Dec 21, 2013

Good reviews should be done using current device detail.  When presented, reviews should be done in a way that conveys benefits to the end user.  Conducting Managed Print Service Business Reviews – Part I introduced the MPS business review process.   In Part II – Discovery, focus was brought to the process with the topics of “Attendees”, “Objective Review” and “Discovery” being discussed.  It was also suggested that the dealership put a leader in position to oversee and drive the process for inception to presentation.

This segment will offer ideas to consider when completing ‘Data Analysis’ and developing an ‘Improvement Plan’ … Or in other words, preparing for the business review.  The series will conclude with a discussion on ‘Business Review Presentation’ and ‘Review Follow up’ sessions in Part IV.

Data Analysis

I am often asked, “How long should the assessment take?” The goal should be to return relevant information to the end user in a timely manner from data recently obtained.If one gathers reported information for 90 days then takes another 30 to assemble and analyze the data and weeks more to prepare a report, the account review will be stale as more than four to five months may have lapsed since it was begun.

The key to an effective manage print services review is to gather relevant data and process the collected information quickly.Conducting an assessment during the summer at a school or university would be ill advised as would a review of the printing habits of a business that has multiple closures during the holidays.Information should be gathered and analysis completed during times when printing is done.

Likewise, it is important to gather data from ALL printers, not just the ones that are easy to locate.An effective review takes into account not only machines in printing hubs or copy centers, but those attached to people’s workstations as well.If data is missing from any of the machines that print, it will be impossible to make effective and cost savings business recommendations.

So let’s assume data can be gathered from all the printing devices at the business location, and let’s further assume this data is obtained during normal printing cycles … i.e.: during billing cycles when invoices are printed or during inventory management sessions or when product shipping occurs.

Each business will be different, but all will have typical or “normal” printing cycles. When information is obtained during these times, the review can be given in just four to eight weeks after it was begun. The review can begin when the data collection software (DCS) is installed.The dealership’s MPS team can start the analysis as soon as initial volumes start be flow in.

The customer’s supply inventories (safety stock and “bad inventory”) can be discovered

• Supply and service invoices can be obtained

The device inventory can be confirmed

• Device connectivity can be established
• Problematic device reporting will be uncovered
• Configuration pages can be generated on devices not connected to the network
• Problematic device utilization will be discovered

Cost of ownership / cost per page analysis can be prepared using:

• Gathered page volumes
• Entry of cartridge fill ratios
• Input of gathered supplies and parts costs
• Entry of labor / preventative maintenance costs
• Verification of cartridge yield accuracy
• Entry of recommended equipment realignment, parts, supplies and service costs (showing potential cost savings)

Device status reporting along with reporting accuracy will be revealed

• Some devices may have multiple challenges

The data collection software will provide metering detail for volume analysis to be completed.  There is little reason for managers to do manual calculations any longer; some software products have built-in Total Cost of Ownership utilities, while others may have options for import and can upload to widely used industry tools.

Improvement Plan

Dealers should use the tools they have available, assembling the data into usable presentation formats.  Reviews can be prepared with slides or plates showing “Current State of Imaging Fleet” followed by “Discoveries (good and bad)” and conclude with “Corrective Actions to be Taken”, “Recommendations” and/or “Long Term Goals to be Accomplished”.  Consider including the topics below in the business review:

Current State of Imaging Fleet

• Imaging device inventory
  • Device location / placement
  • Age of the fleet
  • Monthly page output by machine
• Identify Machines that:
  • Need firmware updates
  • Have connectivity challenges
  • Are late reporting or do not reliably report
  • Have problematic utilization over / under manufacturer’s recommendations
  • Do not report toner information in high accuracy
  • Need toner
  • Do not report maintenance information
  • Need maintenance and/or service
• Supplier of consumables
• Servicer of business machines

Discoveries (good and bad)

• Imaging fleet operating costs (cost of ownership)
  • Determined as device volumes are accumulating using customer supplied supply detail
• Supply Inventory
  • Toner stock on hand matches fleet
• Cost of Supplies
  • Determined by obtaining past invoices
• Cost of Service
  • Determined by obtaining past invoices
• Non-manageable machines
  • Due to connectivity, age, reporting ability, reporting accuracy, etc.
• Unnecessary equipment
  • Due to low volume, machine inefficiency, manageability, etc.

Recommendations

• TCO / CPP analysis
• Disposition of “non-manageable” machines
• Disposition of unnecessary equipment
• Network devices for greater efficiency and reporting accuracy
• Provide supply fulfillment
  • Just in time supply delivery with limited safety stock on hand
• Provide service fulfillment
  • Just in time service with regularly scheduled preventative maintenance checks
• Provide fleet management
  • Monitor fleet for print output anomalies

Long Term Goals to be Accomplished

• Consolidation of the imaging fleet / reduce overall fleet size
  • Limit the fleet to similar models that use common parts and supplies
• Replace older, unnecessary machines with new efficient equipment in print centers / hubs
• Reduction in print and associated operating costs

Managed Print Services

• raises cost awareness
• provides opportunity for a proper device mix
• allows proposals for machines based on actual output volume
• helps make the provider a better business partner

… In Summary

Preparing the business review is an essential part of the upcoming presentation.  Without key components, the business receiving the review will be left with an incomplete solution.  During the discovery phase the pieces of the puzzle can be fitted together so when analysis begins, much of the work is already completed.

Be sure to gather information when print cycles occur as every component is affected: printers, MFPs and copiers are in use, toner is depleting, and devices may be getting service updates.  Conducting a review during an off-peak printing time will not yield beneficial results.

When laying out the data for the review presentation, be sure to include a current state of the fleet so a baseline can be established. From there the review can detail other findings and be sure to include the bad with the good.  After all, the goal is to offer an improved process over the one the customer is currently using.  Finally make recommendations that show long term improvement.How the improvement plan is laid out is up to the person or people that will be presenting.  Be certain the development of the plan takes into account all of the findings and is presented in a way that shows benefit to the customer.

And remember, preparation is an essential part in the overall MPS business review process.