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XEROX’S SUCCESS IN LEAN SIX SIGMA AND SUPPLY CHAIN MANAGEMENT 1Research paper onXerox’s Success in Lean Six Sigma and Supply Chain ManagementStudent Nguyen HaID 211555MBAV 6151, Operations ResearchColumbia Southern University, USADr. Robert RobertsonJune 2012
XEROX’S SUCCESS IN LEAN SIX SIGMA AND SUPPLY CHAIN MANAGEMENT2Xerox’s Success in Lean Six Sigma and Supply Chain ManagementAbout XeroxXerox, 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 fromclaims 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-siteoperations or off-site delivery centers. In 2011, Xerox’s revenue approached $ 23 billion. Success in Lean Six SigmaWe 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 MANAGEMENT3thousands 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.