AN OVERVIEW OF MANAGED PRINT SERVICES
Jean Winslow, Director of Corporate Exchange SystemsServices for Conway Health, led the chargefor her organization’s partnership with Copierkats’s ManagedPrint Services program. Due to Conway Health’songoing growth and their need to provide care servicesto more and more people, they needed a print programthat could support their growth while helping them do twothings: be more efficient and reduce print costs.Copierkats’s Managed Print Services helped them redesigntheir print environment and reduce their fleet of printersby 64 devices during the first year of their partnership.According to Jean Winslow, “We are continuing to save in the neighborhood of $250,000-300,000 a year withCopierkats’s Services.” Beyond the costsavings, Copierkats’s has also helped them integrate confidentiality software to protect sensitive information.
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MPS DEFINED
MPS, or Managed Print Services, is a program that streamlines printer management, monitors usage andminimizes costs associated with printing. These costs can add up to between 1-3% of your total revenue;MPS programs work to minimize these costs by supplying you with the quality technology your businessgoals require and monitoring the use of this equipment to see where performance changes can be made.These programs are offered by experienced printproviders who are experts at managing and monitoring printing technology.Many MPS programs save organizations money because they allow employees to focus on their priorities byleaving printing technology responsibilities to experienced professionals who perform these tasks on a dailybasis. There are many components involved when you enter a Managed Print Services program, and thiseBook will dive into each one individually to give you a comprehensive understanding of how MPS programswork and how they can save you money.
MPS PHASE 1: INITIAL ASSESSMENT
Each MPS program begins with an assessmentof your current print technology and your desiredbusiness goals. This allows your print provider tounderstand your current print costs and what yourorganization needs to be successful.Before you agree to work with a print providerand enter into a MPS program, an assessmentshould be performed to uncover inefficiencies andidentify cost saving opportunities.Document productivity, distribution and outputaresome of the last un-audited expenses inanorganization, yet its expenses are 1-3% of the totalrevenue of an organization. Through a comprehensive analysis of your print environment, there is a potentialto reduce those costs by up to 30%, while increasing worker productivity. One of the best parts of theassessment is that it depicts, in the form of an actual dollar amount, the estimated savings your companycould experience.BUSINESS GOALS REVIEWYour prospective MPS services provider should take the time to get to know your business so they can mostappropriately connect the right technology solution with your business objectives. You may have to gathersome information in order for your MPS provider to assess andrecommend the best plan for your organization. Your key operator or office manager will be your best sourceof assistance in gathering the following information:• Monthly equipment and supply invoices
• Employee burden rates (Time your employees spend on printer-related tasks.)
• Print outsourcing costsAdditionally, be prepared to answer some questions that will give your MPS provider insight into your currentprint environment and indicate what technology is necessary for optimal business performance. Thesequestions may include:1. What are your top business objectives that are impacted by your print technology?2. Do you have any major customer requirements that need print technology?3. What measurements do you use for productivity management?4. Are there any bottlenecks in business workflow that need to be addressed?5. What is your most significant technology challenge?TECHNOLOGY OVERVIEWDuring the initial assessment your MPS provider will inventory your current equipment. Thisincludes documenting the type of printing devices, the number of devices, unique models, age and if thedevice is networked.The results often surprise many organizations. This is because many organizations lack an overall strategyfortheir print environment and equipment purchases are made as needed, without regard to any long range plan.4 5DEVICE TO EMPLOYEE RATIO CALCULATIONNext, the number of employees will be determined to calculate the device to employee ratio. Most organizationsemploy one document imaging device per three and a half to four employees. Organizations that utilize amanaged approach can increase the employees per device ratio to the optimal range of 10 to one.During the technology overview and device to employee assessment your service provider willnote theplacement of your printing equipment. A Managed Print Services program will develop a placement strategythat optimizes equipment utilization and functionality per your employees’needs.SERVICE AND SUPPLIES AUDITAmong the hidden expenses of your print environment are the costs of purchasing and internal support.During an initial assessment, your provider will gather these costs, with your assistance, in order to reflect themost accurate summary of your total print costs.PURCHASING COSTSThe number of vendors you purchase from can affect your costs. The more vendors you have the more likelyyou are to have excessive costs used to process purchase orders and invoices, provide internal user supportand maintain each device individually.Also, equipment model variety usually adds to your vendor quantity. The more variety you have,the more supplies you will have to stock, plus each will likely have its own service and maintenance policy or contract. This typically increases costs related to IT support, procurement and administration and supplies inventory management, spoilage and obsolescence and more.Your MPS provider will assess these costs and take them into consideration when proposing changes for improvement.INTERNAL SUPPORTIT Support Help Desk and administrative support, such as invoice processing, is a cost associated withmanaging your print fleet that is often overlooked and can play an important part in effectively managing yourprint environment. The typical burden rate of IT Support Help Desk is $49/hour and Invoice Processing is$29/hour. Your MPS provider will calculate the number of hours you use these support services to determineyour total monthly internal support cost; this figure will likely decrease with the implementation of yourproposed Managed Print Services program.Your MPS provider must understand how your business currently handles information in order to makerecommendations for improvement. This thorough assessment sets the stage for successful implementationof the solution while acting as a tool for measuring and managing your document distribution and output.From here they can propose a plan that offers cost-saving changes and workflow improvement benefits.Start your initial assessment now:
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THE COMPONENTS OF A MPS PROGRAMAfter taking your current print environment and business goals into account during the initial assessment, aMPS (Managed Print Services) provider can propose a plan designed for your business workflow. The listof services and supplies provided in a MPS program are important, and when they are put into action, theirvalue becomes even more apparent.WHAT A MPS PROGRAM IS MADE OFA MPS program is paid monthly, with no initial investment. Your MPS provider will supply any necessaryequipment and manage your fleet, in addition to providing the following recurring supplies and services.SIMPLIFIED PURCHASING PROCESSWith a Managed Print Services program theconfusion caused by vendor variety and the timespent paying multiple invoices every month will beeliminated. You will have one vendor for supplies,maintenance and other services.Additionally, your toner usage will be trackedremotely by your MPS provider, so supplyreplacement becomes automated. Yourreplacement toner cartridges will arrive at youroffice shortly before your existing cartridgesare empty.USAGE MONITORINGBased on your initial assessment, your MPS program will recommend proper copy/print volume usage andprint load balance to extend the life of your equipment. After implementation your usage will be monitored.This information will allow your MPS provider to point out cost-saving opportunities as well as make adjust-ments to your program.MAINTENANCE, PARTS REPAIR & EQUIPMENT REPLACEMENTEliminate down-time and have all maintenance costs covered through Managed Print Services. Your MPSprogram will cover all travel time needed for on-site maintenance and repair as well as all equipment repairs,parts replacement and equipment replacement needed due to issues caused by normal use.All maintenance will be performed by a certified technician and comparable equipment will beused asreplacements if repairs cannot be made cost-effectively.HELP DESK SUPPORTA quality MPS program will offer help desksupport, available for your use during normalbusiness hours. This is an extremely valuableresource for events that may occur that affect yourprinting technology, such as hiring (and training) anew IT employee, upgrading software or changingIP addresses. These services and the support offered through aMPS program will improve workflow and save yourorganization money. The goal of a MPS print provideris to help you achieve your productivity goals. They willmake recommendations for equipment reconfiguration orrelocation and usage for maximum efficiency. Additionalrecommendations may include functions and features forareas within your organization that would benefit frommultifunction device capabilities.MPS PROGRAM IN ACTIONA Stn Mountain, GA organization implemented a MPS program that serves as a basic, easy to understandexample. Their initial assessment documented the following:• 1 Ricoh Mp C4502 on the lower level of their building; this was the only piece ofequipment that could handle media varieties (different paper sizes and weights)• 1 Ricoh Mp C3002 in their traffic department• 1 Canon MF84050c on the upper level of their buildingAll printers were networked, which is good, but the placement of machines wasn’t ideal. Also, their monthlypayments were just over $1000, but they consistently paid overages that brought their monthly costs toalmost $1500. This amount did not include services or supplies for two of their printers.Their Managed Print Services program provider proposed a plan that brought their monthly costdown onlyslightly, but increased their number of machines for workflow efficiency and increased function capabilities tothose that needed it.Their new program included four multifunction printers and a flatbed scanner needed in theircreativedepartment. Based on their MPS provider’s recommendations, the new equipment was relocated andallocated across departments and levels for increased efficiency. Also, this price included any service andmaintenance they may need throughout their contract period. Entering into a MPS program was an easydecision after these cost savings and workflow improvements were detailed and compared against theirprevious print environment.Even if you are in a current contract or you don’t think a MPS program will work for yourorganization, it doesn’t hurt to have a free assessment done to compare to or to provide options for the future.You may be surprised at the cost-saving opportunities waiting for you.7 IT’S MORE THAN A SERVICE, IT’S A PARTNERSHIPManaged Print Services, or MPS, is anongoingpartnership between you and your print provider.A MPS program is specifically designed for yourorganization’s printing needs and budget. Becauseyour printing needs will change as yourorganization grows and evolves, your MPSprogram should too.When initially evaluating your printingneeds, youmost likely established goalsyou would like toachieve over time. Common goals companies setpertain to productivity, workflow, documentmanagement, security and controlling and reducingcosts. One of the most important aspects of goal setting is establishing a process to measure and analyzeprogress.RECURRING BUSINESS REVIEWSIn order to accomplish these objectives, your Managed Print Services provider will conductregular business reviews. During the review process you will analyze current performance data and how itmay have changed since your previous business reviews. Your print provider will be able to identify areaswhere improvement was made and areas that still need attention.Here are some of the main components of a recurring business review and examples of how thisinformationcould help you make improvement adjustments.SERVICE CALL HISTORYMPS providers will provide a report of all the service calls made for your organization’s print fleet. This datacan be assessed to identify any common issues that may be occurring, as well as any major device or userconcerns.For example, if the Help Desk is getting numerous calls about setting up emails on your printers, it may meanyour employees could benefit from additional training or a provided “Cheat Sheet”, enabling them to addressthis issue themselves.Or you may find, due to employee location changes, it may be time to reassess the placement ofyour printtechnology.SUPPLY ORDER HISTORYA history report of your supply purchases will also be provided. This will allow you to compare these costsagainst your previous purchase history and budget. If you are like mostorganizations, you will most likely realize significant cost-savings at your first recurring business review.8 9DEVICE UTILIZATION REPORTThe device utilization report can be run by device,user or department; which data is relevant for youwill depend on your initial established goals. Thisreport will provide user and usage information bydevice:• Total pages• Total color and black and white printsor copies• Total single or duplexed pages• Number of scanned or faxeddocuments• Types of media used• And more…This information will give you a very comprehensive understanding of your organization’s current printperformance and could help determine adjustments to equipment placement. For example, you may wish tomove a specific device to be placed more closely to those who use it most frequently. In addition, you may beable to assess who is using what equipment most and determine if their usage is relevant to work type; if not,you can address the issue with supporting data.DEVICE UTILIZATION EXECUTIVE SUMMARYThis report will provide a high level utilization overview of all managed devices.This generaloverview will highlight any major issues or concerns which can help you and your MPS provider define whichissues need attention first. More detailed information can be found in the DeviceUtilization Report.AVERAGE MONTHLY COPY/PRINT VOLUME BY DEVICEAs its name suggests, this report will provide the average monthly copy/print volume for each device on yourManaged Print Services program.As you track this over time, you will be able to see if any devices are becoming less efficient withage. At acertain point, which varies per device, your MPS provider may recommend equipment relocation for agingdevices, to a less active print area in your office. Or, if equipment is too old or unable to keep up with demand inany location and repairs are no longer cost effective, yourprovider will recommend replacement.MPS AGREEMENT COVERAGEFinally, you will review your agreement with your MPS provider and address any questions oradjustments that arose during your recurring business review.MPS providers can help you save time and money and eliminate print-related frustrations for your organizations.Talk to an advisor today to see how a MPS program could helpyour organization. CONCLUSIONThe average company invests thousands of dollarson printing, copying, faxing, scanning anddistributing information. Managed Print Servicescan help you develop, plan, service and supportyour organization’s print strategy.We believe that our passion, experience and commitment to every project are why our customerscount on us for their technology needs.MANAGED PRINT SERVICES WILL OFFERYOU:• Cost saving opportunities• Complete discovery of all current printing devices• Management of printing equipment and supply usage• Monthly usage and support reports• Equipment replacement when necessary• Six-month recurring business review• Help Desk support• Automatic supply ordering and shipmentTo learn more about our Managed Print Services, start by requesting a consultation with one ofourCopier/Printer specialists.
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