Florida Power Light Quality Improvement (QI) Story Exercise (A)

By: Christopher W.L. Hart and Dan Maher and Michael Montelongo

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Synopsis: 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.