Careers at Xerox

Mission

Xerox is a worldwide corporation selling business services and document technology products. By improving client’s flow of work, Xerox aims to make the world a better place. This is facilitated by providing customers with process services, printing equipment, software and business solutions.

Business segments

Xerox has expanded into a huge multinational corporation with numerous business segments:

  • Technology - Includes the sale of products and supplies, for example a wide range of printers, photocopiers and ink. Associated technical services for specific products also falls under this segment.
  • Services - The Services segment is comprised of three sub-segments: ‘Business Process Outsourcing’, ‘Document Outsourcing’ and ‘IT Outsourcing’, Xerox uses this segment to provide services that accelerate client’s efficiency.
  • Other - The ‘Other’ segment primarily includes paper-sales, wide-format systems and Global Imaging Systems, Network Integration and Electronic Presentation Solutions.

History

Originally titled ‘The Haloid Photographic Company’, Xerox was created in 1906 and manufactured photographic paper and equipment. Joseph C. Wilson took over The Haloid Photographic Company from his father. Head-of-research, John H. Dessauer, noticed an article about electrostatic photography in the Monthly Abstract Bulletin. Dessauer recognized the new technique had potential for printing, and so they brought in physicist Chester Carlton, who had been developing the technology for the past 20 years.

In 1946, Wilson signed a contractual agreement with Carlson, and they developed the first electrophotographic printer available for commercial use. Haloid wanted a new term to differentiate their product, and so the term ‘Xerography’ was coined, derived from Greek roots for ‘dry’ and ‘writing’. This contrasts the ‘wet’ method of printing used previously. Haloid then changed their name to Haloid Xerox in 1956, and subsequently Xerox Corporation in 1961.

Xerox had their first remarkable success in 1959, with the release of the Xerox 914. Developed by Carlson and Dessauer, the Xerox 914 was the first plain paper photocopier released for commercial use. The 914 revolutionized the photocopying industry and changed the way offices would operate forever.

Business model of Xerox

Customer Segments

Xerox targets customers from a wide variety of geographical locations and industries. Potential buyers include small to medium-sized businesses, educational establishments, governmental and public institutions, and Fortune 1000 corporate accounts. Xerox do not base any of their business segments on one customer demographic.

Of the three primary customer segments, each can be tailored to specific customers. Xerox’s primary revenue is generated via the Technology segment. In 2011, Technology accounted for $10.3 billion, Services accounted for $9.7 billion and Other accounted for $1.6 Billion.

Value Proposition

Xerox aims to save its clients’ money utilizing efficient technology and streamlined business services. The company has numerous products and services designed to increase productivity in the workplace.

By implementing more reliable and cost-effective printers, photocopiers, fax machines and all-in-one devices, Xerox reduces the need for excessive supplies and replacement of expensive equipment.

By outsourcing document management, IT solutions and Human Resources, clients reduce costs and waste, as well as increasing productivity and accessing revolutionary technology.

Channels

Xerox has four main sales channels, Product & Software Sales Advisors, Online Resellers, Local Dealers, Direct contact & Public Sector Procurement. Each of the those sales channels targets a specific product segment.

  • Product and Software sales advisors target larger businesses and advise on the best solutions for a business’ individual requirements.
  • Online resellers and Local dealers distribute Xerox products and function as a middleman to Xerox services. In addition, this channel focuses on small to medium-sized businesses.
  • Public Sector Procurement delivers the same products and services as resellers though at discounted rates for any institutions in the public sector.
  • Direct contact remains the favored method for business services, including business process outsourcing, human resource outsourcing, managed print services, transportation and parking solutions.

Xerox is promoted through a variety of mediums, utilizing a strong brand name and innovator of its field. Advertisements are featured on television, in print and via its website and social media pages. The company is also displayed in trade shows and at business events.

Customer Relationships

Xerox is heavily centered on customer relationships, as most products are bought from Xerox directly and services are continued over time, forming lasting bonds.

With warranties, technical support and dedicated customer service teams, Xerox has earned a reputation in customer service.

Xerox’s website is detailed and extensive, allowing customers to serve themselves and resolve issues without needing to contact the support center.

Key Activities

Xerox designs, innovates and manufactures its own products at various facilities around the world. Some products are outsourced to third parties, widening the scope of Xerox’s available products and services.

Key Partners

Xerox consistently improves and develops new services via mergers and acquisitions of other businesses. Through targeting smaller, innovative companies, Xerox has developed a wide network of partners.

Many small businesses can partner with Xerox, providing a variety of printing, document, human resources and other business services.

Key Resources

Xerox has five global research centers based in: Palo Alto, USA; Mississauga, Canada; Webster, USA; Grenoble, France; Chennai, India. Each research center specializes in a specific aspect of Xerox’s operations.

Xerox relies on a wide range of partners to provide support, services and resell Xerox products.

Cost Structure

Xerox is a cost-driven company, aiming to save its clients’ money by streamlining certain business practices. Major cost drivers include research, development and engineering, which accounted for $577 million in expenses for the year ending December 31st 2014.

Other primary cost drivers include selling, administrative and engineering which totaled $3,788 in expenses for the year ending 31st December 2014. Asset impairment and restructuring also accounts for a large percentage of Xerox’s expenses.

Revenue Streams

Xerox utilizes multiple revenue streams, including the direct sale of the products it produces, paid support services such as business process outsourcing and document outsourcing and licensing fees.

Our team

Ursula M. Burns,
CEO

info: Ursula earned a BSc in Mechanical Engineering from the Polytechnic Institute of New York University and an MSc in Mechanical Engineering from Columbia University. In 1980, shortly after her studies, Burns joined Xerox as an intern and quickly obtained various managerial positions. In 2007, Burns took over Xerox as president and eventually became CEO in 2009.

James A. Firestone,
President, Corporate Strategy & Asia Operations

info: James received a bachelor’s degree in International Economics from Georgetown University, and a master’s degree in Management from Yale. Firestone became President of Corporate Strategy and Asian Operations in January 2014. He has previously held senior roles at IBM, Ameritech and American Express.

Jeff Jacobson,
President, Xerox Technology

info: Jeff took his position in July 2014, alongside his appointment as an Executive Vice President. Before joining Xerox, Jacobson served as CEO for Eastman Kodak’s Graphic Communications Group. Jacobson also acted as CEO of Kodak Polychrome Graphics for 5 years. Jacobson earned a master’s degree in Industrial Relations from the Cornell School of Industrial Relations. Jacobson also holds a juris doctor degree from Pace University school of Law.

Robert Zapfel,
President, Xerox Services

info: Robert became an Executive Vice President for Xerox on the 1st of April, 2014. Since then, he has acted as President of Xerox Services. Before joining Xerox, Zapfel worked with IBM for 35 years, guiding their Services Department to remarkable success. Zapfel holds a Bachelor of Arts degree and was awarded a master’s degree in Management by Northwestern University. He later received a juris doctor degree from the Chicago-Kent College of Law.

Herve Tessler,
President, Corporate Operations

info: Herve joined Xerox in 1987 as a sales representative and worked in a variety of marketing positions before taking higher management roles. Tessler was named a Corporate Vice President in 2010, and a Senior Vice President in January 2014. At this time, Tessler took over as President for Corporate Operations. Tessler also holds a Masters in Law awarded by Paris Assas University.

Darrell L. Ford,
Chief Human Resources Officer

info: Darrell became a Senior Vice President in December 2015, leading Xerox’s department for Human Resources. Ford previously worked for AMD as a Senior Vice President and Chief Human Resources Officer as well as holding a position as Vice President of Human Resources for Shell’s Retail and Lubricant Division.

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