From shifting Tin to Taming Transaction by Andy Jones - Xerox
Xerox has an iconic history of innovation. They lead in their experience of transformation from a conventional high tech manufacturer to a services business. This presentation will describe how creating new revenue from their services business model has been key to continued success.
7. Getting Out of Our Box
90s
Facilities
management
and consulting
services
7
2004
New Xerox
Global
Services
December 4, 2013
2005
Continued
investments to
improve
capabilities
Xerox Confidential
9. Building for Success
90s
Facilities
management
and consulting
services
9
2004
New Xerox
Global
Services
December 4, 2013
2005
2006/7
Continued
investments to
improve
capabilities
Mega deals and
capabilities go
global through
shared delivery
Xerox Confidential
11. The Step Change
90s
Facilities
management
and consulting
services
11
2004
New Xerox
Global
Services
December 4, 2013
2005
2006/7
Continued
investments to
improve
capabilities
Mega deals and
capabilities go
global through
shared delivery
Xerox Confidential
2010
Acquired ACS
Largest independent
BPO player
12. “A World Made Simpler”
http://www.youtube.com/watch?v=kEnRQAz2Fqg
12
December 4, 2013
Xerox Confidential
13. .. and many Lessons Learnt
• Managing Financial Expectations
• Nurturing People and Culture
• New Approaches to Business Management & Governance
• Turning Development into Innovation
• From Customers to Clients
90s
2004
Facilities
management
and consulting
services
13
2005
New Xerox
Global
Services
Continued
investments to
improve
capabilities
December 4, 2013
2006/7
Mega deals and
capabilities go
global through
shared delivery
Xerox Confidential
2010
Acquired ACS
Largest independent
BPO player
2013
> 50% worldwide
revenue from
services
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Is the real realisation around business efficiency improvement and use this to release the hidden potential ??Paper removal is complex as it impacts all staff and all procesess so we need to consider all the dimension when designing the change journey.
Direct costs are very visible.The indirect impacts of having a paper driven business are much more difficult to quantify and most organisations have little or no knowledge of what they are, but the costs associated with a manually intensive environment is orders of magnitude much greater than the direct paper cost.The opportunity therefore is not just to remove paper but also transform the business to be more reactive, joined up and knowledgeable about your customers and the status and nature of the interactions with themBecause your processes are very paper dependant you have in built in efficiencies and inertia which mean your productivity is much lower and cost of service delivery significantly higher than need be in a less paper driven model.So what do you really get focussed on ???? Less paper or really grasping the opportunity afforded through paper reduction to fundamentally improve the underlying business