Xerox: The Benchmarking Story


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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

Case Details:

Price:

Case Code : OPER012 For delivery in electronic format: Rs. 500;
For delivery through courier (within India): Rs. 500 + Rs. 25 for Shipping & Handling Charges

Themes

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

Abstract:

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.

Issues:

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

Contents:

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

Keywords:

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

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