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Topic: Miscellaneous
Number of pages / Number of words: 10 / 2707
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Initially the structure was bureaucratic which made the company suffer in the way it dealt with the competition. But after restructuring the organization, the company succeeded due to the flexibility it achieved.

Commitment to the quality of service: Since 1980, Xerox management concentrated on quality as they realized that it is a very important factor to sustain its market share...


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They not only wanted to deal with the customers' existing needs but also with the latent needs. They trained the employees in quality tools and processes which shows their commitment to quality.

Goals: Their basic vision was to achieve 100% customer satisfaction which they succeeded to achieve. They had a clear goal to become the industry benchmark in customer satisfaction and they had clear defined goals for both internal and external worlds...


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