Knowledge Management Strategy in XEROX

1. A Presentation on
Knowledge Management
Strategy in XEROX

2. What is Knowledge Management
Knowledge management (KM) is the process of
creating, sharing, using and managing
the knowledge and information of an organization.

3. Types of Knowledge Management

4. IMPORTANCE OF KNOWLEDGE MANAGEMENT
• KM is a discipline that improves the ability of organisations to solve problems better
and survive disruptive changes.
• One of the biggest challenges behind knowledge management is the sharing of
knowledge.
• Due to existing knowledge base, the employees can find all the information they
need.
• Facilitates IT staff members stay up to date on various, ever changing technologies.

5. A Knowledge Management System
Data management system
Collaborative toolsDatabases
A good KM
System

6. Case Study

11. Important points in the Case -
• Established in the 1980’s – The Document Company
• KM Incorporated into Organizational Business Strategy (1995)
• Conduced extensive research before introduction into organization
• Effectively communicated to employees the benefits of using KM
• It worked to turn its product as a service

12. •Eureka
• Goal: To share intellectual capital
• Information System created to share solutions worldwide
• Benefits: Saves time, resources and money
• Example: A solution developed in Toronto was used by someone in South
America. In this case the person discovered that they did not have to
replace a $40,000 machine that they were having difficulties with, they
only had to replace a 90 cent connector.

13. • DocuShare
• Web-based tool
• Enabled research lab community to share progress with other scientists
working on the same project.
• The community using DocuShare has grown from 500 research engineers to
30000 employees inside Xerox.
• Adapted software for research

14. ABOUT XEROX
• Industry Document services
Business process services
.
• Founded April 18, 1906; 110 years ago(as The Haloid Photographic Company)
Rochester, New York, U.S.
• Founders Joseph C. Wilson
Chester Carlson
• Headquarters Norwalk, Connecticut, U.S.
• Area served Worldwide
• Key people Ursula Burns
(Chairman & CEO)
• Products Office printers, Production printers & digital presses, multi-function
printers,wide format printers, projectors,scanners Copiers, and other office
equipments
• Services Business processes, document management, and outsourcing services

15. Timeline of Xerox
In 1947 , XEROX In 1960s , Xerox diversified From 1970s to 1980 , Xerox
Started as a copier into the information is in recession and lost the
Company technology and research the monopoly in the
oriented business manufacturer of copiers
1959 1970 1990s
1947 1960s 1970-1980
In 1959 , Xerox invented
the first copier to use
ordinary paper
In 1970. Xerox
opened the Palo Alto
Research Centre
In 1990s , Xerox started
Knowledge Management and
Research on Knowledge
Sciences

16. PRODUCTS

17. COMPETITORS OF XEROX

18. Competitive Advantage
• Global Presence
• Xerox brand
• Xerox technology and innovation

19. KM strategies of XEROX
Doing further
research in
development
tendency of km
Creating the
position of CKO
Establishing the
corporation
intranet
Building
internal
knowledge base
of corporation
Attaching
importance to
the exploitation
and sharing
intellective
Resources
Altering the
traditional
marketing
method

20. Function of KM in Xerox
Promote Use and sharing of Knowledge
Report through organizational structure
Integrate Km into function and processes
Support the collection and sharing of knowledge
Established standards for knowledge use and
retention
Communication
Process

21. Eureka
System

22. Technician
Pending tip
database
Validation
Knowledge
Base
Submit Solutions
Field experts
Eureka ! Conversion with
validator
Receive
feedback/improve
reputation

23. Why Collaborate ( Why Eureka )

24. Application of Eureka
Field expert Database Users
Product design and
manufacture
Knowledge sharing
with business
partners
Product
Documentation
Call Center and remote
support
Knowledge
Base

25. XEROX DOCUSHARE
• Xerox DocuShare is a document management system for businesses
of all sizes.
• The Web-based system helps businesses to share files without
complicated software, cloud storage or an internal website.
• DocuShare lets you share directly from your hard drive and access it
at any time online.
• Xerox DocuShare does not restrict what types of files a business
shares.
• The purpose of the service is to help users share any file at any time
with other users.

26. BENEFITS OF DOCUSHARE
• The Web-based software has been proven to reduce document search time
by up to 80 percent as compared to other print and digital document
search methods.
• With all documents in one location, employees only need to search that
location to find what they need.
• The centralized administration gives a business full control over which
employees and groups have access to specific files.
• A built-in fail-safe disaster recovery option enables you to protect data
even if someone deletes important files.
• Xerox DocuShare reduces operational costs and uses less paper and
energy. DocuShare is seen as a “green” alternative.

27. Xerox DocuShare Customer-
• NASA Jet Propulsion Laboratory
• Canada Communications Group (CCG)
• Stanford University
• Honeywell IAC

28. Revenue of Xerox from 2009 - 2014

29. Revenue for the year 2015

30. Practice of KM of Competitors

31. Canon-
• Creating a corporate knowledge driven culture
• Creating a learning organization
• Maximizing intellectual capital
• Delivering knowledge based products/services

32. Hewlett & Packard
• HP support manager
• The Kalliope Project – designed exclusively for engineers at Hp for
accessing internal software documents

33. Kodak
• DITA - Darwin Information Typing Architecture - an XML-based
program used by content authors, editors and other publishing
personnel for sharing content—into their businesses.

34. SWOT ANALYSIS
STRENGTHS-
• Strong corporate brand
• Strong R & D lab.
• Strong environmental focus
• The organization has a reputation for innovation and high quality
management

35. Weakness-
• Less focus on product features
• PARC became an independent company
Opportunities-
• The inclusion of environment along with the technological
advancement gives the company an edge over others.
• Through Xerox policies the have the opportunity to recruit the best
talents

36. Threats-
• Strong competitors like HP, Canon inc., Ricoh etc.
• Financial constraints
• Growing pressure on companies to become carbon neutral.

37. Question
• 1 Do you think Eureka is still important to be used ?
• Yes , Eureka system is a e-learning based system , so it can spread
knowledge over the internet , so everyone can get the knowledge
easily

38. • 2. Complement to the Knowledge Management practice in Xerox ?
• Xerox technicians got “professional credit” for authoring something,
people who work out loud tap into even greater intrinsic motivations.
Since the emphasis is on deepening relationships and not just sharing,
people who work out loud tap into autonomy, mastery, and purpose.
Their growing network makes them feel more connected while giving
them more control over their learning and access to opportunities.

39. • Can Eureka and DocuShare be a competitive
advantage for Xerox in near future?
• With the integration of KM with Eureka and DocuShare, it provides an
insight for the employees for providing better services to its clients
and also helps in sharing of knowledge efficiently worldwide.

40. 3.Did Xerox experienced any change in terms of
revenues generation after introducing these
practices ?
• Yes , after the significant improvement in Docushare , a stable version
of DocuShare i.e DocuShare 5.0 was released . With its release it
helped them in providing stable service to its customers which
directly helped them in gaining more revenue .

41. 4.Can Xerox emerge as a global leader in KM
practices ?
• Yes ,the next goal of Xerox is to encourage knowledge sharing among
all employees as a part of their everyday work . To keep the
knowledge momentum building , a new cultural dimension is being
launched so it becomes a part of everyone’s daily activity , whether or
not they have direct involvement with any special initiative .

42. Reference
• Knowledge Management in Practice by American Productivity and
Quality Centre
• http://fsd.servicemax.com/2016/01/22/xeroxs-eureka-20-year-old-
knowledge-management-platform-still-performs/
• https://prezi.com/tuunnjilwdhk/presentation-of-xeroxs-knowledge-
management-stratgy/
• https://en.wikipedia.org/wiki/Xerox

43. Thank you 