Where Have I Been?
Just so folks realize that I still have a grass-roots perspective on the state of the industry I thought I would let you know that I have been extremely busy with a number of large projects assisting organizations to assess their document output environments and create and implement comprehensive document output strategies.
In addition, I have been reading quite a few bids, RFPs and proposals for managed print services from around the country as I help independent dealers write their proposals and create their reports.
My Personal Assessment
My absence was not only a result of being extremely busy but also influenced by what I saw happening within the industry and in the multitude of web conversations. It became very frustrating to read the same rehashed information and what I believe to be limited views of the managed print services as a whole.
It is my opinion that other than more people talking about the topic, the state of managed print services has not progressed too much in the past number of years. While some of the software tools have developed and hardware has become more compliant the actual services being offered fail to deliver on the promise.
There are a number of analysts and organizations promoting multiple definitions of MPS while others chatter about hybrid dealers and phases of engagement but I queston what clients are actually realizing.
My Experiences
A while back there was an ongoing conversation about MPS being little more than a marketing strategy. My experience with actual clients who have engaged with MPS providers largely confirms that observation. Once the contracts were signed and the first of the proverbial phases captured the income stream the other phases seem to be forgotten. The resulting engagement quickly reverted to a cost-per-page fleet management program.
As I read through end-user client generated bids and RFPs I understand how this can happen – they rarely address anything beyond a fleet management engagement. It is very easy to see the influences of the various vendors and dealers they talked to prior to building their requirements document.
My Conclusion
Maybe I am just too impatient and expect the industry to develop at a pace faster than it is capable of. I suppose if I wait long enough MPS engagements will deliver on their potential and promise. Given enough time will end-user clients demand more from their vendors?
But wait a minute, what will be the drivers that cause this to happen:
- Clients’ realizing they are spending more than they did before?
- Competition driving pricing down and creating need for greater differentiation?
- New players jumping in and forcing the industry to change?
On the other hand this is still a manufacturer-driven industry and as long as they are accomplishing their objectives (software, supply and hardware sales) who will be leading the charge for change?
What’s Next?
This is a at least in part a hypothetical question but I there are some things each of us can do to chart our own course and enact positive changes:
- MPS providers can begin to look beyond the simple supply provisioning, fix/repair services and simple reporting they are offering to develop value-laden and highly differentiated MPS service offerings
- Clients can do a little more homework and invest in greater knowledge which will yield handsome returns in the form of greater savings, better workflow and return on their technology investments.
Personally I am going back to work helping end-user clients realize the benefits of a world-class document output environment for their enterprise.
If these opinions and discussion caught your attention and you would like to pursue it further please contact me (ghawkins@buscomgroup.com ) at your convenience.
Posts
