Abstract

This is a Spanish version. Florida Power and Light (FPL) has developed a widely acclaimed quality improvement program (QIP). This exercise leads the students through the process that a division of FPL utilized in an attempt to 'improve service.' Specifically, the process requires students to define 'better service' in terms applicable to the utility company, determine the causes of less than perfect service, choose what causes to attack, generate a list of potential solutions, and determine a plan of action. Students employ a variety of frameworks and statistical tools to complete each step of the process. Provides a good understanding of the QIP that is attributed with taking this utility company from a state of near-crises to a highly respected operation, and that has served as a model for many other successful domestic QIP's. Designed to introduce students to the process and prepare them for class. A rewritten version of an earlier case by the same authors.
Location:
Size:
14,500 employees
Other setting(s):
1981-1987

About

Abstract

This is a Spanish version. Florida Power and Light (FPL) has developed a widely acclaimed quality improvement program (QIP). This exercise leads the students through the process that a division of FPL utilized in an attempt to 'improve service.' Specifically, the process requires students to define 'better service' in terms applicable to the utility company, determine the causes of less than perfect service, choose what causes to attack, generate a list of potential solutions, and determine a plan of action. Students employ a variety of frameworks and statistical tools to complete each step of the process. Provides a good understanding of the QIP that is attributed with taking this utility company from a state of near-crises to a highly respected operation, and that has served as a model for many other successful domestic QIP's. Designed to introduce students to the process and prepare them for class. A rewritten version of an earlier case by the same authors.

Settings

Location:
Size:
14,500 employees
Other setting(s):
1981-1987

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