Total quality management at xerox: A case study

Howard S. Gitlow, Elvira N. Loredo

Research output: Contribution to journalArticle

1 Scopus citations

Abstract

Winning the Malcolm Baldrige National Quality Award was an affirmation of the success of Xerox's quality improvement process. Xerox realizes that quality improvement is a never-ending process that depends on the proper training and motivation of all Xerox employees. Leadership Through Quality has unified Xerox management in their policy making efforts. This unification has brought Xerox from near bankruptcy to industry leadership.

Original languageEnglish (US)
Pages (from-to)403-432
Number of pages30
JournalQuality Engineering
Volume5
Issue number3
DOIs
StatePublished - Jan 1 1993

Keywords

  • Benchmarking
  • Common goals
  • Customer delivery process (CDP)
  • Customer satisfaction measurement system (CSMS)
  • Leadership through quality
  • Management inspection process (MIP)
  • Partnership and empowerment
  • Problem-solving process (PSP)
  • Product delivery process (PDP)
  • Quality improvement process (QIP)
  • TQM

ASJC Scopus subject areas

  • Safety, Risk, Reliability and Quality
  • Industrial and Manufacturing Engineering

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