tqm xerox ss

TOTAL QUALITY MANAGEMENT TOOLS USED IN- Xerox Corporation Ltd.

Business challenges

• Retain and gain customers to grow revenue

• Manage costs by reducing waste • Increase overall business productivity • Improve employee development,

motivation and engagement

CONCEPT

In The Beginning Today’s Approach About Xerox

Xerox Corporation

Xerox Corporation is the world's largest document-management company, providing the industry's broadest range of color and black-and-white printers, multifunction systems, copiers, digital production printing presses, and related consulting services and supplies.

In the Beginning

Originally named Haloid and beginning as a manufacturer of

photographic paper and equipment

The company expanded substantially throughout the 1960s

Many technologies developed largely by PARC were ignored

by Xerox

In the Beginning In 1972, Xerox suffered losses due to the

expansion of Japan’s reign on the global market

Japan entered the market with a cheaper product

This change forced Xerox to look into how they were functioning as a company

Between 1976 and 1982 revenue dropped drastically

Today’s Approach

The company was through Xerox's “Leadership Through Quality” initiative which resulted in improvement in quality design and realignment of its product line.

Xerox worked to turn its product into a service, providing a complete "document service" to companies including supply, maintenance, configuration, and user support.

About Xerox

Diversity Trademark Issues Key Numbers Top Competitors

Diversity

Xerox received a 100% rating on the first Corporate Equality Index released by the Human Rights Campaign in 2002.

It was named to the top 10 of Diversity Inc magazine's list of "Top 50 Companies for Diversity" for 2005.

Trademark issues

The success of the Xerox brand has led to the terms "a xerox", "xerox it", "to xerox", "xeroxed", and "xeroxing" being used synonymously for the product/act of photocopying.

Top Competitors

Canon Hewlett-Packard Ricoh

Xerox’s challenges

• Maximize customer value • Create growth opportunities• Reduce costs• Increase productivity

Transition to quality culture at Xerox

TransitionTeam

TrainingSenior

ManagementBehavior

XeroxCultureChange

Tools andProcesses

CommunicationReward andRecognition

XEROX PROBLEM SOLVING & PROBLEM IDENTIFICATION

The six-step Xerox Problem Solving Process (PSP), a systematic approach to enable problem solving for continuous improvement. Processes are developed for successful completion of each of the six-process steps: problem identification, root-cause analysis, solution generation, solution selection and planning, implementation, and evaluation.

Transforming XEROX Company

Xerox’s quality leadership journey

Meeting our challenges through Xerox Lean Six Sigma

• Understanding what customers truly value and need

• Transforming our culture • Positioning us for growth• Improving processes through fact-based,

disciplined decision-making and measurable outcomes

Combining two powerful approaches

Customer Centric use of Lean Six Sigma-based Processes

Xerox Used Benchmarking to Face New Market Entrants from Japan

Thank You!!

“Take the risk; challenge the system.You’re not going to lose your job.”