MPS Success: Defined by Who Again?

If end-users and customers of managed print services (MPS) are generally satisfied with the delivery of their respective offerings, does this mean that providers are getting it right?

A recent article released by Benzinga.com cites a study by Quocirca Research, and co-sponsored by Xerox, stating:

• Printing counted for 10% of IT budgets in 41% of respondents.
• Printing counted for 10% of IT budgets in 65% of financial services firms.
• 50% of U.S. respondents expected to save 30% of costs by implementing an MPS strategy.
• 60% of current U.S. MPS customers were satisfied by their programs.
• 25% of current U.S. MPS customers stated their expectations were exceeded.

Many debates rage on between manufacturers (as providers), the channel, infrastructure providers (or VAR’s), and consultants… all who seem to be of an opinion their is a set of golden rules that apply to the engagement. Meanwhile, it would seem the end-user is getting out of it what they want.

In the same article, Photizo Group, which specializes in primary research for the MPS market, expects the market to grow at a CAGR of 25% to $26 billion by 2012-end. With that type of potential, this developing market space certainly warrants this type of attention.

So where is the disconnect?

While I have not seen the sampling size or specifics behind Quocirca Research, the numbers appear to be very compelling on the surface. Whether you trust a manufacturer, co-sponsored study or not, I think we are sadly missing the voice of the end-user in the on-going industry debate.

I have front line experience with  my customers, talk with many front line consultants like Max and Greg over at DOTC and even have the pleasure to serve with two very astute print czars on the Managed Print Services Association (MPSA) - Justin West and Marvin Reem. But what I don’t have is aggregate knowledge of all of the wonderfully varied (and sometimes scary) offerings to which end-users and customers are subscribing – and more importantly why!

Anyone worth their salt believes their programs to be the best, but who is the ultimate judge? How about tell me when you get a customer to resign with you for a second, third, and tenth term.

Ken Stewart’s website, ChangeForge, focuses on the collision between the constantly changing worlds of business and technology in an information-centric world. Ken serves on the board of the new Managed Print Services Association, an international industry organization seeking worldwide best practices for the managed print services industry. He is also the founder of Seeking the Son. He is always interested in connecting with you.