Company Profile

Xerox Revenue by Reporting Segment: 2012
We report our financial results through three segments: Services, Document Technology and Other. Financial information for operating segments is presented in our quarterly and annual reports available at www.xerox.com/investor.

Services

$11.5 Billion
Our Services segment comprises three service offerings: Business Process Outsourcing (BPO), Information Technology Outsourcing (ITO) and Document Outsourcing (DO). We provide non-core, mission-critical services that our clients need to run their day-to-day business.



Document Technology

$9.5 Billion
Our Document Technology segment includes the sale of products and supplies, as well as the associated maintenance and financing of those products. The Document Technology segment is centered on strategic product groups that share common technology, manufacturing and product platforms.



Other

$1.4 Billion
Our Other segment primarily includes revenue from paper sales, wide-format systems and Global Imaging Systems (GIS) network integration solutions and electronic presentation systems.




Xerox Corporation: Who We Are and What We Offer
With sales approaching $23 billion and operations in more than 160 countries, we are the world's leading enterprise for business process and document management. Our services, technology and expertise enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they can operate more effectively. You know us well for our leadership in document technology and services that include printers, multifunction devices, production publishing systems, managed print services and related software. We continue to build on this heritage of innovation today.

In addition, we have transformed into a leader in business process and IT outsourcing. We offer global services from claims reimbursement and automated toll transactions to the management of HR benefits and customer care centers.

Today's Xerox, with more than 140,000 of us worldwide, is dedicated to innovation, service and giving our customers the freedom to focus on what matters most: their real business.

What We Offer
We provide the industry's broadest portfolio of business process and IT outsourcing support, document technology and solutions.

Services

Business Process Outsourcing
We are the largest worldwide diversified business process outsourcing company with an expertise in transaction-intensive offerings tailored for several industries. Our services include:

  • Government Healthcare Solutions
  • Healthcare Payer and Pharma
  • Healthcare Provider Solutions
  • Human Resources Services
  • Financial Services
  • Customer Care
  • Retail, Travel and Insurance
  • Transportation Solutions
  • Government Solutions
  • Communication and Marketing Services

Information Technology Outsourcing
We specialize in designing, developing and delivering effective IT solutions. Our secure data centers' help desks and managed storage facilities around the world provide a reliable IT infrastructure that minimizes the risk of disruption to our clients daily operations.

Our ITO services include:

  • Mainframe Server Outsourcing
  • Network Outsourcing
  • Desktop Outsourcing
  • Cloud Services
In addition, we provide Remote Infrastructure Management, Help Desk/Services Desk Management, Managed Storage, Utility Computing, Disaster Recovery and Security Services.

Document Outsourcing
We are an industry leader in document outsourcing services, with more than 20 years of experience and 15,000 business professionals. We help companies optimize their printing infrastructure and simplify their business processes to grow revenue, reduce costs and operate more efficiently. Our primary offering within Document Outsourcing is Managed Print Services.

Document Technology

The innovation that we bring to document systems, software and integrated solutions is unparalleled in the industry and is built into our broad portfolio of technology for businesses of any size, in any industry, anywhere around the world.

For the Workplace
Our broad array of document devices enables us to provide the right solution for any workplace and for any office, large or small. We offer:

  • Multifunction systems, color and black-and-white, which combine printing, copying, faxing and scanning
  • Color network printers, solid ink and laser
  • Software to simplify how information is stored and shared
  • Mobile offerings that make it easier for office workers to print from anywhere, at any time
  • Document scanners and other computer peripherals to increase workplace efficiency

For Production Print Environments
With digital production publishing, we created the on-demand printing industry, and our technology has allowed it to evolve. Books can now be printed for one or for thousands, and marketing materials can be customized for each and every prospect.

For the graphic arts, marketing and production environments, we offer these printing systems and services:

  • Digital and inkjet printers and presses, both color and black-and-white
  • Continuous-feed printers
  • Tools to help develop and grow a profitable digital print business
  • Solutions for short-run book publishing, on-demand documents, transactional applications, cross-media customized campaigns and more
  • Workflow software to simplify how print jobs are created and managed.

Research and Development
Innovation keeps us in the forefront of our industry. Together with our joint venture Fuji Xerox, we invest about $1.5 billion annually in research, development and engineering. We have R&D centers in the U.S., Canada, Europe and India that focus on color science, computing, digital imaging, text and data analytics, business process modeling, work practices, electromechanical systems, novel materials and other disciplines. Xerox holds more than 11,500 active U.S. design and utility patents.

Xerox Around the World
Xerox customers include small and mid-size businesses, graphic communications companies, government entities, educational institutions, Fortune 1000 companies and firms in document-intensive industries such as healthcare, legal and financial services. Xerox offerings are sold through: our worldwide sales force; a network of independent agents and concessionaires, dealers, value-added resellers and systems integrators; Global Imaging Systems, a wholly-owned subsidiary of Xerox; and the Web.



We operate in more than 160 countries worldwide and serve a $600 billion+ market.

In 2012, about 34% of our revenue was generated from non-U.S. customers. Our largest subsidiary outside the U.S. is Xerox Limited, which operates predominantly in Europe. We conduct our Developing Markets Operations in Latin America, Brazil, the Middle East, India, Eurasia and Central-Eastern Europe, and Africa through operating companies, subsidiaries and distributors.

Fuji Xerox, an unconsolidated entity in which we own a 25% interest, develops, manufactures and distributes document processing products and services in Japan, China, Hong Kong and other areas of the Pacific Rim, Australia and New Zealand.

In 2012, we completed acquisitions to further strengthen our services offerings and distribution capacity to expand our reach into the small to mid-size market in both the United States and Europe.

Xerox at a Glance
2012 Revenue: $22.4 billion
2012 Net Income: $1,195 million
Employees: More than 140,000 worldwide
Operates in: More than 160 countries
Founded: In 1906 as The Haloid Company; named Haloid Xerox in 1958; named Xerox Corporation in 1961
Fortune 500 Ranking: No. 131
NYSE: XRX
Headquarters: Norwalk, Connecticut, U.S.A.
800-ASK-XEROX
www.xerox.com



Our Values
Since our inception, we have operated under the guidance of six core values:

  • We succeed through satisfied customers
  • We deliver quality and excellence in all we do
  • We require premium return on assets
  • We use technology to develop market leadership
  • We value our employees
  • We behave responsibly as a corporate citizen

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Our Progress

Across industries and around the globe, businesses and governments are recognizing the value proposition of today’s Xerox. We have people who are passionate about making our communities better than they are… a corporate culture that is committed to diversity and continuous improvement… and an innovation community that’s harnessing the potential of services and technologies for the promise of a better world.

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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...
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  • Evolving the Workplace

    Employee Satisfaction

    75% 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...
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  • 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.
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  • 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.
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  • 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...
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  • Serving Customers

    Equipment Market Share

    Xerox is the leader in equipment revenue market share for the 13th straight quarter (4Q2012). We offer the industry's broadest portfolio...
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  • Serving Customers

    Patents Awarded to Xerox*

    The Xerox group garnered over 1,215 patents total. Xerox was granted 686 U.S. patents and our joint venture in Japan, Fuji Xerox Co. Ltd.,...
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  • Serving Customers

    Customer Service

    Service and support for Xerox products earned five consecutive industry certifications from 2006-2010.
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  • Serving Customers

    Market Leadership

    The Xerox commitment to our customers has gained worldwide recognition. Independent Industry analysts rate our products and services...
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  • Caring for Communities

    Xerox Foundation Giving

    In 2012, 2,676 non-profit organizations, colleges and universities received direct financial support from the Xerox Foundation through grants...
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  • Caring for Communities

    Employees in Community Activities

    The Xerox Community Involvement Program marries the voluntary spirit of our employees with Xerox funding to participate...
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  • 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...
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  • 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 decreased 35% over baseline year of 2009...
    See More

  • Preserving the Planet

    Greenhouse Gas Emissions

    Since 2002 scope 1 and 2 greenhouse gas emissions are down 42% in our Document 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 2012, 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...
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  • 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 2012 Scope 3 emissions at 11,000 metric tonnes of CO2e, down 8% from 2011...
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  • Preserving the Planet

    Energy Use Reduction

    We are proud to announce that through the teamwork of Xerox people worldwide we have achieved and surpassed our goals for the Xerox “Energy Challenge 2012” program...
    See More

Our joint venture with Fujifilm is held up as an example of how good partnerships work.

Our Commitment | Company Profile

More than 50 years ago, we started a joint venture with Fujifilm to launch Fuji Xerox, which became the distribution arm of Xerox's document technology across Asia. Over the past five decades, we've broadened our relationship with FX, sharing patents, sourcing and selling different products from each other and working together on market opportunities, like selling managed print services to global companies. Our joint venture with Fujifilm to launch Fuji Xerox is held up as an example of how good partnerships work. In 2012, we received Japan’s most important innovation award for our unique collaboration with Fujifilm.

Read more about innovation at Xerox.

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: www.xerox.com/governance.

2009201020112012
80%88%90%90%
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Voice of employee survey

Evolving the Workplace

Our proprietary Voice of the Employee 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.

Since 2009, we have surveyed 100% of our global population of 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.

The Voice of the Employee survey will be globally implemented again in 2013, and every two years thereafter.

See more detailed information on employee satisfaction surveys.

2009201020112012
77%*
*North American data only.
72%**
**Global data based on 72,000 survey results. The North American percentage agreement is 82%.
74%75%***
***Data based on over 14,000 survey results from three geographies in the Xerox Technology line of business: Xerox Europe, Xerox Canada and Developing Markets.
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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 decline in inquiries from 2011 to 2012 is due to the overall resolution of systemic issues in the system and the ability for employees to provide comments/suggestions or raise a technical issue, which are routed to another system for resolution.

2009201020112012
4,106 inquiries received and routed for resolution 6,698 inquiries received and routed for resolution3,291 inquiries received and routed for resolution2,745 inquiries received and routed for resolution
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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 workforce. 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.

52.3% of employees in U.S. are women, and women represent 26% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.

The decline from 2011 is due to the inclusion of our Services business.

Learn more about diversity at Xerox.

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

2009201020112012
31.8% 49.7%49.8% (U.S. only)40.8% (U.S. only)
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Employee Diversity – Minority employees

Evolving the Workplace

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.

Minorities represent 39.4% of employees and 13.6% of the executive and senior level managers in the U.S. Diversity reporting is not tracked in most other countries.

The decline from 2011 is due to the inclusion of our Services business.

Learn more about diversity at Xerox.

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

2009201020112012
20.2%22.7%37.5% (U.S. only)23.4% (U.S. only)
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Monitoring the safety of our employees

Evolving the Workplace

Improved injury reporting from our worldwide operations and the redistribution of our employee work assignments have resulted in increased injury rates.

In 2011, a safety improvement project was initiated to improve employee safety awareness and management inspection of safe work practices. We also further expanded our health/safety/wellness communications to our technician workforce.

See more detailed information on our recordable injury rates.

2009201020112012
Down 7% from 2008 Up 18% from 2009Down 1% from 2010Up 5% from 2011
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Preventing injuries and illnesses

Evolving the Workplace

Improved injury reporting from our worldwide operations and the redistribution of our employee work assignments have resulted in increased injury rates.

In 2011, a safety improvement project was initiated to improve employee safety awareness and management inspection of safe work practices. We also further expanded our health/safety/wellness communications to our technician workforce.

See more detailed information on work injury rates at Xerox.

2009201020112012
Down 4% from 2008 Up 4% from 2009Up 6% from 2010Up 13 % from 2011
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Topping the competition

Serving Customers

Xerox is the leader in equipment revenue market share for the 13th straight quarter (4Q2012). 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.

2009201020112012
#1 in Q4#1#1#1
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Innovating for the future

Serving Customers

Xerox was granted 1,215 U.S. patents in 2012 ranking the company as one of the world’s top innovators. Our joint venture in Japan, Fuji Xerox Co. Ltd., received 686 U.S. patents. The Xerox group garnered 1,900 patents total.

Xerox and Fuji Xerox collectively invest about $1.5 billion annually in research, development and engineering.

*Total patents earned along with Fuji Xerox Group.

Learn more about innovation at Xerox.

View more information on our patent filings.

2009201020112012
1,1311,6051,6181,900
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Measuring customer satisfaction

Serving Customers

Service and support for Xerox products earned five consecutive industry certifications from 2006-2010 under the J.D. Power and Associates Certified Technology Service and SupportSM program. 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. These certification reviews have ensured we maintain 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.

2009201020112012
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.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. In 2012, we continued our investment in a new customer satisfaction process to ensure our award-winning service and customer-centric approach builds customer loyalty and trust. It’s a core competency and a competitive advantage for Xerox.
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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 Xerox to achieve the grand slam in Managed Print Services recognition by being named by the top analyst companies IDC, Gartner, Forrester and Quocirca as an industry leader.

Read more about recognition from IDC.

Read more about Gartner's Magic Quadrant.

2009201020112012
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. Visionaries Quadrant 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.
Gartner, Inc.: Leaders Quadrant in the 2011 Magic Quadrant for Managed Print Services Worldwide. Global leader in the Comprehensive Finance and Accounting Business Process Outsourcing arena; noted our leadership for Help Desktop Outsourcing Services in North America.

IDC: a market Leader for managed print services in IDC’s 2011 MarketScape report.
Gartner, Inc.: Leaders Quadrant for Managed Print Services; Comprehensive Finance and Accounting BPO, Global; Customer Management Contact Center BPO, Worldwide; Help Desk Outsourcing, North America; Desktop Outsourcing Services, North America. Challenger in Data Center Outsourcing and Infrastructure Utility Services, North America. Niche Player for e-Discovery Software.

IDC: Major Player for managed print services and Comprehensive HRO in MarketScape.

Forrester: Leader in Managed Print Services in The Forrester Wave.
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The Xerox Foundation

Caring for Communities

In 2012, 2,676 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.

2009201020112012
$12.0 million$12.5 million$13.5 million$13.5 million
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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 addition to our community involvement funding, in 2012, 11 Xerox employees were awarded Xerox social service leave fully-paid sabbaticals, dedicating their time to organizations in need of their business acumen.

Learn more about the Xerox Foundation.

See more detailed information on community involvement programs.

2009201020112012
8,650 Employees

648 Projects

$978,018
10,137 Employees

712 Projects

$1,009,584
12,291 Employees

751 Projects

$1,000,000+
12,713 Employees

713 Projects

$2,180,629
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Our goal: Zero waste to landfills

Preserving the Planet

In 2012, our facilities in Dundalk, Ireland, joined the Emulsion Aggregation Toner manufacturing operation in Webster, New York, and the Wilsonville, Oregon, and Venray, Netherlands, facilities achieving zero waste to landfill.

See more detailed information on Xerox recycling.

2009201020112012
91%89%91%93%
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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 decreased 35% over baseline year of 2009.

See more detailed information on water consumption.

2009201020112012
Down 7% from 2008Down 7% from 2009Down 15% from 2010Down 17% from 2011
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Reducing greenhouse gas emissions

Preserving the Planet

Since 2002 scope 1 and 2 greenhouse gas emissions are down 42% in our Document Technology business. The reductions are the result of improved energy efficiency, new technologies and improved energy management practices.

See more detailed information on greenhouse gas emissions.

2009201020112012
Down 11% from 2008Down 3% from 2009Down 9% from 2010
Down 36% from 2002
Down 9% from 2011
Down 42% from 2002
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New products achieve the ENERGY STAR® rating

Preserving the Planet

In 2012, 100% of all 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.

2009201020112012
92%100%100%100%
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End-of-Life Managment

Preserving the Planet

Our approach to managing products at end-of-life translates into significant environmental and financial benefits. Globally, our combined returns programs (equipment remanufacture in conjunction with parts and consumables reuse and recycling) prevented over 42,000 metric tons of waste from entering landfills in 2012 alone.

Learn more about the Xerox Green World Alliance.

2009201020112012
98%97%98%99.3%
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Reducing emissions by reducing employee air travel

Preserving the Planet

We are in the process of expanding greenhouse gas (GHG) tracking to include Scope 3 emissions, beginning with employee business travel. We measured these 2012 Scope 3 emissions at 11,000 metric tonnes of CO2e, down 8% from 2011. A decrease in employee air travel has been achieved through the increased use of videoconferencing and other technology.

We are making progress with our Scope 3 emissions assessments. Our calculations are made according to the WRI Scope 3 Accounting Standard. We will continue to use the information to prioritize our GHG emission reduction opportunities and as part of our carbon impact assessments.

See more detailed information on C02e reduction.

2009201020112012
121412, down 14% from 201011, down 8% from 2011
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Energy Use Reduction

Preserving the Planet

We are proud to announce that through the teamwork of Xerox people worldwide we have achieved and surpassed our goals for the Xerox “Energy Challenge 2012” program. In 2003, we established a program and made a public commitment to reduce greenhouse gas (GHG) emissions by joining the U.S. EPA Climate Leaders program and launching an internal program known as “Energy Challenge 2012.” We adopted a goal of reducing by 10% our absolute GHG emissions across all company operations, by 2012, from a 2002 baseline.

We met this target six years ahead of schedule and in 2007 we set a new and challenging goal to reduce our GHG emissions by 25% by 2012, from the 2002 baseline.

At the conclusion of the corporate Energy Challenge 2012 program, we successfully reduced emissions by 42%, or 210,000 tons of carbon dioxide equivalents (CO2e) while saving energy – consumption was down 33% compared with 2002.

2009201020112012
21%22%27%33%
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