The Next Managed print Services Event

“Wrath”- One of my favorites

Another stage, power point, round table, expert panel and cast of hundreds looking to commune and see the “new MPS” …again. I've witnessed multiple iterations and others broken promises since 2007. I’ve attended many such gatherings and presentations: Lyra, Photizo, ITEX, ReCharger, MWAi Executive Summit. I’ve spoken with thousands of customers, hundreds of resellers all the OEMs and countless dealers about MpS, copiers, printers, toner, managed services and the like.

Now, a new effort is in town. The "Top 100 Summit" focusing on the future of managed print services; "MPS is Changing" is the tag-line.

In the beginning, managed print services was mocked for being nothing more than facilities management or copier-service on laser printers. Something the more “forward" thinking copier providers and OEMs had ‘been doing for decades’ - not really.

But even back then, in the frenzied years of possibilities, there were those who saw managed print services literally; a service that managed print. Some of us understood ‘print’ to be any media - from 8.5x11 to voice mail. Further, we recognized this managed service as a path to higher thought, more relevancy and a foundation for a sustainable business model not increased shelf space, capturing clicks, or trapping clients in 60 month contracts.

We knew the future of print had less to do with copiers, printers, ink or toner hitting paper. We eagerly embraced the talk tracks and value props around ‘more efficiency in the office’, reduction in costs and optimizing the print environment - and we meant it.

We attended new and interesting shows. In April of 2009, Photizo ushered in this bold new concept and talked about managed print services well before ANY other pundit, consultant, training house, OEM, toner remanufacturer or copier dealer - yes there were a few true managed print services providers but most of the traditional imaging industry either explained away the movement as ‘just another gimmick’ or claimed to have been in managed print services for “25 years”.

We believers "...gave the Future to the winds and slumbered tranquilly in the Present, weaving the dull world around us into dreams.” Designing a future of connected devices, less print and optimized business environments. Yet, like most promises, our dreams were burned away by the reality of equipment quotas and dogma; more specifically, in toner and ink.

Spin the dial six years into the future and it seems who can spell “MPS” can sell “MPS”. Bags of ink are the new MpS. Analytics are the new MpS. Copier service is the new MpS. Despite consistently declining equipment placements, shuttered paper plants and industry lay-offs, increasing print volumes are the new MpS. It is an upside-down world.

 The Universe according to Greg:

• Print Analytics - Who Cares? We do, but do our clients?
• Ink vs. Toner - Who Cares? We do, but do our clients?
• Print is not dying - Ignorance is bliss.
• Managed (IT/Network) services is the future - Oh, really? Even the IT guys understand MS is short term - look up Software Defined Workspace.
• Print volumes have been going up - rearranging the deck chairs, nobody is creating new "clicks".

So what about all this?

Is it still the doom and gloom era? Not really. But no matter how many round tables, expert panels, sales classes, consulting services, or business transformations our industry attends or participates, we’re all simply talking to ourselves; alone in the dark. Until we stop looking at our prospects as ‘targets’ to be ‘trapped in an agreement’ or design ‘sticky’ marketing schemes and start ‘solving’ instead of ‘selling’ those who do survive, will wander the the abyss; shadows of the once might ‘copier industry’.

Which brings me to the Top 100 Summit. Will we usher in a new era? Will the sins of our past support positive change or drag us into the depths of irrelevance?

Big questions and unseen answers.

I suspect we’ll have a great time. I see us sharing new ideas and expressions of hope. Ultimately, what really matters, is how everyone feels 72 hours after the show; sinful and atoned or raptured ignorance.



Get more, here.

September 11, 2001 - September 11, 2015

For as long as I can remember, I've played this video on 9/11.  Super Bowl 2002, months after the attack, our country was numb and jumpy.

Well before self-loathing americans started calling our movements in the middle-east "invasion" and "occupation", patriotism was on every street corner.

I remember that night; I remember seeing it live.  I can't tell you the football teams playing, but I can say it was one of the deepest, moving TV moments, ever.

U2 - that Irish rock band, stood up on the world stage, honoring the greatest country on earth and her fallen citizens.  Names float to the sky, as the rousing "Where the Streets Have No Name" beats on.  The song, second of the half-time set,  was written about a place without class stigma, where the distinction between religions and income are no more; a World Without Sin?

Bono ends the tune exposing the Stars and Stripes - Triumph.

Here we are, 14 years laters - The Twin Towers, replaced by that defiant Freedom Tower, slip deeper into fog with each passing 911.  The threat remains the same, if not more pronounced.  Do you honestly feel safer now than you did that faithful day of empty skies, September 12, 2001?

Day of cogitation: What have I learned in these 14 years?

1. Nothing lasts forever, life is fleeting...
2. Suffering is a choice...
3. Like "tears in the rain", ALL promises eventually drown...
4. Every turn, every occurrence, is exactly as it should be...
5. Relationship is EVERYTHING...

After 25 years, I recently reconnected with a special woman.  We met, we remembered, and just like we had so many times two and half decades ago, we talked under the stars into the small hours; faces hurt after so many smiles.

Yet, like the intersection point on the infinity sign, we went our separate ways, cherishing the memories and recognizing our past holds more than any possible future.

Relationship.

"You see me now, who I've become and still, you make me feel beautiful, inside and out."

On this day of reflection, consider not only the ones who've helped you see who you are, but remember the hearts you've "imprinted"; son's, daughters, mothers, fathers, friends, lovers and ex-lovers, customers and co-workers.  Be gratified knowing you've changed somebody's life for the better - we all have.

Take time to remember those on the 98th floor, at 8:47 AM, sipping a Starbucks, considering a sales forecast or the regret of not saying "I love you, I always will..." on that morning, 14 years ago.

"I want to run

I want to hide

I want to tear down the walls

That hold me inside

I wanna reach out

And touch the flame

Where the streets have no name..."

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Things IT People Never Say

This is funny - because it's true. Shot on location, some of the actors are PDS employees.

"Still nothing better than a RoloDex..."

"Printers always seem to just work..."

"I like to think of it as the Blue Screen of Life..."

HP Inc. — Will It Make a Difference?

The papers are served and signed. Finances and property equally assigned, all “proper” procedures dutifully, if not coldly, have been followed and filed. She said separating was for the best, months after announcing “we’re better together.”

Now comes the hard part. “You take those, I don’t need them. Oh, this is yours. You brought it with you.” Reliving each memory again and again with every packed picture frame — the Christmas trees, fireside chats, corporate presentations — all “tears in the rain.”

Not all spit-ups are the same, indeed this is an atypical separation as both parties retain their last names — "Hewlett" and “Packard."

The biggest split-up in imaging history is about to take place as HP splices, creating two $55 billion companies, HP Enterprise and HP Inc. HP Inc. will offer PCs and printers with HP Enterprise pitching professional services and everything else.

Not since IBM created and then spun Lexmark has there been such a move.

So what does this mean for printers, copiers, and managed print services? In my calculation, HP Inc. could usher in the last “Golden Age” of office print — again.

Here’s my SWOT analysis:

Strengths — Too big to fail

By all indicators, HP Inc. will be a $55 billion corporation with...

Read the rest, here.

Why You Need a Print Policy

...with Print Policy design and execution...

There's a movement, on the provider, not the customer side, pushing the relevancy of print metrics to your business analytics.  For instance, some are twisting print volumes and the number of devices into relevant, actionable information.  As if knowing how many color prints were duplexed between Monday and Thursday, in July of 2013, has any impact on EBITDA.

In an even more ludicrous folly, experts in the industry are aligning usage figures with business intelligence (BI).  

Wait, what?

For providers of managed print services, knowing the turbulent usage patterns will help manage the decrease in print.

But end-users don't care all that much and CIOs care even less. 

I put forth this idea: before entertaining the idea of 'business intelligence' based on print history, consider a Print Policy.

Every organization looking to optimize or manage the costs associated with creating, moving, and presenting information in the form of a document, should first invest in developing a strategic Print Policy.

The Policy should:

1. Document all internal processes associated with the support of information in the form of documents
2. Put in place  practices that support the organization's mission
3. Carry the approval of Executive/C-Level leadership
4. Be a 'living document'

Developing an internal Print Policy is daunting requiring input and support from multiple layers and departments.  Seeking assistance from outside the organization is a good idea. Yet trusting a firm that sells devices intent on printing, seems counter-intuitive.

I recommend working with your IT firm.  If your IT partner is a big-box, commodity-based entity or lacks basic expertise in the print and copy niche, feel free to reach out to me and I will try to connect you with a good match.

Stay tuned - the next post will be, "Who to work with when designing your Print Policy: The Copier/Printer/Imaging or IT folks?"

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Designing a Print Policy Supporting the Organization’s Goals and Mission Statement. Step One: Who are you?

2015

The definition of a Print Policy

“A Print Policy is the documented outline of procedures, illustrating the organization’s current output-related decision-making processes. This policy is endorsed at the highest level of executive management, contains milestones, and supports the organization’s business goals.”

Step One
A majority of organizations do not put in place a formal Print Policy. The process is complicated but the payoff is worth the effort. The first step with most projects of significance is the most important. So what should you do when starting a Print Policy project?

Every journey begins with a step. In designing a print policy, the first step is understanding who you are, what you do, and why you do it. “Knew” thy self.

Why does your organization exist?
This is not a trivial step. Building a program that supports the goals of the organization, adds to the relevancy of the project in a universal manner. This is important. As end users begin to hear about change, they will ask, “Why?”. Once your project goals match the organization’s, presenting the ‘why’ is easier and understood by all.

For example, if your mission includes, “…improve the health of the community….” crafting a message to explain how your print program improves the “…health of the community…” is clarifying.

All you need is a few people around the table, a clean whiteboard, and the company’s mission statement. That’s all. Started by asking, “How is this print project going to help us show we are contributing to the health of the community?”

Don’t overthink. Give it 40 minutes and settle upon a project value proposition statement. The statement is your talisman, a touchstone in the project. As the project progresses and questions arise, reflect back to the statement for guidance.

This exercise results in a most important deliverable — in a word relevance.

Your IT project is not thought of as a top-down, IT-driven set of corporate rules. But rather a goal the entire organization can aspire to achieve, with the help of IT.

Today’s turbulent business conditions present an opportunity for IT.

The right set of circumstances exists for IT to contribute to the health of the company and establish relevance with a concise and relevant Print Policy.

It all starts with "Who Are You..."

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Claytronics, Programmable Matter - Forget 3D printing.

Re-post, 7/20/2012.

3D printing has absolutely nothing to do with printing - it has everything to do with manufacturing.

But 3D Printing is just the tip of the spear. Much like the first connected vending machine, back in 1999, 3D printing will be remembered as a triviality, less than the Stanley Steamer - forgotten.

Why? 3D printing uses "reductive" or "additive" modeling which is useful, but not all that sophisticated. Once a model is "carved out" or "glued together", it remains just that, a model. More complex models can be assembled in this manner; shoes, jewelry, gears, and machinery. Not bad...but there's more.

If one could combine nano-technology, with autonomous computers - let's call them 'Catoms' - and let's say there are millions of these tiny little 'bots each physically connected and universally tasked to move and act in unison - now that would be something.

Well, strap in all you shape-changing wanna be's, the future of everything is upon us, again.

It's not print, it's not printing. It's closer, once again, to the HoloDeck and Replicator of Trek.

A couch that can turn into a chair...

A tablet that can becomes a PC...

A semi-truck that can transform into a ...

The Missed Opportunities in Managed Print Services

Artist, Christine Walters

Managed Print Services (MPS), or the act of supplying and servicing printing devices, originated before 2007. MPS engagements promise supplies and/or service delivery, billed by usage.

For example, for every page printed, a provider will charge as little as 0.0120 for each. Invoicing is periodic and covers supplies along with any service calls required to maintain the devices under contract. At the base level, when an end user requires toner or a service call, the provider sends supplies or dispatches a technician with the goal of meeting defined Service Level Agreements (SLAs).

The promise of MPS was the continuous management of an unmanaged resource – which would ultimately reduce costs. Some programs promised as much as a 30% reduction in printing costs, but for many MPS clients, these costs were never realized.

From banking to healthcare, every industry has explored the many facets of managed print services and experienced false promises.

There are three basic missed MPS opportunities:

1. Device reduction and fleet optimization, resulting in lower costs
2. Support for paper-to-digital workflow transformation
3. Enhanced customer relationships

Device reduction and fleet optimization

For decades, printers have been purchased and installed ad-hoc. It was assumed that every new employee required a PC and printer to fulfill their assigned duties, so the number of printing devices grew exponentially. The transmission of information shifted from paper to screen, but the production of printers and copiers did not slow.

Overcapacity in print environments was institutional. For example, consider all the copiers capable of reproducing tabloid-sized (11” x 17”) documents. These machines must be physically large enough to support the paper size; rollers, fusers, glass, output trays, and the like. Yet, when analyzed, less than 3% of ALL business output is in the tabloid format, but nearly 90% of copiers were built to support the larger media size.

Today, companies have more print devices than they need, which has generated a pool of underutilized assets and avoidable costs. Though net new device installations are decreasing, a significant increase in operational productivity around the print is still nebulous.

Support for paper-to-digital workflow transformation

As the idea of MPS grew and more assessments were performed, companies started examining the reasons employees print in the first place. (The least expensive image is the one that is never printed.) Additionally, as tablets and smartphones invaded the corporate space, information began to flow from screen to screen more often and businesses naturally started printing less.

For MPS providers, this presents quite a quandary: promoting a reduction in print (one of the marketing pillars of MPS) means shrinking revenues. Presented with the choice of either moving into digital workflow solutions or continuing the old ways of contractual service and supplies management, most providers chose the latter. Regardless, organizations are organically discovering ways to move and present the information faster than the speed of paper: without (and some might say in spite of) printer and copier manufacturers’ MPS programs.

Enhanced customer relationships

Many organizations feel they can better manage cost reduction in-house, without an outside vendor. Aligning internally-managed MPS goals with an overarching organizational vision is easier accomplished without conflicting intent. A provider usually is serving an equipment quota whereas IT departments serve end users.

The missed opportunity for most MPS providers is the chance to become a technology partner. Because printers and the management of output assets fall within the IT realm (an area unfamiliar to most MPS providers) the chance to build credibility with IT in addition to procurement was inherent to the assessment process. Unfortunately, managing to status quo became the norm as breakout opportunities for deeper relationships slipped away.

Today, organizations might be implementing their third or fourth MPS engagement. But what have we learned?

• Who’s responsible for measuring cost reductions?
• How are results measured?
• How do you manage a new MPS program?
• Do you mix copiers and printers into the SLA?
• What are the results? Have costs been decreased and goals met?

Here are some basic recommendations:

• Treat output devices as endpoints.
• Define and implement clear assessment protocols
• Initiate asset tags and an asset management program
• Design refresh strategies similar to PC/laptop
• Define output goals (for example, paper reduction, enhanced patient experience, etc.) that are supported by executive management

There are around 30 relevant points to consider when looking to reduce the costs associated with moving information within and outside your organization – and the cost of toner is just one. The five recommendations above represent the beginning of a Print Policy.

Stay tuned for my next post, where I’ll share more on how to design a realistic and sustainable Print Policy.

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Don't Buy Another Printer, Copier, Toner, or Managed Print Services Unless You Have One of These.

"Roll the Dice"

I often describe the office print environment in one word, "overcapacity".

Even as manufacturers (Ricoh, Xerox, Canon) start to make smaller footprint devices - it wasn't that long ago when copier reps would mock those little devices - businesses have more print and copy capacity than they need.

It is like the Tragedy of the Commons.

My point: we've been over-purchasing (or over-sold) print devices for decades and it's because the decision process has been unmanaged.

Well, that's not one hundred percent accurate - copier acquisition, printer procurement, supplies fulfillment, and service request procedures have, for the most part, been managed - they've just been managed by VENDORS AND SUPPLIERS.

Not customers.

Think about it -

• Who tells you the lease buyout figure?  
• Who determines the "best" device for your needs?  
• Who conducts the 'agnostic' assessment?  
• Who interfaces almost daily with your end-users? To you they are end-users, to the vendors, they represent 1,500 images a month.

Expecting your copier, printer, or toner supplier to build a program that supports your cost reduction program is like expecting the wolf not to eat the rabbit.

It is worse than you think.  It usually is.

Not enough people are making a difference in Managed Print Services. There is a Silver Lining.

ENX is celebrating the people making a difference across the document imaging industry.  Every two years, a few notables in the copier and printing industry receive kudos from their peers.

This year, I received a request from Scott Cullen, asking for input.

I've known Scott for a while - interviewed me, many years ago.  I was impressed, I still am, with his ability to draw out relevant information (like a good assessment) and present an easy to identify story(like a good proposal).  He is good people.

I've also known Susan Neimes for a long time.  She's managed to stay among the top of the media heap, through the turbulence.  Good form.

I am often asked for input on a variety of subject matter.  Here is Scott's request and my response:

Hi Greg,

I'm pretty sure I sent you an e-mail about this already, but just in case, here you go again. As someone who has been around the document imaging industry for awhile, I'd appreciate your input. I know you're busy preparing for ITEX (I'll see you there.), but hopefully you have a few minutes before or after to give this some thought.

The May issue of ENX is celebrating the people making a difference across the document imaging industry...

Here’s the criteria to help with your suggestions: The thought leaders and individuals from all corners of the industry (hardware, services, solutions, supplies, associations, analysts and consultants) whose knowledge and opinions their peers and others in the industry value. Some may be doing a terrific job of leading their organizations and building a business, or in some cases, multiple businesses. 

Others are front and center at industry events, participating in panels and seminars, and networking with other document imaging industry professionals. Some are active on social media or contributing content to industry publications.

You can recommend as many or as few as you would like.

Thanks in advance for your help...

Cheers,

Scott Cullen
Editorial Director

###

My answer is simple: no more usual suspects.

1. Any thought leader would have nothing to do with manufacturing hardware, so that removes a grip of people.
2. Real visionaries see OEM enforced quotas as oppressive, this negates others.
3. Analysts/consultants pontificate based on rearview data and parrot spec sheets as analysis, nothing there either.
4. Finally, an "MPS program" is no longer innovative and barely relevant.

Nothing from OEMs, the standard copier model participants, analysts, or program managers.  "We've always done it this way..."

There is, however, a collection of luminaries:

Mike Stramaglio - Ignore for a second, battling the monopoly, Mike is compelling channel players re-evaluate their entire accounting system and business model.

Kevin DeYoung - Kevin refused to play the OEM-shuffle-for-shelf-space game long ago and continues to expand the minds of his clients.

Jenna Stramaglio - The Family knows technology and Jenna is great at conveying bold messages.

Kevin Morris - Kevin Morris is running the best MPS model in the industry, he has no peers.

Jennifer Shutwell - For those ready to see, Jennifer, through her work with your MPSA and end users, has illuminated relevant facets of the MpS ecosystem.

Milton Bartley - Milton is an example of successfully pivoting from the status quo, copier model.

Andy Slawetskey - Media aggregator supreme, he gets the words out consistently and has toner in his blood.

Seven points of lights in a crowded, cluster of normalcy.

###

There you have it.  I may not be a 'difference maker' in 2017...but, I'm good not being on a list.

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Is Your IT Vision Hung Up on the Past?

Need a new love, yeah I'm ready

Want my time, yeah I'm willing yeah

'Cause I'm the one who's gonna show

When there's nobody

I'll be your man

Yeah, I'm the one who's gonna show

When there's nobody

I'll be your man

I'll be your man

Alright

What if one day, while staring out your parent's window, watching retirees water their lawns, you realize that after everything, all the adventures, meetings, and journeys of the previous years, you've become a cliche, irrelevant?  The world stops and you're alone - moving through a bad dream, in slow motion.  Stunned.

Nobody wants to be forgotten, cast aside, wounded, not even dead.  But it happens. Has it happened to you? Hurts? Don't it?

For CIO's and IT Departments, this could be your future.  Irrelevancy.  Once you see 'the  retirees watering their lawns' can you adjust your unit, make the changes and move through the worst?

Maybe...

If you've made the jump from ambivalent ignorance, also known as "bliss", to hard, 12 degree below freezing, self-recognition, reality, here are some ideas that might warm you up:

Help formulate the organization's long term business goals.

Back in olden-times, knowing the difference between EBCDIC and WYSIWYG meant something important. Today, its EBIDA.

Look for 'partners' instead of 'vendors'.

'Partners' are shoulder to shoulder with you during tough times; 'vendors' sell out of a hotdog cart.  Search out deeper relationships, not discounts.

Walk a mile in your end-user's shoes.

Cross training doesn't only refer to athletic programs - consider spending time at a nurses station or in Revenue Cycle. Insight is guaranteed.

Three simple ideas that promise significant impact for your staff, executive management and end user community.

Give them a chance and take your time.

Managed print services, per seat billing. "I have two guns, one for each of you."

It's time to chime in on a subject that's been part of my Mps discussion since 2008 - per seat billing for toner and supplies fulfillment.

By now you've been reading or have heard the buzz around the idea; instead of billing in a 'usage model' or per click, we bill monthly for the number of users.  Benefits for the customer are about the same: supplies and service inclusive. For providers a steady revenue stream, regardless of decreasing print volumes.

Not a bad bargain.

"...that's the rumor..."

I've been a proponent of per-seat billing since 2008 when I was cutting my MPS teeth with Edgeline, inside a VAR.  Billing help desk and other services on a per-user basis was the norm.  Back then, I thought that someday, managing print devices would fall into the same scheme.

Of course, this hasn't happened.

"...that's just my game..."

Two sides of the same coin, arguments for and against, with no clear winner, I put together three reasons 'against' and three reasons 'for'.  Enjoy.

Against:

1. Risk Avoidance - Assessments may be more important than ever, adding another 30 days to the cycle.  It is difficult to convert CPI or toner out costs into a per seat figure.
2. Implementation - Can your system bill per seat?  How about three different types of seats? Who will handle adds and deletes?
3. Ignorance - If you're doing Mps, by optimizing a 1:1 scheme, delivering toner/service only, there is little chance you'll understand the complexities and nuances of presenting to an IT professional.  Don't try per seat billing.

"...you're a Daisy if you do..."

For:

1. Easier to bill - Once you determine the SKU(gag), billing is simple.  No meter reads.
2. Easy to understand - Again, simple billing is a value.  So is an easy-to-understand pricing structure.
3. Your customer does not care - And your client doesn't care how you bill.

"...I'll be your huckleberry..."

My personal belief is that by the time BTA-types figure out how to confront their fears and live outside the shadow of equipment quotas, there won't be any printing - no matter how we bill, per image, per scan, per seat, or per whim - the cheapest image is the one you don't print.  Ever.

"I was just foolin..."
"I wasn't..."

"....poor soul...you were just too high strung..."

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