Title

TQM at Xerox: Lessons worth duplicating

Document Type

Article

Publication Date

1-1-1998

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.

Publication Name

International Journal of Technology Management

Volume Number

16

First Page

326

Last Page

335

Issue Number

4-6

DOI

10.1504/ijtm.1998.002678

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