Total quality management at xerox: A case study

Howard S. Gitlow, Elvira N. Loredo

Research output: Contribution to journalArticlepeer-review

1 Scopus citations


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
Issue number3
StatePublished - Jan 1 1993


  • 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


Dive into the research topics of 'Total quality management at xerox: A case study'. Together they form a unique fingerprint.

Cite this