Answer the following questions

Question (1): Based on what you have learned about Benchmarking, read the following case study and answer the below questions: ( 8 marks)

Xerox

By the late 1970s, Xerox was losing significant market share to its Japanese competitors. Not only were the Japanese products excellent, but also, to Xeroxs dismay, they were sold for less than Xerox could manufacture them. Xerox found that it had nine times as many suppliers as the Japanese companies and made seven times as many manufacturing defects. Lead times for new products were twice as long, and production setup times were five times as long as the competitors.

Xerox introduced benchmarking in 1980. Its processes and practices were benchmarked against the best in and out of its industry. As a result of these efforts, Xerox saved itself. Today Xerox is a world-class competitor, capable of holding its own in terms of technology, price, service and customer satisfaction against any competition. Benchmarking at Xerox has reached into every facet of the company and remains a primary feature of the corporation.

Discussion questions:

1- Using public domain information, such as that available on the internet, determine where Xerox stands relative to its competitors today? (2 marks)

2- What do you think motivates Xerox to invest in benchmarking? (3 marks)

3- What ethics should be followed by Xerox in implementing benchmarking with other competitors? (1 mark)

4- In your opinion, what kind of improvement should Xerox undergo? (2 marks)

Question (2): Answer the following question: (8 marks)

Explain Deming cycle of continuous improvement with the attempt to answer the 4 questions of: Why measure? What to measure? Where to measure? How to measure?

.

Question (3): Answer the following question: (4 marks)

Critical success factors are the building blocks of the mission statement. Referred to your studies about the relationship between the Mission statement, Critical success factors and KPIs, fill in the below representation by a suitable mission statement and one Key performance indicator to the mentioned critical success factor.

Qention (3) Aneer the following ustion mark Critical success factors the building blocks of the mission statement Referred to your studies about the relationship between the Mission statement, Critical success factors and KPIs, fill in the below representation by a suitable mission statement and one key performance indicator to the mentioned critical success factor Misalon statement Cacter We must have Performance