Jeff Bane's Take on Xerox Services Centers of Excellence

Shortly after Thomas' opening keynote presentation on The Package Paradox, Jeff Bane took the general session stage to discuss three cases where the Xerox Services Center of Excellence (COE) brings value to Xerox Global Services (XGS). Lessons learned included identification of the appropriate subject matter experts (SMEs) to accelerate response to RFPs, applying best practices from other regions and customers into new common standards, and enabling account management teams the tools and information to drive gross profit improvements. In order to apply these lessons at XGS, they underwent a major account services delivery transformation with clear short and long-term objectives such as providing delivery executive coverage for its largest services customers, decreasing time to revenue / time to profit, and transparent accountability measures. In closing, Jeff introduced the structural alignment of the COE, details and measurements for success, and why XGS decided to make the investments into the COE at this time in its services business.