A Complete Guide to

Managed Print Services

An Industry Overview & How to
Find Your Competitive Advantage!
A publication of

About PrintFleet
PrintFleet Inc. is an independent software and services vendor that specializes in the development of
print management and assessment software solutions, training, and business development and support
programs for dealers and distributors in the imaging industry.
We believe that the success of our company lies in our people. PrintFleet is a close-knit group of
dedicated, progressive individuals who bring together an eclectic mix of experience within all areas
of the company. This experience, dedication and passion for what we do, is transferred onto you, our
valued customer. We settle for nothing but success and want to ensure yours.
As the first company to offer a rapid assessment tool, a comprehensive dealer hosted remote print
monitoring application, and various professional development and training programs, we are the leader
in the print management arena, helping dealers control 100 percent of print and imaging within their
client sites.
Managing over 3 billion pages monthly world wide, we offer unparalleled data collection, data integrity
and back end support within our family of print management software solutions ranging from simple
rapid assessment to advanced, independently hosted print management. PrintFleet software coupled
with our award winning sales, marketing and technical support programs, empower dealers to build
stronger customer relationships while evolving their overall corporate value.

Table of Contents
What is Managed Print Services? ....................................................... 4
What are the Opportunities for MPS? ................................................ 6
What are Current Industry Trends? .................................................... 10
How You Can Use MPS to Help Your Customers ................................. 12
Strategic Planning 101: Your Mission, Vision & Values ....................... 15
Conclusion ........................................................................................... 22
Additional Resources & Worksheets ................................................... 24

Managed Print Services

What is Managed
Print Services?

The Managed Print Services Association (MPSA) defines managed print services as the active
management and optimization of document output devices and related business processes. More
specifically, Quocirca defines managed print service as the use of an external provider to assess,
optimize and continually manage an organizations document output environment in order to
lower costs and improve productivity and efficiency while reducing risk. Furthermore, MPS gives
organizations the opportunity to reduce costs and improve efficiency by rationalizing the print
environment.
MPS generally covers three broad service areas:

ASSESSMENT

50% OF COMPANIES CATEGORIZED THEIR

PRINT VOLUMES AS MODERATE TO VERY HIGH
- COMPTIA

OPTIMIZATION

MANAGEMENT

Assessment - through a review of an organizations current print environment in order to provide

recommendations for a more optimized print environment
Optimization - through device rationalization and consolidation in order to develop a governance
framework for a full enterprise MPS
Management - through a continuous process of improvement, business/organizational reviews,
Service Level Agreements (SLA) monitoring, remote management and workflow improvement

Opportunities for MPS

What are the

Opportunities for
MPS?

According to IDC, the global market for managed and basic print services is expected to double
between 2010 and 2015. More specifically, IDC claims that revenues are expected to climb from
$23.5 billion to $40.5 billion within this period. Managed print service providers also expect
significant growth opportunities.
The following are CompTIAs main factors contributing to MPS market growth:

1 in 3 MPS Providers Expect Significant Market Growth

Factors contributing to growth - from the perspective of MPS

Growing customer awareness of MPS

55%

Improvement in operations / getting better

at delivering MPS profitablilty

50%

Investments in sales/marketing leading to

new customers

56% OF FIRMS WITH HIGH PRINT VOLUMES

REPORT BEING MPS ADOPTERS. - COMPTIA

45%

Improving economy / customers in better

position to spend
High growth in specific verticals such as
healthcare or legal services
New partnership with vendor

44%
39%
36%
Source: CompTIA Managed Print Services Trends Study

CompTIAs research indicates that 1 in 3 managed print service providers expect significant growth
(defined as 10% or more), over the next 12 months. Another 53% expect a more modest growth
during that same 12-month period.

What are the

Current Industry
Trends?

Other opportunities for Managed print include:

Mobile print/document management
Supply level management
Improved remote monitoring/meter collection
Quality education of business decision makers will significantly increase demand for MPS
Service providers looking to offer MPS services outside of their current product/service offering

MPS Adoption Intent

14%
Received an MPS
assessment

24%
Researched MPS

42%

Internal discussion how to improve print

process

Source: CompTIA Managed Print Services Trends Study

GLOBAL MARKET FOR MANAGED AND

BASIC PRINT SERVICES ARE EXPECTED TO
GROW FROM $23.5 BILLION IN 2010 TO $40.5
BILLION IN 2015. - IDC GROUP

Current Industry Trends

Cloud-based Services

Mobile

A move to the cloud means a new expansive ecosystem; one where multiple solution providers can
work together to streamline business processes.

Mobile is currently a work in progress in terms of printing and MPS. However, ideally with mobile
we will see the ability to print anywhere, anytime.

Implications:
A significant decrease in costs which enables increased margins
An ability to focus on what you do best and serve your customers since you no longer need to
house, manage and store all of the systems and the data associated with it
Ease of deployment and use of any number of software services and solutions which enables
choice and the ability to utilize multiple service providers to better serve your customers

Implications
Universal ability across all platforms and devices when multiple manufacturers/solution providers
work together
The ability to print anywhere, at any time, encouraging more people to print as the process will
become more efficient and convenient

Security

Automation means that we are now able to manage information from the devices themselves rather
than rely on the human interaction with the devices that exist today

Security continues to be a crucial component for both you and your customers - even more so as
data moves into the cloud and across multiple platforms.
Implications:
SLAs will become more important, detailing the security levels data enters
An incease in solutions centred around pull printing whereby print jobs are released after user
authentication
Staying aware of legislation both locally and globally (ie. HIPPA, Sarbane-Oxley, etc)

Big Data
Big data, meaning the diverse and ever-growing set of data used to help organizations gain deeper
insights into their business, is certainly a hot topic. The more data we have the easier it is for us to
make informed decisions.
Implications:
More business process optimization - the future!
Solutions and interpretations from all this data will be evergreen

Automation

Implications:
Automation enables automatic supplies and consumables fulfillment
A streamlined approach for both you and your customers
Administrative and Technical staff can be deployed to manage customer focused issues, rather
than internal managing and monitoring of the system

MPS Benefits for Customers

How You Can Use

MPS to Help Your
Customers

Implementing an MPS solution at a customer location can be challenging. However, an MPS

program is designed to help your customers meet their overall business objectives and goals, while
helping to streamline overall business efficiency.
Use the following MPS benefits to help win that business with your customers:
Printer Fleet Reduction - Fewer devices deployed across the enterprise
Reduction in Print Volume - Fewer pages printed without negatively effecting business process
Improved Security - Enforcing user authentication before print jobs are released, tracking user
activity
Control & Accountability - accurately allocate costs in order to capture billable activities, analyzing
departmental and individual usage patterns

25% OF NON-MPS ADOPTIONS WILL

CONSIDER IMPLEMENTING AN MPS
PROGRAM OVER THE NEXT 12 MONTHS.
- COMPTIA

Environmental Benefits - Reduce paper usage, lower electrical consumption and recycle toner
cartridges
Eliminate IT Workload - Reduce IT resources being used for print issues
Utilize Powerful Software - Schedule a free demo with one of our MPS experts to find out how an
MPS program can help increase your overall business efficiency!
Source: Photizo Group, A CXOs Guide to Managed Print Services

Key Factors in Adopting MPS

1. Improve consistency and reliability of print service
2. ROI / Cost savings
3. Free up IT staff time
4. Proactive maintenance, service and support
5. Reduction in wasted paper, supplies and energy
6. Simplified, consolidated billing from a single vendor
7. New capabilities (ie. document management or BPA)
8. Consolidation / streamlining of unmanaged print environment
9. Reporting / visibility into printing activity and costs
10. Enhanced security / compliance
Source: CompTIA Managed Print Services Trends

Strategic Planning 101:

Your Mission, Vision &
Values

THE ESSENCE OF STRATEGY IS CHOOSING

WHAT NOT TO DO - MICHAEL PORTER

Strategic Planning

Why You Need a Plan

While an effective MPS program can help improve overall business efficency and productivity - your
organization success is only as good at your strategy. Quite simply; strategic planning determines
where your organization is going over a certain period of time, how its going to get there and how
itll know whether it got there or not. The focus of any strategic plan is for your organization as a
whole. The path to developing your strategic plan is very much dependent on the structure of your
organizations leadership, company culture, complexity of your business environment and company
size.
Most often, organizations already know much of what will be in their strategic plan. However,
the development of your strategic plan will greatly aid in clarifying your organizations goals and
objectives and ensure that everyone is on the same page.

Strategic Planning Cycle

Goals

How can we improve?

Where do we want to go?

Mission
Vision
Values

Results

Desired
Outcomes
How do we get there?

How did we do?

Measures &
Targets

Strategies

How do we measure success?

Developing a solid strategic plan takes time, effort and resources. Without a clearly defined and
articulated strategy your priority initiatives may not be given the time and reasources needed to
ensure worthwhile execution.
Top 5 reasons you need a strategic plan:

1.

To set direction and priorities

2.

To get everyone on the same page

3.

To simplify the decision-making process

4.

To drive overall alignment

5.

To effectively communicate the message

Your strategic plan will answer 5 key questions:

Where do you want to go as an organization?
How do you get to where you want to go?
How do you measure the success of your efforts?
How did you do overall?
How can your organization improve in the future?

Whats Your Mission?

Whats Your Vision?

Mission Statement
Your mission statement describes the overall purpose of your organization. It is a constant reminder
to your employees of why your organization exists and what its founders envisioned when they first
created your company. Your mission statement should, in a few succinct sentences, articulate every
facet of your business including:

Vision Statement
Your vision statement includes a vivid description of your organization as it effectively carries out
its operations; a snapshot of what your optimal desired future state will be. The vision statement
highlights what your organization wishes to achieve for the mid-term or long-term future (ie. five to
ten years).

The range and nature of the products and/or services you offer
Pricing, quality and service of your company and its offerings
Your marketplace position and growth potential
Your relationship with your customers, employees, suppliers and/or community

A great vision statement will provide the inspiration necessary for daily operations of your
organization and will help mold your strategic decisions.

In order to develop your mission statement, ask yourself the following questions:

What does your organization look like?

How big is your organization?
What are you known for?
Why does anyone care about your organization and what you do?
How do your employees feel about working for you?

Why are you in business?

Who are your customers?
What image of your organization do you want to convey?
What is the nature of your products and/or services?
What level of service do you provide?
What role do you and your employees play?
How will/do you differ from your competitors?

In order to develop your vision statement, ask yourself the following questions:

Example: The PrintFleet Mission

Example: The PrintFleet Vision

PrintFleet exists to provide timely, reliable data that creates actionable information enabling
automation of processes within the industries we serve. Data-driven automation will make things
faster, better, less expensive and more efficient. Through enabling supply chain efficiencies we
will generate exceptional value, enabling improved margins for the benefit of our shareholders,
partners and employees.

Our long-term goal is to be a $100M+ company. In so doing we will transform the office imaging
industry, playing a significant role in taking it to a new level of industrialization, realizing historically
unprecedented efficiencies and significantly reducing economic, social and environmental waste. We
will become indispensable to the industry, as well as unique and very difficult to replicate.

What are Your Values?

Value Statement
Your value statement is a description of your organizations core principles and beliefs. The
value statement is used to create a favourable image of your organization amongst customers,
employees, suppliers, the local community members, as well as in the media. In essence, value
statements include both general and specific discussions of how your organization will pursue its
principles.

Example: PrintFleet Values

Commitment to the environment

Fair treatment of employees
Charitable work within a community
Contributions to improve your industry or a
particular profession

We will:
Deliver industry benchmark customer support.
Be a place our employees recommend as a place to work and develop ones career.
Foster innovation and opportunity in our local business community.
Do the right thing, based on our collective values and commitment to providing
exceptional service to our customers, employees and community.
Foster an open and transparent work environment based on respect for individuals
and individual opinions.
Encourage our employees to take risks and view failure as an opportunity to learn
and create new value.
Foster relationships throughout the industries we serve and count on reciprocal
loyalty and support.

In order to develop your value statement, ask

yourself the following questions:

We recognize that our employees thrive on clarity of purpose in an environment

defined by spirited collaboration.

What are the core priorities within your

organizations culture?
What drives your organization and its priorities?
What are your organizations core values? (establish four to six to start!)

We will continually focus on segregating roles while integrating business processes,

relying on teamwork rather than heroics to drive our success.

The following are examples of general values:

Conclusion

Thank You!
We want to take this opportunity to thank you for downloading
this eBook. We sincerely hope that you have found this information
useful for both yourself and your organization.

We hope this eBook has given you some insights into the MPS
market. It doesn't matter how long you have been providing MPS
solutions - it is always important to take a moment to evaluate
the market you are in and the goals you have set as a business.
36% penetration of MPS in end-users means that there is a lot of
print and its associated devices to be managed in some way. Let
PrintFleet help you get more of that market.

Want to learn more about PrintFleet software

solutions? Schedule a free demo with one of our
dedicated MPS advisors today!

Schedule Demo Here

..Because we couldnt have

done this without them

Additional
Resources and
Worksheets

CompTIA (www.comptia.org)
Trends in Managed Print: Perspectives from Customers and MPS Providers
7 Steps to Managed Print Services Success: A Practical Guide for Solution Providers
Photizo Group (www.photizogroup.com)
A CXOs Guide to Managed Print Services: How to Achieve the Trifecta of Corporate Benefits
IDC (www.idc.ca)
Worldwide Managed Print Services 2011 Hardcopy Vendor Analysis
Quocirca (www.quocirca.com)
Managed Print Services Landscape, 2013: A vendor Analysis of the Global Enterprise MPS
Market
Gartner (www.gartner.com)
Magic Quadrant for Managed Print Services, Worldwide
Inc. Magazine (www.inc.com)
10 Questions to Jumpstart your Strategic Process Planning
Creating a Company Vision
5 Tips for a Useful Mission Statement
Lake Earie College (www.lec.edu)
Strategic Planning Workbook

MPS Evaluation Worksheet

MPS Evaluation Worksheet (Continued)

Every company or organization wants to save money and increase its overall efficiency. An effective
MPS strategy and program can help reduce costs associated with printing by up to 30%. In order to
get the most out of your current MPS program or when implementing an MPS program for the first
time, you need to ask yourself the right questions. Weve compiled a list of the top 9 questions we
ask when helping our customers with MPS.

5. Are all of the above departments aware if they will be impacted? Which departments have
displayed the most excitement and readiness, and which have displayed the least?

1. How many customers/machines in field do you currently have and what percentage are
currently under an MPS contract?

6. How do you envision the software assisting your sales team?

2. If applicable, what does your current MPS contract(s) include?

7. Sales (number of devices, page volumes, number of employees, etc)?

3. What are your overall goals and expectations for your MPS program? What departments do you
expect to streamline/improve (ie. meter collection/billing, sales prospecting, supplies fulfillment,
etc.)

8. How would your customers currently describe your business (ie. great customer support,
hardware and service provider, full service company, etc.)? Do you expect any changes to your
business with your MPS program?

4. Rank the following department/process in order of priority (which process should be

streamlined first, second, etc)

Meter collection / billing

Sales prospecting (ie. assessments)

Supplies fulfillment

Service fulfillment

9. What types of devices do you currently support?

Strategic Planning Worksheet

Strategic planning determines where your organization is going over a certain period of time, how
its going to get there and how itll know whether it got there or not. The focus of any strategic
plan is for your organization as a whole. Below is a worksheet to help you develop or refine your
organizations strategic objectives and goals to help you remain competitive.

SWOT Analysis
WEAKNESSES

STRENGTHS

Before conducting a strategic plan you must first take an inventory of your organization by completing
a SWOT Analysis.

Strengths - the qualities and attributes your organization has that enable you to accomplish your
mission. More specifically, strengths are the beneficial aspects or the capabilities of your organization.

SWOT

Weaknesses - the qualities and attributes that prevent your organization from accomplishing your
mission and achieving your fullest potential. More specifically, weaknesses are the factors that do not
meet the standards you feel your organization should.

Opportunities - are presented by the environment within which your organization operates. These
include market, competition, industry/government and technology opportunities.

Threats - arise when conditions in the external environment jeopardize the reliability and success of
your organization. Threats are often uncontrollable.

OPPORTUNITIES

THREATS

Strategy Formulation Worksheet

Mission Statement Worksheet

Current Mission Statement: (fill in)

Does the current statement clearly reflect the purpose of your organization?

Yes

No

Can the statement be supported by evidence?

Yes

No

Does this statement reflect your organizations priorities?

Yes

No

*No to any of these questions indicates that the current mission statement needs to be revised.

Example: Xerox Corporation

Through the worlds leading technology and services in business process and document management,
were at the heart of enterprises small to large, giving our clients the freedom to focus on what matters
most: their real business.

Goal

Objectives

Action
Items

Evidence/
Measure

What do you want

to accomplish?

What are you

going to do to
get there?

What will you

do to achieve
objective(s)?

How will you

measure
success?

Results

New
Action

How did you

do?

How can you

improve?

Goal #1
Goal Statement:

Objectives:

1.

2.

3.

4.

Objective #

Action Steps Needed to

Achieve Objective

Measurement

Resources

Contact Information

Head Office
301-275 Ontario Street
Kingston, Ontario
K7L 1T8
1-866-382-8320
www.printfleet.com