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Total Quality Management At Xerox: A Case Study

Summary: This article describes an application of total quality management (TQM) at Xerox. The article is divided into two parts. The first part describes the reasons behind Xerox's decision to implement TQM and Xerox's Leadership Through Quality process. The second part presents a detailed case study of how Xerox employees used quality concepts and tools to increase customer satisfaction. The case study presented in this article was prepared by Xerox employees and represents the type of work that won the Malcolm Baldrige Award.

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  • Topics: Benchmarking, Leadership, Inspection, Problem Solving, Customer Satisfaction and Value
  • Keywords: Case study,Benchmarking,Goals,Delivery,Quality improvement process (QIP),Leadership,Inspection,Participative management,Problem solving,Customer satisfaction (CS)
  • Author: Gitlow, Howard; Loredo, Elvira
  • Journal: Quality Engineering