Recognizing the pitfalls of total quality management
Should utilities be interested in total quality management (TQM) After all, the argument that better quality products should increase the sales and result in higher profits does not readily apply to a public utility operating in a monopolistic environment. Yet, utilities in the US are moving toward a more competitive environment; FPL's success with its TQM programs is forcing most utilities to look at TQM so as not to risk future competitive disadvantage. A few regulatory commissions have already started to inquire as to what steps utilities under their jurisdiction are taking to pursue the benefits of TQM. This article will address two facets of this issue. First, it will define what TQM is and identify the pitfalls that might keep a utility from attaining the full benefits of a well-executed TQM program. Second, it will lay out a simple, straightforward approach that a utility can use to determine whether and how to utilize this new management tool.
- OSTI ID:
- 5298450
- Journal Information:
- Public Utilities Fortnightly; (United States), Vol. 125:8; ISSN 0033-3808
- Country of Publication:
- United States
- Language:
- English
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