A CXO's Guide to MPS

Page 1

PHOTIZO

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;OL ,_LJ\[P]L»Z 0U[YVK\J[PVU [V 4HUHNLK 7YPU[ :LY]PJLZ Executives may suspect that their cost to print and distribute documents is WYVIHIS` [VV OPNO I\[ [OL HJ[\HS ÄUHUJPHS PTWHJ[ VM WYPU[PUN PZ MYLX\LU[S` \UKLYestimated – sometimes by a wide margin. Corporate printing is largely decentralized. Departments and individuals make their own decisions about hardware, maintenance, supplies and usage. As a result, the costs to create documents HYL ZWYLHK HJYVZZ ÄUHUJPHS YLWVY[Z MYVT T\S[PWSL I\ZPULZZ \UP[Z 3PUL P[LT L_WLUZLZ HYL KPMÄJ\S[ [V PKLU[PM` HUK PTWVZZPISL [V JVTWHYL .L[[PUN H OHUKSL VU WYPU[PUN JVZ[Z HUK PKLU[PM`PUN VWWVY[\UP[PLZ MVY WV[LU[PHS ZH]PUNZ PZ [OL PUP[PHS PU[LYLZ[ PU THUHNLK WYPU[ ZLY]PJLZ 47: <ZPUN PUMVYTH[PVU WYV]PKLK I` H WYVMLZZPVUHS 47: HZZLZZTLU[ [V HMMLJ[ JOHUNL HUK PTWYV]L V[OLY I\ZPULZZ WYVJLZZLZ PZ WHY[ VM 47: HZ ^LSS 47: KVLZ UV[ Z[VW H[ JVZ[ ZH]PUNZ 0[ PZ WHY[ VM H [V[HS 0; Z[YH[LN` [OH[ ^VYRZ to boost business optimization. Businesses that adopt MPS to cut cost, realPaL H KYHTH[PJ IVVZ[ PU 0; LMÄJPLUJ` ( JVTWHU` ^P[O LTWSV`LLZ J\[Z [OLPY 0; KLWHY[TLU[»Z [PTL ZWLU[ KL]V[LK [V Z\WWVY[PUN [OL WYPU[ Ã…LL[ I` OV\YZ WLY `LHY 0THNPUL OV^ THU` TVYL [HZRZ HYL UV^ NL[[PUN H[[LU[PVU ;OPZ ZHTL JVTWHU` ^V\SK HSZV YLK\JL [OLPY LU]PYVUTLU[HS PTWHJ[ YLK\JPUN OHYKJVW` Ã…LL[ LTPZZPVUZ I` WLYJLU[ 6YNHUPaH[PVUZ MYVT KPMMLYLU[ PUK\Z[YPLZ OH]L HSYLHK` KLJPKLK [OH[ LMMLJ[P]LS` THUHNPUN [OLPY KVJ\TLU[Z YLX\PYL H ZWLJPHSPaLK ZL[ VM ZRPSSZ HUK L_WLYPLUJL [OH[ PZ NLULYHSS` UV[ H]HPSHISL PU OV\ZL ;OL [YLUK [V LUSPZ[ [OL HPK VM RUV^SLKNLable partners that can manage the printing environment as a service is rapidly becoming the norm. *VTWHUPLZ OH]L KPMMLYLU[ VIQLJ[P]LZ ^OLU P[ JVTLZ [V 47: :VTL VM [OLZL HYL! ‹ ‹ ‹ ‹ ‹ ‹

/HYK^HYL ÅLL[ YLK\J[PVU Fleet standardization Reduction in print volumes Improved document security Better cost control ,U]PYVUTLU[HS ILULÄ[Z

In this paper we will introduce expanded MPS concepts, challenges companies MHJL ^OLU LTIHYRPUN \WVU 47: WYVQLJ[Z HUK \UJVUZPKLYLK ILULÄ[Z +PZJV]LY ^OH[ 47: PZ HUK ^OH[ P[ PZU»[ SLHYU ILZ[ WYHJ[PJLZ MVY Z[HY[PUN H Z\JJLZZM\S 47: program and much more.

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Managed print services is a concept embraced by companies all across the NSVIL )` TVYL [OHU VUL [OPYK VM OHYKJVW` KL]PJL WYVJ\YLTLU[ ^PSS [HRL place through MPS contracts.

Photizo Group is the leading reZLHYJO HUK JVUZ\S[PUN ÄYT ZWLcializing in the managed print ZLY]PJLZ 47: PUK\Z[Y` <UPX\LS` WVZP[PVULK H[ [OL JLU[LY VM ]LUKVY channel and end-user communities, we provide MPS insights, perspectives and success to cliLU[Z HJYVZZ [OL NSVIL >L KV [OPZ through advisory services, proprietary research and consulting, industry publications and media, and educational events designed to help advise and educate clients as they navigate the rapidly changing MPS environment.

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7OV[PaV -HJ[! Companies that implement an MPS program reduce their printing costs by an H]LYHNL VM WLYJLU[ ( Z\JJLZZM\S I\ZPULZZ YLSH[PVUZOPW IL[^LLU 47: ]LUKVYZ HUK [OLPY J\Z[VTLYZ YLX\PYLZ [OL ]LUKVY [V KL]LSVW PU KLW[O RUV^SLKNL HIV\[ [OL J\Z[VTLY»Z KL]PJLZ HUK \ZHNL (KKP[PVUHSS` H RLLU \UKLYZ[HUKPUN VM I\ZPULZZ WYVJLZZLZ HUK ^VYRÃ…V^ PZ ]P[HSS` PTWVY[HU[ (Z JVTWHUPLZ ZLLR V\[ WVZZPISL 47: WHY[ULYZ [OL` ULLK [V IL HISL [V KPZJYPTPUH[L IL[^LLU ZHSLZ Ã…\MM HUK YLHS L_WLYPLUJL ;OPZ PZ H Z[YH[LNPJ ZVS\[PVU UV[ H KH` [V KH` OHYKJVW` VMMLYPUN ,HYS` 47: LMMVY[Z MVJ\Z VU ZH]PUNZ [V IL NHPULK I` LSPTPUH[PUN ^HZ[L LUMVYJPUN standardization and improving device utilization. Enterprise-wide printing has [YHKP[PVUHSS` ILLU \UKLYTHUHNLK :PTWS` SVVRPUN H[ WYPU[PUN MYVT H JVYWVYH[L standpoint, rather than a departmental perspective and actively managing the WYVJLZZ `PLSKZ ZVTL PTTLKPH[L ^PUZ ;OPZ PZ VUS` [OL ÄYZ[ Z[LW PU [OL 47: *\Ztomer Adoption Model. As the practice has matured, it has become clear there HYL HKKP[PVUHS ILULÄ[Z [V IL \UJV]LYLK" L]LU HM[LY [OVZL LHYS` ZH]PUNZ OH]L been realized. ;OL YVSL VM 47: ]LUKVYZ HUK [OLPY YLSH[PVUZOPWZ ^P[O J\Z[VTLYZ JOHUNL HZ [OL VYNHUPaH[PVU WYVNYLZZLZ MYVT H OHYK^HYL JLU[YPJ MVJ\Z [V \ZPUN KVJ\TLU[ THUHNLTLU[ [LJOUPX\LZ [V PTWYV]L I\ZPULZZ WYVJLZZLZ :PUJL 7OV[PaV OHZ ILLU NH[OLYPUN PUMVYTH[PVU MYVT VYNHUPaH[PVUZ HYV\UK the world through market research surveys, interviews, case studies and conMLYLUJLZ >L OH]L Z[\KPLK U\TLYV\Z VYNHUPaH[PVUZ [OH[ OH]L KLZPNULK HUK implemented MPS programs. In addition, we developed guidelines and best WYHJ[PJLZ [OH[ RLLW VYNHUPaH[PVUZ MYVT ^HZ[PUN [PTL HUK TVUL` (Z [OL WYLTPLY WYV]PKLY VM HUHS`ZPZ HUK PUMVYTH[PVU KLKPJH[LK [V 47: 7OV[PaV Z[YP]LZ [V THRL YLSL]HU[ PUMVYTH[PVU HUK YLZV\YJLZ H]HPSHISL [V JVTWHUPLZ [OH[ HYL SVVRPUN PU[V MPS as a strategic initiative.

7OV[PaV ^HZ [OL ÄYZ[ ÄYT [V KL]LSVW [OL JVUJLW[ VM 47: LUHISLK Hybrid Dealers with the groundbreaking Hybrid Dealer Report. ;OVYV\NO YLZLHYJO HUK \UKLYZ[HUKPUN SLK 7OV[PaV [V KLÄUL [OL :[HNL *\Z[VTLY (KVW[PVU 4VKLS MVY [OL 47: KLJPZPVU THRPUN WYVJLZZ ;OPZ TVKLS OHZ ILLU widely accepted as an industry standard and expanded to include additional stages. ;OV\NO[ SLHKLYZOPW PU [OL 47: industry has not come without L_WLYPLUJL ;OL JVUZ\S[PUN [LHT H]LYHNLZ `LHYZ VM PUKP]PK\HS industry experience with leading ÄYTZ SPRL 0)4 +LSS 9PJVO 84: 3L_THYR 2VUPJH 4PUVS[H 2`VJLYH 4P[H :OHYW HUK 5L^-PLSK 0; ;OPZ team has been invited to keynote and speak at industry and CXO JVUMLYLUJLZ HYV\UK [OL NSVIL 7OV[PaV W\ISPZOLZ [OL PUK\Z[Y`»Z VUS` WYVMLZZPVUHS QV\YUHS HUK H\thors articles in many publications HZ ^LSS HZ ILPUN X\V[LK PU [OL >HSS Street Journal, on CNN Money and in the Economist.

1\Z[PÄJH[PVU MVY 47: Moving to a managed print services model has a generous return on investTLU[ L]LU [OV\NO ZVTL VM [OL ILULÄ[Z HYL OPKKLU MYVT ]PL^ \U[PS H [OVYV\NO HUHS`ZPZ OHZ ILLU KVUL .L[[PUN JVYWVYH[L HWWYV]HS Z[PSS YLX\PYLZ HU L_LYJPZL PU Q\Z[PÄJH[PVU

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Control/Accountability – Accurately allocating costs and charge-backs, capturing billable activities, analyzing departmental and individual usage patterns

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Do you really know your printing costs? Have you included these factors? ( WYVMLZZPVUHS 47: HZZLZZTLU[ JHU ÄUK HUK LSPTPUH[L L_WLUZLZ `V\ KPKU»[ even know you had. Research by Photizo reveals that the average annual WYPU[PUN JVZ[ WLY LTWSV`LL PZ ;OPZ PZ Q\Z[ [OL V\[ VM WVJRL[ JVZ[ MVY HJX\PYPUN LX\PWTLU[ I\`PUN Z\WWSPLZ HUK THPU[LUHUJL 5V[ PUJS\KLK PU [OPZ ÄN\YL HYL 0; Z\WWVY[ JVZ[Z ^OPJO JHU IL LUVYTV\Z 7OV[PaV Z\Y]L`LK JVTWHUPLZ ^P[O LTWSV`LLZ HUK MV\UK HU H]LYHNL VM 0; OV\YZ HYL ZWLU[ each year supporting printers.

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:LJ\YL :WVUZVYZOPW HUK ( +LKPJH[LK 7YVQLJ[ 4HUHNLTLU[ Prepare Your Organization and Communicate Separate MPS Vendor Services From Hardware 2LLW [OL :[HNLZ PU 4PUK ,]HS\H[L [OL =LUKVYZ )HZLK VU 6IQLJ[P]L 8\HU[P[H[P]L +H[H

>HU[ [V RUV^ TVYL HIV\[ [OL Z[YH[LNPLZ MVY I\PSKPUN H Z\JJLZZM\S 47: program? =PZP[! ^^^ TWZPUZPNO[Z JVT ^OP[L papers/ and download he Best Practices for Starting and MPS Program white paper.

:[HNL 000 ¶ ;OL :VM[LY :PKL VM 47: A managed print environment is really a managed document environment - or H THUHNLK PUMVYTH[PVU LU]PYVUTLU[ 6UJL HU VYNHUPaH[PVU OHZ HJOPL]LK [OL ZH]PUNZ HUK LMÄJPLUJPLZ HZZVJPH[LK ^P[O YPNO[ ZPaPUN [OLPY Ã…LL[ VM LX\PWTLU[ HUK PZ TVUP[VYPUN [OLPY WYPU[ HJ[P]P[` [OL` ULLK [V SVVR LSZL^OLYL MVY TVYL 47: ILULÄ[Z *HW[\YPUN [OL PUMVYTH[PVU JVU[HPULK PU WHWLY HUK LSLJ[YVUPJ KVJ\TLU[Z HUK \ZPUN P[ [V PTWYV]L ^VYRÃ…V^ VY H\[VTH[L WYVJLZZLZ PZ [OL UL_[ Z[LW MVY THU` JVTWHUPLZ 5L^S` HJX\PYLK RUV^SLKNL VM KVJ\TLU[ \ZL HUK KL[HPSLK PUMVYTHtion about the departments or individuals who interact with documents allows companies to extend control to business processes beyond printing. :VTL VM [OL JVTTVU VWLYH[PVUZ [OH[ HU 47: WHY[ULY JHU OLSW [OLPY JSPLU[Z PTWYV]L HYL! ‹ ‹ ‹ ‹ ‹

Document scanning and routing Archiving and retention 0UMVYTH[PVU YL[YPL]HS :[HUKHYKZ LUMVYJLTLU[ (\[VTH[LK ^VYRÃ…V^

9LK\JPUN 7YPU[ PU [OL >VYRZWHJL @V\»]L HSYLHK` PTWSLTLU[LK HU 47: WYVNYHT HUK HYL UV^ SVVRPUN MVY PKLHZ [V M\Y[OLY PTWHJ[ [OL IV[[VT SPUL HUK PUJYLHZL manageability. In an article published in the MPS Insights Journal, 1VZO -LH[OLYZ 6MÄJL ;LJOUVSVN` ,UNPULLY H[ 5H[PVU^PKL 0UZ\YHUJL HUK 47:( IVHYK TLTILY WYV]PKLZ ZVTL ZPTWSL `L[ PUZPNO[M\S [PWZ MVY IVVZ[PUN `V\Y 47: WYVNYHT -PUKPUN HS[LYUH[P]LZ [V WYPU[PUN PZ [OL X\PJRLZ[ HUK LHZPLZ[ ^H` [V YLK\JL H JVTWHU`»Z JHYIVU MVV[WYPU[ KLJYLHZL JVZ[Z HUK PUJVYWVYH[L TVYL LMÄJPLU[ WYVJLZZ ^VYRÃ…V^Z /V^L]LY ZPTWS` HZRPUN `V\Y LTWSV`LLZ [V Z[VW WYPU[PUN PZU»[ SPRLS` [V ^VYR @V\ ULLK [V NL[ [OLT PU[LYLZ[LK PU HUK \UKLYZ[HUK [OL ILULÄ[Z +LWLUKPUN VU [OL VYNHUPaH[PVUHS J\S[\YL [OL PUMVYTH[PVU HUK [VVSZ YLX\PYLK TH` ]HY` ^PKLS` ;OLYL PZ UV KV\I[ [OH[ H JVSSLNL Z[\KLU[ ^PSS IL TV[P]H[LK KPMMLYLU[S` [OHU H IHUR THUHNLY 0[»Z PTWVY[HU[ [V JVUZPKLY HUK HKQ\Z[ `V\Y WYPU[ YLK\J[PVU WSHUZ HYV\UK `V\Y VYNHUPaH[PVU»Z J\S[\YL 7YV]PKL LTWSV`LLZ ^P[O NYHU\SHY PUMVYTH[PVU VU [OLPY V^U WYPU[PUN 2LLW PU TPUK ZVTL LTWSV`LLZ TH` JHYL TVYL HIV\[ [OL LU]PYVUTLU[HS PTWHJ[ VM [OLPY WYPU[PUN TVYL [OHU [OL JVZ[ [V [OL VYNHUPaH[PVU ;LSSPUN 1\SPL [OH[ ZOL \ZLK [YLLZ PU WHWLY WYV]LK [V OH]L H TLHUPUNM\S LMMLJ[ VU OLY WYPU[PUN ILOH]PVY L]LU HM[LY [OL JVZ[ VM WYPU[PUN KPKU»[ MHaL OLY ,UJV\YHNL `V\Y LTWSV`LLZ [V WYPU[ ZTHY[LY 6UL VM -LH[OLY»Z V^U Z[\KPLZ MV\UK [OH[ WLYJLU[ VM WYPU[ QVIZ HYL WYPU[LK [^PJL K\L [V TPZ[HRLZ THKL [OL ÄYZ[ [PTL WYPU[PUN 0M HZZVJPH[LZ OH]L [OL MVYLZPNO[ [V WYL]PL^ [OL KVJ\TLU[ LUK \ZLYZ ^PSS ZLL [OL ,_JLS ZWYLHKZOLL[ PZ NVPUN [V WYPU[ WVY[YHP[ ^OLU P[ ZOV\SK IL SHUKZJHWL 6O HUK P[ PZ NVPUN [V WYPU[ WHNLZ VM ISHUR KH[H ^P[O H MVV[LY [VV 9LTLTILY `V\Y JVTWHU` ^PSS YLHJO [OL M\SSLZ[ ZH]PUNZ WV[LU[PHS MYVT [OLPY 47: ^OLU `V\ OH]L HZZVJPH[LZ [OH[ HYL RUV^SLKNLable, responsible and accountable. ;V YLHK TVYL ILJVTL HU 47: 0UZPNO[Z 7YV TLTILY H[ ^^^ TWZPUZPNO[ZWYV JVT 47: 0UZPNO[Z 7YVZ YLJLP]L [OL IPTVU[OS` MPS Insights Journal and unlimited online access to the MPS Insights Community.

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What is MPS?

;OPZ MV\Y[O Z[HNL [LYTLK THUHNLK PUMVYTH[PVU ZLY]PJLZ YLWYLZLU[Z M\UKHTLUtally a new phase in communications management where a document-centric ^VYSK VM THUHNLK WYPU[ ZLY]PJLZ JVU]LYNLZ ^P[O [OL ^VYSK VM PUMVYTH[PVU [LJOnology outsourcing and integration. (U HK]HUJLK ÅLL[ PUMYHZ[Y\J[\YL VW[PTPaH[PVU PZ [OL MV\UKH[PVU MVY I\PSKPUN TVYL HK]HUJLK ^VYRÅV^ HWWSPJH[PVUZ /V^L]LY THU` 47: ]LUKVYZ HYL Q\Z[ UV^ NL[[PUN [OLPY HYTZ HYV\UK :[HNL (Z H JVUZ\TLY VM :[HNL `V\ OH]L [OL VWWVY[\UP[` [V PKLU[PM` ]LUKVYZ ^OV JHU WYV]PKL H JVTWSL[L :[HNL ZLY]PJLZ in addition to their MPS support. By consolidating vendors, organizations will YLHW L]LU NYLH[LY LMÄJPLUJPLZ HUK JVZ[ ZH]PUNZ ;OPZ HSZV YLWYLZLU[Z JOHSSLUNLZ `V\ T\Z[ L]HS\H[L ]LUKVYZ L]LU TVYL JSVZLS` [V KL[LYTPUL PM [OL` WYV]PKL H M\SS YHUNL VM 47: 0;6 HUK )76 ZLY]PJLZ

;OL 4HUHNLK 7YPU[ :LY]Pces AsZVJPH[PVU 47:( KLÄULZ THUaged print services as the active THUHNLTLU[ HUK VW[PTPaH[PVU VM document output devices and related business processes. ManHNLK WYPU[ ZLY]PJLZ PZ 56; H JSPJR charge, click-charge with meter reading or a marketing sales program.

Is MPS just for larger companies? 5V ,]LU ZTHSS JVTWHUPLZ ILULÄ[ MYVT 47: 5LHYS` OHSM VM JVTWHUPLZ ILULÄ[PUN MYVT 47: HYL ZTHSS and medium business

If I sign and MPS contract how long should I expect to be locked in? Most MPS contracts last three to Ä]L `LHYZ

Where can I learn more about building and growing a successful MPS program? As the leading research and conZ\S[PUN ÄYT PU [OL 47: PUK\Z[Y` Photizo provides reports and studies at www.photizogroup. JVT ;OL VUSPUL YLZV\YJL WVYtal, MPSInsights.com provides MYLL 47: UL^Z HUK PUZPNO[Z >L also encourage you to attend an 47: *VUMLYLUJL MVY 47: LK\cation, training and networking. =PZP[ ^^^ TWZJVUMLYLUJL JVT [V learn more.

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2010

2010

North America

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Stage 1 Stage 2 Stage 3

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Stage 2

Stage 3

Do you know how many hardcopy devices are present in your organization?

What percentage of your devices are being used at their optimal level of productivity?

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Is there a single point of decision THRPUN MVY [OL OHYKJVW` KL]PJL Ă…LL[&

When devices are under or over utilized, do you have a regular, methodical approach for identifying these devices and ensuring they are deployed correctly?

Do you know the total cost for operH[PUN `V\Y OHYKJVW` Ă…LL[ PUJS\KPUN supplies and maintenance costs)? Can users or departments procure desktop devices independently?

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Do you have a program for addressing the ‘cultural’ issues which are often associated with transitioning from personal printers to a ‘workgroup’ OHYKJVW` KL]PJL Ă…LL[&

Does your hardcoW` Ă…LL[ OH]L [OL functional ability to implement elec[YVUPJ ^VYRĂ…V^Z PU [OL WSHJL VM WHWLY ^VYRĂ…V^Z& Do you have H JVYWVYH[L VY KP]PZPVU strategy for retention? Are you actually executing consistently with this strategy?

Can yV\ TLHZ\YL JVZ[ ZH]PUNZ VY cost avoidance) associated with your MPS contract? Do you have long term cost manageTLU[ NVHSZ MVY `V\Y Ă…LL[&

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