Keywords: total quality management, Xerox Corporation, benchmarking, employee involvement, customer focus
TQM at Xerox: lessons worth duplicating
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.