Why Did Xerox Pursue Certification?
I asked Steenburgh why Xerox chose to pursue the J.D. Power certification. The following are Xerox’s four reasons, in his words: • Improve our processes. To prepare, we had to internally review our service delivery processes in over 300 separate categories. We thoroughly assessed ourselves and utilized LSS (Lean Six Sigma) to improves our processes and challenge ourselves where our practices did not align with the processes. • External benchmarking and validation. J. D. Power rigorously audited our processes and viewed evidence. This audit resulted in an external assessment and benchmarked our strengths and developmental opportunities. • Demand Creation. External validation drives awareness of our service delivery capabilities and created demand for Xerox products and services. • Recognition. This certification recognizes the excellence in service delivery we provide day in and day out. The Business of Customers Excellence doesn’t come by accident. It is not achieved by call center age
