A corporate business excellence process

Abstract

The paper traces the evolution of leadership through quality (the Xerox approach to TQM) and the development of a company-wide self-assessment and business results diagnosis methodology at Xerox. It also shows how quality assessment is linked to the annual operational planning and management process. It describes the structure and management process by which Xerox managers use facts and data to conduct a company wide assessment of TQM practices, and to diagnose and eliminate the root causes of gaps in business performance to produce process-based continuous quality improvement.