Phase 4. Manage
Benefits of an MPS transition occur in two areas:
The obvious results of transitioning the whole organisation to an optimised print/copy environment.
The less obvious, ongoing improvements that occur as understanding of fleet utilisation grows and new efficiency potentials come to light.
To get to the former, a disciplined approach to three key service management processes must be followed. This should be directly supported by the suppliers’ MPS tools, employees and infrastructure.
Asset management is the process of maintaining a single database of every aspect of an organisation’s managed devices. This database includes information on device type, capability, cost, location, users, contracts, meters and performance. It is the heart of Xerox’s management capability feeding the right data to the client, Xerox and its suppliers as and when required.
Incident management ensures that when your company needs something, the partner knows exactly what it is and how to resolve it and can report on their performance to the customer. The XSM software features a full Service Desk software package that links in real time to your print environment. This means that the moment a device detects a potential fault, it can notify the Xerox service desk, which can then perform remote diagnostics with no user intervention.
Report management allows your MPS provider to analyse all of the data collected from the client in XSM and create service level reports that know exactly how the service is performing against the contracted SLA’s and defined budgets.
Finally, the Service Portal enables your MPS provider to give you a single website to log into to access reports, check meter reads, request supplies and report breakdowns. This service portal is customisable based upon customer and user type, ensuring that the only people allowed to see specific information are allowed to do so.
The MPS provider you select should have the tools, software capability, central support and management necessary to deliver an ongoing and systematic, scalable solution throughout the entire organisation. This means managing not just the devices, but also meeting required service levels, including those for consumables replenishment, break-fix services and helpdesk support in the language(s) required.
The provider must supply a single, consolidated invoice for every location/group, one that includes detailed management reporting. They should regularly report opportunities for additional streamlining and costs savings, encompassing changes in the output environment as business requirements change and make needed improvements as specified.
