Progress Report: Improving the Workplace

Employee Survey: My work gives me a feeling of personal accomplishment.

Our proprietary Voice of the Employee (VOE) Survey allows managers to create a personal pulse survey to assess their employees’ satisfaction on their job, in their workgroup, with their manager, and at Xerox as a whole.

In the past two years, we have surveyed over 97% of the global Xerox population in 48 countries and in 25 languages. Each manager receives a personalized report. In addition, we capture global trend data and employee ideas.
2010
72%
2009
2008
2007
77%2
No surveys conducted
80%
Sentinel Satisfaction Assurance System®
The Sentinel Customer Satisfaction Assurance System, a Xerox proprietary Web-based polling/routing/reporting system, links employee inquiries or comments through the Intranet with appropriate Xerox contacts to identify and track any comment, suggestion or unresolved problem for action.

In addition, Sentinel can send periodic “check-in” e-mails to employee groups for targeted feedback about a particular process or service. For example, after identifying a need for improvement, an internal employee services group in the U.K. sends a bimonthly “check-ins” to all internal customers to monitor the level of service and make immediate adjustments. This resulted in improved employee services.
2010
6,698 issues received and routed for resolution
2009

4,106 issues received and routed for resolution

2008

4,219 issues received and routed for resolution.
The increase is a result of increased globaladoption of the tool

2007

320 issues received and routed for resolution

Diversity: Percentage of Women Employees
The change is due to combining the Xerox and ACS workforce.
2010
49.7%
2009
2008
2007
31.8%
32.9%
31.5%
Diversity: Percentage of Minority Employees
The change is due to combining the Xerox and ACS workforce.
2010
37.5%
2009
2008
2007
30.1%
22.6%
29.5%
Employee Injury Rates: Total Recordable Incident Rate
Improved management processes for inspection of safety performance and safety improvement opportunities.
2010

Up 18% from 2009

Down 56%
from 1996
2009
2008
2007
Down 7% from 2008
Down 2% from 2007
Down 12% from 2006
Employee Injury Rates: Days Away From Work Case Rate
Health/safety/wellness program launched for U.S. service technicians to improve awareness and become stronger advocates for their own safety and overall wellness.
2010

Up 4% from 2009

Down 51%
from 1996
2009
2008
2007
Down 4% from 2008
Up 6% from 2007
Down 11% from 2006
1Global data based on 72,000 survey results. The North American percentage of the agreement is 82%.
2North American data only.