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Proceedings Paper

Quality is good business
Author(s): Daniel L. Mueller
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Paper Abstract

Xerox virtually created the plain paper copier industry, it enjoyed unparalleled growth and its name became synonymous with copying. However, competition in the 1970s aggressively attacked this attractive growth market and took away market share. An evaluation of the competition told Xerox that its competitors were selling products for what it cost Xerox to make them, that their quality was better and that their goal was to capture all of Xerox' market share. The fundamental precept that Xerox pursued to meet this competitive threat and recapture market share was the recognition that long term success is dependent upon total mastery of quality, especially in manufacturing. In turning this precept into reality, Xerox Manufacturing made dramatic improvements in all of its processes and practices focusing on quality as defined by the customer. Actions to accomplish this result included training all people in basic statistical tools and their applications, the use of employee involvement teams and continuous quality improvement techniques. These and other actions were successful in not only enabling Xerox to turn the competitive threat and recover market share, but to also win the Malcolm Baldrige Award for Quality in 1989.

Paper Details

Date Published: 7 March 1994
PDF: 6 pages
Proc. SPIE 2102, Coupling Technology to National Need, (7 March 1994);
Show Author Affiliations
Daniel L. Mueller, Xerox Corp. (United States)

Published in SPIE Proceedings Vol. 2102:
Coupling Technology to National Need
Arthur H. Guenther; Louis D. Higgs, Editor(s)

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