Lean Six Sigma
Capabilities Brief
A new way to look at today’s business
challenges…using Xerox Lean Six Sigma
The Xerox approach combines
the disciplines of Lean and Six
Sigma to achieve measurable
MEASURABLE
business results for our
BUSINESS RESULTS
customers and ourselves.
$
$$
faster
response
to market
demands
faster lower
cycle costs
times
improve
increase
consistency
speed
reduce improve
waste quality
XEROX LEAN SIX SIGMA
DMAIC process • DMEDI process • Design For Lean Six Sigma (DFLSS)
• Leadership development
• Customer-centered culture driven by performance excellence
• Collaboration
• Data-driven, fact-based decisions
There’s a new way to look at it.®

t
“We’ve gone at it
t
with a vengeance.”
—Xerox Chairman
Lean Six Sigma
and CEO,
Anne Mulcahy,
in Business Speed + Low Cost Culture + Quality
Week Online
Lean SPEED enables Six Sigma QUALITY
Six Sigma Quality enables Lean Speed
In 2003, Anne Mulcahy and
(faster cycles of (fewer defects means
Xerox’s senior leadership
experimentation/
team launched the Xerox less time spent on
learning)
Lean Six Sigma initiative with a massive commitment rework)
to deploy Lean Six Sigma tools and methods in all
operations worldwide. It is becoming the way we
work internally and with customers.
XEROX LEAN SIX SIGMA
AT A GLANCE
Finding better ways to work. By integrating the tools and processes
of Lean and Six Sigma, we’re creating a
In today’s competitive business
powerful engine for improving quality,
environment, success depends on 2,000 executives and managers
n
efficiency, and speed in every aspect of our
constantly finding ways to work smarter… have undergone leadership
business.
quicker…and better. That’s why Xerox has training
made a major, companywide commitment
More than 600 trained Master
n
to Xerox Lean Six Sigma. Accelerating and expanding progress.
Black Belts and Black Belts are
This disciplined methodology— Embedding a rigorous methodology like working on projects, many with
which builds on our award-winning Xerox Lean Six Sigma into our company’s customers
quality tradition—is driving dramatic culture isn’t a short journey. It’s a deep
improvements in every aspect of our More than 1,500 Lean Six Sigma
n
commitment not only to near-term results
business. projects completed or underway
but also to long-term, continuous, even
internally and with customers
breakthrough improvements.
Building a powerful engine for The latest example is Design For Lean Six Over 2,500 Green Belts trained
n
continuous improvement. Sigma, which has now launched in our and working on projects
product development and delivery value
Xerox Lean Six Sigma is a rigorous,
More than 30,000 employees
n
chain. In the next few years, customers
data-driven, results-oriented approach
trained online as Yellow Belts in
will see even greater value from new
to process improvement. It combines
Lean Six Sigma as well as other
Xerox technology and solutions.
two industry-recognized management
process improvement courses
As a result, more enterprises in more
methodologies evolved by companies like
industries are seeing more reasons to
GE, Toyota, Motorola, Bank of America, Design For Lean Six Sigma
n
become Xerox customers.
and Xerox. training and projects launched
Data as of July 2005

Helping our customers achieve assessment services. They help find Other Black Belts and Green Belts are
breakthrough results. ways to save up to 35% of client’s total at work collaborating with customers
document costs and leverage their IT in Xerox-managed services sites to
Xerox Lean Six Sigma is helping us make
and infrastructure investments. That provide ongoing improvements and new,
major improvements inside our company.
can have a big impact on the bottom measurable customer value.
Now we’re putting that growing expertise line, since document management costs
directly at the service of our customers. usually consume between 5 to 15% of a * Source: Research based on assessment work
with over 300 Xerox customers.
company’s total revenues.*
Xerox Black Belts are helping deliver
expert business process consulting and
The customer value of Xerox’s Lean Six Sigma capability.
Here are just a few examples of the real-world benefits our customers are achieving by collaborating with Xerox
experts using the analytical, data-driven tools and processes of Xerox Lean Six Sigma.
Monroe County Sheriff’s Office InterContinental Hotels Group
Brooklyn
Public
New York State’s largest sheriff’s The InterContinental Hotels Group,
Library
department—the Monroe County which manages 3,500 properties around
Sheriff’s Office—engaged us to engineer the world, chose Xerox to engineer IT
a new approach to processing accident improvements that saved the company
reports. $1.2 million and improved customer
satisfaction at the same time. All of
The result? The average processing cost
which helped the company deal with the
reduced from $28 to $8…a four-month Brooklyn Public Library challenging realities of the post-9/11
records backlog eliminated…and the
business environment.
The Brooklyn Public Library, the nation’s
amount of time it takes deputies to file
fifth-largest public library system,
reports went from thirty to five minutes. “Lean Six Sigma demonstrated that Xerox
selected Xerox to develop an automated
A big impact on productivity, public really understood our business and they
Patron Access Management System that
safety, and the bottom line. became a stakeholder. Instead of being a
saved 135,000 hours of staff time and
vendor, they became a partner.”
“I had never in my time in government uncovered new revenue streams.
service seen a project of this complexity —Eric Hardaway
The new system, which uses a “smart,”
get turned around and delivered with VP Applied Technology
multi-purpose library card, also
all of what we needed so quickly and InterContinental Hotels Group
dramatically improved customer service
completely.” and satisfaction while reducing costs by
more than 70%.
—Patrick M. O’Flynn
Monroe County Sheriff “We’ve now taken about $2 million
of labor and fed that back into the
workplace.”
—John Vitali
CFO, Brooklyn Public Library

Learn how Lean Six Sigma can work for you.
Let Xerox provide you with a quantitative
roadmap for success.
Contact us at www.xerox.com/globalservices.
Disciplined methodologies that yield results.
Xerox employs a variety of Lean Six Sigma methodologies, including:
• DMAIC (Define, Measure, Analyze, Improve, Control): A standard approach for re-engineering existing processes. Overview examples below.
• DMEDI (Define, Measure, Explore, Develop, Implement): Ideal for optimizing new processes.
• DFLSS (Design For Lean Six Sigma): Used, with specialized tools, for customer-driven design of new technologies and services.
LEAN SIX
EFINE EASURE NALYZE MPROVE ONTROL
SIGMA PHASES
Description • Establish • Establish • Identify root • Develop, plan • Implement
problem current state, causes solutions solution
statement identify where a
• Identify time- • Run pilot • Monitor success
process can be
• Establish intensive activities of solutions
streamlined • Failure analysis
success of a process
• Develop process
criteria
• Identify how controls and
to eliminate mistake proofing
non-value-
added steps
T O L L G AT E R E V I E W
T O L L G AT E R E V I E W
T O L L G AT E R E V I E W
T O L L G AT E R E V I E W
SIPOC Solution
Value Stream Pareto/ Dashboards
Tools and Methods
Selection
Mapping Regression/
(examples)
Bar Charts
• Capture voice • Solution
• People, process
of customer, replication
and technologies
business, and
• Visual process
process
controls
SUCCESS CRITERIA
Non-value-
added steps
Business value-
added steps
Customer value-
added steps
• Provides • Allows all • Provides an • Gives • Allows for
Value single-minded stakeholders opportunity to participants a process
focus for the to agree on formulate key clear roadmap control and
entire process objective insights that for executing continuous
improvement process will drive the appropriate improvement
engagement metrics implementation process changes based on
of the solution metrics
defined earlier
in the process
© 2005 XEROX CORPORATION. All rights reserved. XEROX® and There’s a new way to look at it® are trademarks of Xerox Corporation. All other brands are trademarks of their respective owners. 08/05 610P723920