Xerox: The Benchmarking Story

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Case Details:


Case Code : OPER012 For delivery in electronic format: Rs. 500;
For delivery through courier (within India): Rs. 500 +Shipping & Handling Charges extra


Case Length : 14 Pages
Period : 1982 - 2002
Organization : Xerox
Pub Date : 2006
Teaching Note : Available
Countries : USA
Industry : Office Automation


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.


Understand the concept and importance of benchmarking

Identify the circumstances leading to the adoption of benchmarking practices at Xerox, and the sources, methods and processes involved in its implementation

Examine the benchmarking model developed by Xerox


  Page No.
Background Note 1
About Benchmarking 2
Benchmarking at Xerox 4
Supplier Management System 6
Reaping the Benefits 8
Exhibits 10


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

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