Name: Salman Saleh I.D.# 10992
CASE STUDY
XEROX CORPORATION – “Leadership Through Quality”
Answers to Questions:
Ans 1) Unique characteristics of quality culture at Xerox are: * Leadership through quality * Educating employees about quality principles * Process qualified vendors * Feedback from customers for market information * Benchmarking system
Ans 2) The major strategic goals of Xerox are: * Continuous quality improvement * Greater customer satisfaction * Enhance business performance
Social responsibilities of an organization are: * Welfare programs for employees * Health & safety programs * Awareness of Environmental pollution

Ans 3) Benchmarking system is developed to measure performance in about 240 key areas of product service and business against world leading industries.
Market share by 1980 may loss to 50% which was strategically handled through leadership by quality that focus on improving quality while reducing cost. Other steps were customer feedback, greater employee involvement and competitive benchmarking system.

Ans 4) The quality policy of Xerox is “Quality is the basic business principle of Xerox”. The management at Xerox play its role to adopt the quality policy in their work by motivationg employees for continuous quality improvement lesser wastage, reduced production cost and with this training their vendors to analyze production and process control. These practices help employees to add quality policy as a basic ingredient of their job cycle.

Ans 5) The steps taken by Xerox to ensure satisfaction of its employees are: * Childcare subsidies * Salary redirection for dependant-care expanses * Childcare services and referrals * Leaves of absence and life cycle assistance
The system should be monitored by a committee that ensures justification while