Safety First

Xerox is committed to creating a safe work environment for our people.

Zero Injury Program
We strive toward a goal of zero workplace injuries, with continual improvement in safety performance in both injury frequency and severity. All of our Technology business operations record and report injury frequency rates using the same criteria, worldwide, regardless of the geography in which they reside. Since 1996 there has been significant overall improvement, including a 54% reduction in total recordable injury rate and 42% reduction in days away from work case injury rate.

Safety management processes have been transitioned into our Services business and our corporate-wide processes, including injury recordkeeping, accident investigation, fire and life safety, and emergency preparedness. This integration has established common objectives and standardized the inspection and management processes for key employee safety disciplines. The performance reporting currently includes our Technology business (with the exception of Global Information Systems) worldwide.

Each calendar year, performance of operations is reviewed and targets are set based on the nature of the operation and injury performance levels and trends. In 2012, several operations demonstrated very good performance. Most notably, our consumables development and manufacturing business had a 23% reduction in recordable injuries and a 38% reduction in days away from work case injuries. Although performance in the U.S. did not meet our ambitious goals, the recordable injuries were reduced in 2012. However, our U.S. days away from work injuries increased.

Priority Focus Areas
We continue to prioritize safety improvement efforts in those areas that have the greatest opportunity both in terms of injury rate and population. In particular, some of our technology operations have unique challenges in hazard control. Service technicians travel to customer accounts and work in a large variety of customer facilities; often times, they don’t visit a Xerox facility in the course of their job. Slips/trips/falls, ergonomics and motor vehicle accidents are focus areas to improve technicians' safety, as well as improving overall health and safety awareness.

In 2012, a safety improvement project was initiated to improve employee safety awareness and management inspection of safe work practices. We also expanded our health/safety/wellness communications to our equipment service technician workforce including weekly messages to help our people recognize the behaviors needed for their safety during traditional technician work, in addition to on and off the job practices to improve their overall health and wellness.

Xerox Workplace Safety – Xerox 2014 Citizenship Report
Xerox Workplace Safety – Xerox 2014 Citizenship Report
Xerox Workplace Safety – Xerox 2014 Citizenship Report

Motor Vehicle Safety
With our technicians and sales representatives depending on their vehicles to get their jobs done, motor vehicle safety is a key component of our safety initiatives. We have a company car program that specifies motor vehicle safety requirements of drivers, and accident prevention and reporting processes. We also review employee-driving records on a regular basis and deliver remedial motor vehicle safety training to improve awareness and competency. The frequency and type of motor vehicle accidents are tracked and reported to the management team for resolution. Specific safety training programs and safety inspection processes are established based upon the type of motor vehicle accident occurring.

A comprehensive safety review is conducted on any vehicle prior to it being accepted as part of the Xerox fleet. Company vehicles have safety features such as daytime running lights and safety barriers between the driver’s seat and storage areas. We also continually benchmark with other companies that manage fleet vehicles to identify best practices to help improve our motor vehicle safety record.

Ergonomics
Musculoskeletal disorders continue to represent a significant portion of our work-related injuries. Because of this, we address potential ergonomic issues in a variety of ways, keeping in mind that the most effective way to prevent these injuries is to minimize the risk factors up-front when the job is designed. Since 1992, we have achieved a 53% decline in reported musculoskeletal disorders within our U.S. operations.

Learn more about how we promote ergonomic awareness.
  • Office: Our ergonomics staff has created a set of web-based tools to assist our employees make appropriate adjustments to their workstations.
  • Manufacturing: Nearly every workstation in Xerox facilities worldwide has been evaluated for ergonomic hazards. Ergonomic enhancements such as tilt tables, lifts and hoists make it easier for employees to maneuver parts and equipment during assembly.
  • Service: Xerox service technician exposure to ergonomic hazards has been studied and tools and procedures have been put in place to mitigate risk of musculoskeletal disorders. New equipment and tools that are introduced are evaluated to ensure they are designed with ergonomics in mind.
  • Product Design: To identify and eliminate potential safety hazards, ergonomic review is a formal element of our product development process.

The integration of Xerox Services operations into the Xerox ergonomics program continues. Over the past year we have focused on Call Center Operations within the Services organization to better understand the tasks, and common ergonomic risk factors for this population. Our goal is to develop uniform strategies to address ergonomic issues and support the employee base. Key initiatives include:

  • Computer Based Training on ergonomics principles and practices was developed for use within call center environments. This method of training enables employees to go through needed training programs at a time that minimizes business interruptions.
  • Furniture selections for new and refurbished workplaces have been standardized facilitating unified ergonomic solutions.
  • Monthly review of musculoskeletal injuries to monitor injury trends.

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Emergency Preparedness
Emergencies and disasters are unpredictable and strike without warning. Xerox's emergency preparedness and response program helps protect the safety of our employees, the surrounding communities and the environment.

To prepare for emergencies, Xerox facilities worldwide have implemented an Emergency Preparedness Plan to assist with the planning and execution of appropriate actions in response to local emergencies. Our plans account for common emergencies, such as responding to fires, for weather-related emergencies such as tornadoes and hurricanes, and for more location-specific emergencies, such as responding to earthquakes and radiological emergencies due to close proximity to a nuclear power plant.

The planning process begins before our facilities are occupied, with a comprehensive review of fire and life safety attributes. Facilities must first meet Xerox safety requirements, and therefore may require upgrading before we occupy that site.

Our plans are then regularly tested for effectiveness, through management reviews, corporate audits and annual drills. Any discrepancies are noted, and corrective actions are completed. Following an emergency, Business Resumption Plans are implemented to ensure effective processes are in place to restore business operations post-incident.

Asset Protection and Fire Safety
Xerox adheres to a strong "Highly Protected Risk" philosophy of its worldwide facilities and assets. This philosophy is the foundation of our Asset Protection Process, which is a fundamental element of our risk management and property insurance program. Our standards reduce the probability of loss to Xerox and its properties from fire, explosion and natural hazards, such as windstorm, snow loading collapse, and flood. Where local codes are more stringent, they are followed. The program includes periodic inspections, management reviews of findings and mitigation planning. All of our major manufacturing sites and warehouse locations worldwide meet “Highly Protected Risk” status.

Contractor Safety Process
Our Contractor Safety Program had its roots in an innovative program created by a group of Rochester, New York, companies over 20 years ago. The goal of the program is to qualify contractors in minimum safety and health requirements prior to beginning work at a Xerox location. A database of approved contractors is maintained to aid the selection process. Each contractor is responsible to submit a job safety plan, and all employees working on site are required to attend an orientation session. Incidents and injuries are tracked both as feedback and to measure program effectiveness.

Monitoring Workplace Exposures
To protect our employees from unsafe exposures to chemicals, noise, and radiation, Xerox applies exposure limits to worldwide manufacturing, research and technology service operations based upon the Threshold Limit Values (TLV) recommended by the American Conference of Governmental Industrial Hygienists. These reflect the best advice of a widely respected committee of international experts. However, in jurisdictions where government regulations are more stringent, Xerox meets those regulatory requirements. For some materials – including toners and certain solvents and metals – Xerox has established exposure limits that are more stringent than the TLV or existing regulations and standards.

Using the Xerox Exposure Assessment Process and annually revised Industrial Hygiene Sampling Plans, industrial hygiene and safety professionals monitor, assess, and report workplace exposures. Effective process design, engineering controls, safe job procedures and personal protective equipment are used to control employee exposures and prevent excessive exposure in the Xerox workplace.

Of the workplace exposures monitored in 2012, approximately 99% were within Xerox limits. All were within regulatory limits, or were controlled through the proper use of personal protective equipment where engineering controls were not possible.

Environment, Health and Safety Project Reviews
Xerox is continually making modifications to both the work processes and operations to improve efficiency and effectiveness. In order to ensure these changes meet Xerox safety standards and risk management philosophy, projects are reviewed by technical safety and environmental professionals. The scope of the project is defined, potential safety and environmental impacts are characterized and control requirements are established before the project is initiated. This educates the engineering and management teams on safety requirements, and ensures all project designs have controls integrated into work plans. The result is a closed loop Management of Change Process, that ensures that environment, health and safety requirements are understood and included at the very beginning of the project.

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Our Progress in 2013

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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 approximately 90 percent 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.

2010201120122013
88%90%90%90%

Voice of employee survey

Evolving the Workplace

Our proprietary Voice of the Employee Survey allows managers to assess their employees' satisfaction with their job, work group, manager and Xerox as a whole.

Since 2009, we have surveyed 100% of our global population across 49 countries and in 26 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.

We received 68,500 responses to our 2013 Voice of the Employee survey. We will administer the survey again in 2015.

See more detailed information on employee satisfaction surveys.

2010201120122013
72%74%75%*73%

*In 2012, the survey was distributed to around 14,000 employees in Europe, Canada and our developing markets. All other years reflect a larger global population.

Addressing employee inquiries

Evolving the Workplace

The Sentinel Customer Satisfaction Assurance Systemtm, 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 chart below displays the number of employee inquiries we received and routed for resolution. The decline in inquiries in recent years is due to the overall resolution of systemic issues and the ability for employees to provide comments/suggestions or raise a technical issue.

2010201120122013
6,6983,2912,7452,185

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 workforce makes good business sense.

In the U.S., 53.2 percent of employees are women, and women represent 27 percent of executive and senior-level managers. Diversity reporting is not tracked in most other countries.

The chart below displays the percentage of executive and senior-level managers who were women over the past four years in the U.S.

Learn more about diversity at Xerox.

2010201120122013
23.8%25.0% 26.0% 27.2%

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 40.3 percent of employees and 12 percent of executive and senior-level managers in the U.S. Diversity reporting is not tracked in most other countries.

The chart below displays the percentage of minority employees in our U.S. workforce over the past four years.

Learn more about diversity at Xerox.

2010201120122013
37.5%37.5%39.4%40.3%

Monitoring the safety of our employees

Evolving the Workplace

The health of our business depends on the health and safety of our workforce. In 2013, an ongoing project to improve employee safety awareness and inspection of safe work practices resulted in a declining frequency of injuries.

See more detailed information on our recordable injury rates.

2010201120122013
Up 18% from 2009Down 1% from 2010Up 5% from 2011Down 3% from 2012

Preventing Injuries and Illnesses

Evolving the Workplace

The health of our business depends on the health and safety of our workforce. In 2013, an ongoing project to improve employee safety awareness and inspection of safe work practices resulted in a declining frequency of days away from work cases.

See more detailed information on work injury rates at Xerox.

2010201120122013
Up 4% from 2009Up 6% from 2010Up 13 % from 2011Down 12% from 2012

Topping the competition

Serving Customers

Xerox is the leader in equipment revenue market share*. We offer the industry's broadest portfolio of document technology and services for businesses of any size, in any industry, anywhere around the world.

*Equipment revenue (shipment value) in the hardcopy peripheral industry. Source: IDC WW Quarterly HCP Tracker, Final Historical 1Q14.

Learn more about Xerox products.

2010201120122013
#1#1#1#1

Innovating for the future

Serving Customers

Xerox was granted 1,168 U.S. patents in 2013, ranking the company as one of the world's top innovators. Our joint venture in Japan, Fuji Xerox Co. Ltd., received 800 U.S. patents. The Xerox group garnered 1,968 patents total.

Xerox and Fuji Xerox collectively invest about $1.3 billion annually in research, development and engineering.

*Total patents earned along with Fuji Xerox Group.

Learn more about innovation at Xerox.

See more information on our patent filings.

2010201120122013
1,6051,6181,9001,968

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, online, 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.

2010201120122013
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. In 2013, we further developed our new customer satisfaction process and saw positive results, both in the feedback from our customers and in the internal measures we use to assess the quality of what we are delivering to the marketplace.

Industry Analysts Recognize Xerox As A Market Leader

Serving Customers

Our commitment to our customers has gained worldwide recognition.

Xerox has been named a leader in the Gartner Magic Quadrant for Managed Print Services for six consecutive years (most recently Oct. 21, 2013) and a leader in the Gartner Magic Quadrant for Customer Management Contact Center BPO for two consecutive years (most recently Dec. 24, 2013).1

Many independent industry analysts rate Xerox services and products as leaders in multiple categories. Selected awards are displayed in the chart.

1Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

2010201120122013
IDC: an IDC MarketScape leader for Worldwide Managed Print Services.

Quocirca: Market leader for MPS Landscape.
IDC: an IDC MarketScape leader for Worldwide Managed Print Services.

Quocirca: Market leader for MPS Landscape.

Everest Group: PEAK Matrix Assessment leader for Benefits Administration Outsourcing.
IDC: an IDC MarketScape leader for U.S. Shared, Networked MFPs for the Distributed Office; EMEA Managed Print Services.

Forrester Research, Inc.: cited as a leader in The Forrester Wave™: Managed Print Services, Q2 2012.

Quocirca: Market leader for MPS Landscape.
IDC: an IDC MarketScape leader for Worldwide Managed Print and Document Services; U.S. Smart Multifunction Peripherals.

Quocirca: Market leader for MPS Landscape.

HfS Research BluePrint: Winner's Circle for Healthcare Payer BPO Services.

Everest Group: PEAK Matrix Assessment leader for Benefits Administration Outsourcing; Contact Center Outsourcing.

NelsonHall NEAT: Leader in Benefits Administration Services.

Xerox Foundation

Caring for Communities

In 2013, more than 2,500 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
  • Employee and community affairs
  • National and cultural affairs

Learn more about the Xerox Foundation.

See more detailed information on Xerox Foundation giving.

2010201120122013
$12.5 million$13.5 million$13.5 million$13.5 million

The Xerox Community Involvement Program

Caring for Communities

The Xerox Community Involvement Program links the voluntary spirit of our employees to get involved in the communities where we live and work. Since 1974 when the program began, more than 500,000 Xerox people have been involved in regional, community-focused projects.

Learn more about the Xerox Foundation.

See more detailed information on community involvement programs.

2010201120122013
10,000 Employees

700 Projects
12,000 Employees

750 Projects
12,500 Employees

700 Projects
13,000 Employees

800 Projects

Our goal: Zero waste to landfills

Preserving the Planet

To pave the way for our ultimate goal of zero waste to landfills, we aimed to achieve a 50 percent reduction in landfill rate between 2009 and 2015. We reached this target three years early, and in 2013 we surpassed it.

See more detailed information on Xerox recycling.

2010201120122013
Down 25%
from 2009
Down 25%
from 2009
Down 50%
from 2009
Down 60%
from 2009

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. Since 2009, water consumption has decreased by 35 percent.

See more detailed information on water consumption.

2010201120122013
Down 7% from 2009Down 21% from 2009Down 35% from 2009Down 35% from 2009

Reducing greenhouse gas emissions

Preserving the Planet

Since 2009, Scope 1 (direct) and 2 (indirect) greenhouse gas emissions are down 24 percent 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.

2010201120122013
No change from 2009Down 8% from 2009Down 13% from 2009Down 24% from 2009

New products achieve the ENERGY STAR® rating

Preserving the Planet

In 2013, 100 percent of our new eligible products met the current ENERGY STAR (July 2009) requirements. We've continuously reduced power consumption of our laser-based printing products by adjusting fuser design, changing properties of toner, implementing more efficient electronic controls and improving the xerographic system as a whole.

See more detailed information on ENERGY STAR® ratings for Xerox Products.

2010201120122013
100%100%100%100%

End-of-Life Management

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 33,000 metric tons of waste from entering landfills in 2013 alone.

Learn more about the Xerox Green World Alliance.

2010201120122013
97%98%99.3%99.1%

Reducing emissions by reducing employee air travel

Preserving the Planet

Business travel plays a big role in contributing to greenhouse gas emissions. In recent years, we've promoted videoconferencing and other technology as environmentally friendly alternatives to air travel. Thanks to these efforts, we've reduced emissions due to air travel by 20 percent per employee every year since 2010.

See more detailed information on carbon dioxide equivalents (C02e).

2010201120122013
Baseline yearDown 20% per employee from 2010Down 20% per employee from 2010Down 20% per employee from 2010

Energy Use Reduction

Preserving the Planet

Following achievement of our "Energy Challenge 2012," we adopted a new goal of reducing greenhouse gas emissions by 10 percent across all company operations by 2017. In 2013, we attained a 6 percent reduction – more than half of our five-year goal.

To allow for consistent reporting, the chart below depicts achievement against the original 2002 baseline.

See more detailed information on energy use reduction.

2010201120122013
Down 21% from 2002Down 27% from 2002Down 33% from 2002Down 39% from 2002