Xerox service managers realized that they could improve productivity if responsibility for decision making moved closer to the point of customer contact. As empowered work groups evolved , the company began to realize that the groups could not function effectively unless other aspects of the company changed as well. Employees complained that they were evaluated and rewarded as individuals despite being organized as team.Team members were not receiving the kind of information they needed to make decision.This led Xerox to consider the entire system in which team operated. And thus high performance system were born