title: Customer focus helps utility see the light.
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.
authors: J J
authors: JJ
authors: Evelyn
authors: N J
authors: NJ
authors: DeCarlo
mesh_terms: D003132:Commerce / Q000592:standards*; D003258:Consumer Behavior / Q000191:economics*; D003625:Data Collection / Q000379:methods; D004465:Economic Competition; D005431:Florida; D006801:Humans; D015279:Organizational Culture; D009937:Organizational Objectives; D010934:Planning Techniques; D011786:Quality Control