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Xerox

Stakeholder Analysis. Xerox. Staff Communities Logistics Production Customer Services Officers Reduction of travel. Stakeholders. Easy problem solving Global communications through Eureka Improved recognition Improved employee retention due to membership and relationships

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Xerox

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  1. Stakeholder Analysis Xerox

  2. Staff Communities Logistics Production Customer Services Officers Reduction of travel Stakeholders

  3. Easy problem solving Global communications through Eureka Improved recognition Improved employee retention due to membership and relationships More user friendly, with automated translation Encouraged and more confident More separate network was improved by the “virtual coffee machine” Staff

  4. Reduced complaints Benefit for management stakeholders Increased intellectual capital Different contributions brought everyone together Marketing tool, development Improved decision making Opportunities for business intelligence Data Mining Management/Company

  5. Tapping Implicit knowledge Though photocopiers are regularly innovated, components are often reused throughout the ranges Improved bottom line and cost cutting Improved position in the market Market leadership Pioneering in Knowledge Entire company approach – cultural benefits Management/Company

  6. Production improvements “Inside Out” change Knowledge was all stored in one database Encouraged teamwork (reviewing)‏ Low cost solution – laptop Reduced pressure on the service people by relying on deferring responsibility to superiors Grass roots driver Top down – lack of good mechanical engineers available (2nd world war engineers were retiring)‏ Management/Company

  7. Competitive Advantage Strategic advantage – recording the implicit knowledge Adaptable system Two way communication globally Rating systems Management/Company

  8. Empowering the engineers to access the data Different companies could buy different information Competitors

  9. Improved access to accuracy of information Engineers are less likely to order unnecessary parts Expensive parts – best not to stock obsolete parts so they can reduce costs – worldwide stocking costs Suppliers

  10. Improved customer satisfaction Improved low cost solutions Improved first contact resolutions Customers

  11. Issues of ownership as a cultural issue Different parts of the company wanted to own it Free access to information – security... Competitors could use the data Issues of system control Issues of several system interfaces and system integration Interesting re-branding on Xerox; copier company, document company, knowledge company Disadvantages

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