Organizational Behaviour Assignment

(Motivation at Xerox)

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Q1. How do you think Xerox was able to motivate its employees through the crisis
it faced in 2000?
ANS. 1
Xerox Corporation is an American Global multinational document management enterprise
that makes and offers a range of colour and black and white printers, copiers digital presses
and similar service. In 2000, Xerox had faced bankruptcy amidst a liquidity crisis, collapsed
profitability. During that time Anne Mulcahy held the position of CEO in Xerox Corporation.
She took it upon herself to motivate others and assembled her team, outlined her needs and
priorities, and filled her knowledge gaps in the face of critics who were doubting Xerox’s
ability to change.
The change in leadership was very effective as Mulcahy, being employed in Xerox for a long
time knew the company inside out. She knew that the company had powerful and potent
employees, who were not motivated which directly resulted in customer dissatisfaction.
Having identified the root cause of the problem, she successfully turned the situation around
having been able to create a stronger, more focused, and motivated workforce.
The company decided to build and maintain employee motivation first by starting from the
base, i.e. by motivating the management team. To effectively motivate employees, leaders
must themselves stay motivated at all times. Hence, Xerox made aware of the situation to
their employees and guaranteed them that necessary actions were being taken to solve
their problems. The company also motivated their employees by allowing them to voice
their concerns and offer necessary suggestions.
Moreover, the succession planning at Xerox was also strategic as Mulcahy passed the Torch
to Burns, another long-time Xerox employee who worked on the foundations built by
Mulcahy to ensure that differences in opinions are encouraged and people don’t feel
intimidated in such a huge company.
Conclusion: - To maintain an organization, it requires the same dedication similar to that of
maintaining a family. Setting proper guidelines, imparting constant communication and
motivation to the employees are some of the necessary requirements. We believe and feel
that these were the essential factors that allowed Xerox to bounce back from the crisis.

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 Q2. How does a CEO with such a large number of employees communicate
priorities to a worldwide workforce?
ANS-2
To communicate ideas directly to a large workforce could be a challenge sometimes. Hence
the CEO has to start by communicating ideas to the leadership team and follow a top down
approach to communicate ideas. At the same time, exchange of ideas is also critical and
necessary to give voice to employees in an organisation. Hence feedback to CEO’s ideas,
policy changes in the company etc. have to be collected from the employees and leadership.
Motivation is a facilitator when it comes to communicating ideas. Sometimes, differences in
opinion may arise because of some issues, no matter how big or small the business is. This
may discourage employees to share their ideas to the top management or leadership. Hence
CEO should inculcate a culture of sharing and listening to ideas. When an employee feels that
he is valued and his ideas hold some ground since its being encouraged by the CEO, he or she
will be automatically more motivated to listen to what the CEO says. The CEO could likewise
have banners made and place them on bulletin boards in the cafeteria or different spots
where the employees mingle. Successfully and effectively overseeing and managing
employees is an ability procured through preparation and practice. Through innovation and
technology, CEO can impart and communicate needs to each other and afterward pass those
priorities and needs to their employees.
And this needs to be a constant process throughout. In speeches, written emails and meetings
a CEO has to reiterate the vision and values of the company, the current position of the
company and what short term and long term goals are achievable. The CEO also needs to
reward the ideas that have created a difference in business so that it serves as a positive
reinforcement for everyone to provide fresh ideas and plan them by listening closely to align
the ideas to what the CEO has to say.

Q3. How might Ursula Burns motivate employees to take calculated risks?
ANS-3
Ursula Bruns could show the employees the importance of taking calculated risk and be bold
with the decision they make. She is a lifetime Xerox employee so she can use her experiences
as examples to motivate employees by reassuring them that they are safe as Xerox has
become like a family. Any errors or blunders made by the employees but with the right cause
will be properly assessed without negative consequences as this will highlight the importance
of taking risk and showing that not all risks are bad. She could also tell them to trust each
other and speak their mind freely because this will give the employees a sense of importance
and value. With this, the employees will not only feel secured and confident in taking
calculated risks but also motivated to learn and grow.

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 Q4. Both Anne Mulcahy and Ursula Burns were lifetime employees of Xerox. How
does an organization attract and keep individuals for such a long period of time?
Ans 4
One of the most important things a company can show their employees is value. In the case
of Xerox with Anne Mulcahy and Ursula Burns, both of them were lifetime employees. The
company showed them that they are important and that the company depends on their good
works which in return gives great motivation. An organization should want the employees to
feel important and be a part of the process necessary to maintain a successful and profitable
business. At Xerox, Anne Mulcahy and Ursula Burns learned to motivate the employees to
make the company successful. The needs of an individual must be satisfied for they need to
be healthy and secure, which is necessary before they consider rewards at the higher levels.
This would increase their productivity and satisfaction within the company.
Another important factor is motivation. Again, both Anne Mulcahy and Ursula Burns
understood the importance of keeping employees motivated towards their work, and they
applied it effectively during their tenure. When employees begin to feel the organization’s
success as their own, they also begin to feel secure and confident about their work which not
only enhances their productivity but also keep them working in the company for longer
durations. An organization should always maintain close and friendly relationships with their
employees providing them comfort and satisfaction like the way Burns did with her
employees and we can also see that Mulcahy’s guiding principle makes employees feel like
key stakeholders to the Xerox company enhancing their motivational levels.

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