unleashing potentialWorking closely with clients to discover the hidden potential for document process improvement.

XXeerrooxx GGlloobbaall SSeerrvviicceessOverview

7.5 billion documents are produced worldwide each year1

Today’s BusinessEnvironment

The pressure to increase profits, improveproductivity and reduce costs is greaterthan ever. So too, is the need to increasequality and customer retention. Thequestion is ‘how?’

Like many organisations, you’ve probablyalready examined the costs and processesin areas such as logistics and IT. You’recontinuously looking for improvementsbut with so much already accomplished,additional efficiencies are increasinglyhard to find. So what else can you do?

One area that many organisations haveoverlooked in their quest for cost savingsand process improvement is documents.

The Importance of Documents

From digital documents on your web siteand PCs, to the plethora of paper-baseddocuments such as invoices, contracts,statements, marketing collateral and directmail, documents are everywhere. Theyare the lifeblood of your business.

Documents are more than just paper.

• DDooccuummeennttss aarree tthhee pprroodduucctt (e.g. customer contracts, insurancepolicies)

• DDooccuummeennttss ssuuppppoorrtt pprroodduuccttss(e.g. mobile phone user manuals,product brochures)

• DDooccuummeennttss ssuuppppoorrtt ccrriittiiccaall bbuussiinneesssspprroocceesssseess (e.g. accounts payable andreceivable, credit card applications)

82% of senior executives believe thatdocuments are critical to the successfuloperation of their organisations2. Despite this fact, the vast majority oforganisations (90%) are not able toestimate how much they spend ondocumentation2.

The truth is that organisations spend up to 15%2 of their revenue on documents.That’s a major overhead. Fortunately,Xerox Global Services can not only helpyou accurately measure how much you’respending on documents but we’ll bringsignificant savings, too.

Cost reduction is only one of the benefitsof partnering with Xerox Global Services.We help organisations like yours tostreamline and simplify all documentintensive processes. The result?Accelerated workflows, enhancedcompetitiveness, increased revenuegrowth and improved customersatisfaction.

Document Outsourcing

It’s a fact of business life that mostsuccessful organisations outsource.According to The Outsourcing Institute,for example, 80% of Fortune 500companies outsource some or all of their information management functions.It’s easy to see why.

Outsourcing frees up management timeand allows you to focus on your corebusiness – essential when you’reoperating in a tough business climate. It reduces costs and releases financialcapital for investment in activities thatwill generate the highest returns. It gives you access to world-class skills and specialist knowledge that aren’tavailable within your organisation. Itincreases quality and capacity and helpsyou do more, with less. As many of theworld’s leading companies will confirm,outsourcing pays.

82% of organisations saydocuments are critical tothe successful operation of their business2

It Pays to OutsourceDocuments

Documents have a critical role to play in increasing productivity, improvingcustomer service and reducing your costbase. Whether they are digital or paper-based, documents allow you to store,retrieve and manage your company’s most valuable asset: knowledge. Properlymanaged, they let you use, share and re-use that knowledge to create newbusiness value.

Although up to 80% of a company’semployees are knowledge workers, onlyaround 12% of organisational knowledge is in an easily accessible form. The largestamount – nearly half – is trapped because of technical incompatibilities or the

difficulty of moving between paper and digital formats. In other words, your most valuable assets are tied up and unproductive.

What’s more, production processes andresources are often divided into separate‘silos’ across the organisation, whichcreates an inevitable and expensiveduplication of people, processes andtechnology.

The Gartner Group has estimated that up to 30% of the identified document outputexpenditure within an organisation could be saved by passing control to a documentexpert. There are other benefits, too.

Document outsourcing also deliverssignificant process improvements. Bystreamlining processes, critical documentssuch as customer application forms, areprocessed faster, have fewer errors and aremore likely to conform to legislative andregulatory requirements.

XXeerrooxx PPaarrttnneerrss wwiitthh FFGG WWiillssoonn ttoo PPrroodduuccee UUsseerr MMaannuuaallss

FG Wilson, a wholly owned subsidiaryof engineering giant Caterpillar,produces diesel and gas poweredelectricity generators from itsmanufacturing plant, near Belfast,Northern Ireland. The company exports99 per cent of its generators overseasto areas as diverse as South America,the Middle/Far East and South Africa.

With every generator sold, a manualpack needs to be shipped with thegenerating set to assist the buyer in the operation and maintenance of theunit. Exporting to so many diverseareas means that FG Wilson has to be able to produce manuals indifferent languages that often change as technology develops, and differentmodels are launched.

TThhee PPrroobblleemmOriginally, FG Wilson outsourced itsprinting to specialists and manuallycollated offset printed material from its

various suppliers to make up themanual pack. This process involvedsignificant management time andresource whilst creating unacceptablelevels of wastage through obsoletestock.

Given the drag on time, resource andproductivity that the existing processwas having, FG Wilson decided actionhad to be taken. Xerox was one ofseveral document management serviceproviders that FG Wilson approached tohelp resolve the situation.

TThhee SSoolluuttiioonnAfter selection as the preferred solutionprovider Xerox Global Services workedwith FG Wilson to analyse the existingprocesses and proposed a bespokesolution to move the existing documentprocess to a Just In Time system,enabling greater flexibility in manualproduction and allowing personalisedmaterials to be output in formats toinclude CDROM and the Web, as wellas the traditional digital print format.

Xerox personnel are now based at FGWilson’s plant to manage the serviceprovision – responsible for delivery ofthe defined service levels to includeprint management, technical drawingsproduction, collation and finishing.

TThhee RReessuullttss As well as re-directing staff to moremission-critical areas of the businessand eliminating stock obsolescence, the new system has coped with aproductivity increase of 100%.

The project also delivered annualsavings of £250,000 in its first year,almost 60 per cent more thananticipated, calculated in terms of staff redeployment, reduction ofinventory and cost of materials.

P R O V E N T R A C K R E C O R D

70% of executives claim that the delay in updatingdocuments in line withbusiness requirements would make their organisation less agile2

Managing Documentsacross the Enterprise

Xerox Global Services is one of theworld’s most successful and establishedoutsourcing providers. We have anunrivalled breadth and depth ofcapabilities that focus on every phase of the document lifecycle from creationand output right through to storage,retrieval and transmission.

That means we can provide end-to-endmanagement of all your documentprocesses, giving you a holistic view of a normally fragmented process: fromcommercial print, reprographics, print on demand, transaction printing, formsand office printing, right through towarehousing and distribution.

Xerox Global Services brings new levels of efficiency to your organisation,managing your documents across theenterprise and throughout their lifecycle,switching between digital and paper asneeded and effortlessly moving thembetween departments through networksand the Internet. You can choose from a range of services across the documentlifecycle, and each offers significantadded value in its own right.

Document OutsourcingServices

DDooccuummeenntt AAddvviissoorr OOffffiicceeThe Document Advisor Office offers large and document-intensiveorganisations the opportunity to bringfragmented document processes andrelated spend under complete control. It’s a comprehensive, managed servicethat’s designed to meet your enterprise-wide document needs from concept to delivery. The service establishes a baseline of document spend from which significant savings are driven.

XXeerrooxx OOffffiiccee SSeerrvviicceessThis is a total, multi-vendor outsourcedservice, led by Xerox Global Services as the prime contractor, for managing all processes and spend associated with producing documents in the office.The service delivers guaranteed andsustainable savings of around 25% inoffice document output costs, plussignificant productivity benefits for individual employees and theorganisation as a whole.

XXeerrooxx eePPrriinnttssoouurrcciinngg SSeerrvviicceessXerox ePrintsourcing Services deliversvaluable cost savings by managing theexternal commercial print spend of your organisation through a selection of carefully tailored web-enabled toolsand resources.

XXeerrooxx CCrreeaattiivvee SSeerrvviicceessUsing expert creative talent, the latest technology and proven businessprocesses, Xerox Creative Servicesdelivers reduced costs, brand assetcontrol and faster time to market. It gives you an efficient solution for allyour presentation, desktop publishing,multimedia, Internet and Intranet,localisation and translation needs.

XXeerrooxx DDooccuummeenntt PPrroodduuccttiioonn SSeerrvviicceessXerox Document Production Serviceshelps communicate with your customersmore efficiently and effectively bycentralising and improving the productionof high-quality promotional documents

(such as product literature and directmail), publications (such as manuals andreports), and transactional documents(such as invoices and statements.)

XXeerrooxx MMaaiillrroooomm SSeerrvviicceessXerox Mailroom Services ensuresoptimum operating efficiency across all aspects of the modern mailroom.

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With 32,000 copying, printing andfaxing devices, many of them underutilised, leading UK financial servicesprovider Lloyds TSB was determined to find a smarter way of doing things. It wanted greater efficiency, reducedcosts and increased flexibility. Andthat’s where Xerox Office Services came in.

Following a detailed analysis, Xeroxproposed a complete print managementservice that covered all of Lloyds TSB’sequipment, supplies and service in asimple cost-per-page contract withguaranteed service levels. The resultshave been dramatic. Not only has Xerox Office Services met the agreedproductivity and efficiency goals, wehave jointly developed and deliveredagreed savings plans every year. Butdon’t just take our word for it, take a

look at what a senior spokesman had to say:

“The value Xerox brings to Lloyds TSBis that it takes care of all our documentproduction processes. Xerox not onlydoes this with great professionalism,but much more cost effectively than we could ourselves.”

RRoonn WWhhaattffoorrdd,, Director GroupOperations (Lloyds TSB Group)

P R O V E N T R A C K R E C O R D

90% of organisations don’t know how much they spend on documentation3

1 in 5 workers spend at least 60% of their timedealing with documents3

Business Process Services

It’s not just about cheaper documents; it’s also about smarter documents.

Documents are critical to many businessprocesses: from billing to customercommunications you will find thatdocuments are involved somewhere –whether paper or electronic. They can be in multiple media and formats, andmanaged as discrete pieces of informationthat can be re-purposed and re-used in awide variety of different ways.

Xerox Global Services provides thebridge between the traditional paperworld and the increasingly digital world of documents by streamlining and automating client’s Document-Intensive Business ProcessesSM.

We enable our clients to deliver superiorbusiness results through a combination ofprocess improvement, cost reduction andquality improvement. This allows clientsto complete tasks faster, at a lower cost,

IN OUT

significantly reduce overall processingtime, as well as improve the control andquality of the process.

We deliver these benefits to clientsthrough our Business Process Servicesportfolio by outsourcing specificDocument-Intensive Business ProcessesSM

and committing to improving keybusiness metrics in these processes tobenchmark levels. We achieve this fromour extensive experience and lean sixsigma based improvement techniquesleaving our clients free to reap thebenefits and focus on their core business activity.

IImmaaggiinngg aanndd AArrcchhiivvee SSeerrvviicceess Xerox Imaging and Archive Services give you a solid foundation for recordsmanagement and regulatory compliance,with a series of outsourced services forcapturing, converting, indexing andstoring documents for rapid onlineretrieval.

PPrroodduucctt LLiiffeeccyyccllee SSeerrvviicceessXerox Product Lifecycle Services touch every stage of a client's product or service documentation lifecycleincluding authoring, localisation,translation, production and finaldistribution. It’s a proven solution formaking sure that the right documents, in the right language and format, aredelivered to the right place at the righttime.

FFiinnaannccee aanndd AAddmmiinniissttrraattiioonn SSeerrvviicceessFocusing on accounts payable, accountsreceivable, logistics functions and themanagement of contracts, Xerox Financeand Administration Services manage the capture, indexing and storage ofdocuments such as invoices, purchaseorders, weigh bills, bills of lading, proof of delivery and supplier contracts.This enables the quicker processing ofaccounting transactions and the fasterresolution of disputes, reducing write-offsand accelerating cash flow.

CClliieenntt AAccccoouunntt LLiiffeeccyyccllee MMaannaaggeemmeennttIdeal for organisations that need toprocess inbound customer documentation,such as applications and orders, asquickly as possible, Xerox ClientAccount Lifecycle Management services cut costs, reduce complexity and improve accuracy by enabling digitaldocuments at every step of the process.

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One of France’s leading mobile phone operators has been workingwith Xerox since 1996. In 2001, Xerox Global Services devised aninnovative solution to their incomingmail problem.

Prior to 2001, the management ofincoming mail from customers washandled manually, with each operatingsite responsible for dealing with itsown mail. Depending on its content,the mail would either be processeddirectly or forwarded to another site better equipped to deal with the

specific customer request. Accordingto their Service Manager “This policynot only involved frequent andnumerous transfers of mail betweenvarious sites, it also precluded theoverall monitoring of mail received by all the sites concerned”.

The solution that Xerox GlobalServices devised was to digitise as much of the incoming customermail as possible so that it couldautomatically be routed to theappropriate customer service staff.Overall, Xerox Global Services is nowresponsible for the direct processingof 80% of the mail received.According to their Service Manager,

P R O V E N T R A C K R E C O R D

“Systematic digitisation has eliminatedthe circulation of hard copy mailbetween sites, resulting in a significantreduction in the time needed to movemail from one site to another. Anassociated benefit has been thereduction of response times tocustomer requests, together with an improvement in the quality ofprocessing”.

Their Service Manager concludes,“These improvements in productivityrepresent a genuine advance in thequality of our after-sales service andcustomer relations”.

90% of customercommunications isthrough documents4

The Xerox Global ServicesMethodology – How WeWork With You

Everyone at Xerox is passionate aboutexcellence. We set stringent standards andstrive to over-achieve. Our methodologycan be described in 5 quality-driven steps:

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The current state

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An innovative solution unique to you

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The process and implement the newservice offering

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People, processes and technology in a new business model

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Business results back to yourorganisation

➔➔

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➔People, Process and Technology

When you work with Xerox GlobalServices you are connecting into a hugereservoir of human resources with talentand expertise available on tap. That’s a valuable resource in a market that’scharacterised by skills shortages and ahigh staff turnover.

Our world-wide reach, close alignment to Xerox’s highly respected research and development organisations, provenmethodologies and over 40 yearsexperience as business technology leaders gives us an extraordinary abilityto execute the most complex, complete,and technologically advanced businesssolutions for our customers.

Lean Six Sigma

Throughout the Xerox Global ServicesMethodology we have adopted the LeanSix Sigma approach to deliver costreductions, reduce process variability andremove waste from complex processes.Lean Six Sigma is a disciplined, data-driven approach that increases throughputspeed by removing non-value addedactivities (Lean) whilst minimising thedefects of process outputs (Six Sigma).

For information on the advanced solutionsand services that Xerox can provide, visit wwwwww..xxeerrooxx..ccoo..uukk//gglloobbaallsseerrvviicceess

© 2005 XEROX CORPORATION. All rights reserved. XEROX® is a trademark of XEROX CORPORATION. All other brand names are trademarks of their respective owners. EX5264XD 02/05 708P88077GBE

Printed on a Xerox iGen3™ Digital Production Press

1 University of California – Berkeley2 Documents – The Life Blood of Your Business, IDC 20033 Xerox / MORI survey of European Directors, 20024 Palo Alto Research Centre Incorporated

Xerox is the global leader indocument management, offering the widest array of products, servicesand solutions in the industry. XeroxGlobal Services, one of the three mainbusiness units within Xerox, offers abroad portfolio of services includingoutsourcing, consulting, systemsintegration, imaging and contentmanagement.

We work with our clients to improve and manage their document-intensive business processes –everyday processes like customercommunications, billing, training orrecords management. Xerox GlobalServices are worldwide leaders indocument outsourcing and are able tore-engineer all areas of documentactivity, delivering improveddocument processes and significantsavings in document costs. We workfor clients big and small, in all sectorsand both nationally and globally.

A B O U T X E R O XGLOBAL SERVICES