Total Quality Management At Xerox: A Case Study

Article

Gitlow, Howard; Loredo, Elvira   (1993, Marcel Dekker, Inc. and ASQC)   University of Miami

Quality Engineering    Vol. 5    No. 3
QICID: 11648    January 1993    pp. 403-432
List $10.00
Member $5.00

FOR A LIMITED TIME, ACCESS TO THIS CONTENT IS FREE!
You will need to be signed in.
New to ASQ? Register here.

Article Abstract

This article describes an application of total quality management (TQM) at Xerox. The article is divided into two parts. The first part describes the reasons behind Xerox's decision to implement TQM and Xerox's Leadership Through Quality process. The second part presents a detailed case study of how Xerox employees used quality concepts and tools to increase customer satisfaction. The case study presented in this article was prepared by Xerox employees and represents the type of work that won the Malcolm Baldrige Award.

Keywords

Case study,Benchmarking,Goals,Delivery,Quality improvement process (QIP),Leadership,Inspection,Participative management,Problem solving,Customer satisfaction (CS)


Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers





ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.