MPSA Commentary

MPSA Member & MPS Industry Commentary
  • 29-Mar-2016 5:00 PM | Anonymous member (Administrator)

    The MPSA was out in full force in the month of March, holding a networking reception, a board meeting and various committee meetings at the annual ITEX show. Many members were also exhibitors at the show.

    It was hard to complain about the venue, given the scenery:

    The MPSA networking reception sponsored by Clover Imaging Group kicked things off in style:

    Many MPSA board, corporate and general members shared their expertise at ITEX by presenting education sessions. These included a very well-attended joint presentation from MPSA President Kevin DeYoung and MPSA Secretary Sarah Henderson. Corporate members of the MPSA also represented, including Larry Trevarthen from Epson, Jennie Fisher from GreatAmerica Financial Services, Christian Pepper from LMI Solutions, Mike Stramaglio from MWA Intelligence and Wouter Koelewijn from Y Soft.

    Additional members had their voice heard on panels, including Sarah Custer from Supplies Network and Tawnya Stone from GreatAmerica Financial Services. The venerable Ed McLaughlin also made an appearance, presenting on opportunities and transition. 

     That’s quite a presence from the MPSA!

    Larry Trevarthen of Epson lays the case for Ink in the Office

    Mike Stramaglio of MWAi talks ERP

    ITEX is not just about the sessions, though. There was also an entire show floor of equipment, supplies and solutions. MPSA members did not disappoint, displaying some of the most innovative and popular booths on the show floor.

    Perhaps the standout of the show was the eye-popping and caffeinated GreatAmerica booth. Grateful show-goers were treated to delicious coffee treats the entire show.

    Parts Now and LMI booths were also looking great!

    Of course, there was also some time for the unofficial networking sessions, mainly around the pool bar at the Hilton host hotel.

    Josie Heskje and Tawnya Stone with Jeff Bendix.

    Keep an eye on the event calendar for future events with MPSA members!

  • 01-Mar-2016 9:30 AM | Anonymous member (Administrator)

    by Mark Schneider, Y Soft

    In today’s climate of MFP vendor mergers and reorganizations, you might be wondering how this impacts your business. If you are a dealer that is seeing shrinking sales of MFPs, you have probably thought about adding print management software to your MPS options. (Many dealers tell us that customers find 80 percent of cost reductions come from our print management software, which represents only 5 percent of the total MPS contract). But that is another story.

    A good dealer knows that finding a solution that is "sticky" – one that customers will renew easily once the contract renewal time arrives, is an important item in his toolbox. And print management is one such service. But a forward-thinking dealer knows that a portfolio of these kinds of sticky solutions in your toolbox puts you in the best situation. Having multiple solutions increases the likelihood that you can upsell or at least show additional value to your customers making that renewal process a no-brainer.

    Dealers who have already shifted from selling hardware to selling solutions are a step ahead. But is that enough? What other solutions can you provide your customers?

    What about 3D printers? In many ways, it is very much like selling 2D printers. You are selling a box that uses consumables and needs to be serviced. We see our 3D printers exploding in many verticals such as education, manufacturing and medical – anywhere where fast prototyping of design ideas, custom manufacturing or finished good manufacturing is done.  Is there something else?

    While print management and 3D printers are still in growth stages, Y Soft is thinking about future solutions for your B2B toolbox. And you should be too. For example, the Internet of Things.

    In a December 2015 report, Gartner[1] noted  “A majority of business processes will be impacted by the Internet of Things (IoT), creating pressure on IT leaders to evolve systems and infrastructure to adapt.”

    And that is why Y Soft announced YSoft Labs – an internal innovation center where our R&D teams can experiment with emerging technologies for potential new enterprise solutions for your toolbox. We are still setting the bar high on innovations in print management and 3D printing solutions (stay tuned for more on that soon) but we also recognize the need to look several steps ahead and consider the broader trends in meeting the needs of the enterprise. IoT and social business process management are two of the new areas we are exploring.

    And for you, this means potential new, additional solutions to add to your toolbox. 

    Mark Schneider is National Sales Manager, Y Soft 

    [1] Gartner, Predicts 2016: Unexpected Implications Arising From the Internet of Things, Ted Friedman, et al., December 3, 2015  #G00293264

  • 26-Feb-2016 12:44 PM | Anonymous member (Administrator)
    by Patricia Ames

    It’s no surprise that we are drowning in information. According to IBM, we create 2.5 quintillion bytes of data every day —so much that 90 percent of the data in the world today has been created in the last two years alone. What’s more, this is expected to double in the next year and a half.

    But what may surprise you is that much of that information is still in paper form. One research report from AIIM found that nearly half of businesses they spoke to said that the biggest single productivity improvement they could make would be to remove paper from their workflow. Indeed, 68 percent of respondents said that business at the speed of paper will be “unacceptable in just a few years’ time.” But despite this recognition, paper consumption is still increasing for one in five organizations in the survey.

    “Less Paper” Initiatives Needed

    One reason for the staying power of paper is the apparent lack of C-level level support for paper suppression. According to the AIIM study, just 19 percent of the organizations participating in the survey had a board-level endorsed policy to cut paper consumption. What is needed are more “less paper” initiatives with executive support. Consider these surprising statistics:

    • The average American office worker uses 10,000 sheets of copy paper every year. (
    • The average American office makes 19 copies of each paper document. (Laserfiche)
    • Offices also lose one out of 20 paper documents. (Laserfiche)
    • These offices then spend up to $120 searching for every misfiled paper document. (Laserfiche)               
    • Paper accounts for up to 71.6 million tons of waste per year. (US Environmental Protection Agency)
    • Paper makes up 28 percent of municipal solid waste, more than anything else Americans throw away. (US Environmental Protection Agency)

    Stop the Fight

    The battle with paper does not have to continue. You no longer need a budget fit for a Fortune 500 company and the use of specialized consultants to be able to go down the path to digitization. A new generation of Enterprise Content Management (ECM) solutions has emerged with more tightly integrated features and functions that don’t require great investment or effort to adopt, and this should change the landscape of ECM significantly.


    According to the CEB Tower Group, almost two-thirds of executives indicate that their firms will increase its their ECM spending within the next fiscal year. It seems that more and more C-level level decision-makers are recognizing that “digitizing" the paper in their organization is worth the work because it will allow them to take advantage of the latest ECM developments in new and more broadly strategic areas: improved  marketing intelligence, better customer experience and a much more closely controlled custody of sensitive and confidential information.

    How can you move forward? Here are three important areas to consider. 

    Use Distributed Capture for MFPs – Manufacturers are bringing new embedded MFP solutions to market at ever-increasing speed and companies should make note of the available benefits. One important one is distributed capture, where documents are entered into the business process at the MFP, creating a decentralized environment. This strategy allows for significant cost savings on services like postage and courier expenses, reduces paper consumption and perhaps most importantly, speeds data input and expedites the processing of critical documents.

    Use Mobile Capture – The next step is mobile capture. Distributed Capture capture succeeds in incorporating capture all the way out to the far edges of the organization; mobile capture includes the ability to integrate this process beyond a company’s actual borders. Documents and data can now be captured via tablet and smartphone in the field, from remote offices and directly at the point of service. This allows for speedy, inexpensive and highly accurate process.

    Use the Cloud – The global market for the cloud is soaring. Analysts tell us that cloud-based services now account for more than 50 percent of new IT spending. Less-paper approaches using capture and document management are ideally suited for the cloud and SaaS. Not only can you eliminate the paper, postage and carbon footprint, but you take advantage of transformational cloud-based advancements in on-demand capacity and self-service. Customer communications in the cloud help automate business processes, serve customers better and optimize operating expense.

    Make the Right Steps

    How do we get to the "paper-light” office? It’s important to make the right steps now. The good news is that many next-generation ECM solutions bring the critical functions that are needed most – document and data capture, content management and archiving, online viewing, and case management – together into one platform that does not require users to purchase and integrate separate parts and pieces. Look for providers and partners that provide the right mix of innovation and application that will help you reduce the burden of paper in your workflow and take advantage of the latest advancements in ECM technology.

    Patricia Ames is senior analyst for BPO Media, which publishes The Imaging Channel and Workflow magazines. As a market analyst and industry consultant, Ames has worked for prominent consulting firms including KPMG, and has more than 10 years’ experience in the imaging industry covering technology and business sectors. Ames has lived and worked in the United States, Southeast Asia and Europe and enjoys being a part of a global industry and community. Follow her on Twitter at @OTGPublisher or contact her by email at

  • 03-Feb-2016 7:39 AM | Anonymous member (Administrator)

    by Simon Vermooten, Auxilio Inc.

    As a Managed Print Services (MPS) provider, Auxilio references the MPSA definition of MPS as it correlates with our business model providing managed print service to the healthcare industry.

    “The active management and optimization of business processes related to documents and information, including input and output devices.”

    The critical modification in the new definition to include the active management and optimization of business processes is one our organization has been performing for our clients for years. The biggest hurdle has been the various meanings of MPS across our competitors and customers to truly understand what the customer ultimately wants and needs versus what is being offered.

    We believe there are three types of customers, and each has its own expectation of a managed print service program:

    Price driven, not expecting a high service level.

    Cost conscious and expects a high service level with some value added services.

    Aiming for cost savings through business process improvements that increases efficiency and end user satisfaction, which could include technology implementation.

    In the market, we see most providers serving the Basic Needs and Blended Service customers. It’s an advantage for service providers like Auxilio to see the new MPSA definition fitting with the service level expectation of the Blended Service customer and their assumptions.

    As managed print services is evolving, Auxilio’s model evolves to include services outside of the traditional box-and-toner model to involve workflow around business processes comprising software and services. This is a focus on information management versus document management and requires a different personnel skill set and business plan. This transition is allowing Auxilio to service our mature accounts with software solutions and our expertise managing the program. This is not an easy transition as sales, solutions, implementation, and administrative functions have to change to meet a differing set of requirements for this offering.

    At Auxilio, in addition to the MPSA definition, we include the total cost of ownership in our service model, because just managing and optimizing devices is only part of an MPS program; business processes are what should ideally be the driving force behind what input and output devices are actually needed. The problem is that the anticipated print/copy volume drives the device requirement in an unmanaged environment, resulting in excess devices and capacity. As soon as a comprehensive MPS program is in place, then there is the opportunity to match business process to documents and information required for the business function that in turn leads to the input and output device requirements.

    The on-going adoption of digital devices and electronic content is reducing the need and reliance on the printed document, resulting in the need for fewer devices and a reduced total cost of ownership. Good for the consumer, bad for the vendor.

    As an industry, we will continue to experience the challenge of MPS and its variety of definitions and interpretation of the definition. MPS means a hundred different things to a hundred different people. As stated earlier, Auxilio references the MPSA definition as this best fits the MPS business model that Auxilio provides and now with the expanded definition, this provides additional gravitas for those vendors who can effectively transition their business model to broaden their scope of services rather than cherry pick the services they deem easy to provide and most profitable. In addition to the new definition and the multiple interpretations, providers must be flexible and adaptive to the customer’s ever changing business needs. MPS is not just a solution, it’s also an ongoing trusted partnership.

    Simon Vermooten is EVP Managed Print Service Strategy, Auxilio Inc.

  • 25-Jan-2016 10:22 AM | Anonymous member (Administrator)

    by Patricia Ames

    It is no understatement to say that office technology is evolving more quickly than ever before. But more than the technology, the strategies and tactics behind its use are evolving as well. Organizations are looking for ways to improve processes and boost the performance of the organization — and save money doing so. It is no small task. As a result, the office technology industry is experiencing a transformation as well, away from a box-oriented approach to a more consultative and solution-based mindset. 

    Evolve With the Times

    How should suppliers and providers react? To plan your approach, first consider the undeniable fact that the market is moving away from a hardware-centric mindset toward a more process-oriented approach. Let’s face it, hardware manufacturers are working in an environment where hardware has become increasingly commoditized. As a result, if you want to maintain any kind of margin while maintaining your client base you need to offer more. This might include some sort of customization or specialization that adds value and expertise, or simply the increased ability to solve more problems with your offerings. It’s not bad news for hardware suppliers. In fact, part of that “more” can be found in the incredibly advanced capabilities that we are now seeing with hardware. But ultimately, your success is contingent upon your ability to differentiate yourself with your ability to improve organizational performance and show increased value. 

    Have a Different Conversation

    For most hardware suppliers, this is a very different conversation to have with prospects and customers. The conversation is changing because of the growing need to streamline disparate systems and processes. Information is exploding from every portal and the need to capture, manage and archive that information is an ever-growing challenge. Any solutions that help streamline and automate that effort are in high demand as a result. And if hardware manufacturers are the ones that can integrate a solution to improve the process then they will get the client.

    Change Your Focus

    Suppliers therefore must adopt a mindset: process first, then the hardware. While this may seem like a challenge to the familiar status quo, remember that there is a great deal of opportunity in this shift in mindset. Dealers and resellers have a unique opportunity to start developing vertical strategies that take advantage of these new developments in the market by focusing on the process first. Building specialized know-how in specific industry segments also does a great deal to differentiate you from the competition and bring real value to your clients. 

    Moving Forward

    How should you move forward? It is important to know the full capabilities of the equipment you sell and to work to become an expert in the processes they support. This will give you maximum flexibility in selling solutions to your clients. But most of all, you’ll have better success because you’ll be tapped into the process and the real needs of your clients. It’s clear that newer scalable solutions utilizing cloud-based platforms offer a great deal of flexibility and can grow with your clients. So make sure to understand those benefits and incorporate them into your offerings to broaden out your portfolio and appeal.

    Patricia Ames is senior analyst for BPO Media, which publishes The Imaging Channel and Workflow magazines. As a market analyst and industry consultant, Ames has worked for prominent consulting firms including KPMG, and has more than 10 years’ experience in the imaging industry covering technology and business sectors. Ames has lived and worked in the United States, Southeast Asia and Europe and enjoys being a part of a global industry and community. Follow her on Twitter at @OTGPublisher or contact her by email at

  • 20-Jan-2016 7:14 AM | Anonymous member (Administrator)

    by Doug Bies

    2015 was a unique year in the print industry, the MPSA, and my career. The MPSA made some huge strides under the new leadership that was sworn in at ITEX in March. The print industry itself continued to evolve with a number of major announcements, while from a career perspective, I accomplished more for the MPSA and Canon than I previously thought possible.  

    Although at ITEX in March many of us on the MPSA Executive Committee and Board of Directors already knew one another from within the print industry, none of us knew how we’d work together to evolve the MPSA in 2015. Under Kevin DeYoung’s leadership, the MPSA has made a number of key moves to help evolve into what it is today.  Some of these 2015 accomplishments are listed below.

    • New MPSA Definition – In early December, based on MPSA member collaboration, the MPSA released an update of the definition of MPS. Although most organizations create their own definition of MPS, the MPSA’s definition holds value because of who created it and is often used by sales organizations to help define MPS to customers
    • New Committee Leadership and Projects – A number of MPSA committees, including Education, Marketing/Communications, and Membership, expanded and gained new leadership. The Education Committee developed the framework for a playbook called “How to Conduct a Proper Assessment,” which is expected to be released mid-year. The Standards and Best Practices Committee also progressed on a deliverable around MPS Break/Fix Service Best Practices, which also is expected to be released around mid-year.
    • New Members – Several midsized organizations joined the MPSA and increased their involvement with in the MPSA
    • Increased Board of Directors – The MPSA welcomed two new Directors to the Board in an effort to leverage these members skills and bring value to the MPSA and MPSA members
    • Membership Value Committee – The MPSA created this committee to help better deliver value to the MPSA’s current members, and this group has made great strides since its creation
    • ITEX live meeting – The Executive Committee and Board of Directors met and collaborated over a three-day period at ITEX in Ft. Lauderdale in March, helping lay the framework for what we accomplished in 2015
    • ChannelCon – The MPSA ran a booth on the exhibit floor at ChannelCon and facilitated key meetings amongst members
    • Webinars – The MPSA conducted a number of webinars that presented organically developed content to educate members. 

    2015 also featured a number of key industry announcements that will no doubt help to transform the print industry and the MPSA. As page volumes continue to decrease and end users become less reliant on physical paper output, print-centric organizations will continue to evolve. I’ve been lucky to be in a position within Canon to be able to assist with this sort of MPS evolution. During the past year, I learned a lot at Canon and the MPSA, and this will continue to help me bring value to both organizations for years to come.

    Doug Bies of Canon USA is vice president of the MPSA and co-chair of the education committee. Doug entered the print industry after receiving his marketing degree from Northern Illinois University in 2005. After successfully selling hardware, software, and solutions, for a number of years at Océ, he played a key role in creation and monetization of Océ's MPS Program. Following Canon's purchase of Océ, Canon leveraged Doug's experience at Océ to further develop Canon's MDS Program. Doug's experience with MPS program development, social media, sales, marketing, and planning will play a key role in both the future of both Canon and the MPSA.  

  • 31-Dec-2015 2:37 PM | Anonymous member (Administrator)

    by Patricia Ames

    I started writing this blog thinking I would highlight the top news stories of 2015 and talk about the HP split, the financial woes of some of the major OEMs, the big mergers and acquisitions of the year and maybe mention a few of the big lawsuits. I then decided to change direction, thinking a year in review was not very original. So I decided to concentrate instead on some of the big themes in 2015 — security, the renewed focus on the SMB, new technologies revolutionizing the industry, our challenges incorporating millennials in the workforce and maybe touch on some of the hype surrounding 3D printing.

    Then I realized the biggest story of 2015 for the MPSA was really about the astounding amount of talent the association has gathered and the unique voices of its members. When I look at some of the most widely read industry articles and blogs of 2015, a large percentage involved the MPSA community in some way. I don’t want to steal any of MPSA vice president Doug Bies’ thunder, as Doug will be covering specific MPSA contributions and achievements in his blog in early 2016, so I will focus on the broader industry contributions.

    Here is a recap of some of the notables:

    GreatAmerica Financial Services was active all year, sponsoring events, exhibiting at trade shows and OEM dealer events, continuing major integrations with top vendors in the industry, winning awards and holding workshops to help educate their dealers, including the stellar managed IT workshops led by Paul Dippel. Somehow amidst all of that activity, they also managed to contribute to the community by writing articles and blogs. Jennie Fisher wrote an excellent piece discussing dealership transformation, and gamification was the topic of this blog by Lynette Bossler. Kim Louden is a current board member and co-chair of the Standards and Best Practices committee and Josie Heskje is co-chair of the Marketing Communications committee.

    Muratec was also a dynamic presence in 2015. They formed a significant partnership with Intellinetics, released a number of new devices and Lou Stricklin, treasurer of the MPSA, weighed in on selling to the SMB.

    Canon had an active year and was a top contributor of subject matter expertise to the community in 2015.  Canon amazed the industry with their innovations at the Canon Expo in 2015, which occurs only every five years.  Dennis Amorosano walked us through taming the dragons, and on the lighter side, Canon was the sponsor of the now infamous copier drop. Active Canon MPSA members include Vice President Doug Bies and Marketing Communications committee co-chair Ann Priede.

    Powerhouse supplier Clover Imaging Group had a major rebranding in 2015. Parent company to MSE, West Point Products, Depot International, OPRA and more, they made a big splash in the news by announcing major partnerships with Konica Minolta and most recently, Sharp. One of the most active Clover executives in the MPSA is longtime member and current Secretary Sarah Henderson. She is also one of the most consistent educational content contributors to the industry, writing about Six Sigma as it can apply to MPS and giving tips on successful supply management. In addition to Sarah, Team Clover has Aldo Spensieri as chair of the Education committee.

    Supplies Network/Distribution Management is a longtime member of the MPSA. Their Gear eXperience program takes resellers beyond traditional MPS to a portfolio of holistic solutions. Ron Alphin serves on the board of the MPSA and is the sponsor of the Standards and Best Practices committee.

    One of the best parts of this amazing industry is the willingness of the companies and individuals to give back to the community. MPSA corporate members Muratec, Clover and YSoft are teaming up with MWAi to support the Jillian Fund, following MWAi’s 2015 charity motorcycle ride across the country to honor one of the industry’s most beloved dealers, Bobby Shields and raise funds for cancer research.

    Corporate members were not the only contributors however. Individual members also got their voice out in the community and made an impact.

    Former president of the MPSA and current board member, Greg Walters, is a prolific writer with a book already published and reams of articles and blogs designed to spark provocative discussions on just about every theme germane to the industry. His blog on the HP split was one of the most read of 2015.

    And last but not least, let’s not forget Doug Johnson, founding member and former Treasurer of the MPSA. A long-time contributor to the MPS community, Doug has been weighing in recently on channel strategy, invoking Yogi Berra. It can’t get better than that.

    There are many, many more generous contributors from the MPSA that have not been mentioned in this blog and I apologize if you were not included. The fact that there are too many to mention is perhaps the greatest gift of all, and the reason 2016 will be a spectacular year for the MPSA — the industry can only benefit from that. Happy New Year everyone and thank you all!

    Patricia Ames is an analyst at BPO Media, which publishes The Imaging Channel and Workflow magazines. Ames has lived and worked in the United States, Southeast Asia and Europe and enjoys being a part of a global industry and community. Follow her on Twitter at @OTGPublisher or contact her by email at

  • 14-Dec-2015 10:50 AM | Anonymous member (Administrator)

    by Doug Bies

    What is Managed Print Services? This question is so simple, yet so complex. Years ago, in the pre-MPSA era, if you polled 100 industry resources on this question, you probably would have received 100 different answers. Not that any of them were wrong or right, it’s just that an organization like the MPSA didn’t exist to help define MPS. MPS in its infancy was fairly basic and often considered a new business model to capture revenue on HP printers.

    Since that time, our industry has evolved greatly, as has MPS. Although the MPSA was founded in 2009, many of its members have been involved in MPS for many years prior. Through our MPSA members, we helped define MPS and used this definition to help our own organizations develop MPS programs and sell them to our customers.

    What was once considered basic HP printer support has witnessed a complete evolution to what we know as MPS as today.

    On December 2, the MPSA announced an update of the MPS definition. A special committee that included many of the brightest minds in the MPS industry collaborated over a number of meetings to talk through what MPS was, is, and how the MPSA should define it.  

    As a result, MPS is now defined as, “The active management and optimization of business processes related to documents and information, including input and output devices.”

    Let’s face it, when you compare the updated definition to the previous one, I can see how some would not see a difference, as structurally, MPS is defined pretty similarly to how it was previously. There is reason for that though.  

    MPS has evolved, yet much of the revenue associated with MPS engagements comes from the printed page.  

    Our paying organizations exist because they are profitable and drive this profit from recurring pages generated through MPS, hence the inclusion of “input and output devices” in the definition. Although corporations are seeing less reliance on document output, the complete death of page volume is more fiction than fact.

    “Business Processes” and “Information” are what really stand out to me in the updated definition. Think about these two key phrases and how you help your customers today. It’s not about saving customers 30% or a few mils on clicks, it’s more about how you can help your customers with their business processes and the information they use to run their organizations. MPS isn’t as easy as it once was, but with customers today having complex needs, MPS should be leading sales conversations. 

    We as an industry owe it to our customers and ourselves to focus less on the perceived commodity behind MPS and deliver MPS that can help our customers achieve positive business outcomes. Let the MPSA’s updated definition of MPS help guide your discussions and sales efforts today and into the future.

    Doug Bies of Canon USA is vice president of the MPSA and co-chair of the education committee. Doug entered the print industry after receiving his marketing degree from Northern Illinois University in 2005. After successfully selling hardware, software, and solutions, for a number of years at Océ, he played a key role in creation and monetization of Océ's MPS Program. Following Canon's purchase of Océ, Canon leveraged Doug's experience at Océ to further develop Canon's MDS Program. Doug's experience with MPS program development, social media, sales, marketing, and planning will play a key role in both the future of both Canon and the MPSA.  

  • 30-Nov-2015 8:47 AM | Anonymous member (Administrator)

    by Ann Priede

    Have you ever listened to those TV commercials for new prescription drugs that include a laundry list of side effects so severe that you wonder if it’s worth taking the prescription to begin with?

    I was recently thinking about why companies decide to adopt a managed print strategy and how they manage the conversion – which often results in some unpleasantness for end users – and this analogy struck me as very appropriate. First, unmanaged print is much like an illness in that it deprives a company from operating at its best. Second, knowing about the side effects of the prescription – in this case managed print – ahead of time helps to alleviate the discomfort that may result from taking the medicine. Which leads me to change management.

    Change – even positive change – is often a bitter pill to swallow. People develop comfortable habits and routines and are loath to change them without good reason. It’s a classic case of WIIFM (What’s In It For Me), and a well-planned comprehensive change management campaign helps employees at all levels understand why the change is coming, how it will be implemented, and why it’s beneficial. 

    • Common reasons for change include reducing costs, increasing productivity, and enhancing security.
    • Implementation methods range from supplementing existing equipment to a wholesale replacement of the entire fleet and can include services and staffing along with hardware and supplies. 
    • Benefits must be relevant to employees, which may dictate a variety of messages – cost savings for managers, better workflows for staff, less waste for environmentally-conscious employees.

    A change management campaign can consist of a variety of approaches, including the use of printed posters, corporate newsletters, email, pop-up messages, company Intranet, and change advocates or specialists. The proper use of change management can ward off and perhaps eradicate common side effects of implementing print management, such as:

    • Printer hoarding: users hide their personal printers to avoid having to walk down the hall to retrieve their output;
    • Printer envy: users want what their coworker has, regardless of what they actually need;
    • Printer cloning: users insist they need a like-for-like replacement, even if they don’t use many of the features of their existing device; and
    • Printer gluttony: users continue to purchase printers outside the managed print agreement.

    Ongoing change management is essential to prevent users from relapsing into old habits and routines. With regular application and communication to end users, you can keep them pain free so that they can enjoy their printing and imaging lives to the fullest.

    Ann Priede is Operations Manager at Canon Solutions America and co-chair of the Managed Print Service Association (MPSA) Marketing Communications Committee. Priede has more than 25 years of experience in the imaging industry and has covered technology and services for prominent market research firms Lyra Research and Photizo Group. Prior to being an industry analyst and consultant, Priede held a number of positions in product marketing and product development for Konica Minolta. Contact her at

  • 20-Nov-2015 11:58 AM | Anonymous member (Administrator)

    by Robert Palmer

    Over the past couple months I have been discussing the significant opportunity available to service providers by expanding your practice deeper into managed content services. My point is that there are many commonalities between MPS and MCS, and many of those areas have been exposed in this multi-part series. With this installment, I will look closer at issues those issues important to delivering a comprehensive workflow assessment.

    When it comes to process optimization, streamlining paper-based workflow is the most natural place for most organizations to begin. This could involve many different aspects, from digitizing content to automating existing paper-based processes. Most businesses are already involved in paperless strategies and converting from paper to digital, but the transition is not always easy.

    Moving from paper to digital likely means implementing a new document management or enterprise content management (ECM) system, which can be troubling for some companies due to the costs and time involved with such a process. Business managers and CEOs are naturally wary of programs that might disrupt the existing work environment or require significant changes to the IT infrastructure.

    A comprehensive workflow assessment can help organizations create an implementation plan for process optimization and help ease the transition. The plan should not only identify problem areas in the existing environment, but also set parameters for measuring the effectiveness of new procedures, including those that involve workflow automation. During the initial stages of the workflow assessment, it is critical to secure participation from both management and employees—particularly those who have direct interaction with corporate documents and information.

    As is the case with a typical MPS assessment, the workflow assessment can only be successful when there is buy-in from management and staff. Individual employees are likely the most knowledgeable when it comes to defining existing work processes and identifying specific trouble spots. At the same time, gaining employee trust during the earlier stages will help to ease the transition to a new or replacement process.

    A comprehensive workflow analysis should look closely at a variety of areas related to document infrastructure and information management, including existing document management systems, content management systems, security requirements, document workflow, review and approval processes, mobile integration, and the need to integrate with legacy business systems.

    It is also important to develop a detailed understanding of how information moves throughout the organization. The workflow assessment should help to identify the mix of electronic and paper-based processes; locate disparate document silos and digital repositories; identify problems associated with document storage, retrieval, and distribution; quantify and qualify existing physical constraints; and, identify existing measures surrounding information security and regulatory compliance.

    With a detailed understanding of the existing document infrastructure, it is possible to begin mapping out current paper-based processes. Business process mapping is a crucial step in the initial stages of workflow assessment and analysis. By creating a schematic representation of the sequence of events that occur during any given process or task, it is easier to identify workflow bottlenecks and potential areas for optimization.

    Process mapping can be done manually, but there are a wide variety of software applications available for process modeling and many are offered as SaaS-based solutions for service providers. As part of the workflow assessment, process mapping serves as a foundational tool for creating a baseline of comparison between prior conditions and the desired result or business outcome. It also serves as a tool to facilitate communication with all those involved in the specific process.

    Robert Palmer is chief analyst and a managing partner for BPO Media, which publishes The Imaging Channel and Workflow magazines. He is an independent market analyst and industry consultant with more than 25 years experience in the printing industry covering technology and business sectors for prominent market research firms such as Lyra Research and InfoTrends. In December 2012 he formed Palmer Consulting as an independent consultancy focused on transformation, mobility, MPS, and the entire imaging market. Palmer is a popular speaker and presents regularly at industry conferences and trade events in the U.S., Europe, and Japan. He is also active in a variety of imaging industry forums and currently serves on the board of directors for the Managed Print Services Association (MPSA). Contact him at

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