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What Does a Successful MPS Engagement Actually Look Like?
April 29, 2016
We have spent a lot of time in this space discussing Managed Print Services, or MPS for short, and for good reason. These engagements can help users and businesses drastically improve their print setups, not to mention make a profound impact on the financial bottom line. Quite honestly, if someone told you they could save your business money, and give you more time to focus on what matters&8230;wouldn’t you be very interested? Late last week, Xerox in a guest posting on their Enterprise Matters Blog by Gary Tammaro, VP, Global Service Delivery, Xerox Large Enterprise Operations (LEO) spoke about the results of a recent IDC study that looked at MPS service delivery and how you measure its success or failure. The report, originally written by IDC’s Holly Muscolino and released back in February 2016 showed that the factors that defined success going in were perhaps different after the engagement had begun. According to Tammaro, this makes perfect sense because it can take time to fully see how an MPS is delivering value to one’s organization.
Going into their engagements many expected the most important factor was going to be cost. After reflection upon their choice to opt for MPS, notes Tammaro, it turned out the most important factor was a clearly defined service level agreement or SLA. After the engagement was rolling other things creeping towards the top were information and document security procedures. All of these are likely only realized through experience that may not be apparent at the beginning.
While it is certainly essential to fully understand the types of things you can expect from an MPS partner, it can takes immersion in the process to appreciate what it possible. The IDC study took the process a step further, as the respondents included executives who had already been through at least one successful MPS contract.
Among the top metrics used to analyze their data and operations as determiners of success was overall cost savings, followed by a reduction in transaction cost and reduced usage of printing and paper. When asked about going back to the RFP process again, a leading differentiator for respondents, though not the only one, remains excellence in the delivery of the agreed upon services. Another key factor, as one may expect, is security. Protecting print jobs with the right level of security whether it be PIN authentication or another measure certainly matter in this era of business, especially in large enterprises.
Also included in the results are various stages of success that span the MPS lifecycle which includes assessment, transition, and management. Examining the study in greater detail, users gain insight into not only what true MPS service delivery excellence is, but also maps them to the various stages where applicable. Among the other things included in the results are a listing of top challenges by MPS stage so those who are seeking a new engagement or planning MPS for the first time can get some indication of what to expect along the way.
To see more detailed information about any of the topics here, you can view the report in more detail by visiting http://www.service-delivery-research.com/. Also at that site, you will find a free, downloadable tool called the MPS Buyer’s Checklist: Ten Questions Organizations Should Ask Their Managed Print Providers which is well worth the short read.