2 Reasons You Should Control the Definition of MPS

As humans, we seek to categorize, define and otherwise bring order to the unordered; it is in our nature. Many have attempted to define the term managed print services, and it always causes me to chuckle.

Greg of DOTC posted an interesting editorial which ends up being more about the state of things within our industry than about the “definition of MPS”. Anti-climatic? Yes, to be sure – but not unexpected.

Defying Definition:

That which defies defies definition cannot be controlled.

An age old concept, to be sure – defining a thing offers a measure of control. In bygone years, mystics believed knowledge of a person’s true name offered control. Dale Carnegie offered that a person’s favorite word is their own name, lending to the credence that there is power in a name, whether other-worldly or purely psychological.

I cannot help but chuckle at why defining MPS is so important to all involved. However, this desire to define the name warrants both interest and a measure of caution. Why?

It is not so much the words used to define or describe MPS that are important. Even dictionaries have various shades of meaning to account for the various accepted and vernacular uses of a word. What is important is the accepted best practices of what a managed print services engagement should consist of.

To be sure, while I don’t agree with Greg’s parallel between God and MPS, I do agree with the fact that engagements are measured by results:

Like the face of God, an attempt to define, to comprehend, leads to grey hair and madness. God cannot be defined. Only the results of His will can be described, remotely understood. Managed Print Services, simply, Is.

Results, Results, Results:

MPS certainly is more about results than definition. But isn’t most of business? In Control Theory, the world is thought of in terms of inputs and outputs,

The desired output of a system is called the reference. When one or more output variables of a system need to follow a certain reference over time, a controller manipulates the inputs to a system to obtain the desired effect on the output of the system.

By controlling the inputs, one can directly influence the output of the system. To this end, contextually defining the desired outputs is the most important piece to this puzzle, dear reader.

2 Reasons You Should Control the Definition:

1. Know yourself & discover your contextual definition of MPS:
   • Customers: The reason MPS is so very difficult to define acutely is that every customer’s need, environment and desired output is different. This should be celebrated. By knowing what you need in your environment you exponentially minimize your chance for programatic failure.
   • Providers: Know what your customers need by understanding them. Education is a hard road, and will be difficult at best until you hone your skill. Become the subject matter expert for your customers about your customers – NOT about MPS.
2. Don’t allow others to define you:
   • While you can apply Control Theory to your own advantage, be cautious of those who seek to define MPS. By seeking to restrict, limit, or otherwise control the types of inputs into your “MPS program”, those who may or may not have your best interest at heart might remake the model to fit their interests under the guise of what is right for you.

Image courtesy of Jakob Montrasio.

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.