CIO Straight Talk - Issue 2 - 26

We group similar services and
applications with a single
supplier but create enough
overlap so that a competitive
bid is readily available.
We handle cross-application
issues that crop up through
careful coordination among
the vendors.
however, also brings with it the complication of having to
manage a multi-vendor portfolio and still deliver reliable
services that may traverse various application silos.
This required us to develop a well thought-out,
standards-based and structured approach to managing
multiple vendors. The result of developing this capability:
a nearly 25 percent reduction in our sustaining cost of
operations, plus a significant improvement in service level
and reliability.
The multi-vendor approach works for us because we
select specific vendors to handle specific service areas and
we create a little healthy competition among them. We
group similar services and applications with a single
supplier but create enough overlap so that a competitive
bid is readily available.
We handle cross-application issues that crop up through
careful coordination among the vendors.
Today, we are about 30 percent insource and 70 percent
outsource, on an FTE basis. The outsourced work is
distributed across a strategic portfolio of five suppliers,
including HCL. The vendor engagement and management
process guides our RFI/RFP activities, in shaping who is
going to do what work for us. It also includes a feedback
mechanism for all of our partners on a semi-annual basis.
This allows us to provide our partners with a scorecard on
how they are performing and how they stand against
others in our portfolio. We also share where Xerox is
going from both a business and IT strategy standpoint, so
they can effectively position themselves and compete for
new work. We hold joint innovation sessions on how to
improve our partnership.
Delivering Innovation: The A2B Initiative
Once we had put these productivity best practices and
capabilities in place, we turned our attention to innovation
to help transform the business. We aspire to be an IT
organization that helps the business to perceive new,
unthought-of opportunities on how to serve customers and
defeat the competition. That meant taking on much bolder
activities and larger programs of work, with the aim of

26

// CIO Straight Talk

making IT a significant component of the business architecture, rather than simply having it provide the technology architecture that supports the business. This is where
we find ourselves today, with several significant transformation programs currently underway.
For example, Xerox in Europe for many years consisted
of 16 countries operating their own business processes
and their own IT systems. That led to a great deal of
process and system inefficiency.
In the last four years, we have completely transformed our
processes and operations in Europe with our “A2B”
program. This is an acronym for “Average to Benchmark,” which is the way we describe the evolution of our
operating processes from an average level to an outstanding or benchmark level of productivity and service to our
customers. We see the ongoing nature of this program as
something that is a positive reflection of our ability to
change the business model to adapt to the competitive
landscape and our evolving strategy. It is particularly
important as our business becomes more and more dominated by service offerings.
The A2B initiative – implemented and now managed by
HCL Axon – has a clear strategic vision, with two distinct
business models. One serves customers directly, through
Xerox sales and marketing and service delivery. The other

IT Embedded in the Offering:
Remote Services and Serviceability
A good example of the way in which IT – and the IT
function – can take the business into new areas is our
increasing focus on embedding IT in our customer
offerings. For example, by connecting Xerox devices
in the field to our back office systems via the Internet,
we can remotely monitor the print and copy assets at
a customer site in order to automatically read meters
associated with the device, replenish supplies and
customer-replaceable parts and capture information
for proactive maintenance or remote repair. Not only
do these capabilities help reduce Xerox costs and
improve speed, but they also create new points of
customer satisfaction.
We began by implementing these solutions on Xerox
fleets, but soon recognized that we could manage and
monitor non-Xerox devices for our customers as
well. This allowed us to become the world leader in
managed print services – managing supplies, technical service and billing, no matter what the brand of
the device.
We’ve also recognized that the modern multifunction printer/copiers can be useful as “on ramps”
to document-intensive business processes. We now
automate document-intensive processes like expense
management, resumes, school records, etc., by using
the ordinary scanning capability of the device and
connecting it to business process services and workflow technology.



CIO Straight Talk - Issue 2

Table of Contents for the Digital Edition of CIO Straight Talk - Issue 2

CIO Straight Talk - Issue 2
Contents
So What Do CIOs Want
Innovation at the Periphery
The CIO as Thought Leader
Career Move: From Managing Technology to Managing Change
Every CIO is in the Information Business
Analytics and Decision Making
Putting IT at the Center of the Customer Experience
Pick n Pay Focuses on Delivering Value to Customers
Bringing "Lean" to IT
Whither the Cloud in a Stormy IT Enviroment?
Management by Driving a Stake in the Ground
From Data Processing to Orchestrating Knowledge
Extreme Collaboration
Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - CIO Straight Talk - Issue 2
CIO Straight Talk - Issue 2 - Cover2
CIO Straight Talk - Issue 2 - 3
CIO Straight Talk - Issue 2 - Contents
CIO Straight Talk - Issue 2 - 5
CIO Straight Talk - Issue 2 - So What Do CIOs Want
CIO Straight Talk - Issue 2 - 7
CIO Straight Talk - Issue 2 - 8
CIO Straight Talk - Issue 2 - 9
CIO Straight Talk - Issue 2 - 10
CIO Straight Talk - Issue 2 - 11
CIO Straight Talk - Issue 2 - 12
CIO Straight Talk - Issue 2 - 13
CIO Straight Talk - Issue 2 - 14
CIO Straight Talk - Issue 2 - 15
CIO Straight Talk - Issue 2 - 16
CIO Straight Talk - Issue 2 - 17
CIO Straight Talk - Issue 2 - Innovation at the Periphery
CIO Straight Talk - Issue 2 - 19
CIO Straight Talk - Issue 2 - 20
CIO Straight Talk - Issue 2 - 21
CIO Straight Talk - Issue 2 - The CIO as Thought Leader
CIO Straight Talk - Issue 2 - 23
CIO Straight Talk - Issue 2 - 24
CIO Straight Talk - Issue 2 - 25
CIO Straight Talk - Issue 2 - Career Move: From Managing Technology to Managing Change
CIO Straight Talk - Issue 2 - 27
CIO Straight Talk - Issue 2 - 28
CIO Straight Talk - Issue 2 - 29
CIO Straight Talk - Issue 2 - Every CIO is in the Information Business
CIO Straight Talk - Issue 2 - 31
CIO Straight Talk - Issue 2 - 32
CIO Straight Talk - Issue 2 - 33
CIO Straight Talk - Issue 2 - Analytics and Decision Making
CIO Straight Talk - Issue 2 - 35
CIO Straight Talk - Issue 2 - 36
CIO Straight Talk - Issue 2 - 37
CIO Straight Talk - Issue 2 - 38
CIO Straight Talk - Issue 2 - 39
CIO Straight Talk - Issue 2 - Putting IT at the Center of the Customer Experience
CIO Straight Talk - Issue 2 - 41
CIO Straight Talk - Issue 2 - 42
CIO Straight Talk - Issue 2 - Pick n Pay Focuses on Delivering Value to Customers
CIO Straight Talk - Issue 2 - 44
CIO Straight Talk - Issue 2 - 45
CIO Straight Talk - Issue 2 - 46
CIO Straight Talk - Issue 2 - Bringing "Lean" to IT
CIO Straight Talk - Issue 2 - 48
CIO Straight Talk - Issue 2 - 49
CIO Straight Talk - Issue 2 - 50
CIO Straight Talk - Issue 2 - Whither the Cloud in a Stormy IT Enviroment?
CIO Straight Talk - Issue 2 - 52
CIO Straight Talk - Issue 2 - 53
CIO Straight Talk - Issue 2 - 54
CIO Straight Talk - Issue 2 - 55
CIO Straight Talk - Issue 2 - Management by Driving a Stake in the Ground
CIO Straight Talk - Issue 2 - 57
CIO Straight Talk - Issue 2 - 58
CIO Straight Talk - Issue 2 - From Data Processing to Orchestrating Knowledge
CIO Straight Talk - Issue 2 - 60
CIO Straight Talk - Issue 2 - 61
CIO Straight Talk - Issue 2 - Extreme Collaboration
CIO Straight Talk - Issue 2 - 63
CIO Straight Talk - Issue 2 - 64
CIO Straight Talk - Issue 2 - 65
CIO Straight Talk - Issue 2 - Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - 67
CIO Straight Talk - Issue 2 - 68
CIO Straight Talk - Issue 2 - 69
CIO Straight Talk - Issue 2 - 70
CIO Straight Talk - Issue 2 - 71
CIO Straight Talk - Issue 2 - 72
CIO Straight Talk - Issue 2 - 73
CIO Straight Talk - Issue 2 - 74
CIO Straight Talk - Issue 2 - Cover3
CIO Straight Talk - Issue 2 - Cover4
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