LEADING THROUGH QUALITY
URSULA BURNS AND TRANSFORMATIONAL
LEADERSHIP STYLE“LEADING THROUGH QUALITY AT XEROX”
COMPANY BACKGROUND
XEROX IS A MULTINATIONAL CORPORATION THAT
SERVES THE GLOBAL DOCUMENT PROCESSING
MARKET. IN THE EARLY 70'S, XEROX WAS MORE
CONCERNED WITH AN ANTITRUST CASE THEY WERE
INVOLVED IN. IN 1982, THEY DEVELOPED A
REVITALIZATION PLAN CALLED "LEADERSHIP
THROUGH QUALITY.”
LECTURER AIDS
 THESE LECTURE NOTES CAN BE UTILIZED BY THE
LECTURE FOR TWO (2) THREE (3) HOUR CLASSES OR
(3) THREE (2) HOUR CLASSES
 VIDEOS, SUPPLEMENTAL READINGS AND QUOTES
FROM XEROX CEO URSULA BURNS ARE AVAILABLE
FOR USE BY THE GRADUATE STUDENTS
LEARNING OUTCOMES
TO ANALYZE HOW XEROX CORPORATION (XEROX) NEW CEO URSULA
BURNS HAS UTILIZED HER TRANSFORMATIONAL LEADERSHIP SKILLS
TO TURN THE COMPANY AROUND
UNDERSTAND THE ISSUES AND CHALLENGES FACED BY WOMEN BUSINESS
EXECUTIVES
EXAMINE THE GROWTH AND SUCCESS OF URSULA BURNS.
STUDY THE LEADERSHIP QUALITIES AND MANAGEMENT SKILLS OF
URSULA BURNS.
DISCUSS THE LEADERSHIP LESSONS THAT CAN BE LEARNT FROM URSULA
BURNS.
ANALYZE THE CHALLENGES FACED BY URSULA BURNS IN HER NEW ROLE
AND EXPLORE WAYS IN WHICH SHE COULD OVERCOME THESE.
SWOT ANALYSIS
XEROX CORPORATION - STRATEGY AND SWOT ANALYSIS COVERS
THE COMPANY’S STRUCTURE, OPERATION, SWOT ANALYSIS,
PRODUCT AND SERVICE OFFERINGS AND CORPORATE ACTIONS,
PROVIDING A 360° VIEW OF THE COMPANY.
FEATURES:
- DETAILED INFORMATION ON XEROX CORPORATION REQUIRED
FOR BUSINESS AND COMPETITOR INTELLIGENCE NEEDS
- A STUDY OF THE MAJOR INTERNAL AND EXTERNAL FACTORS
AFFECTING XEROX CORPORATION IN THE FORM OF A SWOT
ANALYSIS
- AN IN-DEPTH VIEW OF THE BUSINESS MODEL OF XEROX
CORPORATION INCLUDING A BREAKDOWN AND EXAMINATION
OF KEY BUSINESS SEGMENTS
CASE STUDY
THIS CASE STUDY CENTERS ON XEROX IN A GLOBAL ECONOMY
I. LEADERSHIP OF XEROX IN THE 21ST CENTURY AND BEYOND
II. THE LEADERSHIP OF URSULA BURNS CEO OF XEROX
III.SWOT ANALYSIS FOR XEROX WITH NEW MANAGEMENT AT
HELM
IV. WHAT DOES THE FUTURE HOLD FOR XEROX?
XEROX BUSINESS MODEL
XEROX BUSINESS MODEL II
QUOTES FROM URSULA BURNS
I'M AN ADVOCATE FOR CHANGE AND EAGER TO BREAK A LITTLE
GLASS WHEN NEEDED. I'VE ALWAYS FELT THAT SATISFACTION
WITH THE STATUS QUO HAS ALWAYS BEEN A RECIPE FOR
DISASTER. IN TODAY'S WORLD, IT'S LIKE RAISING THE WHITE
FLAG OF SURRENDER. SO WHILE I HONOR OUR PAST, I
EMBRACE CHANGE AND RECOGNIZE THAT AS GOOD AS WE ARE
TODAY, WE MUST BE THAT MUCH BETTER IN THE FUTURE.
THAT'S MY MOST IMPORTANT CONTRIBUTION."1
- URSULA BURNS, CHAIRMAN AND CEO OF XEROX CORPORATION,
IN 2009
STATEMENT OF INCOME - XEROX
Condensed Consolidated Statements of Income (Unaudited)
Three Months
Ended March 31,
(in millions, except
per-share data)
2012
2011
% Change
1,671
(5
%)
Revenues
Sales
$
1,588
$
Service, outsourcing
and rentals
3,767
3,632
4
%
Finance income
148
162
(9
%)
Total Revenues
5,503
5,465
1
%
FINAL THOUGHTS
URSULA BURNS AND HER TEAM AT XEROX REALIZED THAT THEY
NEEDED TO RESOLVE THE APPARENTLY CONTRADICTORY
CHALLENGE OF FINDING NEW WAYS OF AFFECTING CHANGE
WHILE SIMULTANEOUSLY BUILDING EMPLOYEE MORALE.