Unit V_Research Paper_Xerox.doc - XEROXS SUCCESS IN LEAN...

XEROX’S SUCCESS IN LEAN SIX SIGMA AND SUPPLY CHAIN MANAGEMENT
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Research paper on
Xerox’s Success in Lean Six Sigma and Supply Chain Management
Student Nguyen Ha
ID 211555
MBAV 6151, Operations Research
Columbia Southern University, USA
Dr. Robert Robertson
June 2012

XEROX’S SUCCESS IN LEAN SIX SIGMA AND SUPPLY CHAIN MANAGEMENT 2
Xerox’s Success in Lean Six Sigma and Supply Chain Management
About Xerox
Xerox, founded in 1906 as the Haloid Company, named Haloid Xerox in 1958 and Xerox
Corporation in 1961, has been a leader in document technology and services. Xerox acquired
Affiliated Computer Services (ACS) in 2010 and through this acquisition, now it is the world’s
leading enterprise for business process and document management, offering global services from
claims reimbursement and automated toll transaction to customer care centers and HR benefits
management. The new Xerox is dedicated to innovation, service and giving its customers the
freedom to focus on what matters most being real business. Xerox has its headquarters in
Norwalk, CT, USA, and has extended global reach over 160 countries, through its direct sales
force and wholly-owned subsidiaries of regional office technology dealers, as well as more than
6,500 authorized sales agents and concessionaires and about 10,000 technology resellers.
Globally, Xerox has approximately 140,000 employees including 7,500 sales professionals,
11,500 technical service employees and 100,000 employees serving its customers through on-site
operations or off-site delivery centers. In 2011, Xerox’s revenue approached $ 23 billion.
Success in Lean Six Sigma
We cannot talk about Xerox without talking about Lean Six Sigma. Since 2003, Xerox has
been using industry-recognized Lean Six Sigma tools and methods to deliver measurable
improvement to inside Xerox, and create growth opportunities and maximize value to Xerox’s
customers. Through applying Lean Six Sigma, Xerox has experiences great success in training

XEROX’S SUCCESS IN LEAN SIX SIGMA AND SUPPLY CHAIN MANAGEMENT 3
thousands of employees, conducting thousands of projects and contributing significantly to
improvements in the customer experience and business results of Xerox.
As we know, Lean and Six Sigma are complementary approaches to quality improvement.
Lean seeks to eliminate waste, while Six Sigma seeks to eliminate defects. Six Sigma
organization is more formal and training intensive. Six Sigma is project focused; Lean is broader
based. Xerox, like many companies, has combined and developed the integrated Lean and Six
Sigma approach, called as Lean Six Sigma . With Xerox, Lean Six Sigma is a rigorous, data-
driven, results-oriented approach to process improvement. By integrating the tools and processes
of Lean and Six Sigma, as formulation table below, a powerful engine is created for improving
quality, efficiency and speed in every aspect of business.