Total quality management at Florida Power & Light Company: A case study

The Florida Power and Light's (FPL) successful implementation of Japanese style total quality control (TQC) is proof that US companies are capable of making substantial changes in their culture, management style, administrative systems, and policies. It also supports the critical importance of top management's leadership in the pursuit of Japanese TQC. FPL's quality improvement program (QIP) is driven by the `voice of the customer,' the `voice of the business,' and the `voice of the process.' FPL's QIP involves everyone in the organization in setting and meeting business plans through quality in daily work (QIDW) and QI teams. Employees of FPL were able to resolve their four crises through the implementation of this Japanese TQC.