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Xerox: Your Proven Managed Print Services Partner 2 Delivering Customer Value Through a Strategic Approach 4 Gartner Note: Magic Quadrant for Managed Print Services, Worldwide 17 InterContinental Hotels Group: Outsourcing Print Services to Improve Frontline Service 18 British Telecom: Maximizing Cost Savings by Focusing on Service Quality 19 Procter & Gamble: Treating Printing Worldwide as a Single Resource 20 Managed Print Services from Xerox Featuring research from “Before we brought in Xerox, we didn’t have a clear picture of what our true print costs were. The utility model we implemented with help from Xerox has really enabled us to get more control over our document management resources and spending.” Angie Masini-Sloan Vice President & Director, Enterprise Technology Client Services KeyCorp Delivering Customer Value Through a Strategic Approach Managed Print Services and the Journey to Transforming Enterprise Print By Stephen Cronin President, Global Document Outsourcing Xerox “Although most organizations could, in principle, manage their own office print actively and effectively, in reality, many lack the time, the staff, Xerox: Your Proven the experience, the tools and the focus, and they Managed Print Services simply will not do it on their own.”1 Partner Many organizations look to MPS providers to help. How do you know which Xerox Corporation 45 Glover Avenue MPS provider is right for you? Read the Gartner Magic Quadrant report as P.O. Box 4505 a useful starting point for identifying and evaluating managed print services Norwalk, CT (MPS) providers. 06856-4505 United States www.xerox.com Xerox is proud to be positioned as a leader in the Gartner Magic Quadrant for Managed Print Services, Worldwide. Xerox has been in the MPS business for more than a decade and we continue to invest significant resources to shape its future. Our Enterprise Print Services expand the four walls of the corporate office to include remote and home workers, as well as reprographics and centralized print. We successfully provide MPS worldwide Xerox: Your Proven Managed Print Services Partner is published by Xerox. Editorial supplied by Xerox is independent of Gartner to large multiregional and global customers, as well as to smaller local analysis. All Gartner research is © 2011 by Gartner, Inc. All rights ones; and we serve a wide range of industries. We believe our unparalleled reserved. All Gartner materials are used with Gartner’s permission. The use or publication of Gartner research does not indicate Gartner’s breadth of coverage and the scalability of our offerings allow us to meet the endorsement of Xerox’s products and/or strategies. Reproduction needs of our small, medium, large and global clients worldwide. or distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such MPS providers take different approaches to managed print services. The information. Gartner shall have no liability for errors, omissions or Gartner Magic Quadrant report explains these approaches: inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice. Although Gartner research may include a discussion of related • “The low road – MPS providers snap up as many customers as they can legal issues, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner is a public by reducing their MPS proposals to the absolute lowest cost per page in company, and its shareholders may include firms and funds that have 1 financial interests in entities covered in Gartner research. Gartner’s return for a stripped-down and simple hardware and service bundle…” Board of Directors may include senior managers of these firms or funds. Gartner research is produced independently by its research organization without input or influence from these firms, funds or their managers. For further information on the independence and integrity of Gartner research, see “Guiding Principles on Independence and 1Gartner, Inc. “Magic Quadrant for Managed Print Services, Worldwide” By Ken Weilerstein, Objectivity” on its website, Cecile Drew, Yulan Li, September 22, 2010 http://www.gartner.com/technology/about/ombudsman/omb_guide2.jsp. 2 l Xerox: Your Proven Managed Print Services Partner Your 2 l Xerox: “We’re in good shape. Everything works, availability is at an all-time high and everything is taken care of for us. What’s more, we have a clear understanding of exactly what we’re spending and saving, and where.” Nigel Smith IT Sourcing Manager Reuters • “The high road – MPS providers invest enough in needs Every organization’s approach to achieving their objectives assessments to demonstrate the savings and other benefits will be different; the only thing we discourage is not having a of MPS to the eager advocates in IT or the Purchasing strategic vision at all. As the British Telecom (BT) case study Department, as well as to their skeptical colleagues in, for shows, it’s possible to have a very urgent focus on cost-control example, the Claims Department or Finance Department...”1 without losing sight of the bigger picture. “All the MPS providers in the Gartner Magic Quadrant mix the At Xerox we specialize in a strategic approach that builds over high- and low-road approaches, but the proportions vary by time towards an enterprise-wide service that delivers value at vendor and, most importantly, by customer. The degree to which every stage. Following this approach – through our MPS offering each vendor followed the high-road versus low-road approach (or, called Enterprise Print Services (EPS) – we frequently help our the degree to which each vendor emphasized price over value) clients save up to 20-30% of their print spend. Procter & Gamble, helps explain its position on the Magic Quadrant, as well as the our third case study, has, in the first year of implementation changes to the vendors’ positions.”1 alone, reduced its operating costs by 21% after implementing a worldwide EPS contract across its office and printroom services. So where does Xerox stand? Nevertheless there will be organizations that simply don’t see A Strategic Approach print as a strategic issue. Xerox provides a full continuum of MPS We believe firmly that a strategic “high-road” approach will save services to simplify your office print infrastructures and realize you more and deliver a host of other benefits such as improved cost savings. productivity, security and environmental sustainability. To achieve these benefits, you need an approach aimed at managing all Delivering What We Promise of your print services as a single enterprise-wide resource. With our deep-rooted expertise, we have a proven ability to It requires a willingness to break down geographical, line-of- deliver sustainable cost savings over the life of a contract. Xerox business and print-service purchasing silos. It calls for a focus on has been positioned as a Leader in the Gartner Magic Quadrant processes as much as on hardware and technology. based on evaluation of Ability to Execute and Completeness of Vision. We are delivering results today and are well prepared to We begin with a metrics-based, Lean Six Sigma approach: deliver results in the future. our Xerox MPS engagement starts with an assessment that establishes an accurate Total Cost of Ownership baseline One More Reason to Trust Us from which to target and measure improvements. As a trusted More than half of the devices we manage for clients are not Xerox advisor, we listen to customer needs and work collaboratively to products. We’re not in the business of selling you something you Proven Managed Print Services Partner l 3 Your Xerox: drive value to your business. This proven, fact-based approach don’t need; we really want to be your trusted advisor. We led the underpins our ability to make smart decisions and deliver ongoing way to shape and define MPS – and we will continue that tradition. cost savings over the life of your contract, as well as meet other We strive to be in the forefront of innovation – differentiating us objectives such as reducing your environmental footprint. in a marketplace that is moving towards commoditization. Last year alone, we received hundreds of awards for our services and We know that few organizations can break down every silo innovation. We continue to look for ways to deliver more value to at once, and all organizations have tactical priorities. A good our customers, creating an environment where it is fun to explore example is the InterContinental Hotels Group (IHG) case study ideas, incubate concepts and partner with our customers in that follows the Gartner Magic Quadrant report. IHG created a developing high-impact services. single service across office print and central reprographics, but did so first in one priority corporate location before looking to roll We’re looking forward to hearing from you. If you’d like to find out out the model to its hotels and other facilities. more, just give us a call. m Stephen Cronin President, Global Document Outsourcing Xerox Research from Gartner RAS Core Research Note G00206095, Ken Weilerstein, Cecile Drew, Yulan Li, 22 September 2010 Magic Quadrant for Managed Print Services, Worldwide Challengers quadrant are capable of delivering the services Managed print services are a cost-effective alternative to the required by most enterprises and may have a long MPS track traditional purchase and leasing arrangements under which record. Customers who are unready to go beyond the local or organizations acquire their office printers and multifunctional national level, or whose interest in MPS is limited to reducing devices. Buyers must understand who sells MPS and how the their printer and MFP fleet costs, may find Challengers more services compare with one another.

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