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Xerox Named One of World's Most Admired Knowledge Enterprises

Wednesday, December 01, 2004

Press release from the issuing company

STAMFORD, Conn.--Nov. 30, 2004-- For the seventh year in a row, Xerox Corporation has been named one of the world's Most Admired Knowledge Enterprises by Teleos, an independent knowledge management research company, and the KNOW Network, a global community of knowledge-driven organizations. The award honors global organizations that are most effective in transforming enterprise knowledge into revenue-generating ideas, products and solutions. Xerox was named as a 2004 Global Most Admired Knowledge Enterprise for "creating an environment for collaborative knowledge sharing" and for "delivering value based on customer knowledge." "Since Xerox began capturing the architecture of information more than 30 years ago, it has developed a deep understanding of how knowledge is captured and acted on and how it flows through our clients' organizations, as well as our own," said Tom Dolan, president, Xerox Global Services. "We believe that global enterprises can reap significant benefits when they increase the organizational value of knowledge work by simplifying and streamlining document processes." Xerox has embedded this conviction in its internal processes and in the systems and services it deploys in its customers' locations. One example is a system called the Sentinel Customer Satisfaction Assurance Program(TM). The Web-based knowledge system was designed by Xerox to quickly detect and solve customer problems by linking customers to Xerox problem solvers in real time. Sentinel not only catches nascent customer problems and routes them for immediate resolution, but it also captures compliments. In the pilot installation, customer satisfaction rates went from below 80 percent to above 95 percent and Xerox was able to tabulate and report on problems, learn from comments and document satisfaction with pages of compliments. Xerox's Smarter Document Management(SM) is another key way the company is delivering value based on customer knowledge. The "smarter document management" strategy includes a range of document technologies, software and consulting services to help customers reduce costs, streamline operations, and simplify how they work with information and documents. For instance, Xerox streamlined the process of writing, approving and distributing routine maintenance advisories for a major airline. Xerox identified areas for process improvement, developed smart document standards that simplified the authoring process and automated the process. The project not only cut costs and reduced the time spent tracking compliance, but it also improved reporting capability.

 

 

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