Jul. 13, 2016

Andrew Horne

UAE, Dubai

Andrew Horne

General Manager, Xerox Emirates

TBY talks to Andrew Horne, General Manager of Xerox Emirates, on transforming the company's business model, launching innovative products, and sustainability initiatives.


Andrew Horne is the General Manager of Xerox Emirates, a JV between Xerox Corp and Mohamed Hareb Al Otaiba Group. Prior to joining Xerox Emirates, he was Vice President of Business Transformation for Xerox Developing Markets Operations (DMO). He has over 35 years of experience that includes the armed forces and 24 years at Xerox Corporation. He is an experienced senior executive who has spent the past 20 years living and working in several counties including Hungary, Russia, Egypt, India, and the UAE. He studied computing, accountancy, and management in London and held an HM Commission with the Royal Scots Dragoon Guards from 1978-1984.

Xerox wants to move away from just being a provider of document technologies to a services company. How has Xerox Emirates implemented this strategy into its business model?

It would be more accurate to say that Xerox is broadening its portfolio by building stronger solutions and services offerings as part of our core proposition to customers. In this respect, at Xerox Emirates we are developing our organizational structure to be able to “Sell, Deliver, and Manage" solutions and services. There have been many developments on the software platform that reside in multi-function devices and printers, which enables a wide range of benefits from diagnostics that provide advance warning of toner usage and wear on parts to our ConnectKey platform, which then enables us to automate work processes. An icon can be created that enables documents to be scanned and automatically forwarded to specific locations within a customer's organization. The implication for our organization is that we are moving more resources to focus on customer experience and the delivery of service levels. We are investing in the skills of pre-sales analysts and application developers to make our customers' work more efficient. The impact of these changes on our business model is that we see an increase in software and solutions revenue, and we expect this to accelerate over the medium term.

What innovative products have you launched?

Xerox innovation continues to be around solving real business problems and how customers can leverage our technology better. Customers are less concerned about speeds and feeds and more concerned about improving productivity and reducing cost. So by changing from the traditional break-fix model, which was reactive, we offer proactive support, where technology does the work, informing us ahead of time when a device needs attention—we call this “invisible service." There are also innovations around print management software that enable auditing and accounting by users, departments, or even complete organizations. These developments reduce waste as well as help to lower their carbon footprint. The biggest development is the introduction of ConnectKey® technology. Xerox printers do more than simply scan, fax, and copy. They are productivity powerhouses that help you get more done, faster. With Xerox® ConnectKey® Technology, the multifunction printer becomes the center of a complete productivity ecosystem right out of the box. Customers can print from just about anywhere with mobile print services and scan directly to cloud services. Customers use simple apps for complicated, often-performed tasks. This latest technology transforms the way people work.

Sustainability initiatives are on the rise in the UAE. How is Xerox meeting this demand?

Government policy is rapidly demanding suppliers to advance the pace of technology solutions, and in every initiative, such as smart cities and smart government, the authorities are demanding companies like Xerox raise the bar. At Xerox, sustainability is a way of doing business rather than a cost of doing business. We focused on environmental performance and sustainability—long before it was popular to do so—in order to positively affect our operations, offerings, customers, and communities. We were among the first technology companies to set a company-wide target for reducing greenhouse gas emissions. In 2012, at the conclusion of our 10-year energy challenge program, emissions were cut by 42% and energy consumption was reduced by 31%. Our new corporate-wide goal is to reduce energy consumption by 20% by 2020 from a 2012 baseline. Xerox in 2015 was ranked number four in Corporate Responsibility Magazine's “100 Best Corporate Citizens List." In this market there is a greater customer focus on both the environment and sustainability. Here in the UAE we help recycle consumed printer cartridges. We have a contracted an agency that collects empty cartridges from our customers' premises. With the growth in the awareness of this service, the amount of collection has grown and we collect between 500 and 600kg of cartridges as part of an initiative that we fund through our marketing department.