Implementing Total Quality Management At Florida Power and Light: The Quest for Quality
Scheel, Scott P.
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The first and most extensive part of this project is a detailed history of how Florida Power and Light (FPL) implemented total quality management in the 1980's. Using Dr. W. Edwards Deming's ideas as a guide, it was able to instigate an impressive tum around. Down time at their power plants decreased, customer complaints plummeted, costs were dramatically reduced, and employee injuries became less frequent. Employees began working together to solve problems and to satisfy the customers. Attitudes began to change, and the company began to focus on quality as its primary objective. By 1989 the company had improved so much that it won the prestigious Deming award for quality. After they won the award, however, there were changes in top management, which have left the future of the quality program in question. The second part of this project is a description of my work at Engineered Packaging Systems as a teleprospector. It includes an in-depth report of the findings of the teleprospecting program to date and my recommendations regarding the future of the project. The third section of this project explains how the first two sections of the paper relate to each other, and how they relate to my past studies and future plans.
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