benchmarking is nothing more than comparing yourself with, and learning from, others who have achieved high standards of excellence. It is a common-sense approach to improving the quality of any endeavour. For a company, it is an analytical process for measuring your operations against others already considered 'best in class', either inside or outside your industry. Insights generated by benchmarking allow you to develop and implement specific actions to close the gap between you and those peers that are best in the class, and eventually surpass them. __ Leadership Through Quality is a strategy and a process that has become the Xerox way of working at all levels. It will allow xerox to set goals and establish targets and objectives. It \ implemented Leadership Through Quality via competitive benchmarking, employee involvement and a total commitment to meeting customer needs and requirement. It turned its strategy to product differentiation to meet the target of its customer satisfaction by Quality production to survive. The Leadership Through Quality Strategy and the way it developed over the past years to become the strategy for global competition are widely attributed to be the single most important initiative that enabled Xerox to win back market share from the Japanese-one of the very few companies in a targeted industry ever to do so Our strategy to address these four key priorities was based on six principles: customers define our business. We must continue to identify and define critical market segments, and fully understand customer's problems, requirements and needs.

2. To what extent were the changes undertaken by Xerox after 1980 the result of functions working together to achieve a common goal?