Customer Focus Helps Utility See the Light
John J. Evelyn
(Consultant with QualTec Quality Services, a subsidiary of the Florida Power & Light Group, located in Palm Beach Gardens, Florida)
Neil J. DeCarlo
(Business communications consultant based in Miami)
108
Abstract
Florida Power & Light knew it had to transform the way it operated to remain competitive. The key was to understand changing customer needs and build those needs into its planning process.
Citation
Evelyn, J.J. and DeCarlo, N.J. (1992), "Customer Focus Helps Utility See the Light", Journal of Business Strategy, Vol. 13 No. 1, pp. 8-12. https://doi.org/10.1108/eb039462
Publisher
:MCB UP Ltd
Copyright © 1992, MCB UP Limited