Back in the day, about four years ago, every OEM, large dealership, consultant, and training house had a managed print services program. Indeed, the big concerns tossed millions of marketing dollars at prospective MPS practices — remember the great Oki motorcycle giveaways and those Ricoh MPS roadshows? How about the Photizo conferences?
Times changed. More importantly, misaligned expectations, shortsighted hiring practices, and lack of ownership commitment killed many practices. The final blow came as OEM after OEM applied shell-game tactics, pitching themselves as services-led, but hamstringing dealers in the form of equipment quotas. How can ANY manufacturer promote a philosophy which endeavors to reduce the number of machines in the field?
So they didn’t. Instead, MPS corporate programs grew like weeds, defining optimized fleets as “machines carrying the same logo” and promising 30 percent savings
Relegated to “supplies and service” management, MPS slid to the background. Especially when the new “shiny object,” Managed Services, took center stage. But a funny thing happened on the way to the NOC — turns out, managing PCs and end-users and selling to IT folks isn’t as easy as it was expected to be. Indeed, quoting, presenting, and closing IT deals is downright difficult — more so than MPS. The selling is different, prospects act differently, and the infrastructure to support service agreements can be daunting. Once again, a great idea gets bogged down in the real world.
So we tried managed services, didn’t like the results, and now are looking at MPS from a different perspective.
Yes, MpS is coming back. I know dozens of successful MpS practices engaging clients, supporting MpS, and making a profit today; it isn't that we've completely abandoned the idea. But, I'm observing that we've left MpS to pursue the latest shiny object, managed services. I'm not deriding that effort - worthy is the quest away of print. And no, clients haven't fallen prey to our hypnotic social media or cold call campaigns - they've heard the "30% savings" mantra and see through the "optimized fleet" scheme. What I see is that we've come full circle. MpS programs, benchmarks, best practices, and philosophies have been rooted and everyone has logged their "10,000 hours. Today, we've got programs and associations: CompTia's Managed Print Services community, Xerox PagePack, Canon MDS, Ricoh MDS, HP MPS, Toshiba Encompass, Lexmark MPS, Sharp MPS, Muratec MPS, Kyocera MDS, Okidata MPS and the grand daddy of them all, your Managed Print Services Association. Today's software, unavailable in 2008, reads devices and spits out proposals in the blink of an eye.
Like cities in the dark, MpS programs dot the landscape: Supplies Network, Digitec, LMI, Clover, Synnex and more provide sales training, assessment/TCO tools, and automatic toner fulfillment. These managed print services pillars are proven, standardized and in place. In other words, managed print services is the status quo. The establishment is MpS.
Consider the following: MpS is part of a stale and complacent offering. Is there anything staler than copiers, printers, and paper? No. There is nothing more old-fashioned than marks on paper. Don't believe me? Ask your customers. The providers are not in touch with customers. While we've been promoting OEM-specific solutions and telling prospects about our 14 new models, businesses have been shifting from copying to scanning, relieving themselves of those big, nasty A3 copiers, and going paperless - without our help. Think I'm wrong? Check Xerox's earnings for the past 3 years; review HP's numbers for the same period and feel for those Lexmark CxOs, crash-coursing Mandarin. They all lost touch years ago. These shinny offerings are wedged into old business models. I've had paying clients tell me, "...if it(managed services) doesn't fit into the 'blah, blah, blah', copier dealer business model, it will never work..." Indeed, even successful managed print services practices utilize yesteryear's example; contractual services tied to equipment placements. What once was our strength, is now our greatest weakness. "Complacent, out of touch, old business models"- I challenge you to google, "How to Recognize an Industry Ready for Disruption" - you'll find that we are sitting on the bubble. The niche is primed for major turbulence; bigger than experienced at the beginning of MpS, and separate from current consolidations(OEM/Dealer). I suggest that you and I are on the cusp of a Revelation and Revolution. The MpS 'third day'. Resurrection. This time, the MpS revolution will be carried forward by in-the-field, MpS practitioners, free of stifling processes and discombobulated compensation plans... This time, executives who've forgotten how to sell, aren't fashioning a strategy designed to secure more self space, create equipmentquotas then calling it 'managed print services'...
This time, we help our clients move away from ink, away from printers, away from copiers, without the promise of 30% savings...
Who's coming with me? This moment will be the moment of "....something real and fun and inspiring in this God-forsaken business and we will do it, together..."
"Those that fail to learn from history, are doomed to repeat it."
- Winston Churchill
The Earth rotates, our Moon orbits, both circle the Sun, the solar system flows within the Galaxy and the Milky Way drifts through the Universe.
Nothing stands still.
Some observe "change" in patterns - our lifecycle, ocean tides, seasons, sunrises and sunsets - there is a basic rhythm and circular order. Though seasons repeat and the Sun always rises, each Summer is unique, every Sunset, one of a kind. Flow patterns have similar signs, yet every journey is singular.
Even though we live within the turbulence, recognizing the past in our future is challenging. The establishment doesn't like change.
"Progress, far from consisting in change, depends on retentiveness. When change is absolute there remains no being to improve and no direction is set for possible improvement: and when experience is not retained, as among savages, infancy is perpetual. Those who cannot remember the past are condemned to repeat it."
- George Santayana
Business systems abide the same laws yet it's difficult to recognize the signs of change, turn of seasons. Arguments are historically similar, the signs as prominent, examples clear, but buried in the status quo:
"There is no reason anyone would want a computer in their home." - Ken Olsen, founder of Digital Equipment Corporation
"It’s time we wake up from the pipe-dream of the paperless office..." - Wired
"Tsk. Death of the Copier? Come on, the OEMs will be around forever and people need to make copies. Who let this guy in?" - Some print/copier dude, Lyra, 2009.
We've all been here before - as a society and as the human race - today it's the internet, a century ago it was the telegraph. Today it's iPADs, yesterday it was chalk.
Chalk.
There have always been visionaries, there will always be Ludittes. As further illustration, consider the following list discovered years ago via Fred Kemp, a professor in Texas, by way of Collins and Halverson and originally presented by Dave Thornburg and David Dwyer.
They're describing resistance to change. I know you'll see parallels.
Fascinating:
From a principal's publication in 1815: "Students today depend on paper too much. They don't know how to write on a slate without getting chalk dust all over themselves. They can't clean a slate properly. What will they do when they run out of paper?"
From the journal of the National Association of Teachers, 1907: "Students today depend too much upon ink. They don't know how to use a pen knife to sharpen a pencil. Pen and ink will never replace the pencil."
From Rural American Teacher, 1928: "Students today depend upon store bought ink. They don't know how to make their own. When they run out of ink they will be unable to write words or ciphers until their next trip to the settlement. This is a sad commentary on modern education."
From FTA Gazette, 1941: "Students today depend on these expensive fountain pens. They can no longer write with a straight pen and nib. We parents must not allow them to wallow in such luxury to the detriment of learning how to cope in the real business world which is not so extravagant."
From Federal Teachers, 1950: "Ballpoint pens will be the ruin of education in our country. Students use these devices and then throw them away. The American values of thrift and frugality are being discarded. Businesses and banks will never allow such expensive luxuries."
From a fourth-grade teacher in Apple Classroom of Tomorrow chronicles, 1987: "If students turn in papers they did on the computer, I require them to write them over in long hand because I don't believe they do the computer work on their own."
From a science fair judge in Apple Classroom of Tomorrow chronicles, 1988: "Computers give students an unfair advantage. Therefore, students who used computers to analyze data or create displays will be eliminated from the science fair."
Breathtaking, isn't it? "Deniers" from 1815 to 1988.
I remember business owners back in the 90's exclaiming, “Why would I ever need a computerized accounting system?” Three years later, most of those suppliers were gone.
Do you hear similar comments? Yes, everyday.
OEM sponsored ‘studies’ reporting how office print is rising or a blog projecting paper as the preferred knowledge transfer medium appear almost daily; more signs lamenting "pen-knives" and "store bought ink".
I hope you're not telling your employees or prospects, they don't know how to "write on a slate without getting chalk dust all over themselves" or "Ballpoint pens will be the ruin of education in our country..."
Robots are replacing jobs like never before, and that's okay.
The business world is evolving away from paper - processes are quicker and more efficient when utilizing digital conveyance of information, and that's okay.
Technology will be the great equalizer, women will be paid the same as men, minimum wage may end up at $40.00/hr, but cashiers and order takers will be replaced with the aforementioned robots. And that's okay.
Study history, recognize the signs, see the future, flow through the now.
Don't be the historic-denier.
Curious about your future? Interested in technology as a catalyst? Join us for a thrill-packed, riveting, web-event, "The Future of Everything", May 19, 2016.
