`Eureka'! -- Xerox Picks Up Knowledge Management Award.

LONDON--(BUSINESS WIRE)--Dec. 1, 1999--

Third Award for Knowledge-sharing in Six Weeks

Xerox Europe (NYSE:XRX) has been awarded Best Knowledge Management Project in the Information Management `99 Awards. Xerox' Eureka initiative, which encourages and enables the company's customer service engineers to archive and share their collective knowledge, was chosen for its innovative application of knowledge management.

The Eureka initiative is based on the concept of sharing knowledge through the collaborative assembly of a searchable database of tips and best practice. Eureka enhances customer service by increasing Xerox service teams' ability to diagnose, solve and prevent equipment problems in the field all over the world. Eureka is a self-sustaining system requiring no outside reporters, editors or reviewers to gather tips and manage the database. The roll-out of Eureka has led to:

-- 5 per cent cost savings in parts and engineers' time;

-- 5 per cent reduction in the length of repair time when Eureka is used to diagnose a problem;

-- Environmental benefits such as reduction in customer visits and therefore vehicle emissions by service engineers and reduction in paper-based best-practice sharing.

As Eureka becomes well established within Xerox, its broader potential becomes increasingly apparent. New areas for application might include:

-- Supporting staff in customer support call centers to supply answers to `easy-fix' problems;

-- Providing partners and consultants with access to solutions;

-- Providing customers with access to solutions for self-diagnosis and easy fixes;

-- Predicting parts usage for inventory control;

-- Feeding back tips into the design and manufacturing of parts to continuously improve products.

"Eureka represents the new face of Xerox as a solutions provider, as the world's sixth largest IT company, and as the company at the forefront of helping companies leverage knowledge for competitive advantage. This award recognizes the hours of hard work, inventiveness and creativity that goes into developing and building such a solution," said Pierre Danon, president, Xerox Europe, Xerox Corporation's manufacturing and marketing organization in Europe.

The Information Management Awards, which are presented by Elan conferences, are the premier recognition of excellence and innovation in Europe's IT industry. The awards include fifteen separate categories for subjects ranging from Customer Relationship Management to Information Security. More information on the awards can be found at http://www.elanconf.co.uk.

The Information Management '99 Award comes only two weeks after Xerox was heralded a Most Admired Knowledge Enterprise by Teleos for the second consecutive year and a month after KMWorld magazine named Xerox `Knowledge Company of the Year.'

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