1. Explain the circumstances that led Kearns to adopt the 'Leadership Through Quality' program. In the backdrop of his initiatives to retain Xerox's global competitiveness, comment on the rationale behind the decision to implement benchmarking practices at the company.
2. Define benchmarking and discuss the various types of benchmarking. Explain the steps involved in the implementation of a typical benchmarking process.
3. Describe Xerox's benchmarking model. How did Xerox go about implementing benchmarking practices in the company?
4. What benefits did Xerox derive from the implementation of benchmarking practices? Why do you think benchmarking initiatives sometimes fail to give companies the expected benefits? Explain how you would go about ensuring the success of the benchmarking initiatives undertaken by the company.