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Planning

Organizations Mission

Xerox is a company determined to create competitive advantage in the market by

innovating its business techniques to suit the current consumer demands. The mission

statement for Xerox Corp. goes as follows:

"Our strategic intent is to help people find better ways to do great work — by constantly
leading in document technologies, products, and services that improve our customers' work
processes and business results."

Key Elements of the Company's Strategic Plan

Xerox's strategic plan is based on customer-focused service, leveraging innovation

through internal scientific research and engineering breakthroughs, and partnering with

various businesses and stakeholders. For instance, the company has invested in 3D printing

technology for manufacturing, enabling the creation of complex parts more efficiently. 3D

printing will undoubtedly cause immense changes in the global supply chains. Failure to

embrace this technology could make a company susceptible to external risks. Xerox's

strategic innovation plan is thus beneficial for present and futuristic purposes. Another

essential element of Xerox's strategic plan is expanding its location through expanding its

subsidiaries to more countries. It is also widening its global services and partnerships with

other companies. Consumers are hungry for new products in regions where economic growth

is just beginning. New agreements in nations like India and China have increased the

potential for business collaboration and boosted the economies of both countries. The

company's strategic plan also prioritizes developing corporate partnerships and providing all-

inclusive service bundles. More particularly, it assists with making progress on business

development and attending to required responsibilities. 

The Primary Strategy That the Company Pursues

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Xerox mainly pursues customer-focused service as its key strategy. Concerning

customer health and safety, the company has a comprehensive product safety plan detailing

health and safety requirements (Xerox Corp, 2018). In addition, the organization has

elaborate mechanisms for monitoring violations of regulations and voluntary codes and

labeling. Through the implementation of stringent internal standards and the careful

management of chemicals, the company has also made consistent efforts to eradicate the

usage of persistent bio-accumulative and hazardous products across its supply chain (Xerox

Corp, 2018). The company designs its products from the user and service perspective to

ensure operability and inclusion in terms of ergonomic design. Products' heights, curves, and

paper tray placement are only a few of the human interface factors the company's design team

takes into account. Human factors, industrial design, and user interface design are also highly

prized inside the organization to enhance the user's overall experience.

The company also commits to excellent customer service through relationship

surveys, transactional surveys, and social media to gauge and track customer satisfaction with

its products and services. Xerox often conducts surveys with its customers and business

partners to get feedback on how their interactions with the company have gone (Xerox Corp,

2018). Customer satisfaction with the company's offerings and help desk is gauged through

these surveys. Xerox can better serve its customers and stand out from the competition with

the help of feedback they receive. For the sake of complete transparency and accountability,

the company adheres to a strict management structure that guarantees client input is heard

and acted upon at all levels of the organization (Xerox Corp, 2018). The corporation uses

transactional surveys to track customers' happiness with its offerings and for problem

diagnosis. Consequently, the company can determine if its service level agreement goals have

been met and if its customers are happy with their experiences by conducting transactional
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surveys. In addition to its online help resources, Xerox offers its clients several social media

support options.

Survey features and functionalities, as well as advanced analytics capabilities, are part

of Xerox Corporation's global customer experience platform, allowing for more significant

insights and closed-loop follow-up to propel the company's customer experience program

forward. The consolidated platform also serves as a foundation for monitoring the

governance and measurement procedure.

Target Market and Competition

Xerox divides the business market into subsets based on the company's services.

Customers who need services like transaction processing in the back office, centralized

printing, and those who use business activities like communication, marketing, customer

support, and litigation services are the primary focus. The market is saturated with various

brands all vying for the same clientele. The company's top competitors include Canon, Ricoh,

and Hewlett-Packard.

Xerox Corporation Planning Process

The company uses a top-down planning model in which top management determines

the objective, and the rest of the team works towards achieving these objectives. The term

"top-down approach" describes a method of decision-making in which only the most senior

executives are involved in formulating an organization's overarching strategy. The CEO or a

small group of employees was responsible for many cost-cutting and growth-revival ideas.
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Reference

Xerox Corp. (2018) Putting customers first: safe products and services.

https://www.xerox.com/corporate-social-responsibility/2018/society/customer-first-

focus.html