Florida Power and Light (FPL) has developed a well-known Improvement Program (QIP). This exercise gives students in that division FPL used in an attempt to "improve service." In particular, the process requires students to determine the "best service" to the conditions applicable to the utility company, to determine the reasons for less than perfect service, then select the that is to attack, create a list of potential solutions, and to determine a plan of action. Students use a variety of frames and statistical tools for each step of the process. Provides a good understanding, QIP, which is associated with the adoption of the utility of the state of near-crisis operations respected and that was the model for many other successful domestic QIP author. Designed to acquaint students with the process and to prepare them for the class. rewritten version of the previous case, the same authors. "Hide
by Christopher WL Hart, Dan Maher, Michael Montelongo Source: Harvard Business School 26 pages. Publication Date: October 24, 1988. Prod. #: 689041-PDF-ENG
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