TOTAL QUALITY AFTER THE AWARD - THE XEROX STORY SPEAKERS AND AFFILIATION Developments In Business Simulation & Experiential Exercises, Volume 17, 1990 242 TOTAL QUALITY AFTER THE AWARD - THE XEROX STORY SPEAKERS AND AFFILIATION SPEAKERS: JOHN COONEY, Manager. National Quality Communications and Promotion Office MIKE HARAVITCH, Manager, Corporate Quality Office Outline: The Baldridge Award - A Beginning Addressing the “Warts” Certification Process Policy Deployment Xerox Quality 2000 This session tracks the learnings of the Baldrige application process to the vision of Quality into the year 2000. It focuses on the implementation of total quality across the operating companies and districts within Xerox. Further it defines the measures and plans of continuous improvement on the Xerox Total Quality Journey. COMPANY PROFILE Xerox Corporation consists of two businesses: Business Product and Systems (BP&S) and Xerox Financial Services. BP&S employs 50,200 people in the United States and accounts for over 50% of about $18 billion in revenue. The multinational corporation is the world’s largest provider of copiers, duplicators, and electronic printers with a range from low volume copiers to high-performance integrated systems for handling every aspect of document creation, storage, and reproduction. In 1983 Xerox initiated Leadership Through Quality which focuses on quality as the company’s basic business principle. On November 2, 1989, Xerox Business Product and Systems was awarded the Malcolm Baldrige National Quality Award. PERSONAL DESCRIPTION Mr. Cooney is Manager of the National Quality Communications and Promotion Office for the United States Marketing Group, Xerox Corporation in Rochester, New York. During the past year he has facilitated the sharing of the Xerox Quest for Quality with over 42,000 people across America. The primary interface being Presidents and CEO’s of Fortune 500 companies and leaders of medium and small businesses. John is also on the Governor’s Committee for a “Quality at Work” Award for the state of New York. Mr. Cooney was Vice President of Customer Services in Dallas, Texas prior to his selection to the National Quality Award Team, which prepared the Xerox Application for the Malcolm Baldrige National Quality Award. He has also held Vice Presidential posts in Finance and Administration. He has been responsible for implementing many of the Quality initiatives at Xerox over the last 10 years. Mr. Cooney has an undergraduate degree in Industrial Management and a Master’s in Business Administration from the University of Detroit. He resides in Fairport, New York with his wife Brenda and two children. Mr. Haravitch is Manager of the Corporate Quality Office of Xerox Corporation, Stamford, Connecticut. During the past 27 years with Xerox, Mr. Haravitch has held positions in Design Engineering, Service Planning. Product Planning and Strategic Planning. Most recently, he has been focused on the Development and Application of Leadership Through Quality throughout the Corporation. Mr. Haravitch has an undergraduate degree in Electronic Engineering and a Master’s degree in Business Administration. He is a member of the adjunct faculty at the Rochester Institute of Technology where he teaches Mathematics and Statistics. Table of Contents Volume 19, 1992 The Pedagogical Utility of a Management Simulation Game in a Business Policy Course Modeling Economic Environments in Business Simulations: Some Comparisons and Recommendations Experiential Learning and TQM Principles: Teaching Behavioral Science in a Business School The Use of Poster Presentations as a Final Project in the Business Policy Course The Device Business: A Management Simulation for Strategy Formulation The Advantages of Experiential learning in the Auditing curriculum A Framework for the Identification of Moderated and Mediated Performance consequences of Pedagogical Alternatives Simulating Qualitative Research Relating to Values and Lifestyle Segmentation A New Market Demand Model for Business Simulators Interactive Optimization Using the Method of Relative Improvement Preferences: Methodology and Empirical Evaluation The Service Trainer Simulation Benefits of Internet Computer Networks for ABSEL Members How Should We Measure Experiential Learning? An Assessment of Simulation Usage in Management Accounting Courses The Influence of Myers-Briggs Type and Group Dynamics on Simulation Performance Effective Leadership Behavior in the Desert Storm Arena: An Application of the Vroom-Yetton-Jago Model Installing and Consolidating Work-Team Values: The Effects of a Multicultural Outdoors Experiential Program Key Determinants and Decision performance in a Business Simulations and Experiential Learning environment Multi-Cultural Experiential Learning: A Computer Simulation in Indonesia Attitudes Toward and Emotions Related to Women as Managers: A Replication and Beyond Scenario Approach to Simulating Consumer Expenditures: A Cross-Cultural Analysis Insights into Ethical Decision making Activities and Organizational Performance: A Management Simulation Analysis of College Students and Managers Evaluating a Business Simulation Program for Joint Venture Negotiation and Management Teaching Business Interviewing Strategies with an Experiential Approach Cooperative Learning Across the Business Curriculum Modeling Total Quality Elements into a Strategy-Oriented Simulation Teaching Business Decision making using a Simulator Extending the Educational Utility of a Simulated Competition within the Confines of an Established Undergraduate Marketing Curriculum Expert Systems Versus Traditional Methods for Teaching Accounting Issues Confidence Extremes Diminish Quality Performance in a Total Enterprise Simulation Can Ethics Be Taught? A Simulation Tests a Traditional Ethics Pedagogy Through The Looking Glass, Inc.: Organizational Climate Research as Experiential Pedagogy The use of Cluster Analysis for Business Game Performance Analysis Power and Ethnicity: An Experiential Learning Exercise (How to Sensitize Students to Diversity) Directed Development of Critical and Creative Thinking Skills for Case Analysis Implementing Total Quality Management in a Computerized Business Simulation Product Quality in Business Simulations Use of Simulation for Ethics Education in Management Satisfying the University's Customers through Total Quality Management Instruction: A Case Study Personality Characteristics and Group Performance in Total Enterprise Simulations Concepts of Interval Estimation and Quality Control Charts via Computer Simulated Sampling An Examination of the Effect of Team Cohesion, Player Attitude, and Performance Expectations on Simulation Performance Results The Effectiveness of Inventory Management and Production Scheduling Training in a Total Quality Management Environment Peer Group Indicators of the External Validity of Business Games: A five-year Longitudinal Study Political Strategies and Personal Actions Does Practice make Perfect? Observations on Simulation Trial The Use of A Non-Business Computer Simulation to Teach Marketing Management BankPro Commercial Bank Simulation The Production Game Pursuing Excellence: Work Strengths, Assets and relevant Values (An Exercise) Test of a Short Outward Bound Experience for College Students What is it that we want Student To Learn? Using Two TQM Philosophies when Playing Blackjack The Lagged Effects of Decision Variables on Financial Performance Measures Used in Two business Simulations The Development of an Experiential Exercise for Career Planning and Effective Job search Performance Measuring Quality in Management of Business Pedagogy Exploring Quality and Productivity Improvement: Using and Experiential Process Toward a Generalized Architecture for Intelligent Reactive Management Systems The Quality Game TQX: Using Expert Systems to Improve Training in Total Quality Management A Simulation of the Effect of the Medicaid Payment Lag on the Financial Position of Community Pharmacies The Use of a Board of Directors to Evaluate and Validate Decisions in a Competitive Graduate Management Simulation Course The Impact of Academic Dishonesty on Business Simulations and Experiential Learning Activities Picture Project: An Experience of Icebreaking and/or Decision-Making An Effective Role-playing Exercise for Teaching Requisite TQM Supervisory Attitudes/Behavior Computerized Management Simulations and Some Correlates of Students' Satisfaction The Timing and Stability of Reactions to Market Structure in a Single Player Simulation Environment A Graphics Application Extension for a Simulated Decision Support System Environment Aspects of a Group Project Utilizing Actual Business data and a Computerized Accounting System The Role of Universities' Extended Learning Department in Assisting Organizations Implement Total Quality Management A three-dimensional Learning Experience to Develop Total Quality Management Skills Estimating Quality Costs by Computer Simulation Applications and Examples of Quality Control Software Assessing Business Pedagogy A Demonstration of an Experiential Process for Exploring Quality and Productivity Improvement Processes An Action-Ethics Dilemma: A Demonstration Org Sim Jr.: A 2-3 Hour Version of the 2-Day Blanchard/Murrell Organization Simulation Building Buildings: An Experiential Exercise in Organizational Structure, Communication, Leadership and Group Dynamics Expert Systems for Organization Design: A Demonstration A Demonstration of Product Quality in a Business Simulation: Version 2 of CEO Two Revolutions, Total Quality Leadership, and the Baldy: The Story of Milliken Total Quality after the Award - The Xerox Story Building a Competitive Advantage through Customer Satisfaction and Reengineering Human Resource Planning: Managing the Only Renewable Resource for a Competitive Advantage Using Simulations to Teach International Issues: An analysis of the Multinational Management Game's Learning Environment Quality Function Deployment: A Tutorial Care and Nurturing of Teams Making a Good Thing Better: Adding TQM to Participative management Empowering Organizations to Redesign and Transform Themselves - Eastman Chemical Using Simulations in Field Management Development of an International Life Insurance Company Reinforcing the TQ Environment via Simulation Transforming a Business College into a Total Quality College