Rank Xerox (A) : Global Transfer of Best Practices

Global Transfer of Best Practices Carlos Camarero led Rank Xerox's Wave C initiative. Wave I (to improve revenues) was successful and Wave II (to redefine sales processes) was disappointing. Carlos prepared to discuss with Rank Xerox's Managing Director (Bernard Fournier) Wave I's success, Wave II's failure, and lessons learned about best-practice transfer.

The case demonstrates difficulties associated with best-practice transfer within a firm. It provides an example of what “knowledge” is (e.g., knowledge regarding best practices developed in different regions) and highlights problems with knowledge management (e.g., how can firms spread identified knowledge to fully take advantage of it).