Where Have All The Phases Gone?

After viewing vendor MPS programs and talking to you, the end-user clients I am beginning to wonder where have all the phases gone? The more I explore the more it seems that these theoretical phases are just that – theory. My real question is what long-term plan they belong to; providing you with the “managed” component of MPS or waiting for you to forget about the promises made to phase in your expected benefits.

Phase One And Then?

How many of you have contracted with a vendor for managed print services to find that after offering up your fleet and paying a few months worth of invoices the program results in nothing more than a cost per page service and supply contract – fleet management.

What reports are you receiving to help improve your document output environment? Are they limited to how much your fleet is producing and how well your new vendor is servicing them?

Have you found that most of the management recommendations you receive are for additional or new technology investments you need to make?

If so, how does this help you to create a world-class document output environment: how does it reduce expenses, improve productivity or make for greater user satisfaction?

How Do You Get What You Expected?

As you consider entering into a managed print services relationship you need to do a better job of determining which vendor can simply talk the talk and which can illustrate their ability to deliver the results you are looking for. Just like interviewing a new employee, past performance is a good predictor of future success; do not accept vendor sales presentations that tell you what they did for other clients but demand they clearly explain in detail how they are going to meet your objectives. Require and read a business proposal that addresses your environment, organizational politics and goals.

Is your current vendor agreement based on a contract presented by that vendor? If so, how does this boilerplate document meet your specific needs any better than the last lease or service agreement you had in place. It is my suggestion that these contracts represent a program-in-a- box and can provide little more than the previously mentioned fleet management.

A managed print services engagement, like any other professional services contract, should be customized to your project, contain a detailed scope of work and clearly outline how services will be delivered and the responsibilities of both parties. In addition, I would suggest it defines success and failure and contains remedies for lack of performance.

This discussion reminds me a bit of the current political discourse in America, Many, including me believe that we deserve the government we currently have. Until we demand better and pay attention to the result we will not get better.

The same goes for the state of MPS; if you, the client demand more the service providers will be forced to improve their capabilities and resulting performance. If you never call in your provider and question what happened to the other phases I am confident many will conveniently forget about them.

Part of the problem is MPS is relatively new in the industry and even though many copier and printer dealers realize they need to participate they are struggling with the how. This goes back to my earlier point; you need to separate those who can talk from those who know how to do.

Summary

For those of you, who are truly looking to realize the benefits of a world-class managed document output environment you have to take some responsibility, just like any other business venture you undertake:

• Educate yourself on what MPS can and should be
• Understand the differences between managing your document output environment and fleet management
• Define your own objectives, do not let a vendor determine them for you since this is a basic conflict of interest
• Create a statement of work based on your own goals and expectations, do not enter into a boilerplate MPS agreement
• Inspect what your vendor is doing and provide them with proper reinforcement

Like anything else, as an educated and motivated client you will realize the benefits you are looking for and may locate where the mysterious phases have been hiding.

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.