TQM at Xerox: lessons worth duplicating
by Larry A. Pace, Eileen P. Kelly
International Journal of Technology Management (IJTM), Vol. 16, No. 4/5/6, 1998

Abstract: This paper traces the evolution of Total Quality Management (TQM) at Xerox Corporation. The authors examine the TQM experience at Xerox as a synergistic combination of three strategic thrusts: customer focus, total involvement, and process improvement. Over the course of more than a decade, TQM at Xerox has evolved from a special emphasis to a fundamental business principle. Xerox's success with TQM allowed the company to regain market share without government assistance and positioned the company well for the 21st century. Other companies experimenting with TQM can learn valuable lessons from Xerox's experience.

Online publication date: Fri, 04-Jul-2003

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