How Xerox Got up to Speed

摘要

Xerox corp. thought it was doing a smart thing when it consolidated 36 administrative centers into 3 back in 1999. The copy king would be able to reap millions in cost savings. But the move came just as Xerox was also reorganizing its sales division. The simultaneous upheaval in two key units unleashed chaos across the company's billing system. Customers received invoices quoting prices they had never agreed to-or detailing equipment they had never or- dered. Worse, the mistakes took months to sort out, prompting some longtime customers to defect. The so-called document company had failed miserably at its own documentation.