“Documentation Management” Process of Different Organizations

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“Documentation Management Process” of different Organisations.

Under the Guidance of:
Mr. B.V.S.S.Suresh Kumar (Corporate Sales Manager) Manager) Xerox India Limited June’08)

Submitted By:
S. M. Onais Rafiq Summer Intern (April’08 –

INTERNATIONAL SCHOOL OF BUSINESS & MEDIA. Pashan, Pune

“Documentation Management” Process of Different Organizations
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ACKNOWLEDGEMENT
It has been an extremely pleasurable experience working with Xerox India. This organization has provided me with invaluable knowledge and experience which I take back with me. I would especially like to thank Mr. B.V.S.S. Suresh Kumar (Corporate Sales Manager) and Mr. Gaurav Saini (Corporate Sales Manager) for providing me constant guidance and support. The clarity that was lent to the project was all due to him. I would also like to extend my gratitude to Mr. Avnish Patil (Corporate Sales Manager) and the whole of NOB Team for showing a keen interest in my research and assisting me for my project. I wholeheartedly thank Ms. Patricia D’Lima (Regional HR Manager-West & South) and Mr. Vivek Patkar (Regional Business Manager – Xerox Global Services) for providing the much needed assistance at various points. I also thank all the office employees at the Mumbai branch for making the environment at work extremely conducive and for also being very approachable.

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My heartfelt thanks also to all the summer interns for making my stint at Xerox extremely fun filled and enriching. Last but not the least; I am grateful to all the IT heads at different corporate accounts and Customers whom I met during the course of my training. Without their cooperation, this project would not have been successful. And finally, I would like to thank International School of Business & Media, for providing me all the requisite knowledge and the opportunity to work for this Company.

S. M. Onais Rafiq

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Table of Content
Executive Summery Introduction Scope of the Project Project Objectives Methodology Analysis Share of Xerox in Corporate Accounts Segment Share of Xerox Preference of Medium Stand Alone Vs Multifunctional Device Preference on Services Segmented Distribution of Preference Government Service Industry Service Industry Manufacturing Knowledge Overview Level of security Problems Faces with Network Printers Awareness Process of Procurment Detiled Analysis of Companies Suggestions Critical Suggestion Sample Model 36 38 41 43 45 48 28 29 30 31 32 34 26 23 24 18 19 21 22 15 16 9 13 5

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Annexure Biblography 49 55

2. a segregation was done on the basis of standalone machines and Multifunctional devices. mono and colour printers and further segregating them as per the capabilities of printing in A3 & A4. This research is done to check the documentation management process of different organizations. Preference of vendors in regards to printing. Policies in regards to colour printing and black & white printing. scanning. In the second phase a total of 20 corporate accounts were surveyed which are a mixture of existing Xerox customers and some which do not use services provided by Xerox.“Documentation Management” Process of Different Organizations 6 EXECUTIVE SUMMARY The objective of this research activity was to ascertain the dynamics of services in the industry. . 3. photocopying & scanning. For this purpose initially a comparative analysis of the total product line under the New Office Business was created. Inclination towards Multifunctional Devices & Standalone devices. The research that has been carried out was intended to understand the commercial and the process of documentation at different corporate accounts Area of Focus: 1.

Media that is used for printing.“Documentation Management” Process of Different Organizations 7 4. Also through this set of questions. The key findings were as follows:  Xerox India stands at the third position at present in regards to the market share in the corporate accounts. A questionnaire were circulated which comprised multiple choice questions as well as open ended questions that were aimed at acquiring the above information. Total number of machines in the organization. 8. The aim was also to find the printing processes. Preference on Quality. Price. The problems that they general face in network printer. 9. . information about different vendors and competitors has been collected. volume of prints and the problems they face with their network printers. The data was collected in an excel sheet and analysis was done using bar graphs and pie charts. Reliability & Maintenance. The questionnaire was aimed for the corporate IT Heads to find their role in the replacement of technology in the organization. Basic pattern of printing. Printer to Manpower ratio maintained in the organisation. 7. They play a pivotal role in ascertaining the factors that are essential for judging the requirements of the customer. 6. 5. The above are essential to fulfil the research objectives.

many organisations have standardised printing and thus some use only Mono.“Documentation Management” Process of Different Organizations 8  The inclination towards Black & White prints is still higher as compared to colour. It has also been observed that a great amount of emphasis is given by organisations on the technological aspect in regards to the value addition that the equipment will bring along with it and how good would the new equipment integrated in the existing system. thus with the help of the research we were able to find the preference on different services that companies prefer covering from the manufacturing to the service industry. .  With the help of the research it could be gauged the coverage of Xerox on different verticals being the highest in the service industry and the lowest in the infrastructure industry. the questioner also checked for these issues and thus collectively helped us in mapping the documentation processes in the organisation.  The preference on Multifunction devices has increased substantially as they have realised it is more convenient and cost effective to maintain one device having multiple functions rather that have separate devices for different functions.  It is very important to know what volumes of colour and Black & white are printed in the organisation to ascertain the requirement.  For placing a machine it is important to know how many people would be using the equipment.  Different organisations embark on different services preferences. thus with the help of the questioner we could find out the volume and the preference in media between A3 and A4.

 The research also looked in to aspect of expenses occurred by different organisations in regards to printing.  It is important to maintain a high level of security in organisations in the documentation process. scanning . thus we also tried to get information on the level of security that was implement in the organisation.copying and Fax .“Documentation Management” Process of Different Organizations 9  With the research we were able to find the key problems associated with the network printers in the organisation.

and other document systems. in New York City. The company has operations in Europe. made the first xerographic image in his makeshift laboratory in Astoria. the Middle East. It is headed by Ms Anne M. a patent attorney and part-time inventor. . HISTORY OF XEROX: Chester Carlson. the company came to prominence in 1959 with the introduction of the first one-piece. The company has a workforce of about 53. 1938. Originally named Haloid and beginning as a manufacturer of photographic paper and equipment. plain paper photocopier using the process of xerography (electro photography). and solutions that customers can depend upon to improve business results. It also offers document management services and customized solutions. printers. products. India and parts of Asia.“Documentation Management” Process of Different Organizations 10 INTRODUCTION Xerox Corporation is a $15. on Oct.700 employees and is headquartered in Stamford. Africa. Mulcahy. Its intent is to constantly lead with innovative technologies. Xerox is a supplier of photocopiers.7 billion technology and services enterprise that helps businesses deploy smart document management strategies and find better ways to work. Connecticut. 22. Queens.

multiage documents across networks for copying or printing. . modest success of its Xerox copiers.Y. was launched as a joint venture of Rank Xerox Limited and Fuji Photo Film Co. Xerox technology enables the home office to copy. a maker of photographic paper in Rochester. down the hall or halfway around the world. and farflung enterprises to transmit complicated. The company became Xerox Corporation in 1961. Xerox started the office copying revolution with the introduction of its 914 copier in 1959 The company's strategic focus is on three primary markets:  High-End Production and Commercial Print Environments. and fax documents using a single device. N.  Networked Offices from Small to Large. Haloid changed its name in 1958 to Haloid Xerox Inc. BUSINESS OFFERINGS FROM XEROX: Xerox leads the way in digital imaging and what is called distributed electronic publishing. approached Battelle and obtained a license to develop and market a copying machine based on Carlson's technology. scan..  Value-Added Services. Haloid coined the word "Xerox" for the new copiers.Three years later. Digital products now represent more than a third of Xerox revenues. Ltd. The Haloid Company. print.“Documentation Management” Process of Different Organizations 11 the Xerox 914. In 1962 Fuji Xerox Co. Inspired by the early. and in 1948. the word Xerox was trademarked. Ltd.

Xerox reaches out to its customers through its network of three national distributors (Ingram. NEW OFFICE GROUP The New Office Group of Xerox caters to the requirements of large and mid-sized and small enterprises. and the services market.  Services. The company has a network of 1500 channel partners that are supported by a team of qualified and trained indirect sales personnel. .  Production and Commercial Print Environments. These business operations are:  New Office Business (NOB) – Deals with Networked Production Systems Group (PSG) – Deals with High-End Xerox Global Services (XGS) – Deals with Value-Added Offices from Small to Large. copiers-printers. colour copiers-printers and engineering copiers. providing them with laser printers. advanced multifunction devices. These offerings are marketed through "Two-Tier" distribution model (see exploratory research).“Documentation Management” Process of Different Organizations 12 These products and services primarily originate from three main business operations which are focused on the production market. These entities contribute to Xerox's mission and vision to give customers better ways to do great work. the office market. essays and Redington) and two regional distributors (Micromax and Ansatta). digital copiers.

This project which deals with an analysis of the best service offered to customers in the industry is aimed at finding out the different factors that influence the processes and commercials involved while providing services .“Documentation Management” Process of Different Organizations 13 Xerox was involved in direct selling till about 2005 wherein it shifted to channel oriented sales.

customer churn rates reduce. . The hardcopy peripheral market continues to evolve. The ultimate purpose of this project on comparing the service offerings of Xerox and its competitors is to increase the market share. and complaints. This is achieved mainly by providing a better service to customers than the competitors. A good service will reduce costs. these vendors are seeking opportunities to differentiate their product offerings from those of their competition. especially in the office segments.“Documentation Management” Process of Different Organizations 14 Scope of the Project This study analyzes the service offerings of the major hardcopy peripheral vendors. referrals to new customers increase from increasing numbers of satisfied customers and overall the organization's service flows and teams work more efficiently and more happily. Providing a good service helps in growing the business: customers stay longer. shifting from single-function devices to multifunction devices. build customer loyalty. It is increasingly difficult for copier and printer vendors to compete on hardware specifications alone. and attract new customers. wastage. and to check the requirements of different organizations. As a result.

.“Documentation Management” Process of Different Organizations 15 This report offers a comprehensive overview on the key strategies that Xerox should adopt in different sectors of the industry. this report gives a detailed analysis of which areas should Xerox focus on different sectors of the industry.

 To check if they have any expansion plans and future requirements .  Problems faced with different network printers. Reliability. Price. Ease of Operation. Power Efficiency and Speed. To check the preference on the grounds of Quality. Secondary objective:  To check the solutions that are currently being used  Gauge the volume of prints and the mode of prints used by them  Checking the preference in regards to best quality or the lowest price. maintenance. Operational Cost.  Level of security that is maintained in different organizations.“Documentation Management” Process of Different Organizations 16 Project Objective Primary Objective:  To visit the corporate accounts and map the documentation process in the organization.

To facilitate this process a comprehensive comparative analysis of the total product line under New Office Business Group was done. After understanding the objectives of the project. Follow-ups. Some of the parameters chosen were: Response time. Methodology The first step involved was to get an overview of Xerox products and services. replacements. This was done by going through the Xerox website and product broachers. Preference of brands. Process support and commercial support related to these deliverable offerings were tabulated which made understanding of the project simpler. a questionnaires (for the IT Heads and the procurement department) containing mostly close ended questions with multiple choices and a few open ended questions was made. The blueprint made had 4 parts in it: Service offering. prices offered.“Documentation Management” Process of Different Organizations 17  Studying the preference of different organizations in regards to different vendors and why. a blueprint of the project was created. volume of prints etc. . standby machines. Inclination towards mono or colour and the volume printed. Maintenance contracts. After understanding the project.

Questions & observations. .“Documentation Management” Process of Different Organizations 18 After the questionnaire was finalized. separate databases of the corporate accounts was made and appointments for the IT Heads and Procurement Heads was taken. cold call technique was used. After the analysis. Analysis was done using pie charts and bar diagrams. The data was collected in an excel sheet and was then analyzed to find out information which was essential to achieve the objectives. suggestions and recommendations were made. A Survey research was carried out and 23 questionnaires were filled from 20 corporate accounts were done after taking appointments and for some. Data is collected through Interviews.

“Documentation Management” Process of Different Organizations 19 Analysis As can be seen in the questionnaire we circulated. The analysis is done on basis of information collected from different Corporate Accounts of Xerox. multiple choice questions eliciting answers were put to our respondents and the findings for each are detailed as under: The analysis is divided in to 3 segments:  Competitor service offering  Process of documentation  Preferences of different organizations  Xerox customer satisfaction analysis. .

HP has the highest market share of 41%. Cannon and Xerox share the third position holding nearly 14% each of the market. with Toshiba holding 19% of the market.“Documentation Management” Process of Different Organizations 20 Share of Xerox in Corporate Accounts: As the different corporate accounts were analysed it was noticed that Xerox stands third in the share of those accounts. .

“Documentation Management” Process of Different Organizations 21 Xerox is perceived as the strongest in regards to technology. There has been a sharp decline in the market share of the company because of service issues. market offering and even the superiority of products but the awareness was lowest. It was surprising to know that people still perceived Xerox just as a photocopier provider. The existing customers were satisfied with the product but there is a great deal of issues in regards to service and back hand support. . Xerox was the pioneer in the technology of photocopying and laser printers but still the awareness is found to be low.

“Documentation Management” Process of Different Organizations 22 Segment Share: From the above bar graph we can see the market share of Xerox and its competators in the different segment of the industry. We can see .

Manufacturing & knowledge. Preference of Medium: The preference on the usage of either mono or colour depends in the policies and difference of requirements. . some of the organizations have the procedure of standardization of resources provided to its employees but some still continue to use inkjet printers from the bar graph we can see the distribution between inkjet and laser. It can be abserved that Xerox has a presence in the government sector and private service industry but its presence is negligable in the manufacturing and knowledge sector. Private segment of the Service industry.“Documentation Management” Process of Different Organizations 23 that HP holds a decent share in all the segments of the industry form Government Service industries.

Optimum for personal usage Stand Alone Vs Multifunction Devices: There has been a great shift in the preference of the customers.“Documentation Management” Process of Different Organizations 24 It can be seen that the usage of inkjets in different organizations in case of standalone printers for colour priting is still higher. From the pie chart we could see the share of multifunction devices and stand alone machines. Inexpensive to procure. . but still now 44% of the use standalone machines and prefer using different machines for different services. 2. of the total number of corporate accounts surveyed 56% use multifunction devices.  When the respondents were asked the reason for the usage of inkjet printers a common set of reasons were received:1.

Quality 2.“Documentation Management” Process of Different Organizations 25 Preference on Services: The questioner was also intended to know the preference of different organizations in the services and value addition that they looked forward to. Price . The preference was divided in eight different segments: 1.

The question was a close ended rating question where they had to rate the different aspects as per their preferences.“Documentation Management” Process of Different Organizations 26 3. Reliability 5. Maintenance 6. Operational Cost 4. A detailed analysis of the data received which can be seen from the bar graph below:- . Ease of Operation 7. Power Efficiency 8. Speed All the IT Heads of the different corporate accounts which were covered were asked the aspects that were more relevant to the working of their organization.

the frequency and the reliability is very important. Reliability being the third most important aspect as all the recipients did agree to the fact that at one time or the other the machine is bound to fail but. Price is the most important driving factor associated with the procurment of the unit.“Documentation Management” Process of Different Organizations 27 The compiled data showed that when the machine is being procured the most important aspect that is looked into is the quality of prints that the machine is capable of. the second aspect was the cost that will occur in the procurment of the unit. not just the initial cost but the cost of running as well. Segmented Distribution of Preference:  Government Service Industry: . Though when this was broken up as per segment wise a further detailed analysis could be derived.

Thus if the machine fails it takes a greater period to get a replaced due to the department wise operation system adopted by many organisations. from the bar graph shown below it can be interpreted:- In the government sector reliability of the machine is the most important aspect. Price being the driving factor as well but as most of the units are procured through Tenders so the L1 (lowest) bids are given preferences taking into consideration the reliability and quality aspects of the machine. as the machines once procured are used for a greater period as compared to any other private sector. . reliability thus is given high importance.“Documentation Management” Process of Different Organizations 28 The pattern of requirements when separately analysed showed a different picture all to gather. The procidure of procurment in the government sector is longer and time consuming.

“Documentation Management” Process of Different Organizations 29  Service Industry: The private sector has a different set of requirement. form the analysis it can be seen that the important aspects that are looked .

 Manufacturing: Every sector has its set of requirements and so does the manufacturing as well. As in the service sector the perseption of a person for that organization is made by the way it potrays itself. thus quality is very important. Still quality is given a bit more important as a small strech in regards to price can be made to procure a better equipment. it was noticed that this sector embarks on . The bar graph shows the preference on different factors Quality and price go hand in hand in the private sector.“Documentation Management” Process of Different Organizations 30 into are the quality and price. To match the return on investment the best possable fit for the particular enviorment is bought and so it is used to its maximum capacity. The third aspect is the reliability. it has been observed that the print requirements are very hight and thus if the equipment is not relaible a lot of work gets effected and delayed.

price and reliability.  Knowledge: The three factors that are taken into consideration in the process of procurment are quality. The organizations do a detailed analysis of their requirement of different departments and thus while procuring reliability and operational cost are given the most importance. The two most importan aspets that are looked in are the the reliability and operational cost of the machine. .“Documentation Management” Process of Different Organizations 31 getting the most out of the units bought. The calculation of Return on Investment is the highest in this sector. unlike the service sector price and quality are not deciding factors. The machines have to be sturdy as the number of users per machine are the highest in this segment.

“Documentation Management” Process of Different Organizations 32  Overview: .

The superior the technology. 2. the easier to operate. Machines are procured as per requirement thus saperately speed is not a factor to be considered. Some of th reasons are: 1. 3. The higher capacity machines are made to be fast to cope up with the load.“Documentation Management” Process of Different Organizations 33 It was observed in all the sectors that there was not much emphasis was given on the ease of operations and the speed. Level of Security: .

From the line graph we could understand the disparity in the industry in regards to the level of security mantained currently. with the bar graph we can see the level of security that is mantained in the different sectors of the industry. but unfortunatel the companies are still strugling to implement it. .“Documentation Management” Process of Different Organizations 34 To map the documentation process it was important to know the level of security that was mantained in the different documentation processes by the organizations. After visiting different organizations it was analised that different organizations have their policies in place in reagrds to the level of security that is to be implemented in the organization.

Most of the organizations have average or low security in place. .“Documentation Management” Process of Different Organizations 35 There is greater scope of improvement and the organizations are working and at places struggling to meet the mark expected to be mantained.

The problems that were faced could be seen in the bar graph presented below The most common problem that was encountered was paper jam and hanging of the printer.“Documentation Management” Process of Different Organizations 36 Problems Faced in Network Printer: In the course of the survey it was analised the basic problems faced by different organizations using network printers. but when analised it was a single and most . This problem occured because unlike Xerox the print around function was not available in any other equipment in the market. though not considered to be a serious issue previously. A problems most of the organizatons failed to deal with was the wastage due to the junk printing. some of the problems were common most of the users.

These issues were very seriously looked into. the organizations were on the look for solutions that could help them in resolving with the wastage due to these reasons. . We could even see the share of different problems through the Pie chart Paper handling was also an issue that was the cause of the huge junk printing that occured in the organizations.“Documentation Management” Process of Different Organizations 37 expensive source of wastage for the organization as when analised 5% to 8% of the operational expenses are incured in managing the documentation processes of the organization.

“Documentation Management” Process of Different Organizations 38 Awareness: The questionier was also designed with a question as to how people perceived Xerox. The bar graph below represents the level of awareness that the company has :- . that also helped us to know the awareness of the company with its products catering to the small and medium size offices.

5% of the people who were surveyed perceived it just as a photocopier company and were procuring printers. . Though a majority of the people were aware of the product line offered by the company but still there is a greater requirement to spread awareness of the services provided by the company for gaining a greater market share.“Documentation Management” Process of Different Organizations 39 From the bar graph we could see that Xerox as a company had very good awareness but still 6. multifunctional devices etc form other companies.

“Documentation Management” Process of Different Organizations 40 Process of Procurement: New India Assurance: Usage & Purchase as per requirement. It is important to analyse the requirement of on the basis of job issued in that particular office rather than in respect to the increase in manpower. . the technology is a driving factor as well. the process of procuring and the requirements are different as compared to other organizations.

the process of replacing products takes a long period thus there is greater emphasis on reliability and performance of the equipment.“Documentation Management” Process of Different Organizations 41 there is limited access to word and excel which is provided to users all across India. Thus being a government organization comes with its share of pains and gain. Changes are looked as an option only if the other is able to provide a greater value addition. therefore security level is as high in the organization. time per complain is very important. The preference of Call this organization is on a vendor providing competitive price and a greater reliability. Capgemini: A standardization process is followed in the organization in regards to the products which are procured by the organization. Mahindra & Mahindra: Operational Cost & reliability are the major factors governing this sector. Service and reliability is the most important features that they look before choosing any vendor. as in the case of Mahindra & Mahindra a tender is given out and the decision is taken in accordance to that. Having 18 different departments with its own set of . Air India: Being a booming service industry the back hand support is the back bone of the organization. difference in price. greater reliability & support.

1. A centralise department procures the machine for the department as per the specifications laid down by them and hands over the machine to the concerned department.“Documentation Management” Process of Different Organizations 42 requirement boost up the total requirement of the organization and with the boost in the aviation sector it is estimated that there is greater requirement ahead. After receiving the machine it is the departments who pay for the running cost of the machine. Thus the initial emphasis is on comparing the initial price as quoted by different providers in the tender issued by them and choosing the L1 tender. . Union bank of India: The preference here shifts for preference of quality & reliability to the cost that goes in to the procurement of machine. As the process of procuring and then running the machine is in two different department the initial emphasis is on the initial cost that goes in to the procurement of machine. Reliance Consumer Finance: As compared to other organizations cost cutting and maximized utilization of resources is very important. 2.

Detailed analysis of different companies. their requirement & Placing of Xerox machines in place: . At present the machines used by them are Toshiba made as the CSCM provided by them is the lowest in the printing sector being 30p.M. thus quality is not compromised at any cost. Thus the requirements are high but the decision making factor is the price or procuring & running cost of the machine. thus emphasis on price is very high.Financials: The preference on quality is very high in this organization. J.“Documentation Management” Process of Different Organizations 43 The printer to manpower ratio is the highest in the organization being 1: 100. being in service sector it is very important. The customers are to be treated in a way that every letter or any mode of communication from the company gives them a feel good factor.

“Documentation Management” Process of Different Organizations 44 Insert 1 From the above chart we can see the medium that is used for printing in these organizations. it also gives us the detailed picture of the monthly print volume and the number of printer that the organization .

Suggestions .68p per print but when compared with the equivalent printer of Xerox in the category the expenses will come down to 0. Thus from all the information when compiled together we can come up with the expenses that are incurred on a per print basis. Lupin Pharmaceuticals is at presents spending approximately . Thus from some of these observations we could analyse that Xerox products are cheaper to run when compared to the solutions currently in place in these organizations.36p thus we can conclude that it is more cost effective. Thus we can analyse from this that it is more profitable to use Xerox products.“Documentation Management” Process of Different Organizations 45 has at a specific location. As in the case of Motilal Oswal we can see that they are currently incurring approximately 0. The questioner was also intended to know the expenses that organizations make towards printing in a month. We can also see in the case of Capgemini the cost incurred at present per print is approximately Rs 2.90p per print but we could see that the expenses incurred by them could be cut down by 1/3rd of what they are spending at present. After deriving the cost incurred and the volume printed we can place Xerox printers and check difference in cost. but with the solutions provided by Xerox the cost can considerable be brought down.

 Services visibility and branding should be increased to use service as a differentiator. technical staff can be provided with “Xerox” branded apparel while making visits to a client. services can be advertised. thus there is a larger scope of improvement for the retention of customers.  As it has been notices that awareness of Xerox is very low in its target market. To position services better. A point of contact should be made for the customers to address their grievances.  It is important for the company to spread awareness and thus participating in different Industrial trade fairs gives . delivery of toners etc). Moreover.“Documentation Management” Process of Different Organizations 46  Due to a 2 tier model. it will also act as an image enhancer for the organization.  It has been noticed that the existing customers having problems with the post sale services (maintenance.  More awareness should be spread amongst customers about diagnosing minor problems. it is feasible for the company to have print advertisement in business magazines and newspapers targeting its market audience. Also. Xerox customers are not directly in touch with the Company.

Thus providing consultancy services will also help in increasing the market share. India is a booming economy and there is still expansion and growth expected in the manufacturing and knowledge (including Research and Development). thus targeting these sectors can be lucrative.  Organizations are expert in their own domain and so is Xerox in the segment. This activity would leave an impact on them and thus would help to increase the customer base when those students become the decision takers a couple of years down the line. it will also give the company an opportunity to show the product line that it offers.  A long term strategy is to visit different Business Schools and educate the managers of tomorrow on how to save paper. Photocopiers.“Documentation Management” Process of Different Organizations 47 organizations a platform to demonstrate its products and even educate the customers of its service offering. It is an intuitive decision taken by different organizations when procuring Printers.  Xerox has an average market share in the Services sector but the existence is negligible in the Knowledge and Manufacturing sector as represented by the bar graph earlier. Multifunctional devices. Critical Suggestion .

A sample calculation was done taking some assumptions. Xerox is the only company in its domain which is dealing in printing paper and thus providing customers with paper included in FSMA can provide the company with leverage over others. The calculation was done on challenger brand which is provided to the distributor at Rs 112 for a bundle of 500 sheets.“Documentation Management” Process of Different Organizations 48 Providing FSMA inclusive of PAPER As from the total analysis we have come to the conclusion that the market in which Xerox is competitive and thus attracting customers on FSMA is not possible as competitors (Toshiba. Ricoh. Assumed profit margin on FSMA = 20% Assumed profit margin Challenger = 5% The calculations are shown in the next page Insert 2 . Samsung) are willing to provide lower FSMA to capture greater market share. Cannon.

07p WC 5675 = 0. This would also give a boost to the paper business that is being operated by the company. but when FSMA and paper are combined a margin of 20% is kept then:Current New WC 7242 = 0.82p------------ 0.07p WC 123 = 0.112p WC 5675 = 0.82p------------ 0.102p---------- 0.012p Therefore when separately dealt with the combined profit from FSMA and Paper is provided below.92p ----------- 0. the margin of profit combined together is higher than what is generated by Xerox separately.09p WC 5655 = 0.06p And the profit margin on Challenger paper is approximately 0.72p------------ 0.104p WC 123 = 0.08p WC 5632 = 0.“Documentation Management” Process of Different Organizations 49 Thus form the calculations we can conclude that it lucrative to compile paper in FSMA. As in today’s scenario Xerox is dealing in paper and FSMA separately both giving different profits but if this model is implied. When the calculation was done it was found that the profit from FSMA at the rate of 20% on the following machines gives a profit of WC 7242 = 0.114p WC 5655 = 0.094p .108p WC 5632 = 0.

“Documentation Management” Process of Different Organizations 50 Where as when the compiled calculation was done and a profit of 20% was calculated over it. . The margins of profit increased showing that it is can yield greater profits for the company.

35 0.26 0. Cost Incurred by company 0.35.16 Company Motilal Oswal Deloitte Future Generali Lupin Pharma A4 Volume 1.62 0.61 1.94 0.26p  All calculations are based on assumptions and data collected from different sources.75.  Cost incurred is the assumed cost that the company will be incurring in print and procuring paper from other sources.000 Current Exp Paper Cost Xerox Machines WC 5632 WC 5632 WC 5675 WC 5675 New FSMA 0.56 0.00.26 0.61 0.35 0.000 2.56 0.9 0.62 0.000 6.000 1.26 .  Per sheet cost to be approximately 0.26 0.“Documentation Management” Process of Different Organizations 51 Sample Model  It has been assumed that the a bundle of Challenger containing 500 sheets is available in the market for Rs 130.68 0.00.

“Documentation Management” Process of Different Organizations 52 1. Questioner for mapping Documentation process of different organizations. .

“Documentation Management” Process of Different Organizations 53 Questionnaire Dear Customer The following questionnaire is in congruence with our study of office supplies. What are your basic requirements? How much average time (in minutes) do you spend for the following document processes? COLOUR Printing Photocopying Scanning : : : ________________ ________________ ________________ . Therefore kindly cooperate with us in our endeavour. What is your documentation process? Vendor Printing Copying Scanning Multifunctional Devices Fax No’s Volume Any Features of interest / issues Printing: Color Black & white   2. Company Name Person’s Name : : Department Name : 1. The collated data does not stand authorized to be published outside and will be used solely for research.

How would you rate the products and services based on following parameters? [Rate from 1-7. where ‘7 stands Excellent’ and ‘1 stands for terrible’] Color Printing Quality Price Operating cost Reliability Maintenance Ease of operation Power efficiency Speed B/W Printing Color Copying B/W Copying Scanning Faxing .“Documentation Management” Process of Different Organizations 54 Faxing : ________________ BLACK & WHITE Printing Photocopying Scanning Faxing : : : : ________________ ________________ ________________ ________________ 3. Do you use a Stand alone machine or a multifunctional device? Stand Alone Multifunctional Device   4.

How many printers do you have at your workplaces? Laser: _________ Inkjet: _________ 10. What is the volume of colour prints? A4 prints: __________ A3 prints: __________ 8. What is the volume of black & white prints monthly? A4 prints: _________ A3 prints: _________ 7. What is the basic pattern of prints at your end? Equal colour & black & white More of black & white or less of colour More of colour or less of black & white    6. What kind of printers do you use? Laser Inkjet   9.“Documentation Management” Process of Different Organizations 55 5. What is the printer to manpower ratio in your organization? __________________ .

________________________________ B.________________________________ 12.________________________________ C. Do you know about FSMA of Xerox (Full service maintenance agreement)? YES No   14.“Documentation Management” Process of Different Organizations 56 11. What level of security do you have for documentation management at your workplace? High Average Low    . Problems you face with your network printer? A. What is your approx expense of cartridges or toner? _____________ 13. Do you know that your organization can save on cost if the documentation processes are managed properly? Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree      15.

Who is your preferred vendor? Value added reseller Small Medium Enterprise System integrator National integrator : : : : _______________ _______________ _______________ _______________ Thanking you for your kind co-operation. Would you like to outsource any of your document processes for document processes? Yes No   If yes.“Documentation Management” Process of Different Organizations 57 16. Do you foresee the requirement of a printer or a multifunction device in next 6 months? Yes No   18. please specify: __________________________________________ 19. How do you perceive Xerox? ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ 17. .

“Documentation Management” Process of Different Organizations 58 BIBLIOGRAPHY    www.google.com Marketing Research by Rajendra Nargundkar .com www.xerox.

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