To read the full version of this content please select one of the options below:

Implementing a Successful Quality Improvement Programme in a Service Company: Winning the Deming Prize

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 August 1990

Abstract

On 18 October 1989, Miami‐based Florida Power and Light Company (FPL), Florida′s largest utility, became the first company outside Japan to win the Deming Prize. Awarded annually the Union of Japanese Scientists and Engineers (and since 1986 outside Japan), the Prize recognises outstanding achievement in quality control management. Based on interviews with company representatives and a review of company documents, an explanation is presented of the implementation of a successful quality improvement programme in a service company. Topics discussed include the basic phases of such a programme – policy deployment, quality improvement teams, and quality in daily work – and a review of such a programme′s foundation elements: customer satisfaction, the plan/do/check/act circle, “management by facts”, and “respect for people”. Based on a literature review of other successful and less‐successful programmes, tentative prescriptions for implementing a successful quality circle and total improvement programme are presented, along with suggestions from FPL′s experience on the pitfalls to avoid.

Keywords

Citation

Dessler, G. and Farrow, D.L. (1990), "Implementing a Successful Quality Improvement Programme in a Service Company: Winning the Deming Prize", International Journal of Service Industry Management, Vol. 1 No. 2, pp. 45-53. https://doi.org/10.1108/EUM0000000002802

Publisher

:

MCB UP Ltd

Copyright © 1990, MCB UP Limited