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The Five Customer Rights of Print Management

Mar 3, 2017 7:47:07 AM / by

For too long, decision makers have ignored this “low hanging fruit” of cost savings and increased productivity inside their company stating the following reasons:
  •  It would be too disruptive.
  • We have bigger challenges to solve.
  • It would feel like “Big Brother” watching them.
  • My employees would never accept this.
 All companies face these challenges when it comes to change. Many companies even see the need but no roadmap to help them on their journey. So after 30+ years in the document management industry, I have decided to share the “Five Rights” of what every company should do with their document management tools. These “rights” are designed to help companies reduce cost, increase productivity and ultimately help you become a greener company. These “Rights” are: 1) Right Type, 2) Right Size, 3) Right Location, 4) Right Cost Per Print (CPP), and 5) Right to Control what is (and is not) printed.

 The document management tools up for discussion as it pertains to ensuring that you are identifying these rights within your organization include: 

  • Stand Alone Printers
  • Multi-Function Printers
  • Stand Alone Copiers – yes, they still exist.
  • Scanners
  • Fax Machines

Now let’s take a further look at each “Right”.


Right Type


 When it comes to the document management tools listed above, you cannot just have one tool do everything. The old adage applies that if the only tool you have is a hammer, then everything becomes a nail. Multi-function Devices should not be the hammer for every document in your office.

 True Document Management requires a floor plan look from above that includes not only volume but also departmental needs and goals. Let’s put the hammers (MFPs) where they belong, and then add the correct printer or scanners where needed in departments.


Right Speed

 Never overbuy speed or MFP size. If your service history will show you anything, buying bigger will typically create a bigger service problem than going smaller. You will not experience any reliability gains with bigger equipment. One thing, however, is for certain… Over buying speed costs more! Always place the correct speed for the volume or environment.

 Copier and Printer Solutions that fit your business.

Right Location

Your office equipment did not all magically appear in your office in just one day. It grew and evolved as your business and technology changed. Very similar to additions on a 100 year old house. All of us tend to do a like-for-like replacement because it is fast and easy. Just because the device is currently in one spot doesn't mean it should remain that way. Look everywhere and make changes in location of products with a focus on type and size. Look to see if A4 MFP's can be strategically placed where printers are and the big MFP can be downsized or become a centralized color device. . That’s where the “Floor Plan Look” comes back into play. Get a 50 foot view and see who needs what and where. Redeploying and re-organizing is always a great first step. The key to your productivity and savings is matching department needs to product.


fax-machine.pngRight Cost Per Print

 Leaving an existing printer or MFP in place because you own it and it fits the above categories can be dangerous. Make sure the Cost Per Print is in line with your solution. An older printer can cost up to $.05/page on a B&W printer. At 5000 prints per month, that's $250 for the use of what you currently own. On the other hand, don’t rush out to spend $300 a month on an MFP because the CPP is $.01/print


Right to control what is (and is not) Printed

Today’s technology makes it very easy and inexpensive to eliminate unwanted or accidental prints. How often do you pass your MFP or Printer just to see stacks of printed paper piled up beside the printer? Believe it or not, roughly 20% of your total output falls into this category. They are the quick reprints after you notice a mistake. It’s the print job that you printed twice because you forgot you printed it earlier or the first one walked away accidently with someone else. And it is the print job you sent earlier but forgot to pick up for a meeting or to take with you on an appointment. These documents add no value to anyone but certainly add cost to your bottom line. Helping people eliminate print through an inexpensive release application isn’t intrusive, it’s just smart.

The key to the “Five Rights” is to look at all of them at one time for it to be the most effective exercise. And if you do, the savings and productivity captured here guarantees several things for your company including real dollars to your bottom line! Just take a look at your Return on Sales - If you are at 5% ROS that means you have to grow your company by $20 for every dollar earned. What is the easiest and most guaranteed way to achieve this? We have seen customers save over $100,000 a year by implementing the right document management solution. That’s the same as growing the company $2,000,000. It can increase productivity by investing dollars to the proper device, in the proper department, and for the proper need. Best of all, reducing print by twenty percent just made your organization greener and made for a better tomorrow.

 So ignore the claims of disruption, bigger challenges to solve, and big brother, and use your “Rights” to capitalize today on big savings in dollars and lost productivity, and ultimately more money to your bottom line!



Rich Lauer

Written by Rich Lauer

I have been in the Document Management Industry for over thirty years helping clients produce every type of document from Audience of One in the old Data Centers to mass producing Soup Can labels as well as every device and application in between. Today I work with a dynamic team of Document Management Sales Consultants at Phillips Office Solutions as the Vice President of Sales.

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