Listen to Employees

Listening to employees has been a longstanding commitment of Xerox. From one-on-one conversations to employee engagement surveys, the two-way dialogue between employees and management has been a cornerstone of our way of doing business.

In 2010, we began the rollout of a new Voice of the Employee (VOE) survey. This anonymous pulse survey is designed to be actionable at the team level. This survey gets to the heart of the day-to-day work experience — helping to generate a dialogue between managers and employees. Since results are available within three business days of the survey's close, the feedback is relevant and fresh.

There are four categories in the survey and two write-in questions:

  • My Work: Questions about the job, feedback, learning opportunities, the ability to take informed risks and personal job satisfaction.
  • My Manager: Questions about the manager's behaviors, expectations, communication, team building and employees' perception of his/her leadership.
  • Our Team: Questions about how employees work together and collaborate.
  • Our Company: Questions about Xerox strategy and direction.

Results to Date
We completed a one full cycle of the VOE at the end of 2011 — surveying 100% of our salaried workforce in 48 countries. We've received over 83,000 responses. The survey is managed on a rolling basis over a 24-month period rather than a one-time census for the entire company.

Highlights of the survey results include:

  • There is a solid understanding of personal contribution to team goals.
  • Managers make their expectations known and clear.
  • Managers share the information needed for employees to do their job.
  • Most employees feel personal accomplishment from their work contributions.
  • The greatest area of opportunity lies in clarity and or comprehension of the company's strategy. Employees want a clearer understanding of the company direction and strategy, particularly in light of our acquisition of ACS in 2010. In addition, they want to see a stronger link between the company's objectives and everyday job and team efforts.
When we asked employees to tell us the one thing that would improve Xerox, we received over 40,000 responses. We sorted these into 33 distinct categories.
  • Pay and benefits were top of mind for most employees. These comments discuss valuing performance and rewarding those who are making the greatest contribution.
  • The second major theme is communications, direction and strategy. People are generally aware of their role in their team's success, but want more information about the alignment between organizations globally.
  • Another key theme is reduction of bureaucracy and simplification of processes. Xerox is focusing on how to drive simplification in most business processes, especially the ones with direct customer impact.
When we asked employees to name the best thing about working at Xerox, one reply was listed over and over: It's the people.
  • The strength of our collegial relationships was listed 10 times more often than anything else. People talked about the openness, friendliness and supportive nature of the Xerox culture.
  • The work itself, with its challenges, autonomy and opportunity for innovation was listed next. One response said it well: "It is quite simple really… I feel what I do adds exceptional value and makes the everyday 'work life' of fellow Xerox employees and customers more satisfying, stimulating, productive, and profitable."
  • Another major theme was the strength of the Xerox brand. "I take pride in working at Xerox because it is a strong company. It is has strong ties to the local community and values its employees' welfare and wellbeing. Xerox produces products that are used globally and when I see our products, I take pride in knowing that I contributed in the creation of it."
The Voice of the Employee survey continues to give us insights into our strengths and to uncover what we can do better. The main focus is on action plans at manager/team level and organizational group level, and we have also instituted global actions supported by survey findings. Our second cycle of the survey began in January 2012. We will continue to benchmark and compare previous results for continuous improvement.

Close

Our Progress

"All of us at Xerox are determined to build a company that serves all its stakeholders - the shareholders who invest in us; the customers who trust us to make them better; the employees who bring their minds and hearts to our belief that good financial results and good citizenship are synergistic; the communities in which we live and work and that deserve our engagement; and, ultimately, the planet, which we all have an obligation to preserve and sustain."

- Ursula Burns, Chairman and Chief Executive Officer

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  • Sustaining Business

    Independence of the Board

    Based on standards for independence developed by the New York Stock Exchange, the Xerox Board of Directors is currently 90% independent...
    See More

  • Evolving the Workplace

    Employee Satisfaction

    74% of surveyed employees responded favorably to the statement "My work gives me a feeling of personal accomplishment" on our proprietary Voice of the Employee Survey...
    See More

  • Evolving the Workplace

    Employee Inquiries

    The Sentinel Customer Satisfaction Assurance System™, a Xerox proprietary Web-based polling/routing/reporting system...
    See More

  • Evolving the Workplace

    Diversity: Women in Management

    We gain a competitive advantage as we continue to draw on the experience and creativity of a well-balanced, diverse work force.
    See More

  • Evolving the Workplace

    Diversity: Minorities in Management

    Minorities represent 37.5% of employees and 13.2% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.
    See More

  • Evolving the Workplace

    Recordable Injury Rate

    We strive toward a goal of zero injuries, with continual improvement in safety performance in both injury frequency and severity.
    See More

  • Evolving the Workplace

    Days Away from Work Case Rate

    We strive to prevent all injuries and illnesses and place special emphasize on the elimination of serious incidents...
    See More

  • Serving Customers

    Equipment Market Share

    Xerox is the leader in equipment revenue market share for the tenth straight quarter (1Q2012). We offer the industry's broadest portfolio...
    See More

  • Serving Customers

    Patents Awarded to Xerox

    The Xerox group garnered over 1,600 patents total. Xerox was granted 1,030 U.S. patents and our joint venture in Japan, Fuji Xerox Co. Ltd.,...
    See More

  • Serving Customers

    Customer Service

    Service and support for Xerox products earned five consecutive industry certifications from 2006-2010.
    See More

  • Serving Customers

    Market Leadership

    The Xerox commitment to our customers has gained worldwide recognition. Independent Industry analysts rate our products and services...
    See More

  • Caring for Communities

    Xerox Foundation Giving

    In 2011, 1,672 non-profit organizations, colleges and universities received direct financial support from the Xerox Foundation through grants...
    See More

  • Caring for Communities

    Employees in Community Activities

    The Xerox Community Involvement Program marries the voluntary spirit of our employees with Xerox funding to participate...
    See More

  • Preserving the Planet

    Recycle Rate

    Facilities in Wilsonville, Oregon and Venray, the Netherlands joined the Emulsion / Aggregation Toner manufacturing operation in Webster, New York achieving "zero waste to landfills...
    See More

  • Preserving the Planet

    Water Consumption

    As part of our commitment to conserve resources, we monitor water consumption across our manufacturing, distribution and R&D facilities worldwide. Water consumption has decreased 37% since 2007 and is down 15% in 2011 compared to 2010...
    See More

  • Preserving the Planet

    Greenhouse Gas Emissions

    Scope 1 and 2 greenhouse gas emissions are down 36% and energy consumption is down 25% from 2002 in our Technology business. The reductions are the result of improved energy efficiency, new technologies and improved energy management practices...
    See More

  • Preserving the Planet

    Achieving ENERGY STAR® Rating

    In 2011, 100% of all of our new eligible products met the current ENERGY STAR (July 2009) requirements. Continued success in cutting the power consumption of our laser-based printing products has been achieved by adjustments in the fuser design...
    See More

  • Preserving the Planet

    Landfill Avoidance Rate

    The Xerox Green World Alliance reuse/recycle program for imaging supplies is central to our commitment to waste-free products. We currently have more than 35 countries participating in the Xerox Green World Alliance...
    See More

  • Preserving the Planet

    Scope 3 GHG Emissions

    We are in the process of expanding Greenhouse Gas tracking to include Scope 3 emissions, beginning with employee business travel. We measured these 2011 Scope 3 emissions at 12K metric tonnes of CO2e, down 14% from 2010...
    See More

  • Preserving the Planet

    Reportable Toxic Releases

    Reported toxic chemical releases and transfers were 15% lower than 2010, primarily due to the reduced production of older products. Methylene chloride releases and transfers, which account for over 50% of reported toxic chemicals...
    See More

Xerox Spain received the Enterprise Equality award

Evolving the Workplace | Hire a Global Workforce

Xerox Spain received the Enterprise Equality award from the Ministry of Health and Social Affairs. We were cited for consistently managing diversity and equality.

Read more about our rankings for sustainability, diversity governance and ethics.

The Xerox Board of Directors: Maintaining independence

Sustaining Business

Based on standards for independence developed by the New York Stock Exchange, the Xerox Board of Directors is currently 90% independent. It includes one non-independent director: Xerox Chairman and CEO Ursula M. Burns.

Learn more about the Board's independence and our governance policies.

200820092010
80%80%88%

Voice of employee survey

Evolving the Workplace

74% of surveyed employees responded favorably to the statement "My work gives me a feeling of personal accomplishment" on our proprietary Voice of the Employee Survey.

The survey allows managers to create a personal pulse survey to assess their employees' satisfaction on their job, workgroup, manager, and on Xerox as a whole.

In the past three years, we have surveyed 100% of the global Xerox population in 48 countries and in 25 languages. Each manager receives a personalized report to assist in developing action plans where needed. In addition, we capture global trend data and employee ideas.

See more detailed information on employee satisfaction surveys.

200820092010
No surveys conducted77% (North American data only.)72% (Global data based on 72,000 survey results. The North American percentage agreement is 82 %.)

Addressing employee inquiries

Evolving the Workplace

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.

The drop off in use of the tool in 2011 is due to internal reorganizations and the migration of the tool to a new platform.

See more detailed information on our employee inquiry process.

200820092010
4,219 inquiries4,106 inquiries6,698 inquiries

Employee Diversity – Women employees

Evolving the Workplace

We gain a competitive advantage as we continue to draw on the experience and creativity of a well-balanced, diverse work force. That means we're better able to understand and meet the changing demands for our products and services. Simply stated, a balanced work force makes good business sense.

49.8% of employees in U.S. are women and women represent 25% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.

Learn more about diversity at Xerox.

Learn more about Xerox Diversity: Different ideas. Diverse people. Dramatic results.

200820092010
32.9%27.9%39.6%

Employee Diversity – Minority employees

Evolving the Workplace

Minorities represent 37.5% of employees and 13.2% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.

Employees with different ways of thinking – and different ways of perceiving our world – are employees who create innovative solutions. In a business like ours, whose lifeblood is fresh ideas, this variety of perspectives is a priceless resource – and a key to achieving critical business results.

Learn more about diversity at Xerox.

Learn more about Xerox Diversity: Different ideas. Diverse people. Dramatic results.

200820092010
22.6%20.2%22.7%

Monitoring the safety of our employees

Evolving the Workplace

We strive toward a goal of zero injuries, with continual improvement in safety performance in both injury frequency and severity. In 2011, there was a 1% reduction in the frequency of injuries compared to 2010 performance. Since 1996 there has been a 56% reduction in total recordable injury rate.

Reporting and monitoring of injury frequency rates occurs for different geographies and organizations. The reporting of work-related injuries, illnesses and fatalities is based on the same criteria for all operations, worldwide, regardless of the geography in which they reside.

See more detailed information on our recordable injury rates.

200820092010
Down 2% from 2007Down 7%Up 18%

Preventing injuries and illnesses

Evolving the Workplace

We strive to prevent all injuries and illnesses and place special emphasize on the elimination of serious incidents – those that are significant enough to require missed days of work. 2011 proved to be a challenging year and additional mitigation initiatives have been put in place. Since 1996 there has been a 48% reduction in the days away from work injury rate.

See more detailed information on work injury rates at Xerox.

200820092010
Up 6% from 2007Down 4%Up 4%

Topping the competition

Serving Customers

Xerox is the leader in equipment revenue market share for the tenth straight quarter (1Q2012). We offer the industry's broadest portfolio of document technology and services for businesses of any size, in any industry, anywhere around the world.

Learn more about Xerox products.

200820092010
NA#1 in Q4#1

Innovating for the future

Serving Customers

The Xerox group garnered over 1,600 patents total. Xerox was granted 1,030 U.S. patents and our joint venture in Japan, Fuji Xerox Co. Ltd., received 588 U.S. patents. Xerox and Fuji Xerox collectively invest about $1.5 billion annually in research, development and engineering.

Learn more about innovation at Xerox.

View more information on our patent filings.

200820092010
9401,1311600+

Measuring customer satisfaction

Serving Customers

Service and support for Xerox products earned five consecutive industry certifications from 2006-2010. All forms of customer support – phone, on-line, on-site – were evaluated by independent service industry experts who recognized our support services as among the best in class.

Investments in J. D. Powers certification in prior years have ensured process excellence in technical service delivery. In 2011, we chose to invest in a new customer satisfaction process to ensure a stronger focus on understanding and fulfilling customer needs and expectations.

The new process solicits feedback from our technology customers around the globe and provides detailed insights that help us identify systemic issues and make the necessary changes that ensure strong customer satisfaction. Improved closed-loop follow-up processes also enable faster responses to individual problems.

200820092010
Achieved certification in the J.D. Power and Associates program for Certified Technology Service and Support.Achieved certification in the J.D. Power and Associates program for Certified Technology Service and Support.Achieved certification in the J.D. Power and Associates program for Certified Technology Service and Support.

Industry analysts rate Xerox products and services as market leaders

Serving Customers

The Xerox commitment to our customers has gained worldwide recognition. Independent Industry analysts rate our products and services as leaders in multiple categories. Helping customers better manage their print environment led Gartner to place us in the Leaders Quadrant of the 2011 Magic Quadrant for Managed Print Services Worldwide, while International Data Corp. (IDC) MarketScape lists us as a Market Leader for managed print services for the third year in a row. And it's not just our award-winning technology that garners all the accolades. Gartner placed Xerox as a global leader in the Comprehensive Finance and Accounting Business Process Outsourcing arena and also noted our leadership for Help Desktop Outsourcing Services in North America.

Read more about recognition from IDC.

Read more about Gartner's Maget Quadrant.

200820092010
Gartner, Inc.: Leaders Quadrant in the Magic Quadrant for Managed Print Services Worldwide, MFPs and Printers, and Comprehensive HR BPO.Gartner, Inc.: Leaders Quadrant in the Magic Quadrant for Managed Print Services Worldwide, CRM Contact Center BPO for North America, and Comprehensive Human Resources Business Process Outsourcing.
Gartner, Inc.: Leaders Quadrant in the 2010 Magic Quadrant for Managed Print Services Worldwide, MFPs and Printers, and Finance & Accounting Business Process Outsourcing.

Gartner, Inc.: Visionaries Quadrant t for Enterprise Content Management (ECM).

IDC: A leader in Worldwide and U.S. Outsourced Print and Document Services Forecast and Analysis and in IDC's 2010 MPS MarketScape report.

The Xerox Foundation

Caring for Communities

In 2011, 1,672 non-profit organizations, colleges and universities received direct financial support from the Xerox Foundation through grants, matching gifts or community involvement activities. We focus our investments in the following areas:

  • Education and workforce preparedness
  • Science and technology
  • Environmental affairs
  • Employee and community affairs
  • National and cultural affairs

Learn more about the Xerox Foundation.

See more detailed information on Xerox Foundation giving.

200820092010
$12.6 million$12.0 million$12.5 million

The Xerox Community Involvement Program

Caring for Communities

The Xerox Community Involvement Program marries the voluntary spirit of our employees with Xerox funding to participate in the betterment of the communities where we live and work. In 2011, 12,291 Xerox people participated in 751 projects and the Xerox Foundation invested over $1 million in the program.

Learn more about the Xerox Foundation.

See more detailed information on community involvement programs.

200820092010
9,893 Employees

604 Projects

$909,000
8,650 Employees

648 Projects

$978,018
10,137 Employees

712 Projects

$1,009,584

Our goal: Zero waste to landfills

Preserving the Planet

Facilities in Wilsonville, Oregon and Venray, the Netherlands joined the Emulsion / Aggregation Toner manufacturing operation in Webster, New York achieving "zero waste to landfills."

See more detailed information on Xerox recycling.

200820092010
92%93%92%

Conserving water

Preserving the Planet

As part of our commitment to conserve resources, we monitor water consumption across our manufacturing, distribution and R&D facilities worldwide. Water consumption has decreased 37% since 2007 and is down 15% in 2011 compared to 2010.

See more detailed information on water consumption.

200820092010
Down 15% from 2007Down 7% from 2008Down 7% from 2009

Reducing greenhouse gas emissions

Preserving the Planet

Scope 1 and 2 greenhouse gas emissions are down 36% and energy consumption is down 25% from 2002 in our Technology business. The reductions are the result of improved energy efficiency, new technologies and improved energy management practices.

Having met our Energy Challenge 2012 goal, we are in the process of establishing a new baseline and target.

See more detailed information on greenhouse gas emissions.

200820092010
Down 20% from 2002Down 11% from 2008Down 3% from 2009

New products achieve the ENERGY STAR® rating

Preserving the Planet

In 2011, 100% of all of our new eligible products met the current ENERGY STAR (July 2009) requirements. Continued success in cutting the power consumption of our laser-based printing products has been achieved by adjustments in the fuser design, changes to the properties of the toner, more-efficient electronic controls and the workings of the xerographic system as a whole.

See more detailed information on Energy Star ratings for Xerox Products.

200820092010
80%92%100%

The Xerox Green World Alliance

Preserving the Planet

The Xerox Green World Alliance reuse/recycle program for imaging supplies is central to our commitment to waste-free products. We currently have more than 35 countries participating in the Xerox Green World Alliance. Worldwide, our customers returned more than 3.43 million cartridges, toner containers and other used supply items in 2011. Although Xerox's consumables returns programs have been in existence for two decades, we enhanced the program in 2010 by launching an improved return process for our Canadian operations.

Learn more about the Xerox Green World Alliance.

See more detailed information on the Xerox Green World Alliance.

200820092010
Not determined93.8%94.7%

Reducing emissions by reducing employee air travel

Preserving the Planet

We are in the process of expanding greenhouse gas tracking to include scope 3 emissions, beginning with employee business travel. We measured these 2011 scope 3 emissions at 12,000 metric tonnes of CO2e, down 14% from 2010. A decrease in employee air travel has been achieved through the increased use of videoconferencing and other technology. We're currently in process of collecting scope 3 emissions data on product transportation from third-party carriers.

Assessing scope 3 emissions is challenging but we are making progress and are making our calculations according to the WRI Scope 3 Accounting Standard. We will use the information to prioritize our greenhouse gas emission reduction opportunities and as part of our carbon impact assessments.

See more detailed information on C02e reduction.

200820092010
24 (1000 metric tonnes of CO2e)1214

Reducing toxic releases

Preserving the Planet

Reported toxic chemical releases and transfers were 15% lower than 2010, primarily due to the reduced production of older products. Methylene chloride releases and transfers, which account for over 50% of reported toxic chemicals, were lower by approximately 15 metric tonnes.

See more detailed information on reported toxic releases.

200820092010
346 tons238203