blueprints for action from 50 leading companies Bureau of Business Practice ... In addition, by the time the early 1980s rolled around, FPL realized that the deregulation taking place in the telephone and airline ... For these and other reasons, FPL launched a mul- tipronged customer service improvement effort, a large part of which involved improving quality. The effort, called the Quality Improvement Program, covers a number of elements, including vendor quality improvement.
|Title||:||Profiles in quality|
|Author||:||Bureau of Business Practice|
|Publisher||:||Prentice Hall - 1991-12|