Connecting People, Ideas and Products in the Document Imaging Industry since 1994
engage ‘n exchange August 2013 Volume 20 No. 8
Canon Gets Its GEO Now What? The Next Frontier The DM/ECM Industry Roundtable Business Profile
RPT Toner Dealer Spotlight
Office Concepts’ President Kurt Snouffer Talks Business Samsung Dealer Show Review The Times, They Are A-Changin' The Generation Gap New Product Profile
Archive Documents
Scan Documents
What Customers Expect from a Document Management Solution
Send Documents
Print Documents Retrieve Documents
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The TOTAL
Managed Print Software SOLUTION FMAudit is the most utilized MPS software in the world!
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COMPONENTS AVAILABLE FOR USE IN THESE ENGINES: CANON EP 105/MF 7280 IR 200/330/400 IR 550/600 IR 1018/1019/1020/1022/1023/1024/1025 IR 1210/1230/1270/1300/1310/1330/1370/1510/1530/1570/1630/1670 IR 1600/2000/2010 IR 2016/2018/2020/2022/2025/2030 IR 2200/2220/2800/3300/3320 IR 6000/6020/5000/5020/4600/NPG-16 IR 6055/6065/6075 IR 8085/8105 IR C3380/3580/3480/3080/2880/2550 KYOCERA FS-1000/TK17 H FS-1320/TK170/172 FS-1700/TK20 FS-3900/TK320/322 FS-3920/TK354 FS-4000/330/332 FS-9100/9500/TK70 H FS-C2626/TK590/592 FS-C5350 MITA DC-1560/1860/2360 TASKALFA 180/220 TASKALFA 250ci/300ci/TK865 TASKALFA 255/255B/305/FS6025/6030 TASKALFA 420i/520i KONICA MINOLTA BIZHUB 350 BIZHUB 152/162/180/181/210 BIZHUB 200/250 BIZHUB C253/323 BIZHUB C451 BIZHUB C550 BIZHUB 360/420 BIZHUB 600/750 BIZHUB PRO C5500 BIZHUB C250/250P/252 Di200/250/350 Di450/470/550 Di551/650/5510, 7210 Di750 Di1810/2010/2510/3010/3510 EP1030/1031 EP2010 EP2080 EP2120/2130/2150 EP4000/5000 EP470/4230/4232/4233/4250 OKIDATA CX2033 ES2424/2024 ES3640 ES8460 MC160 MFP MC351/352/361/362 MFP MC360 MC560 MC561 MFP MC562 MFP MC860 PANASONIC DP1510/1810/2010 DP1520/1820 DP2000/2500/3000 DP2310/2330/3010/3030 DP6530/7240/8130/8540/8570 FP7760/7781 FP7728/7735/7742/7750/7830/7835/7845/7850 PANAFAX UF 490/4000/UG 3221/3222 RICOH AFICIO 200/250 350/450 400/401/500 550/650 850/1050 1013/1013F (TYPE 1150) 1015/1018/1113 1022/2022/2032/3030 1035/1045/4510 1060/1075/2051/2060 1085/1105/2090/2105 (TYPE 8105) 1515 (TYPE 1170D) 2015/2018 (TYPE 1130D/1230D) 2035/2045 2232C/2238C 3800 AP600/610 MPC4501/5501 SP4310 SPC310/311
SHARP FO 55 ND FO 2081 MX 3500 MX M283/363 MX M200 D MX M260 SF 1014 SF 2025/2030/2530/2040/2540 SF 2050/2052/2060/3062/2260 SF 7300/7320/7350/7370 SAMSUNG CLX-3160/2160 CLX-3170/3175 CLX-3185 CLX-3305 CLX-4195 CLX-6200/6210/6240 CLX-6220/6250 CLX-6260 CLX-8380 CLX-8385 CLX-9250/9258/9350/9358 SCX-3200/3205 SCX-3405 SCX-4016/4116/4216F SCX-4100 SCX-4200 SCX-4300 SCX-4500/4501 SCX-4521/4321 SCX-4600 SCX-4720 SCX-4725 SCX-4728/4729 SCX-4824/4826/4828 SCX-4833/5639/5739 SCX-5112/5115/5312F SCX-5530/5330 SCX-5935/5835/5635 MFP SCX-6320/6220/6120/6520 SCX-6345 SCX-6555/6545 SCX-7128/7135/7145
TONER • CARRIERS • BULK • CHIPS • COMPATIBLES • MPS
REPLACEMENT TONER CARTRIDGES FOR USE IN
KYOCERA®
MITA TASKALFA 250/350ci (TK867 US)
TOSHIBA E-STUDIO 12/15/120/150 16/160/T1600 20/25/T2500 28/35/45/T3500 55/65/80 161 163/165/203/205 200L/202L/230/232/280/282 202/203/203D MFP 205/255/305/355/455 (T4530) 242/212/182/181 (T1810) 350/352/450/452 600/620/720/850 T120 T203L/233/283 T1340/1350/1370 T1550/1560 T1650/1710/2050/2500 T2060/2860/2870 T3560/4560 T5560/6560 XEROX 1012 5113/5114/5614 5318/5320 PHASER 4150 PHASER 7500 WC 3315/3325 WC 535/545 WC 4118 WC 4250/4260 WC 5020 WC 6015
AND MORE! *Partial list Consult with us for other models.
West Coast: (424) 675-3300 East Coast: (631) 590-1040 sales@uninetimaging.com
www.uninetimaging.com/enx © 2013 UniNet Imaging Inc. All trademark names and artworks are property of their respective owners. Brand names mentioned are intended to show compatibility only.
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The intelligent A3 replacements. Better customer fit. Better savings. OKI delivers an expanded line-up of MPS-Ready products, providing intelligent alternatives to A3 devices for optimal customer fit and maximum savings. New sales opportunities depend on your ability to provide a wide array of devices that meet the unique needs of the customer while delivering significant cost savings to their bottom line. Meet the newest A4 workgroup products to join OKI’s full line of MPS-Ready offerings that come standard with: • • • •
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More selection for more opportunities with OKI’s full line of MPS-Ready products. Visit bpx.okidata.com to learn more about becoming a partner.
Feel like a partner again with OKI © 2013 OKI Data Americas, Inc. OKI, Reg. T.M. Oki Electric Industry Co., Ltd., Reg. T.M. Oki Data Corporation.
e n x
IN THIS ISSUE
ENX Staff
IN THIS ISSUE
• Business Profile RPT Toner, LLC
Page 26
Contributors
• What Customers Expect from a Document Management Solution by Scott Cullen Page 20
Susan Neimes Publisher & Editor
• Canon Gets Its GEO - Now What? by Charles Brewer
Page 30
• The Next Frontier: The DM/ECM Industry Roundtable by Christina Kim
Page 34
Scott Cullen Contributing Editor
• Office Concepts’ President Kurt Snouffer Talks Business by Scott Cullen Page 44
Ronelle Ingram Contributing Editor
Julia Gonzales Graphic Designer
Christina Kim Associate Editor
• The Times, They Are A-Changin’ by Troy Harrison
Page 48
• Samsung Dealer Show Review by Andy Slawetsky
Page 52
• The Generation Gap by Ronelle Ingram
Page 56
• New Product Profile
Page 60 Troy Harrison
• WorkCentre 7425 Style - Fault Code List by Britt Horvat
Page 72
• Printer Tech Tip by Laser Pros
Page 77
• Tech Help by Smarka!
Page 78
• Display Advertisers Index
Page 66
• Calendar of Industry Events
Page 70
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Multifunctions, Fax & Printers
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HL-4150CDN 25ppm Dplx Clr Printer with Network..........................$358
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magiColor1600W/EN.....20ppmB&W/5ppmColor...............................Call magiColor4750EN/DN.....31ppmcolorlaserprinter.............................Call magiColor5670EN.....37ppmcolorlaserprinter....................................Call magiColor7450IIgrafx.....24.5ppmclrlaserprinter................................Call
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Parts Order Hotline: 562.977.4949 Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications. We Saw It In ENX Magazine Registered trademarks are properties of their respective owners.
NBS/ENX Magazine August 2013 l www.enxmag.com l 15 August 2013
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Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications. We Saw It In ENX Magazine Registered trademarks are properties of their respective owners.
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Price and availability subject to change without notice. Nuworld is not responsible for typographical errors or inaccurate specifications. We Saw It In ENX Magazine Registered trademarks are properties of their respective owners.
NBS/ENX Magazine August 2013 l www.enxmag.com l 17 August 2013
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By Scott Cullen
STATE OF INDUSTRY
What Customers Expect from a Document Management Solution here’s no shortage of document management solutions on the market. And there’s no shortage of organizations that can benefit from those solutions either. But what do customers expect from a document management solution and how is that changing? Observations from three dealers and five document management solutions providers offer answers.
T
Tony Stamps, director of business development with Protected Trust, formerly DocuLex, feels that customer expectations remain consistent with what expectations have been over the past few years. “They’re looking for more automation in terms of indexing and tagging their documents and a seamless solution that will help them reduce the amount of indexing they have to do today.” There’s also a continued interest for line-of-business integration as well as Tony Stamps concerns regarding how the document Protected Trust management solution can help them handle their workflow. “Of course most customers don’t understand what they don’t understand about workflow,” acknowledges Stamps. “They ask, ‘Do you have workflow?’ Of course the answer is, ‘Yes.’ Then the question becomes, ‘What kind of workflow are you looking for? Is it an automated rules-based workflow or is it a manual delivery system or workflow application?’. As customer expectations evolve, so do document management product offerings and Protected Trust will soon be releasing Version 5 later this year. “It will be browser agnostic and will have more of a 2007/2010 Windows look and feel,” says Stamps. Andrew Ritschel, president of Electronic Office Systems in Fairfield, NJ, has found that customer expectations are across the board. “I’ve had prospects/clients interested in acquiring a document/content management system that did not have a concrete understanding of what they should do or could do implementing it in their businesses. And I’ve had prospects and clients know exactly what they wanted to use it for and how to get it done. Most people are the former.” Delving deeper into customer expectations, Ritschel has found a common need and a common request of customers currently using a document management solution is script writing. 20
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Andrew Ritschel Electronic Office Systems
“Vendors such as Square 9 (SmartSearch) have created powerful, scalable software modules,” adds Ritschel. “With all of the variables contributing to what should be sold, I find that unless you are selling packages and working in this space every day, you are falling behind the technology curve. We have reached the point where we now do online demonstrations via our supplier who follows up with the online and phone call qualifying, followed by proposal generation. We then do the closing while our software manufacturer handles the delivery, installation, and training.” Scott Worroll, marketing manager with Square9 Softworks, is seeing more folks interested in going beyond the initial stage of scan, store, retrieve. “When the document management trend first started that’s what they were looking at,” he says. “Now more people are looking for ways to automate their workflows. Document workflow is a big piece of what we’re selling.” Besides workflow, Square9’s customers are also looking for line-of-business integration. “They’re looking for that direct integration between our SmartSearch product, for example, and other products like Salesforce and Quickbooks so they don’t have to be flipping back and forth between different programs and can access everything in one location,” notes Worroll.
Scott Worroll Square9
He’s also found that customers are more knowledgeable about document management. “People have been doing their homework before they contact us and using industry terminology,” reports Worroll. “I see them spending an enormous amount of time on our Website watching videos, downloading the data sheets, really reading through the content before reaching out to us. They’re more knowledgeable than they were two or three years ago.” Meanwhile, over at DocuWare recent customer surveys yield some interesting results. For instance, customers actively seeking a document management solution are looking for a solution to eliminate the time-consuming process of hunting for documents. Overall, however, expectations are simple. “Expectations were based on the premise that there must be a better way to improve their processes and handle their documents,” notes Thomas Schneck, president for DocuWare. “We also see a lot of motivation from the C-level people who want to relieve employees from this burden.”
We Saw It In ENX Magazine
continued on 22
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STATE OF INDUSTRY
What Customers Expect from a Document Management Solution and configurable. As others have noted, they also expect their document data to be integrated with their line-of-business applications. “The document management system needs to be built on an open architecture, straightforward to integrate, and needs a point and click interface for integration,” Catherine Ramos notes Ramos. “When I say integrate, I’m Laserfiche not only talking about a SDK that’s well documented, but more of this point-and- click interface where they can push and pull information between databases. Integration is things that can be deployed in hours or days, not weeks of custom coding and creating customer applications.” Laserfiche customers are also looking for pre-wrapped Web components that they can merge with their outward facing portals so that it looks similar to the rest of their site. Storage and retrieval remains a common need. “We’re always going to have that need for storage and retrieval, but Laserfiche customers are using document management to automate business processes like contract management, accounts payable, and HR on-boarding,” explains Ramos. Ramos sees the consumerism of IT as a driving force behind these trends and others. “It’s definitely driving the way IT is deploying their document management systems. People internally and externally have these expectations of how it interacts with technology. They’re coming to work with their tablets and smart phones and they use these apps every day and expect a seamless instant gratification and to receive information quickly.” For example, financial planners want 24-hour access to their records over the Web, and beyond that they want to access it on their mobile phone. “Being able to provide this content in a format that is consumable is a lot of what’s driving these expectations and changes,” notes Ramos. When it comes down to customer expectations, what Bruce Malyon, president of MaxxVault is seeing is that everybody wants instant gratification. “They want a tool that has instant information capture and access, they want a software solution that is plugged in at their desktop, mobile devices, e-mail application or line of business applications,” reports Malyon.
Because those applications are only part of a document management solution, Malyon says that ‘document management’ is a term that MaxxVault is using less and less. “It’s ‘information management’ or ‘enterprise information capture’ because that’s really what we’re doing.” A perfect example is a large MaxxVault Bruce Malyon client with more than 2,000 users. Here, MaxxVault it’s less about traditional routing workflows and more about interfacing with their large business applications and capturing information rather than scanning and storing documents. “That’s where we see the industry going,” states Malyon. “They want tight integration with the tools that they’re using on a daily basis and it has to be simple to use.” One of the things that MaxxVault has is the ability to take any MFP that scans to an IP address and have that go directly to the cloud or from a tablet to the cloud. “They want ease of use,” states Malyon. “It’s great that we have a full-featured Web client; but again, they’re not worried about that, they want to access their information through line-of-business applications or mobile devices.” Malyon acknowledges that every document management solution at its core has the fundamentals—scan, index, search, and security markups. “We want to be their enterprise capture system, their enterprise workflow system. That’s where everybody is headed. Everybody pitching scan, store, retrieve is dead; you might as well be pitching a $1,000 product because there’s tons of products out there that are $1,000 or $2,000 that do that.” While expectations and the perception of document management are changing among end users, it’s also changing on the reseller side, or at least it should, according to Malyon. He recommends that dealers embrace the concept of ‘information management’ when marketing these products. “Any dealer that embraces the fact that document management encompasses more than scanning is going to do a lot better than a traditional dealer who just focuses on ‘I need to scan and store it somewhere.’” u
“That’s where the market is headed. Any MFP company can scan to a network folder and any document management company can work with a copier or scanner and get it into the system.” 24
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BUSINESS PROFILE
RPT TONER
J
The Kings of Color
amie Luety is excited about the future. The charismatic Vice President of Sales and Marketing for RPT Toner in Bensenville, Illinois, just finished viewing a proof for their upcoming website launch in August 2013. “The look and feel of our branding came from a simple idea,” he says. “We want to be different.”
Different is something on which RPT Toner prides itself. From their strong “Made in America” stance to boutiquestyle customer service and support, RPT has provided high quality products across the United States for more than 7 years. “As a remanufacturer, we can do so much more than simply building cartridges and shipping boxes, “ Luety explains. “We create value through education and customer service.”
Becoming the Kings of Color
Jamie Luety Vice President Sales & Marketing
RPT Toner was founded in 2006 by industry newcomers Shantu Patel, Jay Shah, Raman Patel and Chandra Dave and has quickly become an industry leader in providing wholesalers and resellers with first-to-market solutions for color and niche laser cartridge imaging supplies. Working as a partner with some of the major players in the aftermarket supplies industry, they have remanufactured and sold hundreds of thousands of products.
“While we don’t publish a customer list, we are proud to build for some of the most influential companies in the aftermarket supplies industry,” Luety says. “These companies partner with RPT because we are honest, accountable and we build an excellent product.”
The company produces more than Jay Shah 25,000 remanufactured cartridges a month, Founder & CFO with a staggering 78% in color. Their product catalog features more than 450 cartridge SKUs, and has a wide assortment of quality brand products.
“Our research and development staff has been able to successfully reverse manufacture anything we throw their way with confidence. We have reached the point of becoming color specialists because high quality color cartridges are what customers want,” Luety states. In fact, the company’s logo is a 3point crown to represent their constant goal to be the ‘Kings of Color.’ Luety goes on to say, “It is a way to remind ourselves of whom we want to be as a company. Don’t get me wrong, we’re not there yet, but when over 75% of what we 26
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build each month is color and we’ve gotten to the point of building 25,000 units a month based on reputation alone, without spending a single dollar on advertising or a website, we’re clearly headed in the right direction. ”
Focusing on Process
After rapid business growth, the company recently relocated to a new 50,000 square-foot facility for their corporate headquarters and remanufacturing center. The purchase of the building is proof of RPT’s dedication to be a long-term player in the remanufacturing business. The new facility features training and education facilities, a research and development lab and expansive offices. It took several months to renovate the building to RPT’s strict production standards. Their remanufacturing facility is ISO 9001:2008 certified and STMC-compliant, showing their diligence to quality control and post testing of products. In fact, each and every cartridge is post tested using proprietary print tests to ensure each cartridge provides outstanding performance and quality to customers. Owner Shantu Patel is both an electronics and chemical engineer who also owns a circuit board manufacturing operation. “To me, process is the most important component in remanufacturing,” says Patel. “We’re proud of our certifications because it lets our resellers know that we have a process in place and every year we are audited to ensure we are adhering to the rules we set out for ourselves. Process is and always has been important.”
The company has a 10-step remanufacturing process that spans sorting through Shantu Patel raw materials to assembly of remanufacFounder & Owner tured cartridges by factory-trained technicians. All of RPT’s remanufacturing takes place in their Bensenville facility. In fact, their newly designed packaging boldly states “Made in America”. According to CFO Jay Shah, “I love that I can walk from my office to the production area in two minutes to inspect stock or components. Having our operation under one roof ensures command of the remanufacturing process which results in more consistent quality. That has created a great level comfort for our clients.” “It is more than just a box and price,” Luety emphasizes. “The last three words an end user will read before opening an RPT box is ‘Made in America.’ I think there are a lot of resellers who can sell that important message to end users. Especially
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GE Capital
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BUSINESS PROFILE
RPT TONER
those resellers trying to transition end users from OEM products to remanufactured products.”
Going the Extra Mile
RPT’s stylish new website and packaging branding displays the environmental advantages of using remanufactured products. Factoids such as “In North America, more than 40,000 tons of plastic and metal is saved from landfills annually as a result of cartridge recycling” cover the box package, along with quality messages.
“The RPT packaging is very contemporary and has many important messages printed on the box,” Luety says. “Those messages reflect RPT’s values such as quality, craftsmanship, eco-friendly and domestically produced. We think it speaks to what resellers and end users want to hear in plain language everyone can appreciate.”
The business is also a Minority Business Enterprise (MBE) which can be an advantage when procuring government contracts. The company offers bid assistance to select companies during the proposal period. “As an MBE, we are positioned to help resellers to win contracts that other remanufacturing firms do not qualify for,” Luety states.
But the crown jewel in RPT’s crown is their remarkable commitment to customer service. The company offers three tiers of customer support to fit the needs of clients and offers product support, dedicated troubleshooting and a nationwide field resolution team option to select clients. Offering what they label “boutique-style” customer service, they aim to make all customers feel like partnerships.
Luety explains that RPT is always willing to go the extra mile, sometimes quite literally, for customers. “I had a customer email over an order way past our UPS pick up time. We weren’t the primary vendor for the item but the situation was desperate and our customer needed help. I offered to pack the order and drive it over to the nearest UPS package collection point at 7:45 PM; it added about 45 minutes to my day,” he shares. “Like anyone else, I like to head home at the end of the day but that one small favor led to the customer calling back to ask about a different product line in which they were having issues. “We developed a solution and bam—a conversation ensued that resulted in additional business and a wellsatisfied customer, all because I did one small favor. Not bad for 45 minutes of work.” Luety looks forward to building one-on-one relationships with RPT’s growing customer base. “RPT can offer resellers consistency and control over the remanufacturing process,” he says. “Our real difference is in assisting resellers as a knowledgeable remanufacturer and marketer for all their needs.”
ENX readers are encouraged to give Jamie Luety a call at 630.694.0400, or email Jamie@rpttoner.com to discuss your individual needs. RPT is scheduled to launch their new website in mid-August. ENX readers can sign up for notification at www.rpttoner.com . Jamie looks forward to getting to know RPT’s future buying partners on a one-to-one basis. Their goal is to enable resellers, distributors, office equipment dealers and MPS dealers to become part of RPT Toner’s growing family of satisfied clients. u Contact RPT Toner, LLC 475 Supreme Drive, Bensenville, IL 60106 Tel: 888-778-8663 • Fax: 630-694-9060
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By Charles Brewer
NEWS BRIEFING
Canon Gets Its GEO—Now What? t the close of day on the last Friday of June, the U.S. International Trade Commission (ITC) announced it had issued a general exclusion order (GEO) that could profoundly impact the market for certain toner cartridges in the U.S. Just after issuing the GEO, the ITC released a twopage letter to U.S. Customs and Border Protection (CBP) informing the agency of the GEO and the next day, the CBP was expected to begin limiting the importation of products that infringe the two patents noted below.
A
The order will prohibit the importation of products that infringe two key Canon patents, U.S. patent numbers 5,903,803 (’803) and 6,128,454 (‘454). The patents cover the design of gears used on most of the OEM’s toner cartridges. Before being fully implemented, the GEO, which was issued on June 28, must first undergo a review by the president of the United State’s trade representative, but the order is expected to sail through the review process and go into effect within 60 days of the date of issue. The two patents at the center of the matter relate to gears that feature a “twisted prism” shaped protrusion, which couples with the drive engine inside the printer or MFP. The gear is mounted on the end of a shaft and rotates the OPC drum during the imaging process. Its unique design allows the cartridge to be easily inserted into or removed from a printer. It also helps synchronize the rotation of the drum with the drive motor and prevents the drum from slipping.
judge overseeing the case issued an initial determination indicating that a GEO should be issued and issued a 132-page finding asserting a widespread pattern of infringement. The judge felt the order was warranted to remedy the unfair competitive practices embraced by numerous third-party supplies vendors importing into the United States. Within weeks of the release of the judge’s finding, the commission agreed with the determination and in June issued the GEO. Because the ‘454 and ‘803 patents cover the design of gears used on a wide assortment of SKUs, the GEO has the potential to impact the availability of toner cartridges for the largest population of single- and multifunction printers in the U.S. Canon’s patented gears are used on virtually all the replacement toner cartridges the firm markets for its own branded equipment as well as for machines that Hewlett-Packard sells under the LaserJet brand, which represents nearly half of the installed base of printers and MFPs in the U.S. Canon supplies HP with the print engines for the LaserJet line along with the black and color cartridges the machines employ.
Non-Infringing Products
The industry has fully expected that the ITC would issue the GEO. To avoid any supply chain problems, third-party sup-
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The first claim I was aware of came last spring, when Static Control Components released a video featuring its founder and CEO, Ed Swartz, promoting the firm’s new, patented gears. Mr. Swartz said Static Control invested heavily to bring to market new gears that do not infringe any OEM patents. The Static Control gears are marketed as being “fully functional” and free of any risk of infringing Canon’s intellectual property. Mr. Swartz explained, “Our gear designs have no twists, and no slants, and this is critical to eliminating the potential to infringe Canon’s gear patents.” He said that Static Control began working on its gear over six years ago and invested thousands of engineering hours and millions of dollars. According to Mr. Swartz, the firm filed for its own patents in 2007 and received its first patent for the drive gear in October 2010 and a second patent was issued in December 2011. In June of last year, Union Technology International (MCO) Co. Ltd. (UTec), master distributor of Print-Rite products, sent out an email newsletter saying that it was using a “non-twisted” gear design on its OPC drums and in its toner cartridges for Canon and HP laser devices. The design was promoted as not encroaching on any of Canon’s IP. UTec said it had a full range of patented gears along with OPC drums fitted with these non-infringing gears. According to UTec,
The commission investigated some 34 firms that market third-party supplies for Canon or HP printers to determine if the respondents had infringed the ‘454 or ‘803 patents. Canon ultimately proved its case and within 10 months, all of the companies involved either settled or defaulted in the matter. By the end of 2012, the investigation concluded. On March 1, the ITC administrative law 30
plies vendors have been reportedly building large caches of products that might not be allowed into the country if a GEO was issued. Moreover, just after the ITC initiated its investigation, various third-party supplies vendors began asserting that they had products that did not infringe the ‘454 or ‘803 patents so they can continue to be imported. Some foreign companies have petitioned the ITC to allow their products to enter the U.S. because they are not supposed to infringe.
continued on 32 We Saw It In ENX Magazine
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NEWS BRIEFING
Canon Gets Its GEO—Now What? remanufactured cartridges featuring these gears would be available for immediate shipment. The firm indicated that its non-infringing solution was “produced with German technology” presumably from AEG. Print-Rite acquired a major controlling stake in the German drum manufacturer in 2009, which is why I suspect UTec’s non-infringing gears were developed for Print-Rite at AEG.
sion to ensure that their products were not affected by the GEO. Prior to Canon’s ITC investigation, Ninestar and Seine settled an infringement case with Canon related to the ‘454 and ‘805 patent. In view of the previous settlement, Ninestar told the commission, “Seine and its cartridge products should be carved out from any general exclusion order that might issue.”
Concerned that a broad GEO may bar non-infringing as well as infringing gears from entering the U.S. market, Fuji Electric formally filed comments with the ITC prior to the GEO claiming its gears have a unique design that do not violate Canon’s patents. After the GEO was announced, Fuji Electric’s rival, Mitsubishi Kagaku Imaging Corporation, which also does business as Future Graphics, issued an email to its customers saying on July 3 that it has a patent pending design that does not infringe Canon’s two patents. The firm claims, “Our patent pending TRUE HEX gear design is not subject to the Canon patents under the issued GEO, as our TRUE HEX gear design is not twisted. Nor was the TRUE HEX gear design accused of infringement in the U.S. ITC action.”
Ninestar and Seine opined that the ITC had limited GEOs with exemptions in the past by listing that the GEO does not apply to products imported and manufactured abroad by various entities, and the pair contended that their products should be exempted in this way. The companies pointed out that Canon would have rights and remedies under its settlement if Canon believed the Ninestar entities violate the earlier agreement. Ninestar argued that treating its products the same as those from any source “undermine[s] the value of the settlement between Canon and Seine.”
The Chinese third-party supplies vendor Ninestar and its affiliates in the Seine group of companies shared Fuji Electric’s concerns about a broad GEO. The companies petitioned the commis-
It is not clear if the ITC responded to Ninestar and Seine but in the days just after the GEO was issued, Ninestar issued a statement to its U.S. customers saying that products featuring its nontwist gear will not be affected by the GEO. One of Ninestar’s fiercest competitors released a similar statement via email before the GEO was issued. The email, from Arnald Ho, managing director of UTec and founder and chairman of Print-Rite, said that the firm’s U.S. lawyer, who is “a specialist in ITC and Customs cases” has “confirmed” that the company’s products will not be affected by Canon’s GEO. UTec vowed that because its products do not infringe, they will be readily available to customers even regardless of the GEO. A confident Mr. Ho said, “We will continue to import
our products to the U.S. market and you can rest assured of the continuous supply of quality and safe products from UTec.”
The Dust Must Settle
While the GEO should be in place by the end of the summer, I think its effects will not be fully felt until the end of the year. As I noted, many companies have stuffed their warehouses to avoid any shortages. And it is doubtful the U.S. Customs will be up to speed on what it needs to look out for until we are well into the second half of the year. As far as all the non-infringing products are concerned, there are many questions that are yet to be answered. Will the ITC side with the various offshore firms and grant exemptions to the GEO? Canon has said nothing publically so far about the claims of the various third-party firms. Is the OEM examining all the various “no-twist” designs and could more lawsuits be forthcoming? And, do these non-infringing designs actually work? I understand that Canon uses as many as twenty different gears covered by the ‘454 or ‘803 patents. Some of these gears are designed for cartridges with light toner loads, while other are more heavy-duty for use in cartridges that deliver thousands of pages. Do the various third party vendors have all the gears required for the various applications? I expect that we will be hearing a lot about the GEO on Canon’s gears throughout the rest of the year. Any company that sells non-OEM cartridges for Canon and HP machines has to be extremely wary of various competing claims. Know your suppliers, understand the issues, and stay abreast of the latest news. u
Charles Brewer is the President and founder of Actionable Intelligence. For mor info, visit www.Action-Intell.com. 32
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The Next Frontier: The DM / ECM Industry Roundtable The office technology industry doesn’t look like it did 10 years ago. It used to be the letters to know were MFP and CPC. Then along came SaaS and MPS, and the industry shifted into a new dynamic, where the goal was no longer to sell boxes or pages, but to become a true business partner. Now there are two new terms to learn: Document Management (DM) and Enterprise Content Management (ECM). DM/ECM could be the next level in providing added value and guidance to your customers. It may not be for everyone, but it’s definitely something to start thinking about. We’d like to thank the following participants in this month’s roundtable discussion for sharing their opinions and insights about their industry. •
David Bailey, Vice President, Protected Trust
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Bruce Malyon, President, MaxxVault
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BJ Santiago, President/CEO, Intellinetics
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Thomas Schneck, President, Docuware
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Amanda Sundara, Chief Operating Officer, Office Gemini
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Chris Wacker, Executive Vice President, Laserfiche
1. What trends are impacting your industry the most? Schneck: We are seeing the following trends impacting our industry: (1) the consumerization of IT where users get more and more familiar with ECM functionality with applications such as Dropbox or Google Docs, (2) the need and desire to have any kind of document available through a mobile device, (3) government initiatives around the world to digitize documents such as eInvoicing or electronic patient files, and cloud-based computing as the delivery format of the future for IT applications.
Thomas Schneck Docuware
Malyon: Mobile and Cloud technologies are having the biggest impacts on our industry today. It is no longer good enough to have a solid Windows application with some limited web browser capabilities. Clients want scalable platforms that are designed to be simple to use on their mobile devices. Clients are looking for both hosted Cloud and Private Cloud options. Mobile and the Cloud are forcing software companies to have agile and flexible development platforms. Sundara: The cloud application and the secure, centralized data-center boom has had a huge impact on our industry. This new acceptance and push by smart phone devices and larger corporations to back-up everything to the cloud has taken the 34
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fear out of the “my stuff is on the internet” thought and turned into the direction we are all moving, not by choice, but by social and professional trend. Instead of us trying to creatively convince businesses that it is safe and ok to go paperless and store their electronic files in a centralized location, they are coming to us and saying “I want this. I need this. I have to have it! Help me get my files in the cloud.” Santiago: We see the following top trends in the industry: 1) increased Cloud based adoption, 2) exponential increase in unstructured data, and 3) transition to both horizontal and vertical industry solutions that are more focused on Business Process Management (BPM) and Business Process Optimization (BPO). Ultimately the new trend is that the endusers are really focused on the economic and operational impact by using an ECM solution/platform and not around features and functions of the technology. Wacker: The trend most impacting the industry is the desire to have relevant information instantly available from anywhere at any time. Bailey: I believe that education is still key to the DM/ECM industry. There is no formal university MIS style training for managing unstructured documents, so even IT managers scratch their heads over what they should do to manage this type of document. Competition is driving prices down on document management solutions, leaving very little profit to pay for the time it takes to properly consult and educate the customer. David Bailey Solutions are becoming more complicated Protected Trust with the demands to manage eForms, and eDiscovery and to fully automate document indexing and workflow. Today’s complex solutions are contrary to the customer’s belief that these products should be inexpensive and plug-and-play as if they were commodity products, such as word processing or spreadsheet software. Customers will need to warm up to the idea of paying separate fees for expert consultation, education and implementation. 2. Where do you see the greatest potential for growth? Santiago: Definitely cloud-based ECM delivery, but more specifically for the small-to-medium (SMB) business segment, an integrated pre-packaged set of industry solutions focused on the SMB market and increased use through mobile devices and remote access to information real-time.
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The DM / ECM Industry Roundtable Bailey: DM/ECM solutions should be mobile ready. As tablets begin to replace the need for laptops and desktops, the demands for browser access to their decision-making information will drive a more widespread use. Malyon: I think the largest area for growth is what I like to call Social Collaboration. With Facebook, LinkedIn and Twitter part of everyone’s life, business information has to flow as easily through the organization as it does in the social media world. People no longer just want to access the information — they want to blog about it or instant message someone a question on the document they are looking at. Companies that are designing Mobile and Cloud interfaces that leverage some of the best features present in other Social Media Platforms will grow the fastest over the next 12-18 months. Schneck: We see the greatest potential for growth by making ECM solutions much easier to use and to deploy. We need to capture the imagination of potential users as to what ECM can do for them with language which is understood by the mainstream market. Wacker: The challenge to make business-generated information widely available has been overcome. We see the culture or institutional knowledge of an organization as representing its greatest asset –especially in the high-tech world where things change so rapidly. The more widely it can be disseminated among employees, partners and customers, Chris Wacker Laserfiche the greater the return. This we see as the greatest area for growth, a sort-of FAQ system on steroids. Sundara: For vertical markets, I see the Government and Education sectors taking off, not only in the United States but globally, even in smaller, less talked-about countries and countries that would normally be considered to be behind the times. 3. What do you think the industry will look like in 3 to 5 years? Sundara: We already have some dominant market leaders within the Document Management industry, but I expect to see a small handful rise up and become more of a monopoly type within the next 5 years, like what you see with Microsoft vs. Apple. Very soon, document management will no longer be a want or a desire or something that would help out, it will become a strong necessity that companies cannot do without. Schneck: In 3-5 years the market will consolidate globally around 2-3 dominant vendors in the SMB space as well as in the Enterprise space 36
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Bailey: I predict we’ll see further movement away from paper based capture to the acquisition and management of eforms, email and other digital based documents. Malyon: I can tell you honestly, if you asked me that question 5 years ago I would not have predicted the growth in the mobile space and how much it has impacted our industry. I think if you don’t have a strong mobile and cloud platform strategy now, in the next 3-5 years you will probably not be a software vendor in the ECM space. Today, we are starting to see more and more companies transition off their first Document Management platform they purchased 5-10 years ago. One of the key factors for doing this is the Mobile and Tablet revolution. I think 90% of information collaboration will all be done via your smart phone or tablet. Santiago: Mobility-enabled ECM will be an integrated part of all leading ERP applications and embedded as an integrated component of all managed services providers. Wacker: Both leaders and laggards will have advanced. Leaders will have all information objects compressed and instantly available from any device, while the laggards will finally have all of their paper records scanned to images, retrievable from their smartphones. 4. What’s your most compelling value proposition to the channel partners, and what are some challenges you face working with channel partners? Malyon: I think MaxxVault as a Platform offers our partners one of the most scalable, flexible and easy to use ECM packages in the market today. We are always planning ahead on the next set of features and that will help our partners win more business. I think one of the biggest challenges is with some of the small to medium size dealers who Bruce Malyon don’t have enough technical resources inMaxxVault house to become completely self-sufficient on installing and supporting a true Enterprise Content Management solution. This issue has been in our marketplace for the last 15 years and at MaxxVault LLC we have recognized that and have built our partner programs around that issue. We understand that not every partner is going to be able to become a DM or ECM expert when it comes to installs. For our Silver and Gold partners MaxxVault undertakes all of the installation and ongoing support services. We make it easy for new partners to be successful selling MaxxVault because they are focusing on selling and not having to worry about the services. Channel partners that do have the technical expertise and
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The DM / ECM Industry Roundtable want to do their own installs will join our Platinum partner program. Sundara: Office Gemini is an International company with a large reach, but a more personal small business mentality on the customer service end. When partners call for pre-sales or post-sales assistance and technical support, they are not routed through a phone system maze or routed to an offshore operator. They get a live person to speak to who is in the United States and speaks their local language. Our sales and technical staff understand that their purpose is to assist our channel partners in marketing and selling our products and building a strong brand for Office Gemini within their local markets. We offer large margins on our products and offer free marketing assistance as well Amanda Sundara Office Gemini as funds for advertising and events. Well trained and well supported partners are productive partners. Unfortunately a lot of channel partners have had negative experiences or shortcomings in the past that affect their desire and drive to work with software manufacturers. We have found ourselves having to earn the trust of partners back, even though we are not the ones who lost their trust to begin with. Office Gemini is committed to the channel and we are supportive of the channel. As our channel grows, we grow, and we fully understand that. The key is to treat our channel partners as if they are an internal sales representative or support technician working for Office Gemini. The channel is our sales force and our support team; therefore, we need to train them and support them and treat them the same way we would treat our Employee of the Month. Schneck: Besides a very function-rich product, DocuWare has developed a proven go-to-market strategy for the office automation channel. This strategy includes training, sales and marketing tools, and an unparalleled sales team which provides hands-on support for our reseller partners from lead generation to implementation. The greatest challenge is that a channel partner does not see the potential of the ECM market and therefore does not assign enough personnel or marketing resources. Wacker: Laserfiche VARs build valuable businesses selling Laserfiche. It is a leading-edge product that organizations like to buy, use and expand. It provides revenue opportunities from product margin, installation, configuration, LSAP, additional hardware sales, integration with other applications, training, customization, etc. One challenge is in assisting channel partners in accomplishing their initial sales. After they â&#x20AC;&#x153;get itâ&#x20AC;? and taste success, they are off to the races. 38
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Bailey: We pride ourselves in our direct support, flexibility and expert knowledge of most any industry. However, the document management industry, from a product billing standpoint, is becoming annuity based. Customers are requiring their solution to be hosted in a safe harbor cloud environment and they are conditioned, by other business solutions, to paying a subscription rate. This is a difficult pill for the channel to swallow since they are historically accustomed to receiving full payment for the product up-front in which total income comes sooner and commissions are greater over a short period. Santiago: We provide 1) Increased strategic value to their customer base, 2) Increased competitive advantage in managed services models, and 3) Increased revenue/profit for longer cycle times / customer. The challenge for channel partners is changing from device- and transaction-centric cultures to strategic solutions / services providers. 5. What are the top 3 ways your software provides value to your customers? Bailey: Archive Studio provides value to an organization with its ability to organize unstructured documents. Unstructured documents have legal retention requirements that are automatically managed. Unstructured documents have enormous amounts of valuable information to assist an organization to achieve its best decision for current events. For example, unstructured documents such as email are the primary type of document most accessed in an eDiscovery event for a litigation case. Wacker: 1) Easy to use: Based on Microsoft technology, Laserfiche is familiar, robust, and full-featured. 2) Easy to buy: Laserfiche is a PC application and priced accordingly. All functional modules come with each user license. 3) Easy to install: Laserfiche can be deployed in a half-day and it is openarchitectured and uses non-proprietary formats, so it can be easily integrated with SharePoint and the majority of available applications. Malyon: The top three ways MaxxVault provides value are in the following areas: Increased efficiencies in document processing, flexible enterprise information capture and secure line of business integration. All document management products can simply store your documents. It takes a long time to get your return on investment just based on storing and retrieval. At MaxxVault we understand that so we focus on improving a companyâ&#x20AC;&#x2122;s day to day processes and try to make it easier to store information and access it from the business applications users use every day. Sundara: 1) Efficient and secure access to files anytime from anywhere, 2) Money savings on file storage, paper costs,
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The DM / ECM Industry Roundtable ink/toner costs, and value in savings on time lost from looking for and retrieving files, and 3) Never lose your files. With a paper copy, there is only one; with electronic files you can have back-ups and redundancies scattered worldwide if you want. Schneck: The main benefit of our software is that it allows users to focus on their core tasks and they are not burdened by paperwork. When applied across a whole company, this leads ultimately to higher revenues and higher profitability. Santiago: For all document-centric business processes, we can reduce costs, increase services, and strengthen competitive position and business performance. 6. Lastly, how would you sell DM/ECM to someone who’s never heard of this before? Wacker: Good question. Someone who has not heard of Document Management or Enterprise Content Management is probably still using file cabinets to manage his documents. To him I would explain that he can get rid of all of his paper-filled file cabinets and have instant, simultaneous access to all of his documents from anywhere at any time. Beside these benefits, he would never again experience a lost or misplaced document. His document images can be integrated with his electronic documents such as MS Word, Excel, or third-party business applications into one system to truly streamline his operation. Sundara: A DM/ECM solution is like having the best of both worlds. You take your paper files and convert them by scanning them into electronic image form (TIFF/PDF/JPG) and then you can manage them in an electronic file cabinet that utilizes the ever growing technological advancements in today’s world. You get what you were able to do with a piece of paper: writing on documents, sticky notes, rubber stamps, routing documents from one person to another for approvals, secure access like a lock and key, but all done electronically. In addition, you gain things you could not do with a piece of paper: lock files away from only certain people without having to distribute physical keys or manage a file room, share documents worldwide with instant access at the click of a button, maintain a comprehensive audit log of how and when files are accessed and by whom, duplicate and back-up files electronically for safekeeping in case of a fire or natural disaster, easily find hundreds of files at one time that have similarities or common relationships, multiple people can access the same file at one time, and most importantly, no pieces of paper floating around for unintended eyes to see or to be accidentally misplaced. Bailey: An organization can consolidate all business pertinent 40
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information into a single browser-based solution commonly referred to as a document management system. Documents may be accessed via intranet, extranet, or the Internet. This type of solution can exist on-premise or through a cloud based subscription model. Electronic files, email or digitally scanned paper files may be easily located by searching document-specific descriptions or a combination of key words contained in documents. Decisions are made sooner when document information is readily available. In addition, you have “information assurance” that everything is discovered about a subject matter. Santiago: We ensure the end-user understands the true definition of ECM and its business value for improving efficiencies. ECM stands for Enterprise Content Management, but the true definition of enterprise content management is two things: 1) A “Strategy” to manage your unstructured data and 2) A “tool-set” to manage the life-cycle of unstructured data. Unstructured data includes things like hard-copy scanned documents, Word documents, Excel BJ Santiago spreadsheets, PowerPoint presentations, Intellinetics JPEGs/Images/Pictures, Faxes, Audio/Video Files, and emails and attachments. In the end we clearly ensure that the end-users know that their business critical documents or records will be “process-ready” for real use-case processes in the work-force (i.e. HR, AP, Legal, Education K-12, and etc.), and Return-on-Investment (ROI) is targeted on driving their business performance and how they are measured. Malyon: The best ECM application is the one you don’t even know you’re using. That statement is part of our design philosophy at MaxxVault. We are always trying to find easier ways for our clients to access and store information they need without having to log into a desktop or browser client. In its simplest form ECM or Document Management is having access to the information you need to make your business decision readily available 24x7 at your fingertips. On the go or at your desk you need access to that information repository vault. Schneck: Basically, imagine a world where all documents are stored in one document pool – regardless of their origin – and can be accessed from any device! u
What do you think about DM/ECM and its possibilities for your business? Send in your thoughts to ENX Magazine— enx@pacbell.net.
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DEALER SPOTLIGHT
Office Concepts’ President Kurt Snouffer Talks Business urt Snouffer, president of Office Concepts in Fort Wayne, IN has spent 37+ years building his office technology dealership into one of the most successful in the Midwest. He may not have the biggest dealership there, but he’s holding his own, and at the same time, growing in a difficult economic climate and in an industry that’s undergoing some rapid changes. We ran into Snouffer back in May at the Lexmark dealer meeting in Lexington where he shared his success stories with the dealer audience during the General Session. A week and a half later I caught up with Snouffer to delve more deeply into what makes him and his dealership tick.
K
How’s business? Snouffer: I’m happy to report our business is very good, we’re up 18 percent in 2012 on the top line and up a good amount—undisclosed—on the bottom line as well. What portions of your business are growing fastest and why? Snouffer: MPS is growing the fastest for us. We’re ahead of 2012, and our threeyear projection is for year-over-year growth of 12.5 percent. You’ve taken a vertical approach to your market. Did you do that consciously or did that strategy just evolve over time? Snouffer: This was by design about 12 years ago. I wanted healthcare to be our number one vertical. Being a Baby Boomer and somewhat of a novice futurist, I study trends a lot and I knew healthcare was going to expand because of the demographics in the United States. We can see it in our own marketplace. Healthcare consumes printed pages and has needs for automated electronic applications and we wanted to get a good share of that. Financial and legal are the 44
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number two and three markets for us followed by general business with anywhere from 5 to 1,500 employees, and lastly, not-for-profits. Who are your primary competitors? Snouffer: Our number one competitor is ourselves because we put our own limitations on ourselves even though we’re growing rapidly. I think that’s true in any organization. When it gets down to actual competitors our biggest is RBS (Ricoh Business Systems). I’m a Ricoh dealer through the Lanier brand name and having my primary brand manufacturer as my greatest competitor is a little disappointing. They’re followed by Canon/Océ and Konica Minolta. Konica Minolta is independent representation and Ricoh and Canon are direct operations. Why do customers like doing business with Office Concepts? Snouffer: Our unparalleled excellence and customer service. That’s a broad statement, but we define it a little deeper in our mission statement. All of my people understand the mission statement and can literally illustrate it in front of a customer on a piece of paper and explain what it means. Every day, week, month, and year, we look at ways that we can increase our levels of customer service. How can we be a better asset to our customers? We strive for a 40 percent value gap between us and our next closest competitor. We constantly have discussions about that and what areas we can improve on so we can take our customers from beyond satisfied to delighted. We work hard at delighting our customers. That’s why people enjoy doing business with us— we’re better, we’re faster, and we’re easier to do business with.
Your dealership sells Lanier and Lexmark, why are those vendors a good fit for Office Concepts? Snouffer: Lanier and Lexmark are a good fit because both provide significant support. We don’t need much technical support, but in the sales training area they’ve helped us. They have stellar products and they have a services model and a solutions model that fit our mission statement. What are some of the biggest changes that have taken place in your dealership during the past five years? Snouffer: Moving from a hardware model to a services model. Software as a service we all know has taken place in the marketplace and continues to take place, and is now evolving into hardware as a service. Going forward we must continue to change and migrate to what I think is coming, and that is eventually all of this is going to be on a subscription basis. We’ve seen that happen with costper-copy and cost-per-page programs and there’s going to be less emphasis on hardware and more on solutions. Do you welcome these changes? Snouffer: We thrive on change and find it exciting, but not without some pain. How did you first get into managed print services? Snouffer: We started planning our MPS business over seven years ago. We did a lot of studying, made investments up front in the infrastructure, and structured a plan that paid most of the benefits and profits to my MPS champions and to my direct sales force who were the MFP people. We educated all our MFP reps so they understood MPS and allowed them to have direct involvement with accounts with 25 printers or less. We then used continued on 46
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Office Concepts’ President Kurt Snouffer Talks Business specialists or champions for 25 printers or more. We trained our technicians on what MPS is and how it works, but we didn’t give them the sales training. Instead, we gave them all the conceptual training, so our technicians are adept at speaking about MPS with our customers and any prospective customers they might run into as well. What is the one thing about selling MPS you wish you knew back when you started? Snouffer: Locally connected devices— there’s a lot more out there than you would think. And that the technology to capture the information in an automated fashion is still not reliable and that you absolutely have to visit the customer and discover where the pages are being printed on a regular basis. If we’d known that up front, there would have been some prints that didn’t fall through the cracks that we could have billed for. But we capture that now. It took us a bit of learning in order to get a system in place that would protect us against that unforeseen threat. Are you already or are you thinking about getting into managed services/managed network services? Snouffer: We’re planning for managed networked services now and have been for some time. We’ve put our toe into the water with a couple of pilot projects with some customers where we’ve had some deep relationships. My marketplace isn’t like the East Coast or the West Coast. Rather than being early adopters, my marketplace tends to be Main Street America and after others jump on board then my marketplace jumps on board.
for MNS has yet to be determined. We’re supporting it 100 percent ourselves now, but when we roll this out to our customer base full force there’s a decision that has to be made on the infrastructure. There are some good programs out there we’re evaluating and we’re trying to decide if we want to piggyback with somebody or if we want to make those investments in our own infrastructure. We’re going to go there, we just haven’t determined exactly how yet. What is the biggest challenge facing your dealership in 2013? Snouffer: It’s become harder and harder to find high-quality people on the sales side. On the technical side we seem to be able to find people. There’s a lot of trading of sales personnel in our industry and we tend to avoid that. I can only think of one time where it worked the few times we’ve done that. The rest of the time you’re just getting somebody else’s problems. There seems to be a generation gap as well when it comes to this industry. Snouffer: Young people don’t seem to be attracted to this industry. They tend to look at the industry as a copier industry. We’re trying to move away from that and in a service sense we are. As we continue to evolve with more services, maybe we’ll be able to attract more young people. When you look at increased level of compensation, unless somebody has an advanced degree, this industry is going to pay them as well as or better than
I like to jump on these things early, but have learned that jumping in too early can cost a lot of money and you can sometimes get ahead of your marketplace. Which model we’re going to use
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other industries, and I know in my own dealership, better. I’m thinking that I need to look at somebody with an engineering or sales engineering background because it’s no longer going out and selling hardware, it’s going out and flowcharting a customer’s workflow and developing a customized solution. What do you do to relax when you’re not working? Snouffer: I’m fortunate to have some good people on staff. It took 37 years to develop them. It allows me to get away to my Florida home that I enjoy a lot. I spend time with the family. I go to the beach, play golf, and look for other ways to decompress, sometimes fishing or boating. In the summer I spend a lot of time at a lake home that is only 45 minutes from my office. I can get away from the hustle and bustle, but even when I’m on vacation I get up each day and spend the first couple of hours connected with my office, checking to make sure everything is running the way it should. What gets you out of bed in the morning and jazzed about coming to work? Snouffer: I’ve always loved technology and the speed at which technology moves and changes, call it Moore’s law if you will. That drives me, and solutions. I’m constantly looking for ways to improve productivity in my business and my customer’s businesses. I get energized by that. u by Scott Cullen
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By Troy Harrison
SALES MANAGEMENT
THE TIMES, THEY ARE A-CHANGIN’ ecently, I was in Orlando speaking at a trade show. At the conclusion of my program on Prospecting, I opened the floor for questions and discussion. A man in the middle of the room raised his hand and said, “I think you missed a very important part of prospecting. You didn’t speak at all about making friends with the executive secretaries so that they will allow you to talk to their bosses. Why didn’t you cover that?” I answered, “Because, honestly, I believe that it’s an obsolete skill set. Few business owners, Presidents, and even fewer middle managers have dedicated assistants now.”
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He looked at me for a moment, then smiled and said, “I just asked you a 1983 question, and you gave me a 2013 answer, didn’t you?” I laughed and replied that, yes, this was true. This question – and a few others that I received – started me thinking about how much the science and mechanics of selling have changed over the past 10-15 years. Even more, it started me thinking about how little much of the sales training and sales knowledge has changed to adapt with it. If you don’t adapt, you’re going to be left behind. So let’s discuss some of these changes:
Corporate Right-Sizing: What many companies learned as things got lean in the 90s, and into the 2000s, was that they had more people than they had actual work to do. This resulted in what many called “Right-Sizing,” and what others called “Downsizing.” I call it “reality.” Executive assistants were terminated in droves. Middle managers whose duties were often redundant, duplicative, or unnecessary were encouraged to find employment elsewhere. For many salespeople, these middle managers were our contacts, and these executive assistants our pathways to decision makers (hence the question that led off this article). If those people aren’t there anymore, what do you do? Some salespeople have found new ways to get to deci48
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sion makers; others have simply failed as their skills have become obsolete. There’s a second impact to this, as well. In the 80s, Miller and Heiman became big forces in the sales training world with a system built around the “complex sale” that happened when you had large numbers of middle managers and committees involved in major purchases. For most companies, those committees and middle managers have been cut drastically – and what’s left is a streamlined purchasing process that is very time-sensitive, and requires salespeople to give and get high value from the time we’re allotted. The complex sale has been simplified and intensified – can you handle it?
Customers Don’t Need Us. This is something I’ve been talking about for a few years. Virtually everything you sell can be purchased over the Internet, without the intervention of a salesperson (and if your industry isn’t there yet, give it time). That means that you now have to earn your place in the sales process, rather than have it gifted to you. Again, this means that you have a duty to give and get high value during your interactions with customers. The day of the “donut call” is over. Good salespeople now must have an agenda, and a win for the customer, in every sales call – or they will lose opportunities to make sales calls. Much of the time, it’s more convenient for a customer to tap a few keys and get what they need, so if your sales call doesn’t make them better, you won’t be invited in. So, how do you get in? Be prepared to dig. Forget about asking about your customer’s family, hobbies, etc. That’s 1975 selling. Instead, ask good questions that help bring forward ideas, clarify customer needs, and help the customer improve their condition – regardless of whether you sell anything on that sales call.
“Pain” is past. For years, salespeople have spent their time “finding the pain;” i.e. finding a problem that the customer has that they can solve. There are multiple problems with this. First of all, it’s too limiting; there are a variety of ways we can help our customers other than problem solving. Instead, focus on improving their condition – if they have a problem, help them fix it; if they’re doing well, make them better. Secondly, if you’re only focused on pain, you may be ending up with a lesser client base than you’d like to have. Consider two companies. Company A has pain. Lots of it. If you try to find problems you can solve, you’re going to find plenty here. You’ll also find issues with profits, cash flow, and budgets – all of which can prevent a purchase. Company B has very little pain. It’s well run, successful, and organized. It also has good profits and cash flow. If you’re only focused on finding “pain” and “solving problems,” you’ll end up focusing on Company A – which may or may not have the money to buy from you. On the other hand, Company B is by far the more desirable customer. You’ll only get an opportunity from Company B, however, by focusing on improving their condition – which may mean helping them do something better that they’re doing well already. Selling in the current market means taking a much more comprehensive approach than in the past.
Straight Commission is Dying. One of the most controversial claims that I make is this one. In Orlando, a business owner took me on, telling me that he has a very stable and successful sales force that does great without salaries. His people, he says, are motivated by the lure of uncapped earnings, and moreover, he feels that the best salespeople are motivated this way. During the session, we agreed that he was probably the exception to the rule. He told me that continued on 50
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his sales force was mature and long-tenured, and I advised him that heâ&#x20AC;&#x2122;s likely to see a generational shift when he gets ready to hire again (Iâ&#x20AC;&#x2122;m seeing this with every company I consult with that does straight commission). Post-session, he approached me and admitted privately that he has, in fact, had to pay a salary to his three most recent hires. So, why the battle in session? My guess is that heâ&#x20AC;&#x2122;s still stuck on the idea that straight commission = guts = best sellers.
canâ&#x20AC;&#x2122;t simply toss out your shingle and expect to hire winners and pay them nothing. Nowadays, the truth is that there are fewer quality salespeople than there are jobs for them; this means that itâ&#x20AC;&#x2122;s a competitive market. Salespeople who have options (i.e. are proven performers) are going to be fought for, and one of your main weapons is an attractive salary plus commission package. This is simple psychology â&#x20AC;&#x201C; one of our basic human needs is the need for security. You might like it or you might not like it, but itâ&#x20AC;&#x2122;s the reality.
Hereâ&#x20AC;&#x2122;s a truth. The sales hiring market has changed. You
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Change can be difficult to deal with. And sometimes changing means swallowing some pride. But itâ&#x20AC;&#x2122;s essential that if youâ&#x20AC;&#x2122;re still going to be a thriving salesperson in 20 years â&#x20AC;&#x201C; or even ten years, or two years â&#x20AC;&#x201C; that you change with the times. You can still live in the fantasy world of what sales used to be like â&#x20AC;&#x201C; or you can adapt to reality. Iâ&#x20AC;&#x2122;ve discovered that reality buys more and pays better than fantasy. What are you doing to adapt? u Troy Harrison is the author of â&#x20AC;&#x153;Sell Like You Mean It!â&#x20AC;? and the President of SalesForce Solutions, a sales training, consulting, and recruiting firm. For information on booking speaking/training engagements, consulting, or to sign up for his weekly E-zine, call 913-645-3603, e-mail TroyHarrison@SalesForceSolutions.net, or visit www.SalesForceSolutions.net.
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By Andy Slawetsky
FLASH REPORT
Samsung Dealer Show Review n June I attended the Samsung dealer meeting at the JW Marriott in Chicago for a 3-day overview on Samsung’s dealer program. Titled “Game On,” Samsung has taken a slightly different tact than most shows we attend.
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Samsung is openly touting the strength of their brand based on the incredible success they’ve achieved in the smartphone and display markets. The first day started for us with an analyst luncheon and private tour of Samsung’s vertically organized product fair. Rather than a traditional product showroom, Samsung has taken a unique approach and set up several rooms, each a different vertical market. The rooms were purposely very light on product. The intention is to show Samsung technology - not simply copiers and printers, but solutions, IT products, displays and more and how a customer in that vertical market could benefit from an all-encompassing Samsung solution. Executives also mentioned this vertical approach is a key strategy and they have hired experts from different vertical markets to run their respective Samsung vertical market groups. Today started with the general session in which President Tim Baxter provided about 70 dealers with a big picture view of Samsung. Baxter told the crowd of Samsung’s commitment to technology and the continued increase in R&D spending. Indeed, Samsung’s R&D expenditures, which are now nearly $11 billion annually is higher than the annual revenue of some competitors. They’re amongst the top players in the filing of patents and they have the strongest brand recognition in the print industry.
Tim Baxter, President addressing the crowd
Baxter told the crowd, “...the interesting part about it is...we’re actually tracking slightly ahead of the compound annual growth rate of this $400 billion. “Take a look at the portfolio we have. Today about half of our business is phones in the US...IT is about 10%. That’s today. We’ve got a view and a vision to 2016 that has a much different portfolio, with a bigger reliance on IT related products as our key portfolio composition.”
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In putting their money where their mouth is, Samsung has redesigned their website with a much stronger, vertically oriented B2B feeling than the old website, which was almost entirely consumer-based. Now when a retail customer visits the website, they will see products and solutions tailored around their needs and requirements. Following Tim Baxter was Hyesung Ha, VP of Sales and Marketing Team, Printing Solutions in Korea. Ms. Ha provided a snapshot of what’s going on at Samsung Korea and how they got to where they are today. She discussed the 8 million hours of development that went into their first generation of printers. “We have more than 10,000 software engineers.” She went on to say, “More importantly, we have the products to cover the gamut.” “We are [the] number 2 maker for the A4 laser space and in fact, we are [the] second largest maker and provider in the world Hyesung Ha, next to Canon.” According to Ms. Ha, VP Sales & Marketing Samsung sells about 40 MFPs and laser Printing Solutions, Korea printers every second.
To say Samsung is ambitious is an understatement. With revenues growing from a mere $80 billion in 2005, Samsung reported revenues of $188 billion in 2012 and is targeting $400 billion for 2020.
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Baxter went on to say, “We’ve historically been a consumer company. We know that. We’re not ashamed about that...but we also understand the role and importance of the B2B and the Enterprise space and we expect it to go from less than 15% today to more than double at 30% in several years so we are looking forward to partnering with you to help realize that. To push each other. To pull each other. To create something new in this space.”
After Ms. Ha, VP Tod Pike took the stage to discuss the channel in a bit more detail. Pike detailed the changes Samsung is going through. Some items of interest include the addition of personnel to support the dealer channel, a strong vertical market approach that will leverage their customer base from other Samsung groups, most notably in the display and telephone groups and a continued commitment to partner with dealers rather than competing with them. A couple of years ago we attended a Samsung dealer show in which executives discussed partnering with dealers and handing accounts to them. Yesterday, when I asked Tod about this and whether it’s
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Tod Pike, VP, chats with Samsung partner Drew Brees
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FLASH REPORT
Samsung Dealer Show Review continued from 52
really happening he said yes and provided me with several very high profile dealer names who have experienced this first hand, being brought into Enterprise accounts where they had no presence. Many companies have discussed this strategy in the past – HP leveraging EDS and Xerox leveraging ACS to pull printers into network engagements, Panasonic leaning on their telephony group, etc. While others talked about it to no avail, it seems Samsung is doing it. Dealers seem pretty happy. I spoke with one dealer that just signed up and in his first month he already sold 40 units. “They practically sell themselves,” he told me. While the show itself was light on product and solutions considering the breadth of what Samsung has to offer, the real meat of this meeting was in the 54
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presentations from the key executives. The bottom line is this; Samsung wins in every market they enter. They are the second largest printer engine manufacturer in the world and the largest IT company in the world. They have deep pockets, they spend more in R&D than anyone I can think of, they have incredible brand recognition and as they’ve now conquered the B2C market, they’re taking full aim at the B2B imaging market. They have a lot to offer dealers, which is incredible considering they were so late to the printer dance and for most other companies this would be a death sentence. Not so for Samsung. They continue to gain momentum and traction in the market. While their solutions were woefully behind, they’re gaining ground rapidly. While they don’t have a full product portfolio in A3 at departmental levels, a breaking story suggestWe Saw It In ENX Magazine
ing they may be picking up Sharp MFPs could provide them with production level overnight. Samsung is also making their other products available to dealers such as white boards, displays, tablets and IT products, allowing dealers to walk into an account and provide them with endto-end solutions that no one but HP can match. And as HP isn’t as focused on this channel as Samsung, it appears Samsung and their dealers have an excellent opportunity. Look out, because here they come. u Andy Slawetsky is president of Indutry Analysts, Inc.
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By Ronelle Ingram
MINDING YOUR BUSINESS
The Generation Gap s a company grows, the need to hire new personnel arises. To ensure continued success, companies need to have good management practices that will hire the right person for the job. This includes factoring in customer expectations and considering how to best leverage each employee’s unique background and experience to meet those requirements.
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With this need in mind, I attended a multiday, industry-neutral Changing Faces in Management Conference. I wanted to look at the business process from our customer’s point of view. There was an emphasis on teaching each conference attendee to be aware of the many roles that each employee and customer embodies. For example, age and job description wise, being a baby boomer manager, I am in the majority. As a female VP of Technical Service, I am a minority. One conference segment had us contribute business management ideas, then asked each of us to comment on ‘What I really liked,’ ‘What offended me,’ and ‘What would work in my company.’ We voted on the best and worst idea presented within our group. These comments were then presented to all the attendees in the daily general sessions. The variety of comments underscored the diversity of thought, expectations and generational differences within the work force. The stage was set to learn the good, the bad and the ugly of a wide variety of management styles and worker and customer thoughts. Following are some key business management ideas that were presented.
Leveraging Diversity
Having geographically designated sales or service territories is a lazy person’s way of assigning work areas. The proverbial saying, ‘People don’t care what you know until they know that you care’ should be considered before sending the 250 pound 56
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5’6” gay baby boomer sales rep to a boxing gym. Just as inappropriate is it to send the 25 year old former beauty queen, valley girl sales rep, who is known for constantly texting, to a senior center. Often when management tries to be impartial and fair-minded, both the customer and the employee are put in an uncomfortable, and ultimately unprofitable, situation. People normally buy from people they like. In most cases, neither the playing field nor the players are equal. Great managers use diversity to their advantage. Managers and workers should optimize the similarities of individual members of their work force to match the uniqueness of their customer base. Parallel backgrounds, generational experiences and gender appropriate matching create successful business partnering and opportunities.
Managing Gen Y New Hires The managers who have the final decision on new hires spoke out unequivocally about the lack of practical business skills in the majority of new college graduates, especially those with advanced degrees. Several human resource professionals and hiring managers repeatedly shared stories of Generation Y applicants texting or repeatedly glancing at their cell phones during their interviews. Entitlement was a universal term when dealing with 20-something year old job seekers. This included expecting a private office, a generous expense account, 4 weeks paid vacation, variable work hours and an opportunity to travel. There seemed to be a direct ratio between the fewer their practical job skills, the greater their expectations. Many of today’s college graduates have absolutely no work experience. At age 25, their sole means of support has been relatives, government programs or student loans. The concept of M-F, 8-5 for the next 40 years is incomprehensible. The goal for businesses to revitalize their aging baby boomer work force with social We Saw It In ENX Magazine
network savvy young workers is being quickly derailed. As the older generation struggles to broaden their post internet view of the world, the Gen Ys have no historical base or desire to view the past. Today’s managers must proactively deal with the merging of generations. Reviewing written, specific work standards during a 2nd or 3rd interview is crucial to both the employer and the future employee. Information gathered by the Society for Human Resource Management when surveying more than 450 human resources professionals stated only 53 percent of U.S. employers plan to hire recent grads in 2013. Among the reasons listed for this low hire rate was that many newly graduated job seekers have limited work histories. Parents or easily obtained student loans, not part-time jobs or personal savings, have financed their education. There is an overwhelming attitude of entitlement to all desirable things in life. And, after years of education they deserve a great beginning salary with bonuses and frequent raises. Statistically in 2012, first year turnover of the newly hired college graduates was over 40%. Turnover of newly hired workers with advanced degrees was over 50%. One of the reasons was unrealistic expectations of what having a full time career requires. For example, absentee rates of the newly hired college grads were 4 times greater than employees over age 50. Other stated concerns of the surveyed group include recent college graduates have a lack of professionalism, work ethic, writing ability, relationship-building skills, initiative, critical thinking ability and basic math skills. They are more skillful at texting than typing on a full size key board. Gen Ys are extremely proficient at multi-tasking, but have a limited ability maintaining prolonged concentration on a single subject. continued on 79
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Introducing: The New C6010 color printer incorporates Memjet C6010 Memjet’s remarkable new color printing technology. You have to see it to believe it.It prints one full-color page in one second, with the fraction of the energy of laser alternatives and it can fit in where the work actually happens….at people’s desks. Combine speed with convenience and that means dramatic increases in printing productivity for offices.
MC770/MC780 Color Smart MFP CPP MC770/MC780 $0.099 MSRP MC770 $2,499 MC780 $3,499 – $4,499 Product Specs Size (WxDxH) : MC770/780 - 20.6" x 23.8" x 26.6" User Interface : 9" Touchscreen Display Print Speed (Simplex) : MC770 – up to 35 ppm Color, 37 ppm Mono; MC780, MC780f, MC780fx – up to 42 ppm Color & Mono Print Speed (Duplex) : MC770 – up to 27 ipm Color, 28 ipm Mono; MC780, MC780f, MC780fx – up to 30 ipm Color & Mono Print Resolution Up to 1200 x 600 dpi System Memory: 2 GB
We know printing in color improves productivity, sells our businesses and is simply a better way to communicate. So why don’t we print in color what we see on our screens? Cost. The C6010 will change the way you print by offering color printing at a fraction of the cost of traditional alternatives. Per page costs are less than half of most popular color laser printers and similar to many desktop black and white printers, while printing in color. What’s more? The C6010 prints “edge-to-edge,” allowing small businesses to print their sales and marketing materials in-house and borderless, saving both money and precious time. Target Market: small work teams or small medium businesses want to print more color pages more affordably
Introducing: The MFX-3590 is a new monochrome MFP from Muratec. This 37 page-perminute A4 device targets small to mid-size workgroups that require efficient document scanning. The unit delivers robust scanning performance with an 80-sheet duplexing automatic document feeder that digitally captures color and monochrome documents at up to 40 images-per-minute, legal-size platen glass, Muratec MFX-3590 scan to e-mail, PC, cloud, USB and FTP capabilities, along with ScanTag, a feature that enables users to insert metadata on the MFX-3590 touch screen and automatically import that data into a back-end document management system. 60
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C6010 Color Printer CPP Color Pages $0.04 - 0.08 (depends on dealer offer) MSRP $1,299 Product Specs Size (WxDxH):21.4" X 18" X 10.4" Print Speed: 60 ppm Print Resolution: 1600 dpi Std Paper Capacity : 1,100 sheets Max Paper Capacity: 2,100 sheets Borderless printing High capacity, refillable ink tanks: Cyan – 7510 pages; Magenta – 4830 pages; Yellow – 5050 pages; Black – 4600 pages Ink Dry Time: <1 second Paper dry to the touch before leaving printer
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PRODUCT PROFILE
Introducing: The Lexmark XM3150 MFP has a 7-inch color touch screen and provides print, copy, fax, email and scan functions. It includes 2-sided printing and a 650-sheet input. The Lexmark XM3150 is sold through Lexmark Business Solutions Dealers. It has garnered the Buyers Laboratory Lexmark XM3150 2013 Pick Award for ‘Outstanding A4 Monochrome MFP for Mid-Size Workgroups’ and is one of the models given recognition in the Buyers Laboratory Monochrome Printer/ MFP Line of the Year for 2013, a distinction coveted by Lexmark. It also offers an aggressive cost-perpage, blurring the lines between A3/A4 total costs of ownership. Lexmark’s solutions-capable, eco-friendly system can simplify processes and help you quickly respond to changing business needs–giving you a competitive edge. The Lexmark XM3150 platform lets you interact with business applications directly on the device or with a server, on premise or hosted in the cloud. Reduce unnecessary printing and simplify work processes with Lexmark solutions. One such solution is Lexmark’s “Solution Composer”. Solution Composer is a powerful capture and intelligent routing tool that enables a Lexmark MFP or Apple or Android mobile device to capture unstructured content, such as documents or images, couple that content with user-provided metadata, and deliver that content to the proper destination in an appropriate format. With features like on-screen prompting, branch logic, image correction, and customizable data files, Lexmark’s Solution Composer is a must-have tool for partners looking to increase professional services revenues by offering custom capture solutions for clients. Target Market: Mid-size Workgroup XM3150 MFP Mono MFP MSRP $3,074
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PRINT M MANAGER ANAGER
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One One stop stop Copy, Copy, Fax Fax and Print Print Solutions Solutions
Manag Manage e Print & rinting i g Costs: Costs Lower Print Printing rint (D riverless P Web Web P Print (Driverless Print) rint) Real T Time Print Reporting ime P rint Rep orting Rules Rules B Based Printing ased P rinting Secure Secure P Print rint Release o or Print Print char ging options Multiple Multiple P Pay charging ay ffor Cross Cross Pla Platform MFPss tform - install on most MFP CS ystems L oaders, Compatible Compatible with IT ITC Systems Loaders, Terminals, Coin Ops Readers,, Netlink Readers Netlink Terminals, Coin Ops and Multiplan Software. Softtware.
Product Specs User Interface : Lexmark e-Task 7-inch (17.8 cm) color touch screen with audible and tactile feedback Print Speed : 50 ppm Print Resolution: 1200 Image Quality: 1200 x 1200 dpi 2400 Image Quality: 600 x 600 dpi Processor: Dual Core, 800 MHz System Memory: Standard: 1024 MB / Maximum: 3072 MB
Introducing: These new products offer fast print speeds, high print quality and versatility and have been specifically designed SamsungM4070FR & M3320ND for users who require low operating costs and high performance. The new M4020ND, M3820DW, and M3320ND printers and the M4070FR,
ssales@itcsystems.com ales@itcsystems.com 3 14.872.7772 ((US)| US)| 416.289.2344 416.289.2344 (CAN) 314.872.7772
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M3870FW and M3370FD MFPs offer an all-in-one integrated toner system, robust eco features and duplex printing for lower operating costs and higher efficiency. Small to medium-sized businesses and professionals who work at home are increasingly seeking lower operating costs for maximum profitability without sacrificing on high performance. The Printer ProXpress and the Multifunction ProXpress series are built to offer an efficient experience with fast speeds and high quality images at a reasonable cost. Our ProXpress MFPs fall into what IDC calls ‘the sweet spot of the monochrome laser MFP market,’ predicting that this segment is expected to post the highest compound annual growth rate (CAGR) of 10% compared with other speed segments in this market by 2017. With print speeds of up to 35 ppm to 42 ppm for letter size documents, each of the new models provides fast, reliable and economically efficient performance for business users. The units enable document and image processing for increased work flow, through their Cortex™ A5 processor and up to 256 MB of memory. For the SMB market, value is just as important as powerful performance and quality. With Samsung’s Easy Eco Driver and One Touch Eco Button, customers can effectively manage printing options. These functions help reduce paper, toner and energy consumption. The Easy Eco Driver can reduce toner use by up to 20 percent with the toner saving mode. This mode allows the user to remove images, convert from bitmap to sketch and remove bold text to save toner. In addition, Samsung’s Mobile Print App enables users to print and scan from any mobile device with any Samsung network shared printer and MFP without the need for a computer. The app can be easily downloaded to the users’ smartphone or tablet and supports Android, Windows and iOS mobile platforms. Target Market: small and medium-sized business customers and home office use MLT-D203S/XAA
3K Toner (M3320ND, M3820DW, M4020ND, M3370FD M3870FW, M4070FR) 5K Toner (M3320ND, M3820DW, M4020ND, M3370FD,M3870FW, M4070FR) 10K Toner (M3820DW, M4020ND, M3870FW, M4070FR) 15K Toner (M4020ND, M4070FR)
CPP (at street price) MLT-D203L/XAA
MLT-D203E/XAA
MLT-D203U/XAA
$ 0.0263
$ 0.0234
$ 0.0171 $ 0.0145
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Target Market: healthcare, retail, legal, finance and hospitality Product Specs Data Encryption: 256 Bit AES (SED Hard Drive) HD: 80GB (Security SED Drive) Control Panel: Color 9” LCD Touch Panel Copy/Print Resolution: 600 x 1200 dpi (PS Driver) Copy/Print Speed: 45/45, 50/50 PPM Color/B&W Scan Resolution: 100 dpi to up to 600 dpi Scan Speed: 73 SPM Color/73 SPM B&W (@ 300 dpi) Introducing: e-STUDIO2505 Series With the advent of Toshiba America Business Solutions’ new e-STUDIO™ multifunction product (MFP), small workgroups now receive A3 performance within an A4 device. Through its compact design – about twothirds the size of a typical A3 device – the company’s e-STUDIO2505 series enables users to print with ledger-sized support through the bypass, copy, scan – including Toshiba 2505F-ADF color scanning – and fax affordably.
e-STUDIO2505H/2505F MSRP e-STUDIO Digital Copier $2,799 e-STUDIO Digital Copier with Fax $3,299
$286 $357 $414
Introducing: e-STUDIO5055C Series For companies seeking to add a little more color to its presentations, Toshiba America Business Solutions unveils its latest eSTUDIO™ multifunction product (MFP). The leading managed 64
Toshiba 5055C As a result of its compact design – it features the smallest footprint in its class –the e-STUDIO5055C is easy to move making it ideal for any size business. Moreover, by incorporating quieter drive and fan motors, the Toshiba’s new MFP is sure to please any workforce while providing spot-on color matching via its e-BRIDGE controller. Aside from producing striking output, the e-STUDIO5055C incorporates a suite of elite security features. Through its proprietary Wipe Technology Toshiba’s new MFP complies with the highest security protocol available.
Capable of producing black and white output of letter and ledgersized documents – via the bypass – at 25 ppm, Toshiba’s latest printing device further affords an entire office access to the MFP through network connectivity. For wireless environments, of 802.11 B/G/N is available as an option.
M4020ND/M3820DW/M3320ND Printers MSRP M4070FR $707 M3870FW $593 M3370FD $464 M4070FR/M3870FW/M3370FD MFPs MSRP M3320ND M3820DW M4020ND
document services (MDS) provider and business printing solutions innovator’s e-STUDIO5055C produces vibrant marketing materials at an impressive rate of 50 pages-perminute. Toshiba’s new printing device additionally offers users the flexibility to print in high volume black and white.
Product Specs Resolution Scanning: 600 x 600 dpi Printing: 2400 x 600 dpi (with smoothing) Copying Speed: 25 PPM Special Features: Interrupt, APS/AMS*, Auto job start, Automatic sort mode, ID card copy Scanning Resolution: 100/150/200/300/400/600 dpi Scanning Speed: 20 SPM (BW), 5 SPM (Color) (By using ADF)
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ENX Display Advertiser Index All Leasing Services 41 Repo/Offlease Copiers, Printers and Faxes Phone: 866-727-3750 Phone: 949-727-3750 Fax: 949-727-3850 bids@alscopiers.com www.alscopiers.com Asset Recovery Specialist Phone: 866-757-4545 auctions@equipmentrecovery.com www.EquipmentRecovery.com
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Business Technology Association June 17-18, 2013 - Chicago, IL Phone: 800-843-5059 www.bta.org/BTAMidAmericaEvent
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Carolina Wholesale One of the largest office machine and supply distributors in the United States. Phone: 800-521-4600 Fax: 800-356-9169 sales@cwholesale.com www.cwholesale.com
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Copier Network Coast to Coast Service Extensive Canon and Ricoh Selection Phone: 510-746-2080 www.copiernetwork.com sales@copiernetwork.com
39
CompTIA ChannelCon www.compTIA.org/boost
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Crystal Trade For your Canon & HP Parts & Supplies Phone: 888-889-9598 Fax:713-789-1832 anisark@csihouston.com www.RemanCartridges.com
50
Digital Gateway Phone: 1-866-342-8392 www.digitalgateway.com
35
Digitek Phone: 888-353-0301 info@digitek.com www.digitek.com
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Direct Precise Imaging Consistently Delivers 100% USA made Product Toner Compatibles Phone: 888-376-7311 www.directpreciseimaging.com
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DocuWare Corporation Build your solutions department & watch your profit grow Phone: 888-565-5907 dwsales@docuware.com www.docuware.com
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ECi FMAudit 02 Remote meter reading and Managed Print Services Phone: 800-440-8664 ext. 89172 fmaudit@ECiSolutions.com www.fmaudit.com Electronic Business Machines Copiers/Printers Parts & Supplies Phone: 800-832-6522 Fax: 859-281-6328 www.ebmky.com
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EpartsRoom 77 Cost Effective Solutions for Circuit Boards & PCBâ&#x20AC;&#x2122;s, Hard Drives, Fuser & Fixing Parts, Finishers and Sorters and more! Shop online at: www.epartsroom.com. Phone: 877-503-7278 Fax: 713-849-9001 www.epartsroom.com Escalera Copier Moving Devices Phone: 800-622-1359 Phone: 530-673-6318 Fax: 530-673-6376 www.escalera.com
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ESHA Phone: 800-551-3742 sales@eshacorp.com www.eshacorp.com
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Expo Reciclador August 15-16, 2013 Mexico City, Mexico Cell Phone: 52 33 1 1605 9883 show@exporeciclador.com www.exporeciclador.com
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Frontier Imaging 54 Distributor of Copier, Printer & Fax Supplies Phone: 888-530-8811 Fax: 310-898-2788 www.frontierimaging.com GE Capital Buy direct from GE Capital Phone: 203-749-6011 ryan.ahearn@ge.com
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Great America Leasing 29 Managed Print Services, Remote Monitoring Software or Managed IT Solutions Phone: 800-234-8787 Greater Philadelphia Equipment Co. Copiers, Accessories, Fax Options & Print Controllers Phone: 215-788-7111 Fax: 215-788-4445 gpec1@verizon.com
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August 2013
Hytec Phone: 800-883-1001 / 407-297-1001 Fax: 407-297-4310 www.hytecrepair.com
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I.C.E. International Copier Exchange Wholesaler of Copiers Phone: 888-423-2679 www.copierpoint.com
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IDS-International Digital Solutions Authorized Toshiba Distributor for Copiers, Printers, Fax OEM Parts & Supplies Phone: 888-372-3700 Fax: 562-921-1167 suzannecarter@idswc.com sales@idswc.com
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ILG OEM Compatibles Phone: 800-937-2880 www.ILGLaser.com
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ImageStar Phone: 888-632-5515 www.imagestar.com
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Industry Analyst Want To Close More Deals? Phone: 585-232-5320 info@industryanalysts.com www.industryanalysts.com
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Ink Cycle Phone: 1-877-894-8387 www.inkcycle.blog.com www.linkedin.cim/inkcycle www.twitter.com/inkcycle
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Intellinetics Phone: 614-921-8170 Fax: 614-850-2789 sales@intellinetics.com www.intellinetics.com
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Intercom Exporting Inc Minolta Copiers, Parts & Supplies Phone: 800-960-1119 Main: 954-978-2121 Miami: 305-757-7878 Fax: 954-978-2412 sales@intercomcopiers.com www.intercomcopiers.com
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ISC When In Doubt, Check It Out Phone: 941-961-7897 www.ISC-Inc.org
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ITC Supplies Toll Free: 1-877-933-5558 itctoner@gmail.com
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ITC Systems Phone: 314-872-7772 USA Phone: 416-289-2344 Canada sales@itcsystems.com www.itcsystems.com
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Jamex Copier/Printer/Fax Vending Applications Phone: 800-289-6550 Fax: 607-257-1139 www.jamexvending.com
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Lasertone Phone: 800-700-0733 www.LasertoneUSA.com
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Managed Print Services Association Contact: Joe Barganier Phone: 614-882-4121 buckeyefenn@att.net www.yourMPSA.com
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Mars International Wholesaler of Pre-Owned Copiers Phone: 866-866-MARS (6277) Phone: 973-777-5886 Fax: 973-777-5889 www.marsintl.com
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Metrofuser Phone: 1-888-387-3771 Phome: 908-245-2100 Fax: 908-245-2900 International: 011-908-245-2100 ales@metrofuser.com www.metrofuser.com
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Midwest Copier Exchange Used Copier Wholesaler Waukegan, IL: 800-863-3693 Chicago, IL : 847-249-7011 Orlando, FL: 407-856-5678 Baltimore, MD: 410-381-5990 Santiago, Chile: 562 48 153 77 www.midwestcopier.com
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Mito Color Imaging Co., Ltd. Color toner cartridges, HP mono cartridge with patent free OPC gear Phone: 86- 756-2535246 2535256 Fax: 86-756-2535769 market@mito.com.cn http://www.mito.com.cn
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MWA Intelligence, Inc. Phone: 800-875-2371 sales@mwaintel.com www.mwaintelligence.com
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National Copy Cartridge Phone: 619-562-6995 Fax: 619-562-6899 order@nccreman.com www.NationalCopyCartridge.com
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Nation Wide Repair Service 75 Complete Office Equipment Repair Service Phone: 866-655-8676 Tech Support: 800-798-1814 www.nwrsinc.com Niche Equipment Office Machines & Supplies Distributor Phone: 630-629-9220 Phone:877-446-4243 Fax: 630-629-6790 www.nichee.net
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NSA www.nsainc.net
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NuWorld Business Systems Copier, Printer, Fax & Business Machine Supplies Phone: 800-729-8320 Fax: 800-829-0292 info@nuworldinc.com www.nuworldinc.com
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OES Solutions Square 9 Reseller Program Phone: 877-637-1240 tsanders@oes-solutions.com
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Office Land OEM Parts for Copiers and Printers Phone: 818-778-0100 Fax: 818-778-0101 www.officeland.ws
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OKI Phone: 800-Okidata (654-3282) www.Okidata.com/TMP
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OPRA oprausa.com
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OverstockPartsNetwork.com Phone: 307-587-8446 sales@beiservices.com www.beiservices.com
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Parrot Distributing Authorized Panasonic Panaboards and Printers Wholes ale Distributor Phone: 800-451-3336 Phone: 423-855-1405 Fax: 423-855-1434 www.parrotdistributing.com
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Parts Drop Copier Parts, Supplies, & Tech info. Phone: 201-387-7776 www.partsdrop.com
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Printer Essentials Phone: 800-965-1180 Fax: 775-850-2630 sales@PrinterEssentials.com www.PrinterEssentials.com
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Ross International Buy and Sell Used Copiers Phone: 800-240-7677 Phone: 973-365-9900 Fax: 973-473-8800 purchase@ross-international.com www.ross-international.com
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RPT Toner Phone: 888-778-8663 Fax: 630-694-9060
6&7
Seine Technology 59 The Worlds Leading Toner Remanufacturer Phone: 909-869-0730 Fax: 909-869-0736 sales@seinetecusa.com www.seinetecusa.com SINDOH Authorized Distributors Carolina Wholesale Ph: 800-521-4600 www.cwholesale.com/SINDOH Collins Distributing Ph: 800-727-0884 www.CollinsDistributing.com http;//www.sindoh.com Supplies Wholesaler The Cartridge Experts Phone: 866-817-8795 sales@SuppliesWholesalers.com www.SuppliesWholesalers.com
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Toshiba Copier / Print Manufacturer Phone: 800-GO TOSHIBA www.toshiba.com Uninet West Coast: 424-675-3300 East Coast: 631-590-1040 sales@uninetimaging.com www.uninetimaging.com UTec Phone: 853-2871 5020 Fax: 853-2871-5001 sales3@utec.com.mo www.union-tec.com
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Walgroup Phone: 1-877-368-7788 www.WalGroupUSA.com
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World Of Fax 70 Fax, Copiers & Laser Printer Parts Specialist Phone: 1-800-634-9329 Fax: 1-866-FAX-PARTS WorldOfFax.com CopierPartsStore.com
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BTA West August 1-2, 2013 Las Vegas, NV www.bta.org
Oracle Openworld September 22-26, 2013 Phoenix, AZ http://www.oracle.com/open world/index.html
Social Media in Your Marketing Mix August 14, 2013, 1:00 p.m. (CT) BTA East 2013 District Event www.comptia.org September 26-27, 2013 Baltimore, MD www.bta.org Expo Reciclador 2013 August 15-16, 2013 Mexico City, Mexico SGIA Expo 2013 www.exporeciclador.com October 23-25, 2013 Orlando, FL http://www.sgia.org Xchange 2013 /events/current_expo/sgia13/ August 18-20, 2193 Exhibit/exhibitor_services.cfm Washington, District of Columbia http://www.xchange-events. BTA Southeast 2013 com/x13 District Event October 25-26, 2013 VM World 2013 Waynesville, NC August 25-29, 2013 www.bta.org San Fransisco, CA http://www.vmworld.com/index Tigerpaw Software National Conference Expo Sign & Serigrafia September 16-18, 2013 Argentina Chicago, IL - USA August 29-31, 2013 http://www.tigerpawsoftware.com/ Costa Salguero Exhibition Center, Argentina BTA West 2013 District Event http://www.exposign.com.ar/ November 7-8, 2013 Channel Partner Fall Conference & Expo September 11-13, 2013 Chicago, Illinois http://cloud.channelpartners conference.com/
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Business Imaging Expo December 10-12, 2013 Las Vegas, NV - USA www.rechargermag.com
* For a complete Listing of Calendar Events visit www.ENXMAG.com
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By Britt Horvat
TECHNICAL TIPS
WorkCentre® 7425 style: Fault Code List - Part I Xerox® WorkCentre 7425, 7428, 7435 & 7525, 7535, 7545, 7556 his month, let’s have a look at the technical information for the Xerox® 7425 family and the newer 7525 family of full color copiers and multifunction machines. We’ve taken apart the fusers and rebuilt the drum cartridges in past articles. Now it’s time to check out the Status Code meanings, and learn how to reset the ones which require resetting. From 7425 Copier everything I’ve seen and heard these are truly excellent pieces of equipment--they are extremely popular and well worth learning about.
T
Because the fault code list is fairly lengthy, we’re going to get right down to business with the list. If the machine goes into a fault and the code doesn’t present itself to you, then you’ll want to go into the Diagnostic Mode and view the “Last 40 Faults.” We’ll cover how to get to that after the list. Some of the faults cause the machine to lock up and stop working until you reset a counter or a NVM (Non Volatile Memory) setting. Until the fault is reset, the machine won’t even attempt to get ready. Below are the basic meanings behind many of the codes which you may be facing. I noticed that the list is very similar to other styles of Xerox full color machines, in particular the DC250 style. The complete list is extremely long and has tons of stuff you’ll likely never see, so this will be an abbreviated list but the most common and useful stuff is included.
continued on 74
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TECHNICAL TIPS
WorkCentre® 7425 style: Fault Code List - Part I Xerox® WorkCentre 7425, 7428, 7435 & 7525, 7535, 7545, 7556 continued from 72
Clearing some fault codes from Diagnostics: * Fuser Heat Control problems (010-319), Overheat problems (010-320 / 010-333), and Fuser Paper Wrap failure (010-337): read below about how to reset NVM value 744-455 back to ‘0’. 74
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TECHNICAL TIPS
For the
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Dealer
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TECHNICAL TIPS
WorkCentre® 7425 style: Fault Code List - Part I Xerox® WorkCentre 7425, 7428, 7435 & 7525, 7535, 7545, 7556
“Shutdown History” and then “Last 40 Faults.” Also from the “Maintenance / Diagnostics” screen, you can choose “NVM Read / Write.”
continued from 74
Next enter the “Chain / Link” code. The “Chain” is the first part of the code and the “Link” is the second part of a code. For example, if you want to go into 752-315, the Chain would be ‘752’, and the Link would be ‘315’. When you put in a NVM code and then select “Confirm / Change” on the touchscreen, the current value will show up. Enter a ‘0’ in the “New Value” column and touch “Save.” Clearing some fault codes from Diagnostics: * Fuser Heat Control problems (010-319), Overheat problems (010-320 / 010-333), and Fuser Paper Wrap failure (010-337): read below about how to reset NVM value 744-455 back to ‘0’. ** ATC Sensor failures (092-665 thru 092-668): read about how to reset NVM values and refer to the following chart for which NVM settings to set back to ‘0’:
When you’re done, to exit diagnostics you can press and hold the ‘0’ key and press “Start” while you’re still holding ‘0’. Finally, the HFSI counters can be reset by the user fairly easily. Press the “Machine Status” button and select the “Supplies” tab on the control console. Select the consumable you want to reset and press “Reset Counter” on the screen. The user also gets to enjoy some level of control, including a rather advanced “Color Correction” process, by logging into User Tools Mode. Press “Login/out” after logging in. If there are multiple users to choose from, then you’ll need to select “System Administrator.” Next enter the customer “Login ID” (the default is ‘Admin’) and then enter the password (the default is ‘1111’).
*** IBT Belt Home Sensor Failure (094-324): read below about how to reset NVM value 746-966 back to ‘0’. **** HFSI (High Frequency Service Items) (094-417 thru 094422): read below about how to reset HFSI counters for the various consumable parts. To reset any of the NVM values you will need to first enter Diagnostic Mode (CE Mode). Press and hold the ‘0’ button for 5 seconds, then while you’re still holding ‘0’, press ‘Start’. This will bring up the CE Passcode screen. Enter ‘6789’ at the prompt and touch “Confirm.” Next, press the “Machine Status” button. Select “Tools” followed by “System Settings.” Now in the “Group” column, choose “Common Service Settings” and in the “Features” column, scroll down and choose “Maintenance / Diagnostics.”
That’s it for this month! Next month we’ll dig a little more into the Diagnostic Mode on these same machines. Stay cool!u
Britt works for The Parts Drop, a company whose primary business is providing parts, supplies and information for Xerox brand copiers, printers and fax machines. You can find more information, including many of Britt’s past ENX articles on their website, (www.partsdrop.com) If you’d like to read more about Xerox brand office equipment, there’s also a complete listing of past articles under contributing writers on the ENX website (www.ENXMAG.com)
Now that you’re in Diagnostic Mode, you can view the recent status codes by selecting “Faults” and then choosing
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PRINTER TECH TIPS
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TECH TIPS FOR HP PRINTERS: CM4540MFP, M4555MFP, M551MFP and 575MFP Question: How to disable / turn off power save function From the printer control panel select: 1.
Administration >
2.
General Settings >
3.
Energy Settings >
4.
Sleep Timer Settings >
As seen below, uncheck the box indicatingSleep/Auto off after. Press SAVE
This Tech Tip is contributed by Laser Pros (www.laserpros.com). Email any questions to marketing@laserpros.com. We Saw It In ENX Magazine
August 2013 l www.enxmag.com l
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TECHNICAL TIPS
TECH HELP
Subject: Canon IR 5070 Question: I have a machine that works ok upon boot-up. As copies are printed it seems the toner is not keeping up. The image starts washing out. When I run a power cycle, the first page out is decent again. Does anyone have any tests or verifications I can do as I am not familiar with this model? Are there any common failures? Thanks everyone. Answer: Check the transfer corona. A: Is it restring-able or do you have to replace?
A: The *28* will take you to level 2. Q: Thank you, I’ll try that. I have cleaned the belt but I may go back and redo that as well.
Subject: Ricoh Aficio 2018d Q: Ok, looks like I need help. I went in for lines and smudges on copies; the drum was beat and so was the blade. Simple, or so I thought. I replaced the drum and the blade with OEM equipment, but I still had the same problem, so I did a DV change—once again, OEM DV. Still, the same issue—what am I missing??? Any ideas greatly appreciated. Thanks in advance.
A: If it’s restring-able, do all of them. A: Could it be the charge roller? A: If all else fails, vacuum the developer unit, clean the developer blade, then reinstall the toner through service mode. Good luck...I’ve seen this a few times.
Subject: Canon IR 5185 Q: I have a machine that won’t line up colored print or black and colors together. I got it to work for one copy after a cleaning cycle. What gets cleaned when cycled? I was told by one person to clean the belt unit, but that didn’t help. Any ideas would help. Thanks. A: Enter Service Mode Level 2, Copier > Function > Clear, run REG-CLR, exit Service Mode. Correctly power cycle the machine. Perform a Quick Adjust located in Additional Functions > Adjustment/Cleaning > Auto Gradation Adjustment > Quick Adjust. If this fails to work replace the intermediate transfer belt (ITB). Good luck. Q: This machine does not have a reg-clr mode. Is there another way to do the same thing? Thanks. A: You’ll need to clean the inside of the ITB assembly. It is the loose toner on the transfer rollers causing the ITB to slip. A: In service level 2, there is reg-clr for certain. Q: Maybe I’m missing something—I’m not sure I know what level 2 is. *28* copier, function, clear....
A: Are the lines and smudges on the page before the fuser? If so, it could be the charge roller or a dirty laser unit. I would think any transfer issues would be more to the backside of the paper. Do you get the lines on the counter page (eliminate optics)? A: Make sure the mirrors in the scanner are clean. Do not forget the laser filter glass under the toner bottle. How do internal prints look? This will let you know if it is a print or scanner issue. Q: Yes, it is also on internals and happens before the fuser; I can see it on the drum when I remove it from the copier. I’ll try making sure the main charge roller laser is clean, thanks.
Subject: Konica Minolta C451 K IU Spilling Developer Q: Even after replacing the IU, I’ve had many machines start spilling developer from the K IU. A: Have you put the mod in to help keep the unit locked into place? A: The mod is just a rubber pad you stick on the inside of the IU locking handle. I usually just cut up some rubber pads and stick on the handle. The IU has to be tight, otherwise it arches on the contact causing it to dump. Good luck. A: There is a bracket as well. A: Have you cleaned up all of the toner/DV that is spilling in the back? If not then it can continue to draw out more DV from the new IU. There is a metal bracket that mounts at the top of the IU
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to hold it in (this is a mod part from Konica). Also it sounds more like you might want to make sure that all of your HV settings are at default. And if you are still having problems, replace the HV. A: If all else fails, replace the high voltage unit—the machine has two, but I can’t remember which one it is. If you have the manual you can see which one supplies voltages to the black IU.
Subject: Biz 601 Jamming fuser Q: Paper jamming coming up from under the fuser when face down. It does not jam when using 8.5 x 11R (portrait) direction from trays 3 and 4. Also, it’s ok from any paper tray when exiting face up. The de-curling roller looks fine. What else would cause this? Thank you. A: What is the jam code? What you are describing could be the feed sensor that is just after the fuser—it could have a broken mount. Q: The jam code is 3203. After looking at it again the paper jams as it comes up from ADU and folds on one side about 1 inch— the folded side of the paper looks like it is trying to feed under the de-curling roller. Thanks again. A: I think there is a one-way gear that sits on the shaft from the turn handle that turns the fuser rollers. Check this one-way for slipping. You also might have to change the de-curling roller even if it looks ok. Good luck. A: There are a few Mylar’s that can get bent in the wrong direction. There is a set in the exit section and a set in the Auto Duplex Unit (ADU). Pull down the ADU and it should be in the far upper left side, which is difficult to find and get at. A: The paper enters ADU. I had to lie on my back looking up inside while pulling the ADU door down to see it. I used some thermistor tape to repair until I get new Mylar’s. Thanks.u Tips appearing in this section are reprinted courtesy of Smarka! The Copier Tech’s Info Source. Tips are randomly selected from submissions emailed to Smarka! Smarka! and ENX Magazine make no guarantees as to the accuracy of tips presented here. Email your tips to Tips@smarka.com. All tips become public domain.
MINDING YOUR BUSINESS
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The Generation Gap continued from 56
At the end of the conference the baby boomers were of the opinion that they are able to see the big picture more clearly than the younger generation. It is the older managers who must create policies and procedures that specifically spell out the day to day business requirements of all their workers with specifically enumerated rewards and consequences. Businesses can no longer depend on ‘common sense’ because the work ethic of the 20th century is no longer ‘common’. Each generation has a different set of knowledge, personal history and skill sets. Many Gen Ys are not adequately prepared for the needs of today’s business world. It is the responsibility of today’s managers to either change their expectations or immediately inform and continually monitor younger employees with specific business standards that are necessary for long term employment. At the conclusion of the Changing Faces in Management Conference I better understood the needs within our own business as well as the changing needs of our customers. The blending of cultures and generations is necessary for the continuing growth of the world economy. It is necessary to be both actively learning from and teaching one another. Hopefully the older generation will use the flexibility of their acquired wisdom to bend the common needs. u We Saw It In ENX Magazine
August 2013 l www.enxmag.com l
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