A Complete Guide to Managed Print Services

An Industry Overview & How to Find Your Competitive Advantage!

A publication of

About PrintFleet®PrintFleet Inc. is an independent software and services vendor that specializes in the development of print management and assessment software solutions, training, and business development and support programs for dealers and distributors in the imaging industry.

We believe that the success of our company lies in our people. PrintFleet is a close-knit group of dedicated, progressive individuals who bring together an eclectic mix of experience within all areas of the company. This experience, dedication and passion for what we do, is transferred onto you, our valued customer. We settle for nothing but success and want to ensure yours.

As the first company to offer a rapid assessment tool, a comprehensive dealer hosted remote print monitoring application, and various professional development and training programs, we are the leader in the print management arena, helping dealers control 100 percent of print and imaging within their client sites.

Managing over 3 billion pages monthly world wide, we offer unparalleled data collection, data integrity and back end support within our family of print management software solutions ranging from simple rapid assessment to advanced, independently hosted print management. PrintFleet software coupled with our award winning sales, marketing and technical support programs, empower dealers to build stronger customer relationships while evolving their overall corporate value.

Table of ContentsWhat is Managed Print Services? ....................................................... 4

What are the Opportunities for MPS? ................................................ 6

What are Current Industry Trends? .................................................... 10

How You Can Use MPS to Help Your Customers ................................. 12

Strategic Planning 101: Your Mission, Vision & Values ....................... 15

Conclusion ........................................................................................... 22

Additional Resources & Worksheets ................................................... 24

The Managed Print Services Association (MPSA) defines managed print services as the active management and optimization of document output devices and related business processes. More specifically, Quocirca defines managed print service as the use of an external provider to assess, optimize and continually manage an organization’s document output environment in order to lower costs and improve productivity and efficiency while reducing risk. Furthermore, MPS gives organizations the opportunity to reduce costs and improve efficiency by rationalizing the print environment.

MPS generally covers three broad service areas:

What is Managed Print Services?

“

Managed Print Services

50% OF COMPANIES CATEGORIZED THEIR PRINT VOLUMES AS MODERATE TO VERY HIGH - COMPTIA

Assessment - through a review of an organization’s current print environment in order to provide recommendations for a more optimized print environment

Optimization - through device rationalization and consolidation in order to develop a “governance framework” for a full enterprise MPS

Management - through a continuous process of improvement, business/organizational reviews, Service Level Agreements (SLA) monitoring, remote management and workflow improvement

ASSESSMENT OPTIMIZATION MANAGEMENT

What are the Opportunities for

MPS?

56% OF FIRMS WITH HIGH PRINT VOLUMES REPORT BEING MPS ADOPTERS. - COMPTIA“

Opportunities for MPS

According to IDC, the global market for managed and basic print services is expected to double between 2010 and 2015. More specifically, IDC claims that revenues are expected to climb from $23.5 billion to $40.5 billion within this period. Managed print service providers also expect significant growth opportunities.

The following are CompTIA’s main factors contributing to MPS market growth:

1 in 3 MPS Providers Expect Significant Market GrowthFactors contributing to growth - from the perspective of MPS

55%

50%

45%

44%

39%

36%

Growing customer awareness of MPS

Improvement in operations / getting better at delivering MPS profitablilty

Investments in sales/marketing leading to new customers

Improving economy / customers in better position to spend

High growth in specific verticals such as healthcare or legal services

New partnership with vendor

Source: CompTIA Managed Print Services Trends Study

CompTIA’s research indicates that 1 in 3 managed print service providers expect significant growth (defined as 10% or more), over the next 12 months. Another 53% expect a more modest growth during that same 12-month period.

Other opportunities for Managed print include:

• Mobile print/document management • Supply level management• Improved remote monitoring/meter collection• Quality education of business decision makers will significantly increase demand for MPS• Service providers looking to offer MPS services outside of their current product/service offering

42% Internal discussion - how to improve print

process

MPS Adoption Intent

14% Received an MPS

assessment

24% Researched MPS

Source: CompTIA Managed Print Services Trends Study

What are the Current Industry

Trends?

GLOBAL MARKET FOR MANAGED AND BASIC PRINT SERVICES ARE EXPECTED TO GROW FROM $23.5 BILLION IN 2010 TO $40.5 BILLION IN 2015. - IDC GROUP

“

Current Industry Trends

Cloud-based Services A move to the cloud means a new expansive ecosystem; one where multiple solution providers can work together to streamline business processes.

Implications:• A significant decrease in costs which enables increased margins• An ability to focus on what you do best and serve your customers since you no longer need to house, manage and store all of the systems and the data associated with it • Ease of deployment and use of any number of software services and solutions which enables choice and the ability to utilize multiple service providers to better serve your customers

Security Security continues to be a crucial component for both you and your customers - even more so as data moves into the cloud and across multiple platforms.

Implications: • SLAs will become more important, detailing the security levels data enters• An incease in solutions centred around ‘pull printing’ whereby print jobs are released after user authentication• Staying aware of legislation both locally and globally (ie. HIPPA, Sarbane-Oxley, etc)

Big DataBig data, meaning the diverse and ever-growing set of data used to help organizations gain deeper insights into their business, is certainly a hot topic. The more data we have the easier it is for us to make informed decisions.

Implications:• More business process optimization - the future!• Solutions and interpretations from all this data will be evergreen

MobileMobile is currently a ‘work in progress’ in terms of printing and MPS. However, ideally with mobile we will see the ability to print anywhere, anytime.

Implications• Universal ability across all platforms and devices when multiple manufacturers/solution providers work together• The ability to print anywhere, at any time, encouraging more people to print as the process will become more efficient and convenient

AutomationAutomation means that we are now able to manage information from the devices themselves rather than rely on the human interaction with the devices that exist today

Implications:• Automation enables automatic supplies and consumables fulfillment • A streamlined approach for both you and your customers • Administrative and Technical staff can be deployed to manage customer focused issues, rather than internal managing and monitoring of the system

How You Can Use MPS to Help Your

Customers

25% OF NON-MPS ADOPTIONS WILL CONSIDER IMPLEMENTING AN MPS PROGRAM OVER THE NEXT 12 MONTHS. - COMPTIA

“

MPS Benefits for Customers

Implementing an MPS solution at a customer location can be challenging. However, an MPS program is designed to help your customers meet their overall business objectives and goals, while helping to streamline overall business efficiency.

Use the following MPS benefits to help win that business with your customers:

Printer Fleet Reduction - Fewer devices deployed across the enterprise Reduction in Print Volume - Fewer pages printed without negatively effecting business process Improved Security - Enforcing user authentication before print jobs are released, tracking user activity Control & Accountability - accurately allocate costs in order to capture billable activities, analyzing departmental and individual usage patterns Environmental Benefits - Reduce paper usage, lower electrical consumption and recycle toner cartridges Eliminate IT Workload - Reduce IT resources being used for print issues Utilize Powerful Software - Schedule a free demo with one of our MPS experts to find out how an MPS program can help increase your overall business efficiency!

Source: Photizo Group, A CXO’s Guide to Managed Print Services

Key Factors in Adopting MPS

Improve consistency and reliability of print service

ROI / Cost savings

Free up IT staff time

Proactive maintenance, service and support

Reduction in wasted paper, supplies and energy

Simplified, consolidated billing from a single vendor

New capabilities (ie. document management or BPA)

Consolidation / streamlining of unmanaged print environment

Reporting / visibility into printing activity and costs

Enhanced security / compliance

1.2.3.4.5.6.7.8.9.10.Source: CompTIA Managed Print Services Trends

Strategic Planning 101: Your Mission, Vision &

Values

THE ESSENCE OF STRATEGY IS CHOOSING WHAT NOT TO DO - MICHAEL PORTER“

Strategic PlanningWhile an effective MPS program can help improve overall business efficency and productivity - your organization success is only as good at your strategy. Quite simply; strategic planning determines where your organization is going over a certain period of time, how it’s going to get there and how it’ll know whether it got there or not. The focus of any strategic plan is for your organization as a whole. The path to developing your strategic plan is very much dependent on the structure of your organization’s leadership, company culture, complexity of your business environment and company size.

Most often, organizations already know much of what will be in their strategic plan. However, the development of your strategic plan will greatly aid in clarifying your organization’s goals and objectives and ensure that everyone is on the same page.

Goals

Desired Outcomes

StrategiesMeasures & Targets

Results MissionVision Values

Where do we want to go?

How do we get there?

How do we measure success?

How did we do?

How can we improve?

Strategic Planning Cycle

Developing a solid strategic plan takes time, effort and resources. Without a clearly defined and articulated strategy your priority initiatives may not be given the time and reasources needed to ensure worthwhile execution.

Top 5 reasons you need a strategic plan:

Your strategic plan will answer 5 key questions:

• Where do you want to go as an organization?• How do you get to where you want to go?• How do you measure the success of your efforts?• How did you do overall?• How can your organization improve in the future?

Why You Need a Plan

1.

2.

3.

4.

5.

To set direction and priorities

To get everyone on the same page

To simplify the decision-making process

To drive overall alignment

To effectively communicate the message

What’s Your Mission?Mission Statement Your mission statement describes the overall purpose of your organization. It is a constant reminder to your employees of why your organization exists and what it’s founders envisioned when they first created your company. Your mission statement should, in a few succinct sentences, articulate every facet of your business including: • The range and nature of the products and/or services you offer• Pricing, quality and service of your company and it’s offerings• Your marketplace position and growth potential• Your relationship with your customers, employees, suppliers and/or community

In order to develop your mission statement, ask yourself the following questions:

• Why are you in business?• Who are your customers?• What image of your organization do you want to convey?• What is the nature of your products and/or services?• What level of service do you provide?• What role do you and your employees play?• How will/do you differ from your competitors?

PrintFleet exists to provide timely, reliable data that creates actionable information enabling automation of processes within the industries we serve. Data-driven automation will make things faster, better, less expensive and more efficient. Through enabling supply chain efficiencies we will generate exceptional value, enabling improved margins for the benefit of our shareholders, partners and employees.

Example: The PrintFleet Mission

What’s Your Vision?Vision Statement Your vision statement includes a vivid description of your organization as it effectively carries out its operations; a snapshot of what your optimal desired future state will be. The vision statement highlights what your organization wishes to achieve for the mid-term or long-term future (ie. five to ten years).

A great vision statement will provide the inspiration necessary for daily operations of your organization and will help mold your strategic decisions.

In order to develop your vision statement, ask yourself the following questions:

• What does your organization look like?• How big is your organization?• What are you known for?• Why does anyone care about your organization and what you do?• How do your employees feel about working for you?

Our long-term goal is to be a $100M+ company. In so doing we will transform the office imaging industry, playing a significant role in taking it to a new level of industrialization, realizing historically unprecedented efficiencies and significantly reducing economic, social and environmental waste. We will become indispensable to the industry, as well as unique and very difficult to replicate.

Example: The PrintFleet Vision

Our long-term goal is to be a $100M+ company. In so doing we will transform the office imaging industry, playing a significant role in taking it to a new level of industrialization, realizing historically unprecedented efficiencies and significantly reducing economic, social and environmental waste. We will become indispensable to the industry, as well as unique and very difficult to replicate.

What are Your Values?

Value Statement Your value statement is a description of your organization’s core principles and beliefs. The value statement is used to create a favourable image of your organization amongst customers, employees, suppliers, the local community members, as well as in the media. In essence, value statements include both general and specific discussions of how your organization will pursue it’s principles.

The following are examples of general values:

• Commitment to the environment• Fair treatment of employees• Charitable work within a community• Contributions to improve your industry or a particular profession

In order to develop your value statement, ask yourself the following questions:

• What are the core priorities within your organization’s culture?• What drives your organization and its priorities?• What are your organization’s core values? (establish four to six to start!)

Example: PrintFleet Values

We will:• Deliver industry benchmark customer support.• Be a place our employees recommend as a place to work and develop one’s career. • Foster innovation and opportunity in our local business community. • Do the right thing, based on our collective values and commitment to providing exceptional service to our customers, employees and community. • Foster an open and transparent work environment based on respect for individuals and individual opinions. • Encourage our employees to take risks and view failure as an opportunity to learn and create new value. • Foster relationships throughout the industries we serve and count on reciprocal loyalty and support.

We recognize that our employees thrive on clarity of purpose in an environment defined by spirited collaboration.

We will continually focus on segregating roles while integrating business processes, relying on teamwork rather than heroics to drive our success.

Conclusion Thank You!We want to take this opportunity to thank you for downloading

this eBook. We sincerely hope that you have found this information useful for both yourself and your organization.

We hope this eBook has given you some insights into the MPS market. It doesn't matter how long you have been providing MPS

solutions - it is always important to take a moment to evaluate the market you are in and the goals you have set as a business.

36% penetration of MPS in end-users means that there is a lot of print and its associated devices to be managed in some way. Let

PrintFleet help you get more of that market.

Want to learn more about PrintFleet® software solutions? Schedule a free demo with one of our

dedicated MPS advisors today!

Schedule Demo Here

Additional Resources and

Worksheets

..Because we couldn’t have done this without them

CompTIA (www.comptia.org) Trends in Managed Print: Perspectives from Customers and MPS Providers7 Steps to Managed Print Services Success: A Practical Guide for Solution Providers

Photizo Group (www.photizogroup.com)A CXO’s Guide to Managed Print Services: How to Achieve the Trifecta of Corporate Benefits

IDC (www.idc.ca)Worldwide Managed Print Services 2011 Hardcopy Vendor Analysis

Quocirca (www.quocirca.com) Managed Print Services Landscape, 2013: A vendor Analysis of the Global Enterprise MPS Market

Gartner (www.gartner.com) Magic Quadrant for Managed Print Services, Worldwide

Inc. Magazine (www.inc.com) 10 Questions to Jumpstart your Strategic Process Planning Creating a Company Vision 5 Tips for a Useful Mission Statement Lake Earie College (www.lec.edu)Strategic Planning Workbook

MPS Evaluation Worksheet

Every company or organization wants to save money and increase its overall efficiency. An effective MPS strategy and program can help reduce costs associated with printing by up to 30%. In order to get the most out of your current MPS program or when implementing an MPS program for the first time, you need to ask yourself the right questions. We’ve compiled a list of the top 9 questions we ask when helping our customers with MPS.

1. How many customers/machines in field do you currently have and what percentage are currently under an MPS contract?

2. If applicable, what does your current MPS contract(s) include?

3. What are your overall goals and expectations for your MPS program? What departments do you expect to streamline/improve (ie. meter collection/billing, sales prospecting, supplies fulfillment, etc.)

4. Rank the following department/process in order of priority (which process should be streamlined first, second, etc)

Meter collection / billing

Sales prospecting (ie. assessments)

Supplies fulfillment

Service fulfillment

MPS Evaluation Worksheet (Continued)

5. Are all of the above departments aware if they will be impacted? Which departments have displayed the most excitement and readiness, and which have displayed the least?

6. How do you envision the software assisting your sales team?

7. Sales (number of devices, page volumes, number of employees, etc)?

8. How would your customers currently describe your business (ie. great customer support, hardware and service provider, full service company, etc.)? Do you expect any changes to your business with your MPS program?

9. What types of devices do you currently support?

Strategic Planning WorksheetStrategic planning determines where your organization is going over a certain period of time, how it’s going to get there and how it’ll know whether it got there or not. The focus of any strategic plan is for your organization as a whole. Below is a worksheet to help you develop or refine your organization’s strategic objectives and goals to help you remain competitive.

Before conducting a strategic plan you must first take an inventory of your organization by completing a SWOT Analysis.

Strengths - the qualities and attributes your organization has that enable you to accomplish your mission. More specifically, strengths are the beneficial aspects or the capabilities of your organization.

Weaknesses - the qualities and attributes that prevent your organization from accomplishing your mission and achieving your fullest potential. More specifically, weaknesses are the factors that do not meet the standards you feel your organization should.

Opportunities - are presented by the environment within which your organization operates. These include market, competition, industry/government and technology opportunities.

Threats - arise when conditions in the external environment jeopardize the reliability and success of your organization. Threats are often uncontrollable.

SWOT

STRENGTHS

OPPORTUNITIES

WEAKNESSES

THREATS

SWOT Analysis

Mission Statement Worksheet

Current Mission Statement: (fill in)

Does the current statement clearly reflect the purpose of your organization?

Can the statement be supported by evidence?

Does this statement reflect your organization’s priorities?

*No to any of these questions indicates that the current mission statement needs to be revised.

Example: Xerox Corporation

“Through the world’s leading technology and services in business process and document management, we’re at the heart of enterprises small to large, giving our clients the freedom to focus on what matters most: their real business.”

Yes No

Yes No

Yes No

Strategy Formulation Worksheet

Objectives Action Items

Evidence/ Measure Results New

ActionGoal

What do you want to accomplish?

What are you going to do to get there?

What will you do to achieve objective(s)?

How will you measure success?

How did you do?

How can you improve?

Goal #1

Goal Statement:

Objectives:

1.

2.

3.

4.

Action Steps Needed to Achieve Objective Measurement ResourcesObjective #

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