Managed Print Services: High-impact Technology - What You Need to Know: Definitions, Adoptions, Impact, Benefits, Maturity, Vendors

Kevin Roebuck

Description

Managed Print Services (MPS) involve managing hardcopy device fleets (copiers, printers, multifunction devices, and fax machines) in a unified fashion. Whilst this can be done internally, the term is typically associated with outsourcing the fleet to an external vendor.

This book is your ultimate resource for Managed Print Services. Here you will find the most up-to-date information, analysis, background and everything you need to know.

In easy to read chapters, with extensive references and links to get you to know all there is to know about Managed Print Services right away, covering: Managed Print Services, Management as a Service, Outsourcing, Sales outsourcing, Outsourcing of animation, Application Management Services Framework, Avasant, Caliber Point, Cloud storage, Contact centre (business), Counsel On Call, Crowdsourcing, Divestment, E-lancing, Editorial process outsourcing, Employee exit management, Engineering process outsourcing, Global eProcure, Amar Gupta, Harvey Nash, Hybridshoring, Induction programme, Information technology, Inshoring, Intelligent customer, IQor, Legal outsourcing, LEO (computer), Managed security service, Managed VoIP Service, Media Process Outsourcing, MITIE Group, Nearshoring, NetRom Software BV, Offshore Development Center, Offshore software R&D, Offshoring, Offshoring Research Network, Online outsourcing, Oregon Bridge Delivery Partners, Original equipment manufacturer, Outsource marketing, Outsourced document processing, Regional insourcing, Outsourcing Solution Director, Personal offshoring, PFSweb, Print and Mail Outsourcing, Programmers Guild, RELEX Group, Request for proposal, Rural outsourcing, Selfsourcing, Service level agreement, Service level objectives, Service review, Socially responsible outsourcing, Software testing outsourcing, Sourcing advisory, Strategic sourcing, Technical support, Transfer of Undertakings (Protection of Employment) Regulations 2006, Transformational Outsourcing, Transition methodology, Virtual airline (economics), VSoft Corporation, VSoft Technologies Private Limited, Website Management Outsourcing, Advanced 365, Application service provider, Automated attendant, Business service provider, Customer experience, Customer experience systems, Employee experience management, The Experience Economy, Freightgate, Functional branding, Industrialization of services business model, Institute of Customer Service, Integrated customer management, Internet hosting service, IP Managed VAS, Managed services, Night service, ORBIT Systems, Inc., Quality (business), Queueing theory, Reverse bounty, Service (economics), Service climate, Service delivery framework, Service design, Service dominant logic (marketing), Service economy, Service mark, Service provider, Service recovery paradox, Service Science and Engineering, Service Science, Management and Engineering, Service system, Services marketing, Shared services, Software as a service, Suggestion box, YSoft

This book explains in-depth the real drivers and workings of Managed Print Services. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Managed Print Services with the objectivity of experienced professionals.

Sujets

• Computers
• Informatique

Informations

• Publié par: Emereo Publishing
• Date de parution: 24 octobre 2012
• Nombre de lectures: 0
• EAN13: 9781743046173
• Langue: English
• Poids de l'ouvrage: 7 Mo

Extrait

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Contents

Articles Managed Print Services Management as a Service Outsourcing Sales outsourcing Outsourcing of animation Application Management Services Framework Avasant Caliber Point Cloud storage Contact centre (business) Counsel On Call Crowdsourcing Divestment E-lancing Editorial process outsourcing Employee exit management Engineering process outsourcing Global eProcure Amar Gupta

Harvey Nash Hybridshoring Induction programme Information technology Inshoring Intelligent customer IQor Legal outsourcing LEO (computer) Managed security service Managed VoIP Service Media Process Outsourcing MITIE Group Nearshoring NetRom Software BV

1 4 4 10 12 13 15 17 19 21 22 24 31 32 33 34 34 35 36 42 42 44 45 47 48 48 50 53 56 58 59 60 63 64

Offshore Development Center Offshore software R&D Offshoring Offshoring Research Network Online outsourcing Oregon Bridge Delivery Partners Original equipment manufacturer Outsource marketing Outsourced document processing Regional insourcing Outsourcing Solution Director Personal offshoring PFSweb Print and Mail Outsourcing Programmers Guild RELEX Group Request for proposal Rural outsourcing Selfsourcing Service level agreement Service level objectives Service review Socially responsible outsourcing Software testing outsourcing Sourcing advisory Strategic sourcing Technical support Transfer of Undertakings (Protection of Employment) Regulations 2006 Transformational Outsourcing Transition methodology Virtual airline (economics) VSoft Corporation VSoft Technologies Private Limited Website Management Outsourcing Advanced 365 Application service provider Automated attendant Business service provider

65 66 68 77 86 90 91 92 93 93 94 95 96 100 103 105 106

108 108 111 114 115 116 117 118 119 120 124 128 129 130 131 133 134 136 138 140 141

Customer experience Customer experience systems Employee experience management The Experience Economy Freightgate Functional branding Industrialization of services business model Institute of Customer Service Integrated customer management Internet hosting service IP Managed VAS Managed services Night service ORBIT Systems, Inc. Quality (business) Queueing theory Reverse bounty Service (economics) Service climate Service delivery framework Service design Service dominant logic (marketing) Service economy Service mark

Service provider Service recovery paradox Service Science and Engineering Service Science, Management and Engineering Service system Services marketing Shared services Software as a service Suggestion box YSoft

References Article Sources and Contributors Image Sources, Licenses and Contributors

142 144 145 146 148 149 150 151 152 153 154 155 156 157 158 161

165 166 175 176 178 183 187 190 191 191 192 193 198 202 205 209 214 215

217 223

Article Licenses License

224

Managed Print Services

Managed Print Services

Managed Print Services(MPS) involve managing hardcopy device fleets (copiers, printers, multifunction devices, and fax machines) in a unified fashion. Whilst this can be done internally, the term is typically associated with outsourcing the fleet to an external vendor.Managed Document Serices(MDS) is a close relation to MPS where [1] vendors consider the service to be wider than simply print.

MPS/MDS are a subset of the broader Managed Services market, although MPS/MDS have unique applications for an organization. There are many definitions of MPS in the market place ranging from rebranding of break-fix contracts to outsource contracts with on-site staff. The only known definition of MPS for which the major vendors have reached consensus [2] was Intellect UK's in 2009.

The core aspects of MPS are defined as: 1. Management information with consolidated billing 2. Proactive maintenance of the equipment fleet 3. Ongoing optimisation of the environment throughout the contract life There are a wide variety of other services and software applications that can be added to this core.

This diagram shows a core focus on print rather than printers, 3 core elements and several optional elements in the outer ring.

MPS Core features.

MPS are facilitated by key software applications that fall into one of four categories: 1. Print Management software to manage the volume and nature of print and authenticate users 2. Device Management software to monitor and manage the print devices in an environment 3. Discovery and Design Software to analyse and plan for the change required in implementing a MPS 4. Scan Routing software to route scans to various destinations including fax servers, network folders, email or workflows The MPS Providers vary in size, abilities, and hardware/software supported.

1

Managed Print Services

Four Groups of MPS Providers There are four main groups of organisation type that are engaged in MPS.

OEMs Such as Canon, HP, Konica Minolta, Kyocera, Lexmark, Oc`, OKI, Ricoh, Sharp, Toshiba and Xerox. Although historically partisan many OEMs are providing brand independent MPS with their managed service arms. [3] This de-focus away from unit shipment targets is a key trend in this space.

Systems Integrators Such as Accenture, Capgemini, Computacenter, Fujitsu Services, Steria and SCC. These organisations have looked to append MPS to their wider Managed Service contract with clients. In many cases these services are subcontracted to other providers.

Managed Service Provicers - IT and Copier resellers There are a large number of companies in this area typically focusing on the SMB space.Annodata Ltd are a good example of a specialist organisation delivering specific managed services to both SMB and corporate clients.

Supplies Based Providers Such as Staples or Office Depot. Supliers Based Providers have moved into MPS to protect the errosion of their consumables sales to MPS contracts. Some businesses in this category have reported reductions in transactional toner sales of up to 5% per month. MPS is therefore of strategic importance to these companies.

Analysts Traditionally Gartner, IDC and Infotrends have been the analysts in the printer field. The Photizo Group was the [4] [5] [6] first and is still the only analyst firm to focus solely on this space. The firm launched the first dedicated Managed Print Services conference, created the Hybrid Dealer model, first published the 3 Stage customer adoption [7] [8] model, and published the first (and only) dedicated publication for MPS, the MPS Insights Journal. With the market becoming increasingly complex new analysts have also appeared to provide more focus on MPS. The leading analysts in this area now include: [9] [10] [11] [12] [13] Bradham 360 , Cap Ventures/Infotends , Gartner, Photizo , IDC and Quocirca .

Independent Consultancy Practices There are a number of vendor independent consultancy practices providing independent advice (not providing MPS themselves) to customers that help them go to market including analysis, business case creation, RFP creation and ongoing optimization support. [14] [15] North America: NewField IT based in the USA, Print Operations Group based in Canada [16] [14] [17] Europe: DocuConsult (NL & B) , NewField IT (UK & Ireland) and MC2 (D)

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Managed Print Services

Further reading [18] There are a number of independent whitepapers on the subject available at: Source of independent white papers [19] There is a Managed Print Services Association MPSA Website [20] There is a current affairs website for the MPS Industry MPS Insights [21] Blog by well known Industry pundint The Death of the Copier

References [1] Ricoh refer to their MPS as a MDS: ( Ricoh (http://ricoh-usa.com/services_and_solutions/mds/managed_document_services.aspx)) [2] Intellect are the UK Technology Company Trade Association at which all the OEMs in this space are represented ( Intellect (http://www. intellectuk.org/business-guidance/4848/)) [3] Xerox in particular have been focused on vendor agnostic services with their Xerox Printing Services and Xerox Partner Printing Services ( Xerox (http://www.xerox.co.uk/consulting/office-printing-services/engb.html)) [4] http://analystdirectory.barbarafrench.net/detail/firm/photizo-group/ [5] http://www.prlog.org/10202268-photizo-group-hosts-first-annual-managed-print-services-conference-xerox-serves-as-platinum-sponsor. html [6] http://thedeathofthecopier.blogspot.com/2009/12/photizo-group-announces-call-for.html [7] http://www.photizogroup.com/information-hub/ [8] http://www.mpsinsights.com/insights-journal/ [9] http://www.bradham360.com/ [10] http://www.infotrends.com/public/home.html [11] http://www.managed-print-services.com/ [12] http://www.idc.com/home.jsp [13] http://www.quocirca.com [14] http://www.newfieldit.com [15] http://www.printopsgroup.com/ [16] http://www.docuconsult.nl/ [17] http://www.mc-2.de [18] http://www.newfieldit.com/resources--downloads/white-papers.html [19] http://yourmpsa.org/index.php [20] http://www.mpsinsights.com/ [21] http://thedeathofthecopier.com/

3

Management as a Service

Management as a Service

Management as a service([MaaS]) is when Management is offered as an outsourced service to organizations. With MaaS, an organization may decide that a particular management function is not core to their business and can be entrusted to an expert service provider. Another motivation for Management as a Service is when an organization is in transition between management incumbents and then contracts an interim candidate to fulfil the function while a new incumbent is recruited. A third application relates to organizations that require a spread of management capability without the ability to employ said scope (due to cost or scale constraints), and therefore contracts management services where the service provider makes available parts of a skilled management labour force to oversee the client's management requirements. The client pays for what is used, but has access to the whole management landscape. The acronym for Management as a Service relates to a similar offering in the I.T. industry called Software as a Service (Saas) that is known for business service outcomes on a pay-as-you-go model. The organization contracting SaaS, and similarly MaaS does not have to provision the supporting infrastructure, or in the case of management, the supporting systems for delivering a desired outcome. It can be contracted on an as needed basis in part or in full as a complete outcome with supporting requirements included.

Outsourcing

[1] Outsourcingorsub-servicingoften refers to the process of contracting to a third-party.

Overview A precise definition of outsourcing has yet to be agreed upon. The term is used inconsistently. However, outsourcing is often viewed as involving the contracting out of a business function - commonly one previously performed [2] in-house - to an external provider. In this sense, two organizations may enter into a contractual agreement involving an exchange of services and payments. Of recent concern is the ability of businesses to outsource to suppliers outside the nation, sometimes referred to as offshoring or offshore outsourcing (which are odd terms [3] [4] [5] [6] [7] because doing business with another country does not mean you have to go offshore. ) In addition, several related terms have emerged to grasp various aspects of the complex relationship between economic [8] [9] [10] organizations or networks, such as nearshoring, multisourcing and strategic outsourcing.

Reasons [11] [12] [13] [14] Organizations that outsource are seeking to realize benefits or address the following issues: • Cost savings—The lowering of the overall cost of the service to the business. This will involve reducing the scope, defining quality levels, re-pricing, re-negotiation, and cost re-structuring. Access to lower cost economies through offshoring called "labor arbitrage" generated by the wage gap between industrialized and developing [15] nations. • Focus on Core Business—Resources (for example investment, people, infrastructure) are focused on developing the core business. For example often organizations outsource their IT support to specialised IT services companies. • Cost restructuring—Operating leverage is a measure that compares fixed costs to variable costs. Outsourcing changes the balance of this ratio by offering a move from fixed to variable cost and also by making variable costs more predictable.

4

Outsourcing

• Improve quality—Achieve a steep change in quality through contracting out the service with a new service level agreement. [16] • Knowledge—Access to intellectual property and wider experience and knowledge. • Contract—Services will be provided to a legally binding contract with financial penalties and legal redress. This [17] is not the case with internal services. • Operational expertise—Access to operational best practice that would be too difficult or time consuming to develop in-house. • Access to talent—Access to a larger talent pool and a sustainable source of skills, in particular in science and [3] [18] engineering. • Capacity management—An improved method of capacity management of services and technology where the risk in providing the excess capacity is borne by the supplier. • Catalyst for change—An organization can use an outsourcing agreement as a catalyst for major step change that can not be achieved alone. The outsourcer becomes a Change agent in the process. • Enhance capacity for innovation—Companies increasingly use external knowledge service providers to [18] [19] supplement limited in-house capacity for product innovation. • Reduce time to market—The acceleration of the development or production of a product through the additional [20] capability brought by the supplier. • Commodification—The trend of standardizing business processes, IT Services, and application services which enable to buy at the right price, allows businesses access to services which were only available to large corporations. • Risk management—An approach to risk management for some types of risks is to partner with an outsourcer [21] who is better able to provide the mitigation. • Venture Capital—Some countries match government funds venture capital with private venture capital for [22] start-ups that start businesses in their country. • Tax Benefit—Countries offer tax incentives to move manufacturing operations to counter high corporate taxes within another country. • Scalability—The outsourced company will usually be prepared to manage a temporary or permanent increase or decrease in production. • Creating leisure time—Individuals may wish to outsource their work in order to optimise their work-leisure [23] balance. • Liability—Organizations choose to transfer liabilities inherent to specific business processes or services that are outside of their core competencies.

Implications

Management, the corporation and consumers

Management processes Greater physical distance between higher management and the production floor employees often requires a change in management methodologies, as inspection and feedback may not be as direct and frequent as in internal processes. This often requires the assimilation of new communication methods such as Voice over ip, Instant messaging, and Issue Tracking Systems, new Time management methods such as Time Tracking Software, and new cost and schedule assessment tools such as Cost Estimation Software.

5