Case written based on information from Tompkins, N. C. (1992, November 1). Employee satisfaction leads to customer service. AllBusiness. Retrieved April 5, 2010, from www.allbusiness.com/marketing/market-research/341288-1.html; 50 most powerful women. (2006). Fortune. Retrieved April 5, 2010, from http://money.cnn.com/popups/2006/fortune/mostpowerfulwomen/2.html; Profile: Anne M. Mulcahy. (2010). Forbes. Retrieved April 5, 2010, from people.forbes.com/profile/anne-m-mulcahy/19732; Whitney, L. (2010, March 30). Anne Mulcahy to retire as Xerox chairman. CNET News. Retrieved April 5, 2010, from news.cnet.com/8301-1001_3-20001412-92.html; Bryant, A. (2010, February 20). Xerox’s new chief tries to redefine its culture. New York Times. Retrieved April 5, 2010, from http://www.nytimes.com/2010/02/21/business/21xerox.html?pagewanted=18dpc.
- In terms of the P-O-L-C framework, what values do the promotion and retention of Mulcahy and Burns suggest are important at Xerox? How might these values be reflected in its vision and mission statements?
- How do you think Xerox was able to motivate its employees through the crisis it faced in 2000?
- How do CEOs with large numbers of employees communicate priorities to a worldwide workforce?
- How might Ursula Burns motivate employees to take calculated risks?
- Both Anne Mulcahy and Ursula Burns were lifetime employees of Xerox. How does an organization attract and keep individuals for such a long period of time?