ABSTRACT

Daniel G. Bobrow, research fellow, systems and practices, The Palo

Michel Boucher, Eureka World Wide database quality coordinator;

John Burgess, VP, customer services, Xerox Pricilla Douglas, prior principle, Xerox Professional Services Gary Lee, manager, service systems, Xerox Thomas Ruddy, prior manager, organization design and development,

Jack Whalen, research scientist, The Palo Alto Research Center (PARC)

Alto Research Center (PARC)

service technician

Xerox

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Founded in 1961 in Rochester, New York, the Document Company, Xerox, is a leader in the global document management market, providing document solutions (hardware, software, and services) that enhance business productivity and knowledge sharing. Headquartered in Stamford, Connecticut, the company has revenues exceeding $18.7 billion and has over 72,000 employees worldwide. Since the company’s inception, six core values have guided its business:

1. We succeed through satisfied customers. 2. We value and empower employees. 3. We deliver quality and excellence in all we do. 4. We provide superior return to our shareholders. 5. We use technology to deliver market leadership. 6. We behave responsibly as a corporate citizen.