Executive Commentary
讨论了施乐公司如何制定并实施全面质量管理战略，强调通过持续学习应对技术变化、全球竞争和客户需求，以提升服务质量和流程效率。
In this article the author discusses how Xerox has developed and implemented a strategy for total quality. The author notes that process is one involves working towards ever-changing goals. He notes that Xerox has embraced various service quality lessons that has enabled them to alter their culture, improve their work processes and has enhanced their ability to meet customer demands. He discusses how to repeatedly meet customer expectations companies need to recognize the importance of engaging in continuous learning in order to deal with technological changes, increases in global competition and more demanding customer requirements.