reinvent rethink redefine: how xerox helps customers find

One of the things that gives me the greatest satisfactionabout our turnaround these past two years is that we did it without mortgaging our future. Even as we dramaticallyreduced our cost base, we continued to invest heavily inresearch and development.

And that investment is paying off. Last year was the largestnew offering year in our history. We ranked ninth amongAmerican based corporations in U.S. patents awarded. Andwe continued to push the frontiers of information technologyin three distinct, but related ways:

• By “reinventing our machines” – a challenge that is driven,in part, by the need to create higher quality, faster, morecost-effective products and services.

• By “rethinking how we work” – the creative process that iscentral to most of our lives and which is being dramaticallyaltered by the power and potential of technology.

• And by “redefining the document” – to include paper andnew types of media and the bridges that make the transfer of information from one to the other transparent.

In the pages that follow, you will see a few examples of thehundreds of ways we are helping our customers find betterways to do great work – while reducing costs, improving productivity and helping their customers be more successful.

And we trust that you will begin to see ways we can helpyou as well.

Anne M. Mulcahy,Chairman and Chief Executive Officer

redefineredefine

reinventreinvent

the document…

rethinkrethinkour machines…

how we work…

2

Enterprise Rent-A-Car wanted to reduce operational costs. Xerox found the key to success by moving

1.7 million vital documents onto their intranet every month. There’s a new way to look at it.

Learn more: www.xerox.com/learn For a sales rep: 1-800-ASK-XEROX ext. LEARN

© 2002 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company® and There’s a new way to look at it are trademarks of XEROX CORPORATION. Enterprise® is a trademark of Enterprise Rent-A-Car Company.

Wellmark Blue Cross and Blue Shield wanted to improve member relations. Xerox created an

on-line solution to personalize enrollment kits in no time. There’s a new way to look at it.

© 2002 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company,® the digital X® and There’s a new way to look at it are trademarks of XEROX CORPORATION. 36USC220506. Wellmark Blue Cross and Blue Shield is an independent licensee of the Blue Cross and Blue Shield Association, operating in Iowaand South Dakota.



© 2003 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company® and There’s a new way to look at it are trademarks of XEROX CORPORATION. HealthNow New York ® is a trademark of HealthNow New York Inc.

HealthNow New York Inc. needed faster ways to keep up with life’s little changes. Xerox provided

print-on-demand personalized new-member kits that cut costs by 20%. There’s a new way to look at it.


Mobile, Alabama grew so fast it needed to streamline city services. A Xerox outsourcing team put all

their documents online, boosting efficiency and lowering costs. There’s a new way to look at it.

© 2002 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company® and There’s a new way to look at it are trademarks of XEROX CORPORATION.

3

On the following pages are a few examples of how Xerox is helping people find better ways to do great work. Along the bottom of each page you can read about how Xerox innovation is stimulating fundamental change in documents, work processes and communications – today and in the future.


Sun Microsystems has countless printers, but only one output management services provider.

Xerox. By trusting our expertise they’re free to focus on theirs. There’s a new way to look at it.

© 2002 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company® and There’s a new way to look at it are trademarks of XEROX CORPORATION.Sun Microsystems is a registered trademark of Sun Microsystems, Inc. Used with permission.

© 2002 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company® and There’s a new way to look at it are trademarks of XEROX CORPORATION. HONEYWELL and the Round Thermostat Design are registered trademarks of Honeywell International Inc.

®


Honeywell wanted to lower operational costs across business units. Xerox provided networked

multi-function technology to consolidate assets and save millions. There’s a new way to look at it.


Edward Jones financial services improved client relations. They chose Xerox color printers for

8500 offices to quickly highlight investment opportunities. There’s a new way to look at it.

© 2002 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company® and There’s a new way to look at it are trademarks of XEROX CORPORATION.


Microsoft’s IT and employee services had a bright idea. They chose Xerox to manage their imaging

and output devices worldwide. Help desk calls are down. So are costs. There’s a new way to look at it.

© 2002 XEROX CORPORATION. All rights reserved. XEROX,® The Document Company® and There’s a new way to look at it are trademarks of XEROX CORPORATION. Microsoft, the Office logo, PowerPoint, Word, Excel, Windows, the Windows logo, and Windows XP are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

4

The Customer The Problem The Solution

Managing forms and signage at Dillard’s

EA Toner

New Xerox developed toner technology improves quality and reliabilitymaking color affordable for all our customers. EA (emulsion aggregation)technology applies new nanoparticle technology and results in fasterwarm-up time for always-ready products.

Reinvent

indepthDillard’s is one of the mostsuccessful retail chains inthe U.S., operating 337stores in 29 states and generating sales of morethan $8.7 billion. Today,Dillard’s comprises morethan 300 traditional storesand five clearance centersin 29 states, offering a distinctive mix of name-brand and private-labelmerchandise.

Kent Wiley, vice presidentof training and support,was keenly aware that therewere big inefficiencies inDillard’s day-to-day busi-ness operations. “Peopleat headquarters and in thestores just kept copyingdocuments, thousands and thousands of pages aday, and a lot of that waswasted,” Wiley acknowl-edges. Inefficient, paper-based hiring processesgenerated much of thatwaste. When a Dillard’sassociate is hired, morethan 20 different formsmust be completed andfiled. This was a tremen-dous paper load in a

company that hires morethan 10,000 sales associ-ates in a year. In addition,legacy sign storage andproduction systems weresimply not up to the task ofhandling the high demandfrom its store teams. Also,providing appropriate up-to-date training materialsfor store personnel was acostly and cumbersomeprocess, as well as howheadquarters received,processed, and trackedaccounts payable invoicesfrom their stores. Dillard’sturned to Xerox for help.

Xerox conducted an OfficeDocument Assessment toprovide an in-depth andaccurate picture of Dillard’sbusiness processes – andwhat they were costing.The Xerox team inter-viewed dozens of peopleand collected reams ofpaper samples of the waysDillard’s used and produceddocuments. They studiedprint shop productionprocesses and preparedcost/volume analyses forstore signs and hiring prac-tices. They even enlistedDillard’s employees in theeffort, asking them to fillout logs and provide asample when they copied

The Benefits

Xpresso™

Xpresso™, containing a software agent, and connected to our systems,will provide new services to customers such as automated meterreads, supplies ordering, automatic service and maintenance calls,software updates and more.

5

a document. “It was amaz-ing,” says Wiley. “Theybrought back a stack ofpaper two feet high as evi-dence of the inefficiencieshere.” From there, theXerox team presented acomprehensive plan forcompletely transformingbusiness processes at Dillard’s – including a cost analysis and savinghypothesis that clearlyshowed the financial benefits of adopting newtechnologies to solve theirbusiness problems.

According to Wiley,“After all the facts werepresented, our president,Alex Dillard, only took oneday to decide to go with

Xerox’s recommendations.He’s a visionary. He easilysaw how we could benefit.”As the new backbone for document production, Dillard’s installed 473 Document Centre® multi-function networkedsystems to replace old ana-log copiers and standaloneprinters and fax machinesat retail outlets, divisions,and headquarters. Then Dillard’s quickly adoptedDocuShare® – Xerox’s doc-ument repository software,and FlowPort® – Xerox’simage routing software tohelp completely digitizekey business processes.

The hiring process hasbeen improved – storemanagers go online to theirDocuShare “New HiringPacket” folder to printclear, crisp, and up-to-dateoriginal forms as needed.Using Xerox DocuColor®

2060 Digital Color Pressesfor producing eye-catching,full-color “key item” signshas slashed costs from$1.54 per print to 28 cents.

Dillard’s teams are rapidly adopting Xeroxtechnology to improvemore business practicesevery day. Accountingteams are using FlowPortto scan paper invoicesdirectly into their accountspayable systems, eliminat-

ing time-consuming micro-fiche processes. Andtraining teams post newlearning materials toDocuShare for store managers to retrieve andprint on demand, a hugeimprovement over routinelyshipping over 300 packetsof hard copy informationto the field. Looking backat the transformation atDillard’s, Wiley says, “With the options Xeroxpresented to us in theirassessment, we’veimproved functionality,saved time, and cut ourcosts. Now we have theopportunity to do thingswe never could before.”

6

The Mexican JudicialBranch is made up of theSupreme Court of Mexico,the Electoral Tribunal, theCollegiate Tribunals, theUnit Circuit Tribunals, the District Courts and the Council of the FederalJudicature. The SupremeCourt of Mexico, which isthe maximum tribunal in Mexico, also resolvescontroversies between theFederation and the Federalentities of the nation.


The Supreme Court ofMexico maintains historicalcourt records dating back183 years. They wantedthe ability to preserve andshare invaluable historicaldocuments dating from1820 to 1950. They were literally drowning in a seaof paper documents. With 24 million hard-copy pagesof legal files and historicaldocuments, finding a document was tedious and time consuming, oftentaking weeks to locate aspecific file. They were alsohaving difficulty organizing,searching, retrieving and

safe guarding these docu-ments as many documentswere at risk of deterioratingbecause of their age. Withno solution in site and files expanding every day,the Court turned to Xeroxfor help.

The obvious solution wasto convert the documentsto digital records. To do so,required a vendor withexpertise, proven process-es, and the capabilities tomanage a project of thismagnitude. Xerox GlobalServices (XGS) in Mexicodesigned a complete solu-tion that allowed the digitaldocuments of the Court tobe stored in digital reposi-tories and be searched and retrieved through theInternet. XGS installed andmanaged the hardwareand software, and trainedoperators to scan, indexand archive the Court

Supreme Court of Mexico digitizes historic documents for on line access

AIQD

Xerox’s new Automatic Image Quality Diagnostics (AIQD) will provide customers with the tools to diagnose and evaluate image quality problems on-site, as soon as they happen. With AIQD a customer willoften diagnose and repair the machine without waiting for support.

order inthecourtorder inthecourt

records of official sentencesand rulings in digital form.Now these records can besearched in just minutes.The integrated documentmanagement solutionincluded the installation of27 Xerox Document Centre®

multifunction networkedsystems, third party scan-ners and Documentumsoftware in five major cities and in the centralrepository in Mexico City.

The Benefits

During a ceremony at theSupreme Court of Mexico,the President, GenaroDavid Góngora Pimentelwith the participation ofthe secretary of state, Santiago Creel Mirandadelivered the digitizedinformation to the GeneralArchive of the Nation.

The Supreme Court of Mexico and its entitiesnow have the uniform abil-ity nationwide to capture,organize, easily retrievelegal documents of keyjudicial and historical valueand share these electroni-cally. They now realize

immediate access to docu-ments through the Internetand their intranet networkinstead of having to waitdays or weeks for retrieval.Attorneys, researchers, historians, investigatorsand citizens now have easy access to historic doc-uments for the first time.

Applying the principles of lean manufacturing, Xerox can optimize a customer’s printshop layout and workflow. The LDP ™ process improvesprintshop capacity, job turnaround time and reduces cost.

7

Lean DocumentProduction™

8

Offset Paperback Manu-facturers is part of ArvatoPrint, a Bertelsmann Co.,which is a worldwidemedia corporation withexpertise in entertainment,publishing, printing anddistribution. Offset Paper-back, featuring one of themost automated bookmanufacturing plants inthe industry, producesapproximately 350 millionbooks each year.

The Customer The Problem

Since the development of offset printing, bookshave been mass produced.Books could not be printedprofitably in quantities of less than 1,000 or 1,500copies at a time. Techni-cally, a company could doa shorter run of a book, buta shorter run did not makesense because it was costprohibitive.

The fact that short-run book printing was notprofitable did not changethe fact that there hasalways been a demand forbooks that would not sellto a mass market. Therewas a need for galleys, test copies, public domain,and out-of-print books.Researchers wanted to

print their latest studies.Authors wanted to self-publish their new novels.Joseph Makarewicz, exec-utive vice president forOffset Paperback, explains:“There are many cus-tomers who may needonly a thousand copies orless. Prior to print-on-demand technology, wecould not support that typeof business in a cost-effec-tive manner – customerswould have had to place a minimum order of 5,000even though they onlyneeded 1,000 books.”

Offset Paperbackwanted to take advantageof the developing digitalprint-on-demand revenuestream and position thecompany as a pioneer in just-in-time printing.“What sold the partnershipwith Offset Paperback and Xerox was that bothparties understood thevision,” says Makarewicz.“We wanted to be theleader in supplying thou-sands of small publisherswith the opportunity toobtain a book product that is of high quality andconsistent appearance. Weneeded a partner that wasgoing to be there for thelong haul, and Xerox wasthat player.”

New imaging based controls that will be used in future high end systems will help ensure that color output is consistent from print toprint, day to day and from machine to machine.

buythebookbuythebook

ConsistentColor

New markets opened to Offset Paperback Manufacturers

The Solution

Xerox scientists are leading the way in developing applications ofMicro-Electro-Mechanical-Systems (MEMS) for future products.MEMS will enable more intelligent systems based on integrated sensing, control and adaptive responses.

For Offset Paperback, having a reliable partnerwas as important as finding technology that is cost-effective, easy toimplement, and easy touse. “We wanted a manu-facturer that would keep us informed and updatedregarding their future technology,” says SteveTalacka, manager, digitalservices for Offset Paper-back. “From the time thisequipment showed up on our floor, the supportfrom Xerox has beenexcellent. When we had aquestion, they were here.”

Adds Makarewicz:“The big reason we wentwith Xerox was their commitment to us – notjust supplying equipment,but also helping us with

The Benefits

sales efforts and truly part-nering with us to make this project successful.”

Xerox installedDocuTech® 6180 Produc-tion Publishers and morerecently, automated theirdigital short count bookproduction with the XeroxManual+Book Factory. The Xerox on-demand publishing Manual+BookFactory solution allowstitles to be stored electroni-cally and printed in smallquantities, economicallyand when needed. Thisjust-in-time solution eliminates waste, cuts labor costs, and reducesinventory warehousing.

Both Offset Paperback and its customers haverealized positive benefits.Its customers can offertheir readers titles whichmight not otherwise be published. For OffsetPaperback and its cus-tomers, costs are reducedby eliminating overprint-ing, and the associatedcosts of inventory, ware-housing, obsolescence,and destruction. Turn-around time is decreasedand revenue is increasedthanks to digital retrievingand printing. They are

now able to meet demandfor shorter lead times andsmaller quantities of titlesfrom bookstores. OffsetPaperback can capturemarket opportunities oth-erwise missed, such as outof print, never in print, andtest market books as wellas short-run reprints. The Xerox Manual+BookFactory creates new market opportunities forprinters, enabling them to give customers exactlywhat they want when they want it and offers abusiness model where“sell then make” replaces“make then sell.”

9

MEMS

mDoc™ is corporate-server software that turns your wireless handhelds into amobile document controller. mDoc lets you use your handheld device to wirelesslyaccess, e-mail, view, fax, and print documents stored on your corporate servers.DiscoveryPrint extends print access to local public printers.

the threeR’sthe threeR’s

10

Adams 12 Five StarSchools District, located in Thornton, Colorado, isone of the largest schooldistricts in the Denver Metroarea, serving over 29,000students in 44 schools infive communities.


The Adams 12 Five StarSchools District’s copy andprint functions did not inte-grate with or support theirtechnology infrastructure.Printer assets and expenseswere out of control, andthe district had no methodof tracking copy and printvolume. Money, time andeffort had been spent district-wide to deploycomputers, software andnetworking, and to supporttechnology on the frontend of a system, but theoutput devices, or the backend, were outdated andinefficient in providingteachers with an end-to-endtechnology solution. The

district also wanted theability to track and monitorcopier and printer usage.

In addition, the districtwanted to increase thespeed of large-run printjobs, which had to be sub-mitted to the district PrintShop using internal mailand took up to three days.The teachers had limitedability to access, print andshare knowledge.

Jim Christensen, superin-tendent of schools for thedistrict, explains why theychose Xerox. “We knewthe Xerox solution wouldbe efficient and effectivefor the District with thehigh quality products theyoffer. Xerox took the timeand required resources tounderstand our require-ments and challenges toensure the solution wouldbenefit the entire schooldistrict. From the moneysavings, we can reinvest in the kids.”

Over 135 Xerox Document Centre® digitalmultifunction systemswere installed throughoutthe district, enabled withEquitrac’s OfficeTrac soft-

Rethink

Reorganize and reduce to realize savings for Adams

mDoc™

ware, which monitors andtracks walk-up copies andnetwork prints.

The district Print Shop was equipped with aDocuTech® 6180 Produc-tion Publisher, a DocuTech®

6155 Production Publisherand a DocuColor® 40 Pro,and offers an enterprisesolution for all printing andfinishing needs.

Xerox DocuShare®, a Web-based documentmanagement applicationand Flowport® Image Rout-ing software will soon beimplemented throughoutthe district allowing teach-ers to electronically senddocuments minimizing thelabor and cost of mailing.

The Benefits

“Xerox provided a tool we were looking for to control costs and get a better handle on how wemanage printing impres-sions throughout thedistrict,” explains RonWebber, director, businessand facilities operations,for the district. “The overalltechnology provided a toolfor the teachers to saveboth time and money, andallow them to become better at what they do.”

Equitrac software generates monthly usagereports measuring indi-vidual use, total schoolvolume, and annual vol-ume allotment per school.This information providesfact-based support for fur-ther cost containment bythe district.

The networked digitalDocument Centre systemsallows users to print multi-ple copies in one step,saving time and money. By migrating laser andinkjet prints to DocumentCentre systems, the districtwill save at least $2,280 for every 100,000 printsmigrated.

With scanning andscan to e-mail capability,schools within the districtcan now scan jobs directlyto the district Print Shopfor instant delivery of largecopy job requests, therebyreducing the turnaroundtime. Users can scan hardcopy documents to theircomputer for editing andelectronic archiving versusrecreating documentswhich are manually filed.

The PDC software converts any digital camera into a document capture device. PDC carefully cleans up the camera images for analysis and to allow further processing through standard desktop applications.

11

12 Five Star School District

Portable Document Camera

12

The Principal FinancialGroup (The Principal®) is a leading provider of a wide range of financialproducts and services forbusinesses and individualsglobally. The Principal pro-vides 401(k) solutions tomore than 51,000 employ-ers in the U.S. and servesmore than 13.5 million customers worldwide.


The Principal FinancialGroup creates and mailsmillions of statements, or Benefit Retirement PlanReports, for 401(k)accounts managed by thecompany’s retirement andinvestor services businessunit. The mailings containinformation subject to regulatory requirementsspecifying when the state-ments must reach accountholders. They needed toleverage this requirement,developing it into a one-to-one marketing opportu-nity. According to Daniel J.Houston, senior vice presi-dent at The Principal, thecurrent Benefit RetirementPlan Reports were not

supporting his depart-ment’s business goals: to retain current plan cus-tomers, to build loyalty and expand the customerbase. “We knew from customer feedback thatmembers wanted morethan just their account bal-ances,” Houston says.“They wanted informationto help them better under-stand and utilize theirretirement benefits.”

The Benefit RetirementPlan Reports were typicallycomposed of five to eightblack-and-white sheets ofletter-size paper. They con-tained no graphics, were

heavily text-based and had a generic look thatlacked impact. The state-ments had to be producedunder very tight time con-straints. Angela Ellis,second vice president,Retirement and InvestmentServices, explains there isa narrow window betweenthe end of a reportingperiod and when the Bene-fit Retirement Plan Reportmust be in the hands of thecustomer. “We have 10business days at the end ofeach quarter to mail,” Ellissays. “Given the volume ofstatements we must printin that window, an efficientprocess with fast and reli-able printing and insertionequipment is essential.”

Xerox’s ADL research captures and codifies the expertise of professionals to automate tasks such as page layout and color selection for the creation of estheti-cally pleasing output. Using genetic algorithms, text, pictures, graphics and headlineswill flow readily into documents, making variable information printing easy.

Enhancing readability in 401(k)

AutomaticDocument Layout

After comparing optionsfrom multiple vendors, ThePrincipal selected Xerox as its partner. “We embraceleading edge technologythat better serves the needsof our clients,” Houstonsays. “We look for businesspartners like Xerox thatshare the same vision –embracing technology as away to deliver faster, betterand cheaper service.”

Technology and a consultative approach pro-vided the solution. To gaina competitive advantageand improve communica-tions with its customers,The Principal decided toconvert from legacy work-

The Benefits

flows for black-and-white401(k) statements toAdobe PostScript® colorprinting with full variabledata. As part of that solu-tion, Xerox worked closelywith the creative teamfrom The Principal Finan-cial Group to develop thelook and content of thenew Benefit RetirementPlan Report.

They wanted to lever-age their investment andpersonnel associated withtheir sophisticated Auto-mated Document Factory,which Xerox helped set up a few years ago. Xeroxinstalled nine DocuColor®

2060 digital color presseswith EFI Fiery® color con-trollers and Bell andHowell® inserter tools

within the Automated Document Factory.

In the new BenefitRetirement Plan Reports,customized graphics and text are automatically created for each individualaccount holder. This personalized information,along with necessarygeneric text, is then printedinto the statement tem-plate, creating a uniformlook that is specific to eachaccount holder. Addition-ally, a PDF file is generatedand posted on The Princi-pal ’s Web site wherecustomers can go to viewtheir personal statements.

The more user- and reader-friendly statements havecontributed to lower costsby helping reduce the num-ber of calls to The Principal’sClient Contact Centers. Thenew Benefit Plan RetirementReports have generatedvery favorable responsesfrom The Principal’s cus-tomers – the members of401(k) plans who receivethe statements. The newlycolorized and redesignedstatement prompts peopleto review their benefitsplan, and the easier-to-readformat helps them to betterunderstand the dollars theyare saving for retirement.The overall results con-tribute to customer loyaltyand retention.

The desire for customization is at the heart of our variable image printingresearch. Standard printing techniques work fine until each document needs to contain different information. Xerox uses new technology and special programmable processors to enable fast variable data performance.

13

The Solution

reportsincolor

reportsincolor

statements for Principal Financial Group

Variable Image Printing

14

DST Output is a subsidiaryof DST Systems Inc. and isa leading provider of paperand electronic statementsand other documents tocompanies in the commu-nications, video services,mutual funds, brokerage,banking, insurance, andother industries. DST Out-put designs, produces, anddelivers statements anddocuments of unmatchedquality and marketingimpact. For more than 30years the company has


been an innovator and apioneer. The company hasbuilt its impressive marketshare and reputation forquality on a solid techno-logical foundation – thecompany is one of Xerox’slargest printing systemscustomers utilizing anarray of Xerox devices.

Last year alone DSTOutput produced morethan 2 billion customercommunications, or nearly9 billion images. Many of the country’s largestfinancial services, commu-nications, insurance, andhealth care companies relyupon DST Output to print,mail, and electronicallydistribute their most important customer communications – bills,statements, compliancedocuments, and marketingmaterials.

DST Output has re-positioned itself as thepremier provider of cus-tomer communicationssolutions. “When we peerinto the near future,”

explains Charlie Schellhorn,the company’s presidentand CEO, “we see a growingopportunity for companiesto develop stronger, longer-lasting, and more profitablerelationships with their cus-tomers through leveragingthe unfolding power of digital communications. For example, that meansintegrated print-and-elec-tronic billing and print-on-demand to target and personalize communica-tions. It also means offeringthe full gamut of color. In anutshell, we must be ableto take any number of datafeeds and produce a cornu-copia of options for ourclients and their customers.”

askOnce®

Xerox askOnce® software makes customers more productive by finding information from the Internet, corporate Intranet, subscriptionservices, private databases and more and integrating the output into a single stream.

DST Output –huge volumes of print on demand and

input

DST Output has alreadytaken big strides in thatdirection. Operating threeproduction megacentersacross the country, DSTOutput harnesses the power of a full range ofXerox products. “We have more than 140 high-speed cut-sheet XeroxDocuPrint® devices,” reportsJim Reinert, executive vicepresident of operations.“Those Xerox workhorsesgenerated about 2.6 billionimages in 2002.” The

The Benefits

company uses a fleet ofmore than 25 Xerox contin-uous-feed printers toachieve the phenomenalthroughput required for its high-volume billingapplications. DST Output isexpanding their businessand has installed a numberof DocuColor® iGen3®

Digital Production Presses.

DST Output has seen significant benefits with allof their Xerox technology.With the Xerox continuousfeed, their printer output isfaster and their productivityis soaring. Full color hasallowed them to personalizeand customize all elementsin their customer commu-nications affording themflexibility and maximumeffectiveness. Color is a keyoffering for DST Output.“The lines between tradi-tional production printingand marketing collateralare blurring more andmore every year. We arecommitted to working withXerox on the latest color

technology,” notes CharlieSchellhorn. DocuColoriGen3 offers DST Outputmore flexibility to do shortruns with fast turnaroundand the ability to makeevery page customized andpersonalized. It enables theprinting of books, catalogs,brochures, direct mail,inserts, flyers, and more,on demand, and in brilliantgraphic arts quality.

HiClass

HiClass will solve a long-standing document management problem, how to structure large existing collections of documents. Using servicesavailable through Xerox Document Centre products, HiClass will auto-matically search, analyze and categorize documents for easy retrieval.

15

The Solution

personalized documents

fromOutput

DataGlyph®

DataGlyph® technology is subtle, esthetic marks that contain digital information. Barely visible, these marks can contain information on the originsand authenticity of a document. In some applications they can also be used to recreate a document when portions of it have been destroyed or modified.

16

Telecom Italia provides27.1 million fixed lines and24.6 million mobile lines to customers throughoutItaly. It also provides Inter-net services with almost 2 million active ISP users.The Group’s internationaloperations span 19 nations.


Like many of its counter-parts worldwide, TelecomItalia (TI) is facing aggres-sive competition in a post-monopoly environmentwhile trying to retain customers and earn theirloyalty by providing high-quality service. In additionto handling typical ques-tions about accounts,pricing, coverage, contractsand billing, TI’s call-centeroperators field inquiriesabout mobile phones andInternet services and howto configure and trouble-shoot ISDN lines and ADSLmodems. Information

about these digital servicesis constantly changing.Customer call centers arenotoriously busy, noisyand stressful places towork. Employee burnoutand turnover are typicallyhigh as operators copewith large call volumes,demanding customers andthe need to access manysources for constantlychanging information aboutcomplex new products,services and technologies.

TI call-center operatorsused at least three differentonline databases and mul-tiple steps to obtain theinformation they needed to answer customer ques-tions, and in many casesthey had to wait as long

as 90 seconds for ananswer to a query. As aworkaround, many opera-tors kept paper cheatsheets and folders at theirdesks to keep track ofshortcuts to the electronicinformation and paper-based product and serviceupdates. The system justdidn’t have the speed,depth, consistency or flexibility to handle users’needs. Operators wereburnt out, and TI risked losing customers.

Redefine

The Solution

onthelineontheline

Xerox Global Services hasmanaged the solution withfive European partners toimprove working condi-tions for the call-centeroperators while improvingcustomer service. The solution, called Angelo, is a sort of electronic “angel”designed to look over theshoulders of its users andgive helpful guidance, assistance and information.

Xerox worked with ajoint team including mem-bers from its Palo AltoResearch Center and XeroxResearch Center Europe toembed the Angelo knowl-edge base into TelecomItalia’s work environment.The joint Xerox team inter-viewed call-centeroperatorsand carefully observed their work practices. Based

The Benefits

on an understanding of theway the operators typicallyworked, the new toolswere integrated with TI’scall-center software andcustomer-relationship-management and onlinetraining systems. Informa-tion about TI’s customers’accounts was integratedfrom a mainframe-basedlegacy system.

Information about the company’s products,services, and calling rateswas integrated from the TI Intranet. The new knowl-edge repository containstroubleshooting tips aswell as shortcuts to con-tent in the other databases.

A single user interface actsas a portal to all the otherinformation in the system.A core software componentcalled Angelo Knowledgeintegrates all of the infor-mation sources includinge-mail and web browsinghistory. Call-center opera-tors have one windowthrough which they cansearch for answers to cus-tomers’ questions, solveproblems, ask for help,communicate with eachother and gain informationabout their working envi-ronment and performance.The call-center operatorscan also share best prac-tices with their co-workers.Tips and ideas, after beingapproved by a supervisor,are added to the database.

Operators like the flex-ible, single-point access to multiple informationsources, the quality andtimeliness of the knowl-edge, the near-immediateresponse (it is three timesfaster than TI’s Intranet andlegacy systems) to theirinquiries and the ease withwhich they can contributetips. Employee and cus-tomer satisfaction levelshave gone up 30% duringthe installation of Angelo,while call completion timeproductivity was increasedby 30-60% as a result ofbest practice sharing.

Integrated database helps Telecom Italia respond quickly and effectively

Glossmark™

Increasing concerns about document security has led Xerox to developa range of technologies that help ensure the integrity of printed infor-mation. Glossmark™ printer operating software is one example thatallow you to readily differentiate between copies and originals.

17

18

Royal Impressions is aleading provider of salesand marketing communi-cations. Industry-leadingcompanies and agenciesrely on Royal Impressionsfor their knowledge andexpertise in creating, managing and deliveringsophisticated marketingand corporate communica-tions projects. Based in New York City, RoyalImpressions offers a


comprehensive range ofservices to meet clientneeds, from initial conceptthrough measuring returnon investment. With a reputation for offering customers the best in service and quality, RoyalImpressions consistentlyoutfits themselves with the latest leading-edgeproduction technologiesavailable in the industry.

Recognizing the marketgrowth in color, on-demand and personalizedcommunications, RoyalImpressions wanted toenhance its capabilitieswith the fastest and mostcost-effective hardware andsoftware available in themarket. Its sophisticatedclient base knew that inorder to capitalize onopportunities, and to retaincustomers, unique solu-tions were needed. RoyalImpressions wanted toexpand its ability to offercustomized one-to-onemarketing campaigns,powered by variable dataprinting to deliver excep-tional results and return on investment.

Royal Impressions turnedto Xerox, who had alreadysupplied them with a number of DocuColor®

2060 digital productionprinters. Xerox installedthe DocuColor iGen3™

Production Press andestablished Royal Impres-sions as an “alpha test”site for the new productionpress. The DocuColoriGen3™ met their require-ments by offering speed,flexibility, cost-effective-ness and expandability.With iGen3, Royal Impres-sions is now capable ofproducing personalizedcommunications thatincorporate variable

Gyricon™

Gyricon Media, a Xerox subsidiary is commercializing our SmartPaper®

technology in retail signage applications. Distributed through a retail store, and connected wirelessly to the central point of sale system, Gyricon displays provide shoppers with accurate pricing and product information.

Moving offset jobs to iGen3™ reduces production

images and copy, data-driven charts andcontinuous tone images.They can deliver complexoutput, such as 64-pagepersonalized booklets with multiple stocks thatinclude both black andwhite and full color pages.“The press offers the abil-ity to produce dynamicallyassembled content whilemaintaining consistentoutput at the highest ratedspeed on the market,”stated Christopher DeSantis, President ofRoyal Impressions.

The Benefits

Partnering with Xerox hasallowed Royal Impressionsto combine its unique skillsand expertise with the mostinnovative technology inthe world. And the benefitshave been enormous interms of growth for bothRoyal Impressions and itsclients. In a shrinking mar-ket, business has expandedsignificantly. They haveadded several new, highvolume clients to their

roster of satisfied, industryleading companies, includ-ing Prudential Investments.They realized significantrevenue enhancementwith a 10% growth inclients served. In addition,iGen3 has also allowedthem to enter into a newmarket for short run offsetprojects. This has allowedRoyal Impressions to movesome traditional offset jobs to iGen3. Moreover,they have increased theiron-demand printing horse-power by 200%, providing

the ability to address thetightest customer deadlinesand most demanding colorprint projects. ChristopherDeSantis adds, “From aprice standpoint, iGen3™has the lowest per-copyrate in the industry. It’s avolume-based system, soyou must do the through-put to achieve theseeconomies of scale.”

19

time for Royal Impressions NYC

Printed OrganicElectronics

Combining Xerox printing and organic electronic materials expertise,POE research promises to enable cheap flexible semi-conductordevices for applications such as smart cards, displays and other electronic products.

greatimpressions

greatimpressions

Lots of reasons.

Like our product line that’s the broadest and deepest in our industry.And our worldclass technology that gets better every day. And our deepunderstanding of the way work gets done by real people in a real world.And our worldclass sales and service organization that can take care of your needs in every corner of the globe. And our eagerness to workwith you not as a vendor, but a partner. And because we can help yousimplify your business through our unique combination of people,process and technology.

Or the simplest and best reason of all: We can help you be more successful. Period. And save money in the process. Exclamation point.

We’ve completed hundreds of “document assessments” for customersaround the world. And we’ve found that we can help our customerssave up to 40 percent of their document costs.

You do the math:

• Between five and fifteen percent of your revenues are spent on documents. Take 10 percent as a reasonable assumption.

• Now take 40 percent of that and you’ve got your potential savings.

For a $1 billion company, that’s a very healthy $40 million a year. Interested in seeing what we can do for you? Contact us.

We welcome the opportunity to help you find better ways to do great work.

2020

Why Choose Xerox?Why Choose Xerox?

Lots of reasons.

Like our product line that’s the broadest and deepest in our industry.And our worldclass technology that gets better every day. And our deepunderstanding of the way work gets done by real people in a real world.And our worldclass sales and service organization that can take care of your needs in every corner of the globe. And our eagerness to workwith you not as a vendor, but a partner. And because we can help yousimplify your business through our unique combination of people,process and technology.

Or the simplest and best reason of all: We can help you be more successful. Period. And save money in the process. Exclamation point.

We’ve completed hundreds of “document assessments” for customersaround the world. And we’ve found that we can help our customerssave up to 40 percent of their document costs.

You do the math:

• Between five and fifteen percent of your revenues are spent on documents. Take 10 percent as a reasonable assumption.

• Now take 40 percent of that and you’ve got your potential savings.

For a $1 billion company, that’s a very healthy $40 million a year. Interested in seeing what we can do for you? Contact us.

We welcome the opportunity to help you find better ways to do great work.

Xerox Corporation

800 Long Ridge RoadP.O. Box 1600Stamford, CT 06904203 968-3000

Xerox Europe

RiverviewOxford RoadUxbridgeMiddlesexUnited KingdomUB8 1HS44 1895 251133

Products and Service

www.xerox.com or by phone:

• 800 ASK-XEROX (800 275-9376) for sales• 800 822-2979 for equipment service• 877 979-8498 for customer relations

Additional Information

The Xerox Foundation and Community

Involvement Program: 203 968-3333

Diversity programs and

EEO-1 reports: 585 423-6157

Minority and Women Owned

Business Suppliers: 585 422-2295

Environment, Health and Safety

Progress Report: 800 828-6571 prompts 1, 3www.xerox.com/ehs/progressreport

Questions from Students and Educators:

E-mail: [email protected]

Xerox Innovation website:

www.xerox.com/innovation

How to Reach Us

Fuji Xerox Co., Ltd.

2-17-22 AkasakaMinato-ku, Tokyo 107Japan81 3 3585-3211

© Xerox Corporation 2003. All Rights Reserved. XEROX®, The Document Company®,AskOnce®, DataGlyph®, DocumentCentre®, DocuShare®,DocuTech®, Flowport®, Glossmark,iGen3, LDP, Lean DocumentProduction, mDoc, SmartPaper®,and 6180® are trademarks of Xerox Corporation. DocuColor®

is a licensed trademark of Xerox Corporation.

PostScript is a registered trademark ® of Adobe SystemsIncorporated in the United Statesand/or other countries. EFI and Fiery are either registeredtrademarks or trademarks of Electronics For Imaging, Inc. Bell & Howell is a reistered trademark of Bell & HowellCompany.

Concept and Design: Arnold Saks Associates

Printing: St. Ives Case-Hoyt

Xerox Corporation800 Long Ridge Road

PO Box 1600Stamford, CT 06904

www.xerox.com

610P716360

reinvent rethink redefine: how xerox helps customers find

Documents