Fundamental Pillars Of Xerox

Their outsourcing enhanced their services business as they diversity into helping firms to manage their business processes and technology services. These services also help their customers to focus on their real business while Xerox takes care of the document-intensive business processes behind the scenes.

In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work” (ASQ, 2016). TQM can be used based off eight (8) key elements that most if not all companies use. The key elements are customer-focused, total employee involvement, process-centered, integrated system, strategic and systematic approach, fact-based decision making and lastly communication. The first element of TQM is the most important element, which is the customer.

Xerox operating units were disconnected, self-interested and in many ways siloed. Clendenin found that "the interests of systems managers in the various Xerox operating units did not always align with those of Xerox as a whole."

So, the research issue is to evaluate the impact of TQM on employee performance. Kotler (2000) stated that TQM is a benchmarking tools for achieving comparative advantage. It runs all the work, control the task for their employee or overall it can be said that, manages all things for the director or owner of the company. There are a relation between management and employee. In some aspects management takes the opinion of the employee and take a decision from their thought. The researcher will prepare the paper based on Marriott Hotel,

Xerox was originally founded in 1906 as the Haloid Company, which later became Haloid Xerox in 1958 and finally Xerox Corporation in 1961. Xerox currently has 136,000 employees in 160 countries (www.xerox.com/about-xerox, 2011). With over 130,000 employees, human resources is vitally important to the corporation. This paper will examine how human resource professionals can ensure that top organizational leaders encourage managers and employees to follow laws and guidelines. It will also discuss how hiring women and minorities improved Xerox’s profitability. In addition, the changes that Xerox made to become a more attractive employer for women and minorities will be identified. Finally, there will

Xerox Services is a multi-national company that currently operates several call centers which handle the customer service calls for many other Fortune 500 companies. Founded in 1906, it currently employs over 140,000 people and had over 21 million dollars in revenue for the 2013 fiscal year (Xerox, 2014). With operations in over 180 countries, Xerox Services is one of the largest business process outsourcing companies in the world. Structured into many different smaller entities based on the industry it serves, the call center operations portion of this business is the backbone of Xerox’s services for the last 40 years (Chesbrough, & Rosenbloom, 2002). Xerox currently operates several hundred call centers that handle both incoming and outgoing customer service and sales calls for its vast amount of clients.

The President Ralph Larsen has realized that Wengart has some major problems with the quality however he is focusing on the profitability instead of the longevity of the company. He needs to have the team focus on improving the quality problem or the company’s profits will continue to decrease. Larsen in the effort to improve the quality has decided to seek out help from an OD practitioner who suggests to Ralph to implement Top Quality Management (TQM). Larsen feels that this should be easy to implement and hands it off to Kent Kelly the Vice President. He feels that the TQM program was a matter of common sense (Brown, 2011, p. 365).

The marketing of products and services at Xerox has become culturally and demographically segmented. This requires the company to hire people from different backgrounds and nationalities to better serve the marketed area.

Implementation of TQM is not an easy task as it requires a total change in organizational culture, shifting of responsibility to management, and continuous participation of all in the quality improvement process (Lakhe & Mohanty, 1993: p.19).

Xerox provides the document industry’s broadest portfolio of offerings. Digital systems include color and black-and-white printing and publishing systems, digital presses and “book factories”, advanced and multifunction systems, laser and solid ink network printers, copiers, and fax machines. Xerox services are unmatched and includes helping businesses develop online document archives, analyzing how employees can

4. Develop a tabular format and analyze all applicable TQM characteristics of the organization. Develop a rating scale to estimate the level of applicability of each TQM characteristic to the organization.

Total Quality Management (TQM) is an improvement tool that is widely used in many companies. It consists of many aspects including Managing people as well as business processes in order to maintain customer satisfaction. With TQM, Businesses starts to do the right thing from the start and to ensure zero error. Therefore, it is important to learn the principle of TQM and how it acts in organizations with its advantages and disadvantages.

of performance from their workers due to the fact that the employees do not feel

The fact that globalization has expanded the market for organizations means that TQM is more important than ever before. Customer demands are higher and if a company does not create products and services that meet their expectations they can easily access the same or similar products and services from another company. If managers do not implement TQM into their company procedure then they will fail to meet the high standards of customers all over the world and eventually lose their business. When it comes to implementing TQM, it’s the mangers responsibility to create an environment where people can work together to improve their work processes. If the ownership or senior management does not buy into this concept you will never succeed. Many people in leadership roles are either too set in their ways or closed minded to the necessary change needed to really improve the way things get done. You have to buy into the concept that there is always a better way to do something. By tapping into all the knowledge and experience your employees possess, you develop solutions that not only improve your execution, you provide everyone with a sense of accomplishment.. These "process improvement teams" give employees a chance to help steer the future direction

Business Process Outsourcing (BPO): Xerox business process outsourcing services provide support functions such as customer care, transaction processing, finance and accounting, and human resources to a broad range of firms and organizations. The BPO services segment is focused on providing support functions to select business groups and industries including healthcare, commercial industries, public sector, and government healthcare. Through its healthcare provider solutions, the firm supports health providers operating in varying capacities to better access patient data, comply with industry regulations, reduce administrative costs, and provide better healthcare services. To commercial and public sector entities, Xerox provides support with transportation and logistics, electronic toll collection, parking management, health and human services, administrative support, and various taxation related functions. Xerox also offers many of these services across major global markets.