Case | HBS Case Collection | October 1989 (Revised May 1996)

Xerox Corp.: Leadership Through Quality (A)

by Todd D. Jick and Leonard A. Schlesinger


Describes the "Leadership Through Quality" effort undertaken by Xerox in the 1980s. Includes the history of Xerox in the 1970s and its need to make major changes in quality by the 1980s. Most of the remainder of the case details the step-by-step process by which Xerox created and designed the strategy called "Leadership Through Quality" to change its basic culture and its performance on quality from 1983-86.

Keywords: Organizational Change and Adaptation; Strategic Planning; Quality; Leadership; Organizational Culture; Service Industry; Electronics Industry;


Jick, Todd D., and Leonard A. Schlesinger. "Xerox Corp.: Leadership Through Quality (A)." Harvard Business School Case 490-008, October 1989. (Revised May 1996.)