Quality Practices

FPL's quality focus | Assessing performance | Phases of quality initiative

FPL's quality focus

The company's quality practices are focused on

• a management philosophy that recognizes the value of providing quality products and services
• quality processes in all business aspects, from operations to staff to its relationships with suppliers and vendors and
• individual business unit assessments designed to help FPL become a high performance organization (HPO) able to succeed in a competitive environment.

Assessing performance

In 1998, FPL began to assess business units using diagnostic tools to determine its position as a high performance organization. The assessments are made in 18-month cycles and the criteria are the same used to select the national Baldrige Quality Award winners and the Florida Sterling Award. The criteria include

• leadership
• strategic planning
• customer and market focus
• information and analysis
• human resources development and management
• process management and
• business results.

Phases of quality initiative

FPL's quality initiative has evolved in four phases: