Abstract

This Case is also available in Spanish Language. For more details refer to OSOPER012 in “Part - B”. - The case examines the benchmarking initiatives taken by Xerox, one of the world’s leading copier companies, as a part of its ‘Leadership Through Quality’ program during the early 1980s. The case discusses in detail the benchmarking concept and its implementation in various processes at Xerox. It also explores the positive impact of benchmarking practices on Xerox.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Concept and importance of benchmarking.

Keywords

Benchmarking, Xerox, copier companies, Leadership Through Quality, 1980, benchmarking, implementation, positive impact, benchmarking, practices