A successful Managed Print Services strategy requires a clear definition of the goals to be achieved. Most vendors would say that the goal is simply to replace the devices on the network with their (new) devices. That is not a strategy and in no way represents the best interests or the true business needs of the client. From the client perspective, a managed print services strategy should include discussion of these key points:

• Provide better customer service through improved access to information
• Create a competitive advantage
• Improve quality of customer-facing documents
• Effectively incorporate color in business documents
• Compliance, Regulatory, Security
• Streamline processes
• Develop processes that are concurrent instead of linear
• Right-size and right-purpose the output fleet
• Control supply costs
• Control supply inventory-provide just in time supply
• Automate meter reporting of devices
• Contain provisions for proactive service to reduce or eliminate downtime
• Manage the lifecycle of output devices
• Reduce or eliminate desktop printing
• Provide cost effective print output based upon rules and permissions
• Decrease waste/environmental impact
• Develop an ongoing review schedule to measure, manage, and improve

The next step of the process is to measure actual hard costs involved in the output of documents. This baseline assessment is used as the starting point for developing the client’s document strategy. Information gathered during this step should include:

• Meters from the various output devices
• Current practices on toner ordering and stocking
• Specifics of device maintenance (handled internally, outsourced)
• Purchase Order and Invoice process
• Document output trends within the business

According to Gartner Research, only 10% of office document costs relate to equipment, supplies and service. For every $1 spent on equipment, supplies and service, another $9 is spent on overhead costs such as IT and helpdesk support, infrastructure, procurement, end user time, and management expense. Many times, this is referred to as soft costs-but in the real world, it has to be paid for with hard dollars.

Analyzing the data collected requires a high degree of objectivity. Without this objectivity, the document and print assessment will likely be focused on hardware technology, not the business needs of the client. After collecting the data, the following areas should be examined:

• Determine the average monthly volume on the various devices
• Define the supply and maintenance costs using factors determined during the measurement process
• Determine current service needs
• Obtain input from end users through use of a survey to determine their satisfaction with current products and process.
• Locate areas for process improvement by meeting with departmental managers and end users of the devices
• Present a facts based analysis of the current environment
• Compare the document output trends of the business to the industry or vertical market

Based upon the print services strategy defined above, use the data to determine ways that processes can be improved. Some of the improvements that could become a part of the recommendations are:

• Explore document management (imaging) as a method of increasing customer service as well as meeting compliance, regulatory, or security needs and as a way to reduce print output and waste
• Place print devices in an all-inclusive management program
• Identify and retire legacy or problem prone devices
• Develop a process to manage color output, moving output to networked and managed devices that can also incorporate color control capabilities
• Optimize the total number of devices, models, vendors, etc.
• Increase device utilization by right-sizing and right-purposing the fleet

Continuous monitoring and ongoing measurement is required to ensure that products and processes are meeting the defined benchmarks. The goals of Managed Print Services should be to reduce total costs, reduce the amount of printing, reduce the number of devices, reduce the number of manufacturers and models, and to reduce the number of vendors. All of this results in control of costs and continuous improvement of processes. Some of the items to be considered:

• Service Level Agreements (measurement of uptime, first call effectiveness, etc.)
• Automated meter reads and reporting
• Scheduled meetings between the partners to discuss challenges and opportunities to explore latest trends
• A commitment to education of the client
• Continuous development of the partnership with a goal of alignment with the goals of the client

So, how can ImageWORKS help? Our Image Management Consultants are trained professionals in document and print management. They bring years of expertise and experience within the industry to you. The goal of the IMC is to assist you in defining your strategy, analyzing the data gathered and providing you with best practice recommendations that address your business objectives. Their approach ensures the success of your project and helps you to be a good steward of your company’s resources.