search query: @indexterm CONSUMER INFORMATION / total: 234
reference: 64 / 234
| Author: | Evelyn, J. J. DeCarlo, N. J. |
| Title: | Customer focus helps utility see the light ! Florida Power and Light |
| Journal: | Journal of Business Strategy
1992 : JAN-FEB, VOL. 13:1, p.8-12 |
| Index terms: | CUSTOMERS CONSUMER INFORMATION COMPETITIVENESS SERVICE CULTURE QUALITY ASSURANCE |
| Language: | eng |
| Abstract: | Florida Power & Light knew it had to transform the way it operated to remain competitive. It had to find a way of conducting business that could carry it through a new and very different type of operating environment. The key was to understand changing customer needs and build those needs into its planning process. New quality and service culture of the company is described. Integrating the customer's voice with corporate priorities is one of the key components of the company's quality program, which could determine the company's survival. |
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