Case Study: Deming's Luster Dims at Florida Power & Light

IT READS LIKE A BAD JOKE: HOW MANY STEPS DOES IT TAKE TO MOVE A water cooler? If you worked at Florida Power & Light three years ago, your answer would have been: It takes seven separate steps. Sound ludicrous? Maybe, but that's exactly how a team at FP&L's Fort Myers' district office approached the situation when someone proposed moving the water cooler.