Questions 1. What aspects of Xeros’s management practices would support the result they obtained? How do these practices lead to accomplishing the three leadership through quality objectives? 2. Discuss the meaning of quality is a race without a finish line. What is it significance to Xerox, or to any organization? When facing business threats from competition, Xerox ‘s president David Kearns becomes convinced that Xerox needed a long-range, comprehensive quality strategy as well as a change in its traditional management culture.
As a result , Xerox implement the quality management practices and was approached by several Xerox employees about instituting total quality management. Kearns determined that Xerox would initiate a totally quality management approach, that they would like the time to “design it right the first time, “and that the effort would involve all employees. Kearns and the company’s top 25 managers wrote the Xerox Quality Policy, which states: Xerox is a Quality company. Quality is the basic business principle for Xerox.
Quality means providing our external and internal customers with innovative products and services that fully satisfy their requirement. Quality improvement is the job of every Xerox employee. This policy led to a process called leadership Through Quality, which has three objectives: 1. To install quality as the basic business principle in Xerox, and to ensure that quality improvement becomes the job every Xerox person. 2. To ensure that Xerox people, individually and collectively, provide our external and internal customers with innovative products and services that fully satidfy their existing and latent requirements. . To establish as a way of life management and work process that enable all Xerox people to continuously pursue quality improvement in meeting customer requirement. In addition, Leadership through quality is directed at achieving four goals in all Xerox activities: • Customer Goal: To become an organization with whom customers are eager to do business. • Employee Goal: To create an environment where everyone can take pride in the organization and feel responsible for its success. • Business Goal: To increase profits and presence at a rate faster than the markets in which Xerox competes. Process Goal: To use leadership through quality principles in all Xerox does. Leadership through quality radically changed the way Xerox did business. By setting up this goals and objectivities , Xerox’s management team and staff may know what is company’s direction in doing the business , it leads to a number of changes in all activities such as planning , distribution, and establishing unit objectivities. Measuring customer satisfaction and training are important components of the program, Xerox sent out surveys to customers to seek for feedback about their performance , sales , services and administrative support.
Which can help the company keep on improve their performance in all area concerned. Questions 2. Discuss the meaning of quality is a race without a finish line. What is it significance to Xerox, or to any organization? The meaning of quality os a race without a finish line can be explain by using the phases emphasis in the case by Xerox ‘s We are no longer the company we once were We are not yet the company we want to be We are a company dedicated to continuous quality improvement. We are no longer the company we once were” , stated that a company should keep on correct all failure made in yesterday , and the failure in yesterday’s history , it will no longer happen in today or happen again . so it can help the company keep bear in mind that mistakes should not repeat to keep the performance in a good quality. “We are not yet the company we want to be”, sated that a company should not satisfy with existing performance even it’s good , a company should keep step forward to improve whatever they can do , by this , company can performance better and better compare with yesterday! We are a company dedicated to continuous quality improvement” , stated that quality improvement is a “continuous” activities , it will not stop or satisfy in any stages , so company should not stop or say they have archive the goal . As per above , we can see that this thinking is important to all company that they have to keep on improving, step forward and forward than others , and also never satisfy with existing performance , this may help the company or Xerox become the best choice / first choice of the customer , it may bring a number of goodwill, revenue to the company.