個案總覽

The Logistics and Distribution unit of Xerox's Business Systems Group was gaining 3% to 5% a year in productivity - not good enough in light of industrywide price cuts in business machines. One solution, benchmarking, measures L&D's warehouse and distribution performance against comparable activities in other industries. After a search, L&D found the best warehousing and materials handling organization was at L.L. Bean. By looking closely at the operation of Bean and other noncompetitors, L&D has raised its productivity 10% each year and gained a better position against its real competition.

A cost center can take pride in the service it gives to the company, but it's difficult for managers to tell if the center is working at an efficient level. Xerox's answer is to use the yardstick applied in the profit center in the cost center. The Logistics and Distribution (L&D) cost center of the Business System Group has taken steps to emulate the behavior of the profit center.