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A successful Managed Print Services strategy requires a clear definition of the goals to be achieved. Most vendors would say that the goal is simply to replace the devices on the network with their (new) devices. That is not a strategy and in no way represents the best interests or the true business needs of the client. From the client perspective, a managed print services strategy should include discussion of these key points:

• Provide better customer service through improved access to information
  

• Create a competitive advantage
  

• Improve quality of customer-facing documents
  

• Effectively incorporate color in business documents
  

• Compliance, Regulatory, Security
  

• Streamline processes
  

• Develop processes that are concurrent instead of linear
  

• Right-size and right-purpose the output fleet
  

• Control supply costs
  

• Control supply inventory-provide just in time supply
  

• Automate meter reporting of devices
  

• Contain provisions for proactive service to reduce or eliminate downtime
  

• Manage the lifecycle of output devices
  

• Reduce or eliminate desktop printing
  

• Provide cost effective print output based upon rules and permissions
  

• Decrease waste/environmental impact
  

• Develop an ongoing review schedule to measure, manage, and improve
  

According to Gartner Research, only 10% of office document costs relate to equipment, supplies and service. For every $1 spent on equipment, supplies and service, another $9 is spent on overhead costs such as IT and helpdesk support, infrastructure, procurement, end user time, and management expense. Many times, this is referred to as soft costs-but in the real world, it has to be paid for with hard dollars.

After collecting the data, the following areas should be examined:

• Determine the average monthly volume on the various devices
  

• Define the supply and maintenance costs using factors determined during the measurement process
  

• Determine current service needs
  

• Obtain input from end users through use of a survey to determine their satisfaction with current products and process.
  

• Locate areas for process improvement by meeting with departmental managers and end users of the devices
  

• Present a facts based analysis of the current environment
  

• Compare the document output trends of the business to the industry or vertical market
  

Continuous monitoring and ongoing measurement is required to ensure that products and processes are meeting the defined benchmarks. The goals of Managed Print Services should be to reduce total costs, reduce the amount of printing, reduce the number of devices, reduce the number of manufacturers and models, and to reduce the number of vendors. All of this results in control of costs and continuous improvement of processes. Some of the items to be considered:

• Service Level Agreements (measurement of uptime, first call effectiveness, etc.)
  

• Automated meter reads and reporting
  

• Scheduled meetings between the partners to discuss challenges and opportunities to explore latest trends
  

• A commitment to education of the client
  

• Continuous development of the partnership with a goal of alignment with the goals of the client
  

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