Hoshin Kanri: How Xerox manages

This article presents a case study of Hoshin Kanri practice at Xerox (UK). Hoshin Kanri is a form of TQM-based strategic management; it provides a link between strategic intent and its implementation in daily management. Xerox is an exemplar of Hoshin Kanri best practice. Key features include Xerox's use of vital few programmes; the link with employee appraisals; an active role for a network of quality managers; a participative form of deployment; a mature form of total quality management; the use of a self-assessment model to manage the business; and a structured system of review. While implementation has been difficult, key benefits have been transparency and a common language for involving everybody in the management of strategy. (C) 1999 Elsevier Science Ltd. All rights reserved.