Over many years Xerox has experienced change from a great number of directions and at a faster pace than have most companies. In the 1980s it survived a crisis that took it to the verge of bankruptcy, and managed to turn itself around by leading the introduction of quality management ideas in the West. It achieved wide recognition for doing so when it won the coveted Baldrige Award in the USA in 1989 and the European Quality Award in 1992. But few people know that this philosophy has been complemented and even superseded in the 1990s by a highly focused approach to empowering and developing people that is being credited inside Xerox with keeping the company at the forefront of innovation and growth in its markets.

Competing in a ...

Get Learning Through Knowledge Management now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.