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Xerox Organizational Changes Target Customer Experience

Press release from the issuing company

October 4, 2004 -- (by Noel Ward, Executive Editor OnDemandJournal.com, Managing Editor of WTT's Trade Show Coverage) -- Late last week, Xerox Chairman and CEO Anne Mulcahy announced several organization changes aimed at improving the customer experience, boosting productivity, more effectively aligning our resources and further strengthening accountability. Here are the highlights: Xerox North America Jim Firestone has been named President, Xerox North America, a new organization with responsibility for the North American Solutions Group, North American Agent Operations, North American Reseller Sales and North American TeleWeb Operations. Xerox Global Services will continue working with North American channels to drive solutions and services and improve linkages with North American channels. Emerson Fullwood becomes Chief Staff and Marketing Officer of Xerox North America. Leslie Varon becomes Vice President, Finance and Operational Support. “Bringing these North American distribution capabilities into a customer focused organization will enable us to truly provide better service to our customers and help us improve the customer experience," commented Mulcahy. "Jim Firestone brings a wealth of experience to his new role. He’s the right person at the right time. This is good for Xerox and good for Xerox customers.” Global Accounts and Marketing Mike MacDonald, formerly head of North American Solutions Group, has been named President, Global Accounts and Marketing Operations. MacDonald has broad responsibilities for Xerox's largest global accounts including improving the customer experience, marketing, e-marketing, xerox.com, advertising, public relations; and marketing communications. According to Mulcahy, MacDonald’s broad and deep field experience and leadership will enable the company to drive revenue in global accounts, improve customer service and align Xerox's marketing muscle to enable revenue growth. North American Solutions Group Mike Brannigan has been named President, North American Solutions Group, replacing MacDonald. Most recently Field Leader for NASG, Brannigan is a 32-year veteran of Xerox with broad leadership experience in both commercial and public sector accounts. Business Group Operations Ursula Burns continues as President, Business Group Operations, with several changes and additions to her organization. Among them: Quincy Allen has been named President, Production Systems Group. Pat Cusick, Chief Information Officer, will become part of BGO. Nancy Rees has been named head of the Xerox Supplies Group. Wim Appelo who becomes Vice President, Paper, Supplies and Supply Chain Operations. Other changes were also make in corporate finance and corporate strategy. “Organization changes should never be considered an end in themselves. They are a means to an end,” Mulcahy said. “Our intent is to organize in a way that helps us help our customers and to ensure that we have the best people in the right assignments with the right resources and accountability as we accelerate our drive to transform Xerox and return it to greatness.”