Customer satisfaction: the Xerox Canada story

Looks at how Xerox Canada modified the Xerox Corporation’s “Leadership through quality” strategy to focus specifically on customer satisfaction. Traces the development of the corporation from its birth to uncontested market leadership and into the competitive world of today. Notes that the biggest challenge in approaching the quality programme was the attainment of higher levels of customer satisfaction and reports how this was achieved. Concludes that the corporation still has some way to go on the journey to quality.