The #1 Sourcing Publication in the Document Imaging Industry
Serving The Document Imaging Industry Since 1994
Published by Affinity Business Communications, Inc.
August 2011 Volume 18 No.08
Company On The Move
2010 Dealer of the Year A Conversation with Gary Johnson Zoom Imaging Solutions
Financial Benchmarks for Service
ENX Magazine PO Box 2240 Suite 729 Toluca Lake, CA 91610-0240 USA tel: 818-505-0022 fax: 818-505-9972 email: email@example.com website: www.enxmag.com We would like to Thank those of you who have sent us address change information. HELP US CONSERVE NATURAL RESOURCES To correct or delete your address from our subscription list please call, fax or email us.
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The first choice in managed print
Take your MPS business discussions to a more strategic level FMAudit Enterprise
Get everything you need to assess, analyze, propose, monitor and market your MPS Strategy. Developed on the .NET Framework, this complete package includes all of the FMAudit modules, partner interfaces and MPS best practices.
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FMAudit offers the most extensive data collection software tools available in the industry today. USB Viewer for quick snapshot assessment, WebAudit for browser/e-mail enabled quick assessment, Onsite for ongoing assessment, device meter/supply/service monitoring and device optimization and Local Agent to collect non-networked device data. FMAudit provides a secure, comprehensive approach to address the needs of your diverse client base.
TCO Reporting/Green Reporting/ Customized Reports
FMAudit provides reporting features to help you understand and present your solutions and recommendations. FMAudit includes TCO reporting to determine and validate current cost of ownership, “Green” reporting to analyze environmental efficiencies and customized reporting to uniquely present data for new account proposals, current account reviews and proactive fleet device management and optimization.
Adaptive Supply & Service Management
FMAudit includes automation to interpret and filter alerts into process workflows. You can set parameters and triggers to handle the specific needs and expectations of your clients MPS agreement. The ability to automate supply and service fulfillment and the flow of information is a primary differentiator in the delivery of a profitable MPS strategy.
Complete software for remote meter reading and managed print services automation Flexible capture options TCO Reporting to determine operational costs Adaptive Service Management to filter service alerts Bi-directional ERP/CRM synchronization simplifies contract administration Green Reporting for “eco-friendly” optimization Web based assessments Remote Onsite install and update Supply level alerts and workflows
Bi-Directional ERP Sync
FMAudit provides bi-directional ERP systems data integration to enable complete automation of meter collection and accurate billing. Your ERP account data and device information can be pulled seamlessly into FMAudit Central providing ongoing data exchange and updates. To learn more about how your MPS strategy can reach new levels with FMAudit and the minimal investment required to deploy the FMAudit solution, contact us today for a demo and quote.
Largest selection of
IMAGING CONSUMABLES in the industry!
Visit Us at WWW.ACMTECH.COM or Call us 1.800.722.7745
3000+ SKUs LY NEW ED! NCH LAU
POS & PRINTER RIBBONS
NATIONAL DISTRIBUTION CENTERS
OEM EQUIPMENT & SUPPLIES
CORONA, CA. Tel: (800) 722-7745
AURORA, IL. Tel: (800) 782-7554
SOUTH HADLEY, MA. Tel: (800) 345-6398
HOUSTON, TX. Tel: (800) 468-6001
ACM Technologies, Inc. • 2535 Research Drive, Corona, CA 92882
• www.acmtech.com • firstname.lastname@example.org • © 2011 ACM Technologies, Inc. • ENX0811
Call for our Newest 2011 Summer Catalog
NOT ALL EXTENDED YIELD CARTRIDGES ARE CREATED EQUAL...
64X Extended Yield (P4015/P4515 Printers) 40,000 Page Cartridge!
Experience the MPS EngineeredTM Difference!
More Profitable MPS Programs Depend on Reliability and Quality!
Reduces Inventory Reduces Freight Costs
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Custom Raw Material Formulas
Why choose MSE MPS Engineered ? TM
At MSE, every aspect of our Extended Yield Cartridges, from quality and reliability to aesthetics and environmental impact, are thoroughly analyzed on an ongoing basis. We look for areas of improvement over the industry standard and create ground-breaking technologies to keep pace with OEM design. The result is a better built, higher quality, more competitive MPS EngineeredTM product.
STOP Real World Tests
Real World Test Protocols
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Ask your sales rep for a copy of our new MPS EngineeredTM marketing piece
800.418.4968 (US-East Coast) | 888.561.4541 (Canada) | +31.36.522.2601 (MSE Europe)
Corporate Headquarters 800.673.4968 | 818.407.7500 | 8201 Woodley Ave. Van Nuys, CA 91406 ÂŠ Copyright 2011 Micro Solutions Enterprises. All rights reserved. All trademarks referenced are registered trademarks of their respective owners. All model designations are for compatibility purposes only.
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MANAGED DOCUMENT SERVICES Muratec America, Inc. â€¢ 3301 East Plano Parkway â€¢ Suite 100 â€¢ Plano, Texas 75074 www.muratec.com â€¢ 469.429.3481
WHAT YOU NEED High Quality Great Service
Wide Product Selection
WHAT YOU GET Same day shipping
Blind drop shipments
New Releases - In Stock!
Track current orders Expanded online product search and compatibility list Large Inventory levels to ensure prompt delivery Color and Mono Chrome Toner Carts Inkjet Carts Printer Ribbons TTR
Brother TN-210 Black
Brother TN-210 Cyan
Brother TN-210 Yellow
Brother TN-210 Magenta
COPIER TONER • CARRIERS • BULK • CHIPS • COMPATIBLES
FOR USE IN
WORKCENTRE 5222 COMPONENTS AVAILABLE FOR THESE ENGINES: Brother MFC-9320, TN 210, 230 MFC-9840, TN 110, 115
Okidata B-2500, 2520, 2540 MB 260, 280, 290 C-9800, 9600 CX-2032 MFP
Canon imageCLASS D480, EP104 MF 1150, 1170, 1180, EP-120 Ricoh MF 4150, 4270 4350, 4370, 4380, 4690, EP104 MPC-2000, 2500, 3000 MF 7280, 7460, 7470, 7480, EP105 MPC-3500, 4500 MF 8350C, 8050C, EP118 SP-3300 MF 9170C, 9150C, 8450C, EP111 SP-410, 411, CL 4000 SP-4100, 4110, 4210 Canon imageRUNNER SPC-220, 221, 222 C3100, 3170 SPC-310, 311, 312 C3220, 3200 SPC-330 C4080, 5180 SPC-810, 811 HP M2727 MFP M3035 MFP M4345 MFP M5035 MFP CM1312 MFP CM1415 MFP CM2320 MFP CM3530 MFP CM4540 MFP Konica Minolta Bizhub 20 40 360, 420, 421 500, 501 C20 Konica Minolta Magicolor 1600 4650 4690, 4695 MFP Kyocera FS-3140 MFP, 3040, TK-350, 352, 354 FS-1028 MFP, 1128, TK-130, 132, 134 FS-1128 MFP FS-C 1020 MFP FS-1320, 1370, TK-170, 172, 174 Lexmark C-736, 734 C-760, 762 C-780, 782 C-935, 930 X-364, 363, 264 X-738, 736, 734 MFP X-832, 830
Samsung CLX-6220, 6250 MFP SCX-4828, 4826 SCX 5530, 5330 MFP SCX-5635, 5835 MFP SCX-5935 MFP
• • • • • •
Absolute BLACK® Toner Smartchips - Toner & Drum Unit Unidrum® OPC with Gears Wiper Blade Seals And More!
• 1ST PLACE: PRODUCT QUALITY LEADER • BEST NEW PRODUCT: ASiC SMARTCHIP ™* *Nominated
Sharp DX-B 350, 450 P AR-208 MX 2300, 2700 Toshiba e-Studio 242, 212, 182, 181 (T1810) 205, 255, 305, 355, 455 (T4530) Xerox Phaser 3100 MFP 3635 MFP 6110 MFP 6115 MFP 6180 MFP 7400 7500 7760 Xerox WorkCentre M-20 4118 3220, 3210 MFP Partial list. Consult with us for other models.
West Coast (424) 675-3300 East Coast (631) 590-1040 email@example.com
www.uninetimaging.com © 2011 UniNet Imaging Inc. All trademark names and artworks are property of their respective owners. Brand names mentioned are intended to show compatibility only. *1st place: “Quality Leader: Supplies,” “Best New Product” (nominated) at Recharger Magazine’s 2010 Reader’s Choice Awards.
IN THIS ISSUE
We Saw It In ENX Magazine
IN THIS ISSUE
• Company On The Move: PROS Elite Group
• Business Profile: Niche Equipment
• Are You Running Service or Is Service Running You? - Part III Financial Benchmarks For Service by Weston McArtor Page 18
Publisher & Editor
• Dealer Spotlight: A Conversation with Gary Johnson of Zoom Imaging Solutions by Scott Cullen Page 24
Ronelle Ingram Contributing Editor
• Jeff Hickling Out as Ricoh U.S. President & CEO by Andy Slawetsky
• Make More Prints by Ronelle Ingram
• How to Close the Sale Every Time or Find Out the Reason Why Not by Ann Barr Page 52
Julia Gonzales Graphic Designer
• 2011 Salary Survey - Service Manager by Copier Career
• Case Study: Express Transport by Docuware
• Printer Tech Tip by Laser Pros
• Free Tech Help by Smarka!
• Products & Industry News
• Display Advertisers Index
• Calendar of Industry Events
Weston McArtor Bei Services
Andy Slawetsky Industry Analysts
ENX Magazine P.O. Box 2240 STE #729 Toluca Lake, CA 91610-0240 (tel] 818-505-0022 • 800-850-4949 (fax) 818-505-9972 email: firstname.lastname@example.org
www.enxmag.com Britt Horvat The Parts Drop
Discover The Difference
Call 1-866-866-MARS (6277) Premier Wholesaler of Pre-Owned Copiers Over 5000 copiers located in a state-of-the-art warehouse Inventory includes all major brands All copiers tested by technicians Specializing in Dealer sales Low meter and recent model copiers
Email: email@example.com Website: www.marsintl.com
Fax 973-777-5889 Website: www.ross-international.com Email: firstname.lastname@example.org Address: 125 Entin Road Clifton, NJ 07014
WE ARE CURRENTLY BUYING... Canon 6025 6030 6035 6045 6050 6060 6080 6150 6230 6545 6551 6560 6650 7500 7850 8530 8580 GP200 IR105 IR210 IR330 IR400 IR600 IR2200 IR2800 IR3300 IR5000 IR6000 IR5020 IR6020 IR7200 IR8500 IR550 IR2220 IR2230 IR2830 IR3320 IR 3530 IR8070 IR9070 IR7086 IR7095 IR7105 IR3025 IR3030 IR3035 IR3045 IR3570 IR4570 IR5570 IR6570 IR 8070 IR 9070
Konica 7075 7085 7155 7165 7145 7255 7272
Kyocera KM 6030 8030 3035 3050 4035 4050 5035 5050 5530
Minolta 6000 6001 8015 Di2010 2510 3010 3510 5510 7210 Di251 Di351 Di450 Di470 Di520 Di550 Di551 Di620 Di650 Di750 Di850
Pitney Bowes C600 C650 C850 DL460 DL550 DL650
Konica Minolta BH200 BH250 BH350 BH360 BH500 BH600 BZ 750 BH 920 BH950 BZ1050 BHC550 BHC650 C250 C350 C450 C500
Gestetner 3255 3265 3355 3532 4532 3370 5385 5390 5502 6002 DSM651 DSM660 DSM675 3502 4502 DSM622 3532 4532 DSM 735 745 755 765 775 790 DSC525 530 535 545
Lanier 5255 5265 5355 5365 5455 5470 5480 5555 5565 5580 5635 5645 6272 6483 LD122 035 045 335 345 255 265 275 190 425C 430C 435C 445C
IS50 90 95
7160 7760 7781
Savin 9955 9965 2055DP 2060 2070 2070DP 2545 2560 2575 4027 4051 4045 4060 4075 2535 4022 4035 4045 8035 8045 8055 8060 8065 8075 8090 C2525 C3030 C3535 C4540
Ricoh 7950 7960 7970 AF550 AF551 AF650 AF700 AF1045 AF1055<1.5m AF1060 AF1075 AF2027 AF2051 AF2060 AF2075 FW240 FW270 FW770 FW860 AF1035 2022 2035 2045 3035 3045 MP3500 4500 5000 5500 6000 6500 7000 7500 9000 1100 1350 MPC2500 3000 3500 4500
Sharp AR651 AR810 350 355 450 455 550 620 700 MXM 350 450 550 620 700
Toshiba E350 E450 E520 E550 E600 E650 E720 E810 E850 E232 352 452 353 453 900
All equivalent models accepted as well
This is only a subset of our buy list
Please call for models not listed
We Carry A Large Inventory Of All Brands And Models
Fax 973-473-8800 enx magazine
Innovative... Smart... Simple AUTHORIZED DISTRIBUTOR
Built By Copystar... Inspired by You
Color Copier, Printer, Scanner with Network
25/30cpm B&W Copier, Printer, Clr Scan with Network
• 20cpm Color/B&W (205C) • 25cpm Color/B&W (255C) • 50-Sheet RADF • 500-Sheet Drawer • Optional Fax/Network Fax • Standard Duplex and Job Separator • 1GB RAM Based Memory • Long Life Technology
• 25ppm Copy/Print (CS-255) • 30ppm Copy/Print (CS-305) • Std. Duplex and Job Separator • Std. 50-Sht RADF/500-Sht Drawer • Opt. Fax/Network Fax • Newly Designed Touch Screen Control Panel • Long Life Consumables and Components Image with optional 500-sht finisher and optional 500 x 2 paper drawers for full paper capacity of 1600-Sheets
B&W MFPs with Network, Duplex
Color MFP with Network, Duplex
Duplex Network Color Printer
B&W Printer with Network, Duplex
• 30cpm Black & White • 50-Sht RADF (1028MFP/DP, 1128MFP) • 250-Shts • 33.6Kbps
• 21cpm B&W/Color • 250-Shts/35-Sht ADF • 33.6Kbps Fax
• 500-Sheet • 50-Sht RADF • Std Duplexing • PCL6/5e • 33.6Kbps Fax (FS-3140MFP)
DP-670 Document Processor
42cpm B&W MFP Printer with Network
• 28cpm B&W/Color • 300-Shts/50-Sht RADF • Std Duplexing • 33.6Kbps Fax
• Dual 500-Sht Drawers • 512MB + 80GB HDD • PCL 5e/6, PS3 • Duplex
Color MFP Printer with Network
30cpm B&W Copy, Network Print, Color Scan
• Dual 500-Sht Drawers • 200-Sht Bypass Tray • 2GB + 60GB HDD • Duplex
30cpm B&W Copy, Network Print, Color Scan
Image with optional 500-sht finisher and optional 500 x 2 paper drawers for full paper capacity of 1600-Sheets
• 23ppm B&W/Color • 600x600dpi • 250-sheets • 256MB
• 37ppm (FS-1370DN,1320D) • 32ppm (FS-1120D) • 1200x1200dpi
Multifunction Faxes & Printers
33.6Kbps Fax, w/Network 250-Sht /30-Sht ADF Trade-in Rebate
33.6Kbps Fax, w/Network 250-Sht /30-Sht ADF
iFax, Network Print, Scan 250-Sht /50-Sht ADF
Desktop Color MFP 520-Sht /50-Sht RADF
DP-MC210P FREE Desktop Color MFP 250-Sht /50-Sht ADF
Duplex & 520-Sht 2nd Tray
DP-MC210D/S1 Duplex Color MFP 250-Sht /50-Sht ADF
Fax, NetworkPrint, Duplex 33.6Kbps, 250-Sht, 50-Sht ADF
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Big Sale Big Sale Big Sale
Multifunctions Fax & Printers
CX2633/ T2/ T3 Copier, Printer, Scanner, Fax CX2633
699 $ 758 $ 4699 $
Copy, Print, Scan, Fax w/Dplx & Network.............
45cpm B&W/11cpm Color, Dplx & Network........
MB460MFP..........................Call MC160MFP.........................Call MC361MFP.........................Call MC560NMFP PLUS..........Call MC561MFP.........................Call B411D/B411DN....................Call
B431D/B431DN......................Call C330DN.............................Call C530DN..............................Call C610N/DN/CDN/DTN..Call MPS6150C.........................Call MPS710C...............................Call
SCX-5935FN 35ppm MFP
SF-650................................$189 SF-650P.............................$279 CLX-2160N.......................$199 CLX-3175FN....................$299 CLX-3185FW....................$375 CLX-6220FX.....................$659 SCX-4623F/FW......$189/$235 SCX-4826FN......................$279 SCX-4828FN.....................$329 SCX-4835FR......................$425 SCX-5639FR........................$519 SCX-5739FW.......................$659 SCX-5935NX....................$1069 CLP-315W.........................$179 CLP-325W.........................$189
CLP-620ND......................$375 CLP-650N...........................$299 CLP-670ND......................$565 CLP-770ND.......................$705 ML-2525/W...........$115/$139 ML-2851ND.......................$189 ML-2855ND......................$235 ML-3312ND......................$189 ML-3712ND.......................$235 ML-3471ND.......................$375 ML-4050ND......................$565 ML-4551NDR...................$755 ML-5512ND.....................$1129 ML-6512ND.....................$1505
Digital Copiers & MFPs NEFAX 691
NEFAX 671 $
LaserJet P4014N 45ppm B&W Network Printer.................
• 18ppm • 250-Shts
• 20/5ppm b&w/Clr • 50-Sht ADF • Std Ntwrk $ • 33.6Kbps Fax
Digital Laser MFP
Network Laser Fax
LJ LJ LJ LJ LJ LJ LJ LJ LJ LJ LJ LJ LJ
IC-MF4350D • 250-Sht Tray • 35-Sht ADF • PC Fax
23cpm B&W MFP • 250-Sht Tray • Duplex
• 50-Sht ADF • 500-Sht Tray $ • Std Network
23cpm, Dplx, Network
21ppm Multi-Function Copier.............
Copiers, Faxes, Multi-Functions 23cpm Duplex MFP
Multifunctions & Faxes
Aficio 1515.....................$299 Aficio 2015.....................$399 MP1600........................$1039 MP1600L......................$1199 MP1600SPF.................$1499 MP171............................$ 799 MP2000........................$1299 MP2000L......................$1549 MP201F.......................$1065 MP201SPF.....................$1159 MP2500.....................$1689 MP2500SPF.................$2655
• 33.6Kbps Fax • 18ppm • 70-Sht ADRF $ • 550-Shts
Color LaserJet CM2320NF
21ppm Network Color MFP................. LJ 9050N/DN..................Call M2727NFMFP............Call LJ CM4540FSKM MFP..Call M3035MFP..................Call CLJ CP1215....................Call M4345MFP..................Call CLJ CP1515N................Call PRO P1606DN...........Call CLJ CP1518NI................Call PRO M1212NF...........Call CLJ CP2025N/DN/X....Call P2035N........................Call CLJ CP3525N/DN/X....Call P2055D/DN................Call CLJ CP4025N/DN/XH.Call P3015D/N/DN/X......Call CLJ CP4525N/DN/XH.Call P4014DN.....................Call CLJ CP4525DN/XH.......Call P4015N/DN/TN........Call CLJ CP6015DN/X..........Call P4515N/TN/X...........Call CLJ 5550N/DN/DTN...Call 5200TN/DTN............Call CLJ CP6015DN/X/XH..Call 9040DN.......................Call
33.6Kbps Laser Fax.................................
33.6Kbps Laser Fax
33.6Kbps Laser Fax • 16ppm • 250-Shts
30ppm B&W Laser Printer.......................
19ppm B&W Printer w/wireless...........
30cpm B&W MFP CX2633 T3
Copier, Printer, Scanner, Fax........................................
33.6Kbps Fax, 250-Sht /30-Sht ADF
40ppm Color MFP
25ppm Color MFP
Printer UF-8200 Fax, with Network 33.6Kbps, 550-Sht 100-Sht ADF Std. iFax Network Scan
UF-7200 Fax, Printer 33.6Kbps, 550-Sht 100-Sht ADF Opt. iFax Network Scan
B&W & Color LaserJet Printers
Multi-Functions, Faxes & Printers
Instant Rebate Promos Valid 08.01 thru 08.31 Limited to Panasonic Authorized Document Dealers
MPC2051.....................$2799 MPC2551.....................$3785 SP3400SF......................$ 335 SP3410SF......................$ 435 SP6330N.......................$ 845 FAX-1190L....................$ 355 FAX-4430L....................$ 915 FAX-4430NF................$1055 FAX-5510L...................$1799 FAX-5510NF................$1899
Copiers, Printers, & Faxes
ColorQube 9300 Series
• 35-Sht ADF • 250-Sht Tray $ • 33.6Kbps Fax
38-55ppm Color MFPs Printers...............
25-30cpm Digital Laser MFP...................
23cpm B&W MFP • 50-Sht ADF • 250-Sht Tray • Duplex
35-50cpm Digital Mono MFP..............................
30cpm B&W MFP
• 50-Sht ADF • 500-Sht Tray $ • 33.6Kbps Fax
IC-D1170..............................$719 IC-MF8350CDN....................Call IC-D1180..............................$815 IC-MF9150C........................Call IC-D340RFD.......................$109 IC-MF9220CDN........................Call IC-D480RFD w/CTRG.....$235 IC-MF9280CDN.....................Call IC-MF3240............................Call FAX-L170................................Call IC-MF4350DRFD...................$149 FAX-L90..(After $30 IR).$129 FAX-L90RFD.........................Call IC-MF4370DNRFD...........$195 IP100....................................$221 IC-MF4570DN...................Call MX870...................................$178 IC-MF4450..(After $20 IR).$205 •LaserClass 310.................Call IC-MF4690............................Call •LaserClass 510.................Call IC-MF7460.................................Call •LaserClass 710.................Call IC-MF7470..............................Call •LaserClass 810.................Call IC-MF7480............................Call •LaserClass 830i................Call IC-MF8050CN...................Call •Limited to LA & Orange County Instant Rebates Valid August 1, thru August 31, 2011
35-55 B&W Digital Laser MFP...............
25-55 Color/B&W cpm Digital B&W MFP...........
WC M24DFT3T......................Call WC 3210/3220 Series........Call WC4250 Series......................Call 4260 Series.............................Call WC 6400 Series....................Call WC 7120...................................Call WC PE120i............................$199 PRO 416................................$399 PRO 421DEI........................$599 Phaser 3300MFP................$519 ColorQube 8570N/DN/DT/8870DN
Phaser 6180MFP................Call Phaser 8560MFP................Call Phaser 8860MFP................Call Phaser 3250........................Call Phaser 3600........................Call Phaser 4510........................Call Phaser 5550 Series..........Call Phaser 6280.............................Call Phaser 6360.............................Call Phaser 7500.............................Call Phaser7760................................Call
NUW071211 13 ENX August 2011
Big Sale B&W Fax/Copier with Handset
B&W Laser Fax & Copier with Handset
B&W Laser Fax & Copier with Handset
• 14.4Kbps • 15cpm Copy • 250-Shts • 20-Sht ADF • 8MB Fax Memory
• 33.6Kbps Fax • 15cpm Copy • 30-Sht ADF • 250-Sht Paper Tray • 8MB Fax Memory
• 33.6Kbps Fax • 15cpm Copy • 50-Sht ADF • 250-Sht Paper Tray • 8MB Fax Memory
• 24cpm • 35-Sht Tray • 250-Sht • Scan-to-email and OCR
B&W Printer/Copier Color Scan with Network
Instant Rebate valid for FAX-4100e NEW
B&W Fax with Handset
B&W Thermal Transfer Fax with Handset
MFC-7220 B&W Fax/Copier with Handset
B&W Print, Copy, Scan, Fax/PC Fax
• 9,600bps • 10-Sht ADF • 25 Station Auto Dialing
• 14.4Kbps Fax • 20-Sht ADF • 200-Shts • 512 Fax Memory
• 33.6Kbps Fax • 15cpm• 2x250-Shts • 50-Sht ADF • 8MB Fax Memory
• 33.6Kbps Fax • 15cpm• 2x250-Shts • 50-Sht ADF • 8MB Fax Memory
• 21cpm Print/Copy • 33.6Kbps G3 • 250-Shts/30-Sht ADF
• 23cpm • 250-Shts/35-Sht ADF • GDI Print • 16MB Memory
• 32cpm • 250-Shts/50-Sht ADF • 64MB
• 32cpm • 250-Shts/50-Sht ADF • PCL6 • 64MB Memory
BRO071311MF(clr) enx magazine
B&W Copier, Printer, Color Scan
B&W Fax/Copier with Handset
Color Duplex Laser Print, Copy, Scan, Fax with Wireless Network • 30cpm Clr/B&W • 250-Sht/35-Sht ADF • 33.6Kbps
B&W Duplex Copy, Print, Color Scan with Network
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Compact Portable Scanner • 600dpi Resolution • Up to Legal Size Scanning • B&W/Color
Multifunction Fax Machines & Laser Printers Instant Rebates valid August 1, 2011 thru August 31, 2011. Maximum 20 Units, per dealer, per model.
Duplex Copy, Print, Color Scan, with Color Scan • 32cpm Print/Copy • 250-Shts • 50-Sht ADF • 64MB Memory
B&W Duplex Print, Copy, Color Scan, Fax/PC Fax with Wireless Network
• 32ppm Print/Copy • 33.6Kbps • 250-Sht/50-Sht ADF
B&W Duplex Printer/Copier Clr Scan with Wrlss Network
• 27cpm • 35-Sht Tray • 250-Sht • Scan-to-email • PC Fax
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07.13.11 15 ENX August 2011
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We Saw It In ENX Magazine
Are You Running Service Or Is Service Running You? - Part III
Financial Benchmarks For Service By Weston McArtor
’ve been very fortunate to have had the opportunity to work with many outstanding office equipment dealers in my career. This is the third installment of the series of articles developed based upon many quality practices these dealers use. Most of what I discuss here is not necessarily new information, but I’ve seen the same common problems in varying degrees in almost every dealer. With this in mind I’d like to highlight these common areas of concern and offer suggestions on how to solve the often-complex nature of running service.
Problem number 3: Financial Benchmarks For Service This can be, and often is, a very touchy subject, but needs a direct approach if you are to maximize the profitability of your service department. There are quite a few industry experts who can provide you with financial benchmarks for your service department. These are valuable reference tools but do not tell you what must be done to achieve those goals and in fact can mislead you into making the wrong decisions. For example a common financial service benchmark is revenue per service employee. I’ve heard of dealers actually firing people because they were not achieving the targeted revenue per service employee. This measurement isn’t a simple one to say the least. What if the reason your revenue per employee is low because you are selling service contracts below what you should? If you are in a market that allows you to pay less per employee, you could actually have more employees for the expense as other dealers. This also holds true for the common benchmark of parts cost as a percentage of service revenue. What if you are allocating consumables as supplies, not just parts? Poor revenue performance will also affect this number. Population demographics also play a big role. Dealers who may be heavily populated by older segment one and two machines tend to have poor profit performance than dealers with a MIF of mostly high-end digital product base. There are many examples such as these, and I’m not suggesting that financial benchmarks are not a valuable tool; in fact I make my living providing benchmarks. What I am suggesting is that you cannot live and die by these benchmarks alone. You must apply them to your individual circumstance and be willing to adapt your business to the benchmarks or the benchmarks to your business. It is unrealistic to expect every business equipment dealer to find a one size fits all model of service benchmarks. Another issue that makes understanding your service business lies in allocation of revenue and expense as well as definition. As a business owner myself, I concede that setting up your revenue and expense allocations is a daunting task and there are a multitude of justifications for how your business is currently set 18
up. I bring this out because benchmarking of any value is dependent on a certain amount of conformity in how you allocate income and expense. A classic example would be the commonly used service gross profit percentage. I’ve been in a number of dealerships in the last year, and half of these dealers are misallocating a significant cost of sales to service. When service refurbishes or rebuilds a machine for resale, the total cost of parts and labor should be paid for by sales, as should be for machines that are prepared for demo or installation. In 3 dealerships I consulted, these costs were absorbed by service, while the revenue that resulted from the sale of these machines was kept by sales. The resulting bottom line to the dealer isn’t going to change because of this, but sales bottom line looks better, while services bottom line looks worse. So if you’re going to benchmark off the industry experts who “do” allocate these cost of sales items correctly and you’re one of the dealers who doesn’t, it will be very unlikely that service will achieve the financial benchmark. There are quite a number of examples similar to this in our industry, like selling items that require a technician to install it, and allocating it as a supply instead of parts, or dispatchers that are a general company admin expense not a service expense, and parts personnel that are assigned to the general warehouse admin costs and not a services expense. So it is very important to understand the definition of the items being benchmarked as well as the details so that you can adapt those numbers to your business model. This is not to say that doing any of the above allocations is right or wrong, it’s simply a matter of definition. It is my belief that service has two basic components, revenue and expense. DUH! With this revelation in mind let’s talk briefly about each component. Revenue: service derives its revenue from service contracts, time and material customers, and revenue split from all inclusive lease contracts. There are obviously other combinations than these but for simplicity’s sake we’ll discuss these items. Revenue is a two-headed beast because it’s one of those items that is a service only item that is sold almost exclusively by sales. It is generally understood that without new machine sales, service will perish. The issue here is the ability of your company to accurately determine your cost of service in every sale, and then control the sales department in way that ensures service is sold as often as possible at an acceptable margin above your cost. At this point the equation becomes a little complicated. None of the last 6 dealers I’ve visited knew definitively what their service cost was! The accepted rule of thumb was (read educated guess), take the recommended yield of the consumables and look at the cost of simcontinued on 19
We Saw It In ENX Magazine
continued from 18
HP OEM ON SALE
ilar existing products and there you go. Or worse yet, go by what the manufacturer estimates the cost to be and mark it up. This worked well in the past because, almost in spite of themselves, copier dealers could make money. Today that has all changed. Margins are smaller and the ability of the service department to control cost has become a requirement. By analyzing the service performance of over 3.4 to 3.6 million devices every month, BEI knows that each copier model manufactured is sensitive to the volume of copies that is produced each month. As such, the cost per copy performance of the model is directly tied to that volume. If you are not aware of which volume a machine performs at optimum and where they run the worst, you can easily allow sales to put machines in volumes that are potentially unprofitable. The example below demonstrates an individual model and how it performs in each volume band for parts and labor costs only. Notice the Cpc (dealers CPC) and the Vol Nat Cpc (National CPC for that volume band) are relatively close, indicating this dealer is operating near the national levels. When pricing contracts you should consider what volume band the machines will live in and adjust them accordingly. In this example the 0-5,000 range is more than double the cost of the 5,001-10,000 range not including toner.
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potential of that sale, helping you achieve those financial benchmarks. At the very least you should be making decisions based on the best available information, ensuring your business is besting any of the financial benchmarks you choose to use.
you should understand where your service performance benchmarks compare against national benchmarks to understand how your dealership compares. If your service performance benchmarks and financial benchmarks are bad, that may be an indication your dealership has a problem. If your service performance benchmarks are good and your financial benchmarks are bad, it could just be the bucketing process of your revenue, and a detailed understanding of financial benchmark is needed.u
Mr. McArtor is the president of BEI Services, Inc. that now tracks every service call that occurs on over 3.5 million imaging devices, around the world. If you have any questions please contact BEI Services, (316)772-0234 or Wes@BEIServices.com. By systematically targeting copy volumes that are optimum for the model being sold, you can maximize the profit
Remember benchmarks are only reference points and should be used to help you run your business better. However
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We Saw It In ENX Magazine
A Conversation With Gary Johnson, The Driving Force Behind Zoom Imaging Solutions And Toshiba’s 2010 Dealer Of The Year By Scott Cullen
ary Johnson, president of Zoom Imaging Solutions, Inc., may not have had his sights set on a career in the copier business when he first began selling copiers 27 years ago purely by chance, but after discovering that this was something he did well, he’s still doing what he does best, including running one of the most successful dealerships in Central and Northern California. Originally known as WOLCO, the company became Zoom Imaging Solutions when Johnson acquired the company in 2004. The dealership services more than 9,000 accounts throughout the region and is Toshiba’s largest independently owned dealership. Over the years they’ve been consistently recognized by Toshiba with numerous awards and Johnson continues to maintain that tradition of excellence. In 2010 the dealership was recognized as Toshiba’s U.S. Dealer of the Year, a testament to Johnson’s leadership and the quality of his 130 employees. We spoke with Johnson about running a successful company, the industry, and his 27-year career as a successful copier dealer.
business to the next level. We were stuck at about $24 million in revenue. I felt we were solvent enough to take it to the next level Gary Johnson so we started looking for acquisiPresident tions. We ended up buying three small dealers in the Bay area, outside of our existing marketplace in 2008 and early 2009. The first deal we closed, the same week the world fell off the edge with the banking situation of 2008. You spend all that money to make an acquisition and you think you’re going to get growth. But instead it provided replacement revenue for the losses and the hits we took in the Central Valley. It was brutal for about two years. Sales dropped 35 percent in the Fresno/Modesto marketplace and we saw a double-digit drop in our Sacramento Branch sales, but we made up for it in the Bay area growth. Looking back I’m glad I did it, but it wasn’t exactly the expected return on the investment. It kept our revenues even in spite of the economic challenges. We now have four Bay Area locations and our growth is coming from that investment. The Bay area growth is exciting. The dealerships we acquired were pretty small, so we’ve basically gone from zero revenue to expected revenues in 2011of $6 or $7 million. I’m happy with that and now we’re starting to bounce back in the Valley. Who are your customers?
2010 Dealer of the Year How’s business? Johnson: If we were in any other market, we’d be so much better off than where we are here, but we’re still able to grow in a bad California economy. We’re growing five percent over last year and we grew five percent over the previous year so we’re maintaining growth but I really have higher expectations. We’re dragging that economy around like an anchor as we try to grow and expand. In spite of all that, if we finish on pace we’ll probably have our biggest year ever. As far as that five percent growth, what do you attribute that to? Johnson: In early 2008 I decided to focus on growing this
Johnson: In the Central Valley the businesses we do best with are the small to medium size companies; we take great care of them and they love us because of that. It’s exciting to see a whole new type of large corporate customer in the San Jose and San Francisco marketplace. Our sales team has done a good job of winning some of that business and with Toshiba’s support that has proven a win-win for us and the customer. A lot of companies talk a good game about what great customer service they provide, but ZOOM seems to truly deliver superior customer service. How have you gone above and beyond what your competitors may do to ensure customers are satisfied? Johnson: Just stating you have great customer service is never going to be a huge advantage because there’s not a dealer that goes into this business that says, “We don’t care about customer service.” They all care, it’s whether or not they’re willing to put their money where their mouth is, and the difference between good customer service and great customer service is an attitude and a willingness to invest in the technology or personnel to handle the job. If you don’t do that, and instead you just suck all the money out of your company, then you are going to be mediocre at best. continued on 26
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We Saw It In ENX Magazine
continued from 24
A Conversation with Gary Johnson of Zoom Imaging Solutions
We’ve invested a lot of money in different programs to better our customer relationships. We’ve put in a new CRM - Sales Chain and we utilize CEOJuice [client subscription manager]. Plus we continue to spend money in technologies like e-automate. We also invest heavily in training for sales, service and admin. It’s hard for most dealers to say we’re going to invest back in our company rather than putting those profits into their pockets and running to the bank. As an owner you must reinvest if you want to raise your organization to the next level. The little things make a big difference to your customers. We’re on CEOJuice, using their customer surveys and the customer scoring system, Net Promoter. The average business only scores around a 10 percent, some of the best like Apple, Trader Joes, etc. run in the 70’s to low 80’s. If you want to show growth you probably need a rating of 50 percent or higher. Zoom is currently over 80 percent. If there’s any negative feedback from our customers we’re on top of it immediately. We call the customer, we figure out what we did wrong, we look at our internal procedures and the root cause. We can even boil it down to a specific employee that’s not performing as we expect. We look at the specific event and identify if it’s a process problem, training issue, attitude issue, or wrong person, wrong fit. It’s those little things that make the difference. Why do customers like doing business with Zoom above and beyond the excellent customer service? Johnson: When I first bought WOLCO Business Systems in 2004, I read the book, Customer Satisfaction is Worthless, Customer Loyalty is Priceless. It really had an impact on me, like the title says, it’s not about customer satisfaction, it’s about customer loyalty. So we changed our whole focus about customer satisfaction to try and create loyal customers. If we’re always doing something above and beyond, that extra effort will keep your customer loyal . Where did the name Zoom Imaging come from? Johnson: When we made the purchase I wanted something catchy, totally different, and edgy. I wanted it associated with a fast, high-tech feel. I had a list of 50 names and none of them turned me on. Finally I got a call from my attorney and he told me that he needed a name so he could file the incorporation papers in time. So I went into our demo room, closed the door and turned off all the lights and sat at the copier. I was going to push every button and touch every part of the copier until I came up with a name that worked. It took me about four buttons before I got to Zoom—you know the zoom reduction and enlargement and realized that fit every single thing we wanted in a name. People ask me that same question every time we discuss the company, so it’s done its job. How influential were Toshiba’s initiatives in managed print services for Zoom taking the plunge into MPS? Johnson: We were getting into it before or about the same time they were getting into it. I don’t think we’re a success story in MPS by any means. A low percentage of our revenues
are attributed to that part of our business. When Toshiba got into it they were helpful. I don’t mean this to sound negative, but I’d rather handle it myself. I don’t necessarily want my manufacturer taking over control of my customers and handling 100 percent of their MPS and I get a stipend off of it. I’m glad Toshiba is into it because they understand what we’re going through, but I still think in the end, as a dealer, the closer you are to your customer the better you can take care of them. I prefer this rather than participating in a large managed MPS program where you’re kind of the go between. What is the biggest challenge of selling MPS? Johnson: Getting my reps to focus on it. Once we get in there and do certain things, it turns around pretty easily, but the reps view it as something that stretches out the sales process and they want to close the deal. The biggest problem is getting buy-in from the reps that they have to do this. We’ve done a few things, but ultimately they get motivated by their pocketbook and we’re in the process of implementing some things that will strongly encourage them to do more assessments. What portion of your business do you think MPS will encompass in the next three to five years? Johnson: We’re going to have $25 million in revenue this year if you include the hardware, the printers and all the clicks. Out of that, we’ll probably do close to a million dollars in MPS revenue. For some dealers that might be a large portion, for us it’s a small percentage. I look at it as we don’t do much MPS because it isn’t a big percentage of what we do overall. It should represent 15-20 percent of our revenue and we should be doing more like $4-$5 million based on where we’re at right now. That would put us at a $30-million + company. What is the secret to successfully selling a document management solution or any kind of solution for that matter? Johnson: Again, I don’t think we’re very successful selling document management solutions so I’m not sure I’m the guy to answer that question. We sell document management solutions as somewhat of an add-on for our hardware rather than leading with the document management solution. We sell Drivve because it’s easy to sell. We sell a lot of Re-Rite, but it’s more like, ‘Here’s the copier, and oh by the way…” rather than leading with it and the hardware becoming the ‘by the way’, we do it is backwards compared to the method most successful companies utilize. continued on 28
We Saw It In ENX Magazine
continued from 26
A Conversation with Gary Johnson of Zoom Imaging Solutions
You state that you have a great team environment at Zoom. That can’t be an easy environment to create?
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Johnson: It’s not—you have to invest a little money and a lot of effort. We put on a huge Christmas party every year which is not inexpensive, but all of our employees look forward to it. We do fun little things, contests, sales trips, Friday barbecues…it’s a combination of everything that you hear a lot of dealers doing. But you have to do that consistently. We try to instill a certain attitude within our management and staff that we’re here to work, but we also need to enjoy our lives. In the end I don’t like to see my employees working on weekends or after hours. I want them to put in a good eight hours and go home and be with their families and come back recharged and kick butt the next day. What do you personally like about this business after 27 years? Johnson: Running the business is a lot of work, but the fun part is the selling. I’ve not stopped selling through the entire process. That’s what I enjoy doing the most. I have the most fun when I’m sitting in front of a customer putting a deal together; convincing them we’ve got the right service, the right product, and the right solution. continued on 30
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continued from 28
A Conversation with Gary Johnson
What are some of your proudest moments in the industry? Johnson: Going back to the early days, winning the Ricoh top salesperson in our area when I worked for Automated Office Systems where I got my start in Fresno. Being able to drive and grow a sales team as I got promoted quickly from a newly hired sales rep, to vice president of sales, Sr. vice president and then president of the company in less than 10 years at WOLCO Business Systems. Bill Leonard was a great mentor for me, during that time WOLCO grew from $6 million to $30 million. Ultimately my proudest moment was when I was able to buy the business from Bill and make it my own. From a recognition standpoint, winning the Dealer of the Year at the Toshiba dealer meeting this year is probably the highest I’ve ever been. What’s the one thing you’ve learned about this business that you wish you had known when you first started out? 30
Johnson: I actually learned this fairly early, but I believe that in order to be successful as a sales rep in this business you need to stay put. After seven or eight months most reps hit the proverbial rookie wall. Around that time in my career I had a guy recruit me to sell water softeners in the evenings. It sounded like a good deal and I’d be able to keep my day job selling copiers. Then I started thinking, ‘I’ll be working almost 14 hours a day if I do this. If I just work harder for the eight hours I have selling copiers, then those other five or six hours I can go play, have a good time and enjoy my life. I don’t want to work every hour of the day.’ That was the changing point for me in terms of how I got focused. I’ve seen so many reps over the years that have talent, but the first time they hit a wall, the first time they struggle or it doesn’t go their way on a commission check, or they think the company they work for dropped the ball, they run to another company and just keep bouncing around and never reach any substantial level of success. If
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COMPANY ON THE MOVE
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COMPANY ON THE MOVE:
PROS ELITE GROUP Developing the Elite Executive Pros Elite Group partners with Strategic Business Associates to Educate Dealer Principals and Company Executives
ne of the old axioms that apply to almost any business is that Knowledge is Power! This axiom has more applications to the Independent Dealer and the office products industry today than it ever has to any other industry at any other time in history. Confronted with a still weakened economy, ever decreasing selling prices and margins in equipment and the aftermarket, and dwindling lines of credit available to its customers and itself; what’s a Dealer to do?
Associates (John Hanson and John Hey) to deliver the Office Product’s Industry’s first training program designed for Dealer Principals, Company Presidents and General Managers. The Independent Dealer Executive Academy (IDEA) has been designed by former executives of Global Imaging Systems, IKON, Xerox and large Independent Dealers to teach executives how to insure that all functions of their business, Sales, Service, Finance and Administration, execute to the 100+ benchmarks in the Industry Model. IDEA also prepares dealer executives how to execute to new paradigms such as Managed Network Services and the 4th phase of MPS. These are the same skills that are applied every day in the Elite Office Products organizations. The Instructors in this 5 day training session will be Jerry Newberry, Jeff Kelly and Steve Rolla from the Pros Elite Group, Todd Johnson, the former Vice President of Acquisitions for Global Imaging Systems, and current associate of Strategic Business Associates, Jeff Way from Digital Gateway and Mitch Morgan from Growth Achievement Partners.
Many years ago, the word transformation became a part of the prescription to cure the ills of any organization whose performance had gone astray. Transformation is a necessary long term process and a philosophical culture of all growing organizations. Many copier dealers have gone through the transforming process of becoming more “Jerry Newberry and I gave a focused on MPS. Others have seminar at a Dealer conference taken transformation to Managed held by one of the major manuNetwork Services and still others facturers. During our presentation have gone to market with full about executing to 5 benchmarks, service offerings based on MFP, I noticed a number of dealer execMPS, Professional Services, utives taking pictures of the MNS and telephony all bundled power-point slides with their in one neatly packaged contract. phone cameras. This happened at The one thing all of these every seminar we gave over the Jeff Kelly Steve Rolla Jerry Newberry Transforming organizations had two days. It became apparent that going for them is Knowledge. They one of the major benefits Jerry and I had from working for larghad the knowledge to enter and succeed in MPS or MNS. They er organizations was the training we were both exposed to that had the financial resources driven by productive and profitable the average dealer principal has not,” said Steve Rolla, a senior aftermarket organizations that exceeded the industry bench- partner at the Pros Elite Group(PEG). “It was there that we marks. It was only natural then that these organizations had decided we could really help the Independent Dealer communistrong P&Ls and a great balance sheet to make the necessary ty by putting together a world class training program designed investments. They knew how to organize their sales and mar- to give Dealer Principals, Company Presidents, CFOs, General keting effort and unceasingly measured and tweaked their pro- Managers and senior executive staff exposure to the tools they grams all based on Knowledge. need to better lead all functions of their organizations.” So where does a Dealer Principal, Company President or General Manager go to get this knowledge to Transform? For those of you who have 10 years of your career that you can spare, go to work for one of the big boys. Many of us came from the big companies. If they did nothing else right, they had great training programs. Those of us who spent time in big company environments know the value of the training we received. Don’t have 10 years and a career sidetrack to invest? Then invest one week of your time for your Transformation and become an Elite Executive. The Pros Elite Group has partnered with Strategic Business
“Todd Johnson and I worked at Global together for over 10 years,” said Newberry. “In addition to Todd’s acquisition responsibilities, he and I worked on putting together the Global Leadership Institute. The Global Leadership Institute was designed to further enhance the skills of the average Global President. In addition to the Company Presidents, we sent candidates who were identified as promotable to senior staff position through this training. Steve and I met with Todd to discuss our thoughts on the need for Independent Dealer Executive education.” Todd bounced the IDEA off of John Hey and John Hanson at Strategic Partners and they whole heartedly agreed with the need for such training and commissioned Todd to move forward continued on 34
The Independent Dealer Executive Academy (IDEA) Training
Industry’s First Execution Based Executive Training This Training Program is Eligible for Co-Op under the Ricoh Americas Co-Op Program (chaMPS portal)
October 17th - 21st, 2011 Dallas, TX
The Pros Elite Group has partnered with Strategic Business Associates (John Hanson, John Hey, and Todd Johnson) to deliver the Office Product’s Industry’s first training program designed for Dealer Principals, Company President’s and General Managers. The Independent Dealer Executive Academy (IDEA) has been designed by former executives of Global Imaging Systems, IKON, Xerox and large Independent Dealers to teach executives how to insure that all functions of their business, Sales, Service, Finance and Administration, execute to the 100+ benchmarks in the Industry Model. IDEA also prepares dealer executives how to execute to new paradigms such as Managed Network Services and the 4th phase of MPS. These are the same skills that are applied every day in the Elite Office Products organizations.
Outlined below are the key areas covered in this 4.5 day extensive and all encompassing training program: • Accounting & Finance – areas of focus relative to the MFP/MPS financial benchmarking model, Balance Sheet / Income Statements, Cash Flows and Key Financial Ratios. • President’s Report – Financial Components - what should you look at, how often should you review, and what level of drill down should occur based on the results of the data. • Service Operations - Primary Drivers of Operational and Financial Performance in Service, How to Quantify Your Inefficiencies in Service, Primary Service MUST DO’s that require successful Execution, 5 Things Your Service Manager Should be Expected To Provide You Each Week, Tactics to achieve MFP/MPS service benchmarks. • Admin Operations - Inventory Management / Best Practices, Achieving Receivables portfolio Management benchmarks, Warehousing Best Practices, Effective Payroll practices and controls, Internal I.T. considerations and safeguards. • Sales Operations – Utilize the Pros Sales Playbook for documenting the Expectations of a Sales Professional, Developing quantifiable Sales Assignments, Creating a Sales Culture throughout the organization, Achieving Sales Activity Benchmarks, Effective Prospecting tools, Qualifying and Rapport building practices and questions for MPS, Sales Activity Tracking / Data Base Management, Productive Compensation Structure, Leasing considerations for the future. • MPS phase 2&3 Managed Network Services - Selling Managed Networks Services as part of an MPS strategy, Organizing your dealership for Managed Network Services, Managed Network Services Benchmarks, Effective Network operations center Management. • Acquisition Considerations - Explore the strategies behind successful acquisitions, Learn the detail of the steps involved in a thorough acquisition process, Acquisition best practices, Protecting yourself, Integrating the acquisition. • Strategic Planning / Leadership - Appropriate Utilization of the three leadership styles in the day to day operations of a dealership, Identifying and developing future leaders, Setting and achieving appropriate personal and business goals, Developing a situation analysis and identifying quality starting points for planning, Creating SMART Action Plans, Critical Performance measurements that drive performance.
For more information contact Jerry Newberry at jerry.newberry@ProsEliteGroup.com or call 813-713-3592
To register for our IDEA Training Program go to: www.ProsEliteGroup.com and click on the IDEA registration link at the top of our home page.
COMPANY ON THE MOVE
We Saw It In ENX Magazine
COMPANY ON THE MOVE:
PROS ELITE GROUP with the Pros Elite Team. “We met with Todd in the spring of 2010 and outlined a powerful curriculum designed to respond to the challenges dealers face today,” said Jeff Kelly. “The first draft of the program told us we were on to something special that required us to reach out to the industry for some very special talent.” We contacted Jim Phillips, the President of Digital Gateway, and told him what we were doing. Jim, like the Pros executive team, is obsessively committed to improving the Independent Office Products Dealership. He offered us the use of Jeff Way, one of the industry’s foremost ERP experts to support us in our Instructor pool. Jeff will assist Todd in the Administrative and finance portions of the seminar providing the insights to using the dealers ERP at an executive level to manage these important areas of the business. “In our discussions with Todd, we identified the need to direct this IDEA training to where the Independent Dealer needs to go in the future if they are to continue to succeed. To this end, we added components to the Sales functional executive training that will prepare the Dealer for the fourth phase of MPS and its involvement with Managed Network Services,” said Newberry. “Steve suggested we involve Mitch Morgan. Steve had met Mitch Morgan in the mid 1990s when they were both executives at IKON.” “Mitch was so far ahead of his time for copier guys in the 1990s,” said Rolla. “He spoke a whole new language and none of us had the vocabulary book. We did not completely understand him then, but for sure we knew he was one smart guy and way ahead of us in technology. I ran into Mitch about 18 months ago while I was visiting one of our mutual clients, M/T Office Technologies. It was there that we reunited and spent some time catching up and talking about potential synergies for our combined efforts. I called Mitch and told him about IDEA and he too jumped into the Instructor Core.” “Plain and simple we have the best Finance, Administrative, Service, M&A, Technology and Sales Leadership instructors available,” said Kelly. We then spent the better part of the next 6 months assembling all of the materials that our clients told us they would like to see in a training program of this scope. Our collective dealer bases represent some of the best run companies in the United States. Their input to our curriculum was invaluable.” The Instructor team is committed to offering a minimum of two IDEA sessions over the next 12 months. The partial snapshot of the curriculum details the aggressive learning experience planned for the five days. Day 1 A recap of critical issues facing the Independent Dealer will be followed by a review of the new 2011 SBA/Pros Elite Group Benchmark Model for MFP & MPS. The model will
then be broken out to review MFP Profitability, MPS Profitability and culminating with the Blended MFP/ MPS benchmarking model. Todd Johnson will then lead a discussion on Accounting as the language of business, focusing on the understanding of key balance sheet ratios and the cash flow benefits derived from managing them well. In the afternoon of Day 1 Newberry and Kelly will lead the discussion on the primary drivers of Service financial and operational Todd Johnson performance and the must dos that a Service Executive should be responsible for. Day 2 Newberry and Kelly will go through the execution skills to achieve the Service benchmarks and the inspection processes the Dealer Principal can employ to ensure they are being focused on. This session will conclude with discussion on tactics used to achieve MPS Service benchmarks, utilizing the New MPS/MFP blended Service productivity and financial model as well as using an effective MPS cost calculator. Johnson, Rolla and Way will then lead the discussion on Cash considerations / Payables best practices, Achieving Receivables portfolio Management benchmarks, Complete order processing, Order verification that leads to incremental sales Jeff Way and faultless Install, Inventory Management / Best Practices, and Accounting for Obsolescence. Day 3 The majority of day 3 will be led by Rolla and Morgan on becoming competent in the execution of a Sales organizational playbook that insures quality staffing, development, organization, tracking, growth and expansion. This section will focus on the Executives role in the traditional MFP organization and the benchmarks associated with it. The session will then evolve into the sales activity and benchmarking of MPS and conclude with an introduction to the transformation from the traditional MFP/MPS dealership to a dealership that is involved in Managed Network Services. Dealerships without a defined and documented Sales Management process will receive that entire framework to utilize when they Mitch Morgan return to their dealership. Day 4 This day will be spent with Johnson and Rolla on demoncontinued on 38
Knowledge is Power! The Pros Elite Group Presents.... Advanced Service Management (MFP/MPS) Hybrid Dealer Training September 19th - 21st, 2011 Dallas, TX
This Training Program Is Eligible For Co-Op Under The Ricoh Americas Co-Op Program (chaMPS portal) For a detailed info on our training program and to register visit: www.ProsEliteGroup.com and click on the Advanced Service Management Training Program tab on the menu of our home page. The industry has been in need of an all encompassing training program that focuses on proven methods that have been developed to drive profitability & operational performance within the Hybrid Dealer service organization. As a result, the Pros Elite Group has developed the industry’s first service training program that focuses on these areas and many more. This program is a “Must” attend for Office Imaging Dealers that are serious about driving their margins in service. Our unique program is designed for all levels of service management and focuses on execution based actions that you can apply within your dealership.
• How to Operationalize the back office functions of MPS • How to successfully price an MPS deal to ensure benchmark profit margins • Learn how to Assess your company’s current condition • Learn how to develop a Customized Action Plan to address your areas of opportunity • Ensure you know how to properly and strategically execute the plan • New updated Service Benchmarks “financial & operational” for MFP and MPS • Service Financials - How to read, interpret and react • Setting expectations • Getting “Buy-in” from the employees • The role of a dispatcher & parts personnel • Eliminating obsolescence and parts variance’s • How to “effectively improve” under performing employees • Generating additional service revenue through MPS • The impact of product reliability on your profitability!
For more information contact Jerry Newberry at jerry.newberry@ProsEliteGroup.com or call 813-713-3592
• The “differentiator for service and sales” • How to utilize “internal benchmarking” to drive profitability • Review PIVOT - Performance Improvement Virtual Operations Tool - the industry’s first execution based software to drive operational performance and profitability.
STATE OF BUSINESS
We Saw It In ENX Magazine
JEFF HICKLING OUT AS RICOH U.S. PRESIDENT & CEO By Andy Slawetsky
rior to the July fourth holiday weekend, it seems Jeff Hickling, President and CEO of Ricoh U.S. found his position was to be eliminated. Sources within the company that wish to remain anonymous have told us that Hickling is out. This has been confirmed with a letter from Kevin Togashi, Chairman and CEO of Ricoh Americas Corp. that was forwarded to us. For now, Kevin Togashi, Chairman and CEO of Ricoh Americas will direct the U.S. sales and operations. While working hard to build Ricoh as a global presence, Hickling spearheaded efforts to coordinate their Global Managed Document Services (MDS). A $300 million three year investment into their MDS infrastructure, global competency centers in Japan, Europe and North America and over 2,000 managed services sites would seem like a great start to a major endeavor such as this. However, while Ricoh has made great strides at the Enterprise level, they have struggled as of late at the SMB level, particularly where the traditional dealer channel excels. With so much going on in the market, with so many business plans and objectives, perhaps it’s not fair to point to a single issue as the reason for the shakeup at 5 Dedrick Place in West Caldwell (Ricoh HQ)…I mean 70 Valley Stream Parkway (IKON HQ). Fair or not, a significant reason Ricoh is in the state they find themselves is that for two years, they have struggled with the integration of IKON into Ricoh. The reasons for this are both simple and complex. Ricoh has a history of acquiring companies and then placing the people they acquired into senior roles within their organization, often at the cost of their own personnel. While the talent pool at these acquired companies has been excellent, moves like these created resentment among current Ricoh mid level and even senior level management and a great number of these people have left or been forced out. It happened when Ricoh bought Savin, when they bought Lanier and now that they have purchased IKON.
work there. Making the situation even more difficult is the fact that senior management from IKON is running the company from their own HQ in Malvern, Pennsylvania rather than from West Caldwell, New Jersey where Ricoh Americas HQ resides. Instead of creating a tight knit family, it seems there is an “IKON vs. Ricoh” mentality that has festered over the last two years leaving employees at all levels, particularly on the legacy Ricoh side, feeling like they’re the red-headed step child. This goes from management all the way down to the field and the feelings of resentment run deep. I have many friends that sell for RBS in various markets and the complaints I’m hearing are more and more frequent. What’s more, there’s a resounding similarity between them. RBS territories are reportedly being cut and given to IKON counterparts, significant accounts are being taken from RBS sales people and given to their IKON sales people and it goes on and on. Perhaps it’s perception on the part of the RBS sales people but they tell me management does everything they can to ensure the IKON rep succeeds, even if it’s at the expense of the Ricoh rep. RBS reps have indicated they feel legacy IKON managers go to great lengths to try to show upper management IKON reps are better than the RBS reps, even if this is partially due to an unlevel playing field. There wouldn’t be a problem if this wasn’t a one-way street and Ricoh employees were receiving the same treatment. But to date, I haven’t had a single IKON person tell me their accounts were taken from them and given to RBS employees. It’s obvious IKON is now running things and the feeling from my friends in the trenches is that the IKON field managers are taking care of the IKON reps differently than they are handling the Ricoh reps. This may not be true in every market, but this is a story I am hearing over and over again.
The IKON acquisition provided challenges above and beyond what Ricoh faced with Lanier and Savin. First, IKON was a much more formidable competitor to the current Ricoh distribution model in that they had hundreds of offices and a substantial presence in MPS, Enterprise and major accounts. While Ricoh was making great strides at a direct operation through Lanier and Ricoh Business Solutions (RBS), bringing these groups together with IKON was going to be extremely difficult under the best of circumstances.
The other major issue is that, from where I sit and more importantly, from what their dealers are telling me, Ricoh’s strategies for global domination have left dealers feeling like they’re not part of the big picture. For a company that only a few years ago had 70% of their U.S. distribution through the dealer channel, (now down to about 20%), you can see why they might not feel like much of a priority. Ricoh does seem to be trying to rekindle these relationships and during their Orlando dealer show in May they offered a great number of programs and plans aimed at helping dealers.
This issue does not get any better when you consider IKON executives were handed the reigns to the company, a move that appears to have had a negative effect on moral within Ricoh. A quick visit to glassdoor.com shows dozens of examples of problems IKON/Ricoh needs to address, according to the people that
But at this point, is it too little too late? I can tell you after visiting virtually every dealer show this spring I saw Ricoh dealers everywhere looking for brands and companies like Samsung, Lexmark and others were making a great case as a second or third line. At one point, Ricoh registered the highest percentage continued on 37
STATE OF BUSINESS
We Saw It In ENX Magazine
continued from 36
of single line dealers – more than 60%. Our latest study (Imaging Systems Dealer Strategies for 2011) indicates the percentage of single line Ricoh dealers having fallen to 26%. It’s difficult to imagine how IKON/RBS, with lower margins and higher overhead, can make up for these losses. An issue Ricoh is now faced with is that there were always feelings of mistrust between the dealers and Ricoh, which frankly speaking, is not much different than other brands. This becomes more of an issue when you add the layer on top that these dealers are now working with the IKON management, a group of people they have had no relationship with over the years. This isn’t rocket science; it’s quite easy really. The dealers need to work with people they know and trust and while IKON executives may be trying their best, the fact is until recently, they have been one of the Ricoh dealers’ main sources of competition for years. They were the enemy and now Ricoh dealers are supposed to sit on the other side of the table and trust them. Compare Ricoh’s situation to Konica Minolta, a company pushing hard (much like Ricoh) to enter that top tier level of office equipment manufac-turers. Konica Minolta’s dealer channel was in shambles. There was animosity in the field between branches and dealers and based on BTA surveys, Konica Minolta was near the bottom in most key metrics with respect to dealer satisfaction. While the direct channel was successfully moving along with the integration of Danka and their branches, the dealers were extremely unhappy. So what did Konica Minolta do? They brought on Rick Taylor, who dealers LOVE. Rick immediately created rules for the field to level the playing field. And while Rick still resides in sunny California, he makes the trip out to Ramsey, New Jersey almost every week to steer the ship from the helm, not from an office in another market. Rick then brought on staff to help the dealers. He didn’t grab just anyone with financial experience; he hired people with a reputation and presence in the dealer community. Who did he bring on? Alan Nielsen from Ricoh, who dealers love. He then hired Mark Pollack, another former Ricoh VP with a stellar history of working with the dealer channel. Suddenly, Konica Minolta has climbed from the cellar in that annual BTA study and is consistently getting better (according to their dealers). Konica Minolta hires an executive team with an excellent reputation in the dealer community and two years later they’re much happier and more productive. Coincidence? I don’t think so. Do you know who is in now at the bottom of the dealer ratings? You guessed it. Ricoh is, in virtually every single category. I have never seen a company rate at the bottom of every category in that study. This is not a surprise to Ricoh management. We have communicated this information to them on more than one occasion. So what can Ricoh do at this point? Can this be fixed? I think it can. They already began reaching out to the dealers at their last meeting in May with new programs. Although it may be difficult with Ricoh announcing 10,000 layoffs, it would be a great move to bring on some executive level management with a strong reputation and history working with dealers. There is
a lot of talent out there that has a history with dealers and these are the kinds of people Ricoh could turn to in order to improve what was once their most lucrative channel. It’s not too late to fix this channel. Ricoh has good products, great pricing and solid programs. There are areas where the dealers are screaming for change and most of them are clearly spelled out in the recent BTA study I mentioned. Another area where Ricoh could improve is with respect to communication – both internal and external. I can tell you that the Ricoh employees we spoke to were livid that they found out about the layoffs from outside sources rather than through internal sources as they found out about the exit of Hickling. Communication with the analyst community could also use some enhancement. There are many people like us who offer unique perspectives on the industry and can provide excellent feedback on strategies before they are implemented, problems we see in the field, etc. While our commentary wasn’t overly popular at Ricoh when we began writing about the dealer channel issues back in 2010, things might be a bit different within that organization today had they looked outside the box and considered feedback from outside sources. It wasn’t only us writing about the problems we saw within Ricoh. Analysts such as Brian Bissett, Bob Sostillio, Frank Cannata and others have discussed Ricoh’s channel issues. Next, Ricoh needs to figure a way to better integrate the IKON and Ricoh cultures. With the acquisition this far in the past, it seems absurd that there is still an “us vs. them” mentality. I know the IKON executives don’t want to move to northern New Jersey or they would have done so by now. But certainly it would be a positive move if they were working side by side with their Ricoh counterparts rather than working from their old HQ. If Rick Taylor can trek across the entire country each week for Konica Minolta, certainly these guys can get everyone together at Ricoh HQ with more regularity. It’s got to be difficult making daily decisions with your executive team located so far away. Eliminating the cultural differences between legacy IKON and legacy Ricoh employees is paramount and easier said than done. However, if Ricoh can accomplish this and work as a unified team, they could be a force to be reckoned with. In reality, they already are. Think how much stronger they could be if they were all in it together. u
Andy Slawetsky is President of Industry Analysts, Inc. Much of the company’s research and testing results can be viewed on their website www.industryanalysts.com. etsky, President of Industry Analysts, Inc.
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COMPANY ON THE MOVE
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PROS ELITE GROUP strating and articulating the leadership skills of an executive in an office products space. Specific guidance will be given to the selection of future leaders of a dealership. This session will culminate with a roadmap of leadership activities for the Dealer Principal that will have the highest payback. The afternoon will be spent on developing a strategic plan that has linkage between the financial and subjective activities of the organization. Every Dealer executive will walk out with the tools necessary to guide their organization’s growth process, utilizing the best of breed planning practices Day 5 Johnson and Rolla will spend the morning session going over acquisition considerations. Independent Dealers are rapidly consolidating within their own markets. The discussion on this day will focus on the steps involved in a thorough acquisition process, Identification of a quality candidate, Analysis required to establish credibility and initial value, establishing what to pay and the Negotiations involved in the acquisition process. “This new Elite Executive training has so many potential facets to improve a Dealer Principal’s or Company President’s performance,” said Steve Rolla. Equally important, IDEA will prepare Senior Dealer Executives for larger roles in their organization. “My primary focus is on the Pros Elite 100 dealer group; however, I spend a significant 38
amount of time supporting dealers who are not part of the Pros Elite 100 group. As a former President and CEO of three different dealerships in the United States, I have had the benefit of tremendous training programs to guide and develop me as an Executive. The average Independent Dealer Principal does not have the training resources at his or her disposal to ask the appropriate detailed operational questions they should be asking their direct reports regarding execution for Sales, Service, and Administrative, Financial, and I.T. benchmarks. Great Executives ask Great questions. Elite Executives ask Elite Questions. All of the Instructors have put their heart and soul into the development of their packages to provide a Dealer Principal, a Company President or a General Manager the tools they will need to make them measurably more effective in the future, perhaps even Elite.”u For further information or to register for this training please contact: Jerry.firstname.lastname@example.org 1-813-713-3592 Steve.email@example.com 1-410-446-3032 Jeff.firstname.lastname@example.org 1-757-435-3752 Todd.email@example.com 1-813-943-7280
You Deserve The Very Best Sharp Congratulates Hyakuman Kai Dealers and Distributors!
20 Hya 09-2010 kum a Awa n Kai rd.
Sandra Purdom - Collins Distributing, (Back Row) Robert Duchess - Collins Distributing, Rich Boosma - Sharp Electronics, Brian Stevens - Collins Distributing, Peter Hessenius - Sharp Electronics
It is our pleasure to present Collins Distributing with the 2009-2010 Hyakuman Kai Award. Collins Distributing is among a select group of dealers and distributors who have attained the Hyakuman Kai honor through their commitment to Sharp Imaging and Information Company of America. We thank you for your business during the past year and look forward to your continued success in the future.
800-727-0884 or Visit us @ www.CollinsDistributing.com 40
Samsung Congratulates Collins 2010 Distributor of the Year!
20 Distr 10 i of th butor e Yea r Awa rd.
Michael Strahan - NFL Player, Sandra Purdom - Collins Distributing, JY Lew - President, Enterprise Business Development of Samsung Electronics, Don Crier - Senior Manager, Direct Dealer Channel of Samsung Electronics
It is our pleasure to present Collins Distributing with the 2010 Distributor of the Year Award! This award is based upon Sales and Service for BTA Dealers in the USA and helping to access growth. Collins Distributing has attained this honor for the 2010 year and would like to say thank you for your continued business in the past year and look forward to your continued support in the future.
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MINDING YOUR BUSINESS
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Make More Prints By Ronelle Ingram
ake More Prints – how is that for a headline you have not seen for a while. Especially written by this service person. Read on…new printing opportunities, service apps and solutions will follow. There is a silver lining to this Cloud story. Recently I was attending a pricey two day educational conference designed for meeting planners. These are the professionals who are hired to create, plan and execute all those glitzy meetings the OEM’s, trade associations, business, government and other entities use when outsourcing. This conference had an entire educational track dedicated to learning more about using social media and technology to add value to your meetings. I was very impressed with the level of knowledge and sophistication that was presented. The question and answer periods also proved the elevated level of familiarity of the complex use of technology within the audience. Bottom line; these people were serious users of state of the art technology. During one of the education sessions tables of 8 attendees were asked to discuss a technology challenge and share the resulting solution with the group. When it came time for one member of our table to share our discussion I volunteered to talk about the use of smart phones and tablets to create hard copy prints. Instantly, 70 sets of eyes darted in my direction. The speaker, a VP at a state of the art meeting planning Software Company, stepped around the podium and asked me to elaborate. “Create hard copy prints from a smart phone? Is that possible? How is that done?” I had been researching cloud printing for an article I was writing, so my answer was extremely coherent and specific. Google Chrome, free apps, Toshiba / Cortado Cloud Printing Alliance, Xerox Managed Print Services over Cisco Borderless Networks; my words flowed out. Printing via the Cloud has come of age. At the end of this educational session a dozen attendees quickly approached me. I was asked more questions, business cards were exchanged. A genuine sense of need was expressed. These sophisticated business professionals, with spendable technology money in their budgets, craved more information. They were definite prospects for buying and using cloud printing abilities for their future meetings. Mobile printing is here and now. Office solution business professionals must be the ambassadors of cloud printing. Spread the word. Service and sales must make a commitment to talk about printing directly from your smart phone or tablet with each customer contact. It can be as easy as making a set of generic company business cards with your company information on the front and a cloud
printing graphic, similar to this one that Google uses, on the back of the card. Sales and service reps can quickly explain the concept, using the business card graphic. “If you want more information, I can have someone follow-up with you or just give the number on the card a call.”
Once the contact is made, your sales or service rep can easily explain the basic concept. You can add cloud printing, set-up and usage to your MPS agreement. Installation and/or training can be on a per phone, tablet or printer basis. In any case, cloud printing can add additional prints to your monthly base of clicks. Google’s stated goal is to build a printing experience that enables any app on any device to print to any printer anywhere in the world. Google uses a cloud print service. Apps no longer rely on the local operating system (and drivers) to print. Instead, apps (whether they are a native desktop/mobile app or a web app) use Google Cloud Print to submit and manage print jobs. Google Cloud Print sends the print job to the appropriate printer. Google is one of a growing number of companies that offers direct access to cloud printing. Google’s Cloud Print allows you to register one or more of your printers with Google’s and associate them to your GMail account. You can then print e-mails and selected attachments directly from your phone’s GMail interface, regardless of whether you are on the same network as your printers or not. The registration process consists of downloading a special beta version of Google Chrome from the Cloud Print Website, installing it on a computer connected to a printer that you want to make available through the service, and enabling the printer. The direct importance for the print on paper industry is that cloud computing can increase the number of printed pages throughout the world. Gartner Research describes cloud printing as, “the next digital printing breakthrough, changing the business model from costly and limited ownership to flexible anytime anywhere access to printed communication.” Gartner goes on to estimate “that 90% of the Global 1000 will be utilizing Cloud Print Services by 2015. Currently over 10% of the Global 1000 already employ Cloud Print Services.” continued on 45
MINDING YOUR BUSINESS
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For the (former) copier dealer, Cloud computing and printing is a natural extension of Managed Print Services. When using MPS the end user transfers all their needs for obtaining hardware, software, supplies and service to an outside source. The user agrees to pay a specific amount of money for each image that is made to the company that is managing their MPS program. In cloud computing, the user agrees to pay a fee to have another organization handle all the details that enables their computer system to provide all the solutions they require. One of the key selling points of MPS is to save money by reducing printed documents by leveraging technology. This is accomplished by mandating the use of scanning, storage, retrieval, instant messaging, automatic emailing, defaulting to monochrome prints, color accessibility via password protection, double sided images, etc. The entire concept of MPS is to ultimately decrease printing on paper. Cloud printing will actually enable and encourage the making of more prints. Cloud printing allows a user to take a picture and print the electronic image on their home, office or any printer of their choice. Cloud technology provides an additional way for printers and MFPs to be used. Better still, images taken with and transmitted via smart phones will usually be printed in color at a higher price per click. A statistic that is important to copier and MPS resellers is 80% of all people using the internet will soon be connected through their mobile phones. With the emerging technical advancements of cloud printing capabilities, 80% of 3,400,000 active mobile phone users have the technical ability to send a color image directly to a printer located anywhere in the world. The worldwide print on paper base just increased by 2,720,000 smart phones and tablets. More good news for the print on paper industry is the stage is being set and financed by others for an additional way to create more prints on paper. After ten years of MPS trying to lessen the amount of prints being made, Cloud computing is opening an entirely new way to create and send technology that can be printed on paper using the devices we sell and service. Better still, much of the information being sent from smart phones and tables, through the clouds, will be printed on new and legacy printers in full color. Now is the time to embrace cloud computing and printing. For those who talk directly with end users, start discussing the advances of cloud technology. During sales calls to end users diplomatically mention the newest cloud technology tool available to smart phone and tablet users. Imagine all the documents and photos that can be sent directly to an office printer from outside their business. This is much easier than faxing or scanning. You can send quality prints to your home or office printer. The fear of a paperless office has just found a new ambassador of good will. Cloud printing enables smart phone and tablet images to be transferred to the printed paper with the help of printers and MFPs that office equipment dealers sell and service. Printing through the clouds is creating a silver lining for the office solutions industry. u enx magazine
We Saw It In ENX Magazine
iche Equipment has carved out a unique niche in the office equipment and supply market. “Our aim is to increase the reseller’s profitability on every product sale, Managed Print Services agreement, facilities management opportunity as well as adding a new talking point on each client interaction,” explains Niche owner and president Randy Hoyle. “By having immediate access to a full line of boutique products, Niche enables the reselling-servicing dealer to say yes to sales and service of common business related items found in every office.” Randy continues, “Have you ever asked yourself, what happens to all the copies that your customers make? Are they going to scan it, fax it, fold it, crease it, insert it, laminate it, cut it, tab it, pressure seal it, make a booklet for a presentation or shred it? Whatever your customer’s needs, you can sell them equipment to do the job more efficiently and more cost effectively.”
Top selling Niche Products: a National Distributor of Samsung Copiers, MFP, Fax and Printers a Sharp MFP Open Line Distributor a National Importer/Distributor of Dynamo Shredders a National Importer/Distributor of Roto Shredders a National Distributor of Folding Machines, Folder Inserters, Pressure Seal Folders, Paper Cutters, Booklet Makers, Binding Machines, Envelope Printers, Laminators, Tabbers a OEM Parts and Supplies for all products sold
“Our goal is to be more knowledgeable about the products we represent than the manufacturer. We have more empathy for the dealer and their sales and service force than any one-product manufacturer. We work with dealers across the country who are experts in the sales and servicing of copiers, printers, mailing equipment, MPS and document handling. Often their sales, service, supply or purchasing staff are looking for guidance and assistance when it comes to selling and servicing auxiliary business equipment.” “Niche personnel will assist your staff with the product knowledge, selling techniques, needed parts and supplies. The more knowledge your sales team has with the product applications and limitations, the greater your opportunities for making addi-
(from left) Randy Hoyle, Wally Jorns, Ryan Beckwith, Mike Pitts
tional sales. When the dealer’s sales staff is able to suggest a specific piece of equipment to fulfill their customer’s need, long term clients are created.” “Niche offers Sales Guides to help direct the sales person through the customer Rocky at ext - K9 interview questions. This establishes your sales rep’s product expertise as well as helps them identify the best type and size of equipment for the customer’s application. Our Niche trained product specialists are available to provide telephone sales and service support. The Niche web site www.nichee.net provides password protected service manuals and parts list. You can also sign up for Niche’s monthly enewsletter which offers sales and service tips, industry news and product specials. At Niche we extend volume purchase discounts and special manufacturer offers directly to our resellers.” Centrally located in the greater Chicago area, local dealers are invited to bring their clients to Niche’s demo room which displays a wide variety of the products they can offer their customers. Local dealers are welcome to will call their purchases. Niche also offers periodic technical and sales training to their dealers in their new training center. “Niche works closely with our resellers,” says Randy. “We encourage our customers to express their needs. If there is a piece of equipment or new product that our reselling dealers are looking for, give Niche a call. Our professional buyers will research the product. If it is a correct match for our product line and fulfills our reseller’s needs, Niche may be able to include it in our ever-expanding line of product offerings. Our goal is to always add value to our reseller’s arsenal of products. Niche also provides a cost-effective vehicle continued on 48
Niche Equipment Can Help Double Your Profits! How: Sell an additional related product with every copier sale.
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NICHE EQUIPMENT for manufacturers to approach and expand the machine dealer channel.” “Our newest product addition is the Dynamo Shredder Line. Niche Equipment is the exclusive US importer of Dynamo shredders. Using all steel gears, Dynamo Shredders have more features than any other brand of shredder on the market today.”
Special Features of Dynamo Shredders • Auto power save for lower energy use • Patented waste rack holder to maximize waste volume and reduce dust • Patented diagnostic recording system to quickly troubleshoot problems • Patented cutting head to eliminate the need to oil • All metal gears are reliable, powerful and quiet • Large waste capacity 15 gallon to 64 gallon • National Security Agency Approved & included on EPL list for GSA sales • National network for authorized servicing dealers “Your first thought may be, ‘We don’t sell shredders’. Consider your client is dealing with HIPPA privacy rules. They requested hard drive cleansing software on their new copier. What about the sensitive information that is printed or saved to a CD? A logical extension of this copier sale is a high security paper and CD shedder. For a few more dollars per month, these needed business tools can be added on to the new equipment lease.
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Your dealership is extending their presence as a true total solution provider for overall security. You are also keeping out other vendors who may try to take away some of the core business you are current controlling.” A similar extension of business can be made with the placement of new color equipment. When your customers make color brochures and presentation material in-house, they may also need binders, booklet makers or the ability to laminate.
Niche offers superior selection and availability, fast delivery, blind drop shipping, competitive prices, marketing support, tech support, hardware training and superior customer service. Forming a new partnership with Niche is easy; you can start by calling Niche at 877-446-4243 or emailing us at email@example.com to obtain your dealer application and product information. u by Ronelle Ingram Contact Niche Equipment 1765 Cortland Court • Addison, IL 60101 tel. 877.446.4243 • 630.629.9220 fax. 630.629.6790 website: www.nichee.net email: firstname.lastname@example.org
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SERVICE MANAGER SAlARy SuRVEy For copier service managers, 2011 has been a year of stress and frustration
or many copier professionals, the past few years have been a time of mounting stress and frustration. At every level, employees have been working longer hours for lower compensation, trying their best to maintain efficiency and profitability during uncertain economic times. “Dealerships are just stretched really tight right now,” says Paul Schwartz, president of Copier Careers. “Everyone is doing more with less, especially in the service department.” What began as temporary staff shortages during the worst of the recession has become, for many dealerships, a long-term state of affairs, and one that’s growing more problematic by the day for the managers in charge of these departments. “Right now, service managers are having a difficult time keeping their people happy and their departments productive,” says Schwartz. “The stress is taking a toll on everyone. The good news is that dealerships are finally starting to hire new techs again, and that’s helping to relieve some of the pressure.” The 2011 Salary Survey Since 2000, Copier Careers has conducted an annual survey of document imaging professionals to determine how well they’re compensated, how happy they are in their jobs, and how well they rate their employers. This year’s Copier Careers Service Manager Salary Survey reflects the responses of 1,621 service managers who took the survey between March 1, 2010 and March 1, 2011. A diverse group of professionals, they work for 50
dealerships of all sizes and have widely varying levels of responsibility, with some managing fewer than 10 people and others overseeing more than 500. Salaries vary substantially depending on job title. The highest earners are the Operations Managers, with annual salaries averaging $83,492. They’re followed by General Managers ($80,332), VPs of Service ($78,140), Regional Service Managers ($74,219), and Service Managers ($70,002). The average annual salary among all job titles is $77,237, an increase of $1,442 since 2010. One common thread among these professionals is tenure. The average service manager has worked in the industry for nearly 26 years, and has spent the previous 16 at his or her current company. These men (89%) and women (11%) are among the last of the cradle-to-grave employees, with most of them expecting to finish out their careers in their current positions. To the disappointment of some, these last years on the job are likely to be anything but calm. Between the rocky
“Dealerships are just stretched really tight right now. Everyone is doing more with less, especially in the service department. The stress is taking a toll on everyone. The good news is that dealerships are finally starting to hire new techs again.”
economy and the evolution of managed print services and managed networks, the next decade will be characterized by continued uncertainty and constant technical hurdles.
managers surveyed say they’re either dissatisfied or very dissatisfied with all aspects of their jobs, and many say they’re open to new employment opportunities. This year,
“From a service manager standpoint, it’s much different to manage a dealership that’s involved in MPS than it is to manage a traditional department. A lot of the old benchmarks just don’t apply anymore. The new business model requires a completely new mindset and a substantially different skill set.”
New Business Models Require New Skills According to Schwartz, the weak economy and the managed services business model have combined to create a perfect storm of unpredictability for today’s service managers. “These managers are overseeing service departments during a challenging economic period,” Schwartz says. “At the same time, the industry is evolving at a rapid rate. It isn’t totally decided yet how managed print services, managed networks, and the traditional copier service department are going to end up meshing.” These changes are putting significant pressure on service managers to rethink the way they run their departments. “From a service manager standpoint, it’s much different to manage a dealership that’s involved in MPS than it is to manage a traditional department,” says Schwartz. “A lot of the old benchmarks just don’t apply anymore. The new business model requires a completely new mindset and a substantially different skill set.” Dealerships have clearly taken notice and are making efforts to encourage their service leadership to keep their skills fresh. Ten years ago, only 5 percent of service managers reported receiving bonuses for certification or training. Today that number has grown to 45 percent, and we can expect it to keep increasing as the managed service model trickles down to the smallest dealerships. Late Career Job Change? This accumulated tension and uncertainty is putting significant strain on job satisfaction. One-third of service
30 percent of respondents report that they’re actively searching for new employment, 69 percent say they’re passively searching, and only 1 percent say they’re not looking for a new job at all. Historically, there is little turnover among service managers. Despite the high numbers of people who say they’re currently in the market for a new job, it’s unlikely that many of them will actually leave their employers. Though most service managers are genuinely frustrated with their current situations, the big problems that plague them now—understaffed service departments, the weak economy, and the managed services learning curve—are rampant throughout the industry. Signing on with a new employer may provide a change of scenery; however, it’s unlikely to deliver the kind of substantial relief service managers are seeking. Today’s Challenge, Tomorrow’s Opportunity If the past few years have taught us anything, it’s that uncertainty and change are inevitable. Service departments are transforming rapidly, and what seem like setbacks today may actually be something else entirely: growing pains. As the economy recovers and the managed services model matures, the experience of managing a copier service department is bound to change. It may not get any easier. In fact, it’s almost certain to become more complex. But for service managers who are able to see opportunities instead of problems, whatever changes occur are bound to be for the better. -CC
Copier Careers is a recruiting firm dedicated exclusively to helping independent copier dealers find experienced service techs, copier sales reps, managers, controllers, back office staff, and MPS experts. Visit www.CopierCareers.com for the expanded version of this salary survey, featuring additional commentary and four pages of bonus graphs. Copyright 2011, Copier Careers. All rights reserved.
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How to Close the Sale Every Time or Find Out the Reason Why Not By Ann Barr
t is a real pleasure to watch a good sales person in action and last week I had that opportunity. On Tuesday afternoon I walked into the Harris Teeter grocery store in Virginia Beach and was immediately greeted by a smiling, confident young man behind a counter that contained several issues of The Virginian Pilot, our local newspaper.
percent give up after three “no’s.” This does not mean you have to be pushy, but what it does mean is that follow up becomes more and more important.
He held out a small piece of paper and asked if I would like to enter a drawing to win a prize - a $50 gift certificate. All I had to do was to write my name and telephone number on the form and hand it back to him - which I did.
Back to the grocery store . . . it seems that this sales person was prospecting store customers and asking them to subscribe to the local newspaper.
Everything that happened afterward was almost perfect “by the book” selling . Don’t Give up Too Easily According to marketing statistics, 44 percent of sales people give up after one “no.” 22 percent of sales people give up after two “no’s,” and 14
Ask the Right Questions
His question to each person who walked into the store: “Do you subscribe to the Virginian Pilot?” My answer was: “No, I don’t, but I do buy and read the newspaper from time to time.” (I was hoping that answer would discourage him and I could start shopping for the groceries I needed to buy. But he was not discouraged and did not give up.) continued on 53
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continued from 52
Find Out What is Important to Prospects His next question:
(I hated saying “no” to him - but I didn’t have time to fill out the form.) The Fearless Question
“When you DO read the Pilot, what do you like best about the newspaper?”
Sales rep: “What’s holding you back?”
(Great question to get a positive answer and learn what might motivate me to subscribe to the newspaper.)
(A PERFECT question and one that many sales reps are afraid to ask.)
My answer: “The coupons.”
I gave him my main objection and he had a very good answer.
The sales rep (smiling): “Great! Do you know you can save up to $60 a week using the coupons in the newspaper?”
(He almost had a sale but I was in a hurry.)
(An excellent benefit statement.) Then he handed me a form and said: “We have a terrific promotion going on now. When you fill out this form you can get the newspaper for just $2.00 per week!” He asked: “How does that sound to you?” (A good trial close question - asking for my opinion instead of a decision.) “Great,” I replied. “But I don’t think I’ll do that.”
What a pleasure to see someone who was enthusiastic about his product and was not afraid to ask for the sale. AND - not afraid to respond effectively to the objection. The Missing Next Step He had my name and telephone number on the little form I filled out, so he could have followed up and called me the next day. Unfortunately, that did not happen and too bad, because he would have made a sale.u Ann Barr is a consultant and sales coach who has written eight books on sales and marketing. You can email Ann at Ann@AnnBarrBlog.com Get a free E-book when you sign up for her free Weekly Sales Tips e-mailed newsletter www.annbarrblog.com enx magazine
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Road to Success or Delivering Expressway Transport processes nearly 12,000 shipments per year, generating a mountain of paperwork required to dispatch, deliver and invoice customers from across the United States. Using DocuWare, they have eliminated 40+ hours per month of manual filing, removed eight file cabinets and improved the time required to process each shipment, resulting in a Return on Investment (ROI) of approximately six months. Initial Situation Expressway Transport is a privately-held general commodities carrier based in Northern California. It was founded 34 years ago to provide service to the San Francisco Bay Area and the Los Angeles Basin. Since those early days, they have grown their business to include service to California, Oregon, Washington, Nevada and Arizona.
desk space and making them difficult to find by others in the office.
Billing processors would spend more than two hours per day filing Location: California (USA) the documents away. If a document was required by another employee Field of application: Accounting or department, they would have to go to the file cabinets to retrieve it. Type of Documents: If it wasnâ€™t there, they would have Delivery documents including; Each shipment generates a variety of very important dispatch papers, hand tag, order, to search for it among the various documents, including the dispatch papers, hand tag, bill of lading, proof of delivery, employees and departments that might have it. If a call came in the order, bill of lading, proof of delivery, and reports. and reports middle of the night that the driver These documents are required to generate customer documentation was insufficient to invoices and satisfy compliance requirements by the complete a pick up or drop off, the US Department of Transportation (DOT). In the old world of paper, dispatchers would receive shipment supervisor on call would have to travel to the office to pull the requests in a variety of forms including fax, e-mail, and phone. file and correct the discrepancy. If the request was already in paper form, it would be stamped and annotated. If it was in electronic form, such as e-mail, it Requirements would be printed on paper, stamped and annotated. When there was a rush order, the dispatcher would have to personally com- Expressway Transport wanted to implement a document manmunicate with various departments to confirm they understood agement system to decrease the time and cost to process shipthe urgency and details, taking up valuable time that could have ments from dispatch to invoice. They invested in DocuWare to been spent taking more requests. Eventually, the request would create a central electronic document repository that included be entered into their Varipro Systems business application so automatic indexing with OCR (Optical Character Recognition) that an order can be generated. The order, along with the sup- and barcodes, electronic baskets for efficient movement of docporting documentation would become a file that would be sent uments between departments and integration with Varipro over to the billing department to wait for the proof of delivery. Systems for quick and easy access of documents. The billing department would gather documents from returning drivers, check for accuracy and then create customer invoices. Partial files were kept out until completed, taking up valuable The Task n Quick, easy access to a transactionâ€™s related documents n Improve customer service n Integrate with existing software system The Benefits n Central filing system n Instant access to PODs improved cash flow n Reallocated man-hours to revenue generating activities n Eliminated file cabinets, increasing office space
Solution With DocuWare and a Savin MFP, the dispatch request begins and ends in electronic form. Faxes are now captured electronically, e-mail is moved into DocuWare seamlessly and any other paper documents are scanned and appended to the file with just a few clicks. A dispatcher stamps the request, adding any important details and then routes it to the next person in the process through the electronic basket system. There are separate baskets for normal and rush, eliminating calls to individual departments. Additional notes, highlights or other annotations are added as a layer over the original, unalterable electronic document. If a customer wants a copy of the request, it is quickly e-mailed or e-faxed. Everyone with pre-defined permission can access the continued on 56
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continued from 54
file as needed without picking up the phone or walking around the office. The order is still generated from Varipro Systems in paper form but it includes a special barcode that references the order number in the database. When the bills of lading and other supporting documents return with the driver, they are scanned through at the end of the day in one batch run. Using the barcode, documents are immediately broken into separate files, one for each transport. The barcode also enables information to be extracted from the documents and automatically entered into DocuWare. The remainder of the indexing data is copied from Varipro Systems to DocuWare using an automated system. From that moment forward, authorized users can search the files using a variety of customized indexing data points. The invoice is then generated and e-mailed to the customer, while a copy is electronically stored in DocuWare.
Benefits User Benefits On an individual level, users have quick and easy access to the information they need to do their work. There is less paper stacked up around the office, giving employees a sense of calm and control while tackling complex requests for their customers.
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“There is literally less paper in the office,” says Jennifer Arrington, Office Manager. “This means less clutter around the office, but it also means less mental clutter too. In this day and age, the Information Age, employees deal with information swirling around us all day long and DocuWare helps us organize it in a way that is easy for everyone to use.” An ongoing commitment to improve the process is evident, as employees at all stages of the process look for ways to make the electronic workflow run even more efficiently, adding to a sense of employee ownership and satisfaction. Department Benefits When the office gets busy, everyone pitches in, even the President. With their new solution in place, he can simply open Varipro Systems and with one keystroke and have access to all the documents for a customer order. By having an electronic audit trail, employees know where all the files are at all times and which department updated them last, eliminating bottlenecks. Additionally, supervisors can access documents remotely via the DocuWare Web Client application, eliminating the need to come into the office when a driver is having trouble delivering a load in another time zone. Corporate Benefits Employees no longer spend time logging and handling paper, allowing them more time on customer service. Their new system also enables audits to be performed very efficiently since the information can be gathered and burned to a DVD in minutes. These improvements have led to better efficiencies and generated a Return on Investment of only six months. Expressway Transport is so happy with their DocuWare system that they have moved beyond the initial application and are now using it for paystubs, payables, human resource records, independent contractor statements, equipment maintenance records, insurance documents, and more. As they reduce their dependency on paper, they are meeting their social responsibility initiative.
Conclusion To sum up the results of their new document management system, Frank Sousa, President of Expressway Transport says it best, “Ultimately, it’s our customers who benefit. They already trust us with their business and like working with us; but in this competitive economy, we wanted to make it even easier for them to turn to us for their transportation needs. Our systems make us more efficient when responding to their needs.” u by Docuware
www.laserprinterparts.com W EST C OAST P LATEN
Product & Industry News Imaging Supplies Coalition Announces New Board Chairman and Officers July 1, 2011 - Venice, Fl. - The Imaging Supplies Coalition for International Intellectual Property Protection (ISC) announced the election of a new Chairman of the Board and three new officers at their annual meeting held June 21, 2011. Jeffrey Kwasny, Global Anticounterfeiting Programs Manager, Hewlett Packard was named Chairman of the Board. He succeeds Andrew Gardner of Lexmark International. Commenting on the election, Allen Westerfield, President of the Coalition said: “The Members and Board of Directors want to thank Andrew and Lexmark and the other outgoing officers (Treasurer, Sharon Kreps of Epson and Secretary, Kathy Tarsiewicz of Okidata) for their proactive involvement and support of the ISC. Our new Chairman, Jeff Kwasny, brings a wealth of industry knowledge and experience to the Chair and with his leadership we look forward to expanding our efforts to prevent counterfeiting and fraud in the imaging supplies industry.” Additionally, Albert Gallina VP, Brand Protection Group, Xerox was elected Vice Chair, Andrew Gardner, Worldwide Brand Protection Manager, Lexmark International was elected Treasurer, and John McIntyre, Sustainability Manager, Samsung Electronics America was elected Secretary. Westerfield went on to say: “Each of these officers has a depth of experience in the imaging supplies industry and are leaders in their companies’ efforts to protect their brand and their customers from illegal activity. The ISC and the imaging supplies industry as a whole will benefit from their service.” The ISC can be contacted at 941-961-7897, e-mail at firstname.lastname@example.org or visit the website at www.isc-inc.org. u Uninet Releases Absolute Black Toner & Components for Canon Imageclass MF 4150 Los Angeles, CA - UniNet announces Absolute BLACK® Toner and key components qualified for use in the Canon imageCLASS MF 4150 printer cartridges. The MF4150 is a small but full-featured, monochrome multifunction printer that utilizes the Canon version of the HP 1010 cartridge (Q2612A), and is rated at 21 ppm. It also includes automatic duplexing and a 35-page auto document feeder. The Canon 104 toner cartridge is rated at 2,000 pages and utilizes all the same HP1010 components (toner, drums, magnetic rollers, PCRs, etc.) that are readily available, but it is not totally compatible. In addition, UniNet offers a conversion kit that converts the HP cartridge to be used in the Canon MF4150 machine. For further information, please contact UniNet at + 1 (424) 675-3300 or visit www.uninetimaging.com. u APPLIED IMAGING CONTINUES ITS COMMITMENT TO “KEEPING IT IN THE MITT” WITH AMERICAN IMAGING MERGER GRAND RAPIDS, MI (July 11, 2011) – Applied Imaging, Michigan’s premier office technology solutions provider and an honoree of the 2011 “Michigan 50 Companies to Watch,” award has increased its commitment to the region by merging with American Imaging of Brighton, MI, effective immediately. Both companies are fully authorized Ricoh, Lanier, Gestetner, Sharp and Oki dealers. For American Imaging customers this will make the merger seamless from a service, personnel, and product offering standpoint. Applied Imaging has hired all employees from American Imaging and integrated them into its organization. Edward Montrose, founder of American Imaging commented, “I discovered that Applied Imaging is one of the fasted growing companies in the Midwest, and they offer the top product lines in the industry. I know that my customers will be well taken care of.” Current American Imaging customers will now enjoy the benefit of having additional resources available in terms of Applied Imaging’s buying power with the manufacturers and innovative service and support programs. “It is a win/win for all involved,” said John Lowery, Applied Imaging’s President. “With the larger customer base, we have additional leverage and purchasing power. American Imaging customers will now have access to more products since we are an authorized dealer for Canon’s complete line of products, Kyocera printers and Oce high volume production print systems.”
August 2011 Applied Imaging has made a commitment to “Keep It in the Mitt,” a spirit that allows Applied Imaging to focus on its people, products, and services to enhance the Michigan business environment.With the merger, Applied Imaging further solidifies its leadership position as a dealership capable of servicing the office technology needs of Michigan’s businesses from the small one or two person office to the large national companies. Applied Imaging was founded in 1984 and has branch locations in Kalamazoo, Muskegon, Lansing and Novi along with its Grand Rapids headquarters. Applied Imaging has been recognized as one of the 2011 “Michigan 50 Companies to Watch,” an awards program sponsored by the Edward Lowe Foundation and presented by Michigan Celebrates Small Business. Companies that make it to the “Michigan 50 Companies to Watch” list are part of a remarkable group of second-stage companies. Defined as having 6 to 99 full-time-equivalent employees and generating $750,000 to $50 million in annual revenue or working capital from investors or grants, these companies form the backbone of Michigan’s economy. Representing all regions of the state and a diverse range of industries, companies like Applied Imaging are known for their exceptional entrepreneurial leadership, creation of innovation or use of innovation in creative ways, and their sustainable competitive advantage. Applied Imaging- As Michiganders - values like loyalty, honesty and hard work are at the core of how Applied Imaging does business. That’s why Applied Imaging, Michigan’s premier, independently owned provider of Document Imaging and Managed IT Services strives to “Keep It in the Mitt.” The “Keep It in the Mitt” spirit allows Applied Imaging to focus on its people, products, and services to enhance the Michigan business environment. In essence, it’s about doing business for the success and benefit of Michigan companies of all sizes. With over 65 years of combined experience and over 7,500 clients, Applied Imaging has been the recipient of the highest awards given by both national manufacturers and local organizations alike. That level of achievement combined with a “Yes! It Can Be Done” attitude, has allowed the company to provide innovative solutions that improve profitability and increase productivity. For more information about Applied Imaging, please visit www.appliedimaging.com. u SHARP® Announces that its Workgroup Line of MFPs are now CERNER® Certified MAHWAH, NJ, June 21, 2011 – Sharp Imaging and Information Company of America (SIICA), a division of Sharp Electronics Corporation, has announced that its workgroup line of MFPs are now Cerner® Certified for use in Cerner’s Millennium® environment which will offer customers in the medical and healthcare markets<http://www.sharpusa. com/ForBusiness/GovernmentAndCommercialMarkets/Healthcare/MFPsPrinters.aspx> that already deploy Cerner applications continued access to the best technology and support available. Cerner is a worldwide leading supplier of healthcare information technology solutions that optimize clinical and financial outcomes. The Cerner Certification process is an evaluation of a technology designed to minimize downtime and risks, and to ensure compatibility with the Cerner application environment. The process includes development of necessary operating systems scripts, installation and support documentation, and training of Cerner support associates. “Sharp’s latest MFPs utilize a customizable high-resolution touch-screen display that simplifies common tasks performed on the machine,” says Vince Jannelli, director, product management applications, Sharp Imaging and Information Company of America. “We are very pleased to have our line of A3 and A4 products Cerner Certified because whether from a small nurse’s station or from an administrative office, everyone can be assured that Sharp MFPs and printers will work reliably in their Cerner Millennium® environment.” For online product information, visit Sharp’s Web site at sharpusa.com or sharp-pc.com. u Independent Stationers Awarded The Association For Independent Managers, Inc.™ Office Supplies Contract INDIANAPOLIS, IN – July 11, 2011—Independent Stationers, the industry’s most progressive independent dealer group and the leader in providing value-added programs and services to its members, recently signed an agreement to provide general office supplies, paper, ink and
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Product & Industry News toner and cleaning supplies to members and affiliates of the Association For Independent Managers, Inc.™ The new program, which began July 5, 2011, offers more than 800,000 Associations For Independent Managers, Inc.™ (AFIM) members and affiliates open access to thousands of office supplies at competitive pricing on a nationwide scale. The program is expected to save users between 5% - 50% on more than 20,000 office supply items. The Association for Independent Managers, Inc.™ was formed in the mid 1970’s and incorporated January, 1979 by visionary, Jack Winebrenner, with a mission to create an association that would offer practical education, tools and resources so small businesses could succeed. Over the past 30 years, the Association has attracted small business owners, managers, employees, affiliates, providers, and others. Members access educational programs, benefits, products, and services that would be otherwise unavailable unless they are part of a very large group buying organization. These offerings are promoted at greatly reduced rates because of their relationship with national providers. Gary Bastie, President of AFIM, states, “Our members and affiliates are excited about access to such huge savings when bottom lines are so important to the overall success of so many businesses.” Independent Stationers Vice President of National Accounts, Kevin France says, “We’re very excited about our partnership with The Association For Independent Managers, Inc.™ and welcome the opportunity to bring their members and affiliates significant savings that our program offers.” Independent Stationers: Founded in 1977, Independent Stationers is a leading global organization providing sales, marketing support and purchasing power for the community based independent office products dealer. The organization’s members are located throughout the U.S. and in 3 foreign countries. Collectively, Independent Stationers members produce $2.5 billion in end-user sales. For more information, please contact Cora Lienemann at Independent Stationers headquarters (Phone: 317-579-1111; e-mail: email@example.com) or visit the is.group web site at www.isgroup.org. The Association For Independent Managers, Inc.: -The Association For Independent Managers, Inc., “The Big Association For The Little Guy”, helping small businesses succeed since the 1970’s. You may view the Association’s website at: www.associationforindependentmanagers.org. u Parts Now Becomes OKI Data Authorized Distributor July 14, 2011 — Middleton, Wis. — Parts Now and OKI Data Americas Inc. today announce a distribution agreement that will make available OKI Data service parts, supplies and accessories through Parts Now. As an authorized Spare Parts Distributor, Parts Now will offer a full expanse of OKI parts, supplies and accessories to reach a growing market. “This new partnership will provide our customers with access to a broad range of parts exactly when they want them,” said Tim Brien, Director, OKI Total Managed Print Services (TMP®). “We’re looking forward to building on Parts Now’s success as one of North America’s largest distributors of OEM Laser/LED printer service parts to better serve our expanding customer base.” Parts Now joins an elite list of OKI authorized Spare Parts Distributors in the U.S. OKI Data chose to partner with Parts Now because of the value add and benefits they provide to customers in the Laser/LED printer service, support and managed print markets. “We’re pleased to enhance our line with OKI products, which have a reputation for quality, leadership and innovation,” according to Michael Cox, Vice President of Business Development for Parts Now. “We chose to add OKI to our line in support of our customers’ demand for Oki products, and our commitment to service multi-line needs within a Managed Print environment.” Parts Now is the industry leader in profitable solutions for businesses who service laser printers. The #1 supplier of laser printer parts in North America and an authorized distributor for HP, Lexmark, Canon and Toshiba, Parts Now is also the largest trainer of repair technicians in the U.S., and a leading expert in helping companies drive revenue through managed print solutions. Visit www.partsnow.com or call 877.246.2133 for more information. u
August 2011 WEST POINT PRODUCTS PARTNERS WITH BEI SERVICES TO CREATE INDUSTRY’S MOST ACCURATE PRINTER TCO CALCULATOR WASHINGTON, PA (July 6, 2011) West Point Products, the leading provider of premium replacement imaging supplies and related products and services based in Washington, PA, announces the creation of the imaging industry’s most accurate Total Cost of Ownership (TCO) printer calculator, utilizing BEI Services Worldstats™ and Dealerstats™ printer data. BEI Services is well known and respected in the industry as the leader in service performance benchmarking data for hundreds of dealerships and manufacturers worldwide. BEI Services data along with the other statistical costs data provided by West Point Products will create the most accurate TCO printer calculator in the industry, and will be available exclusively to West Point Products’ customers. “We have made a significant investment to create the industry’s most accurate TCO printer calculator for our customers,” said Ray Loisel, Senior Vice President of Managed Print Services for West Point Products. “We chose to partner with BEI Services because of their overwhelming amount of service and parts statistical data. Their Worldstats™ service data combined with our statistical data will be the most accurate TCO in the industry as far as world averages for each printer model. ” West Point Products’ agreement with BEI Services enables it to use the individual dealer’s Dealerstats™ information if they are a West Point Products’ customer so the TCO is accurate down to that individual dealer’s performance. “Armed with all this data, I don’t believe there is another company in the world that can provide a TCO with the accuracy that West Point Products can for all their customers,” stated Bud Karakey, Vice President of Operations for BEI Services, Inc. “We are very excited to be partnered with a great company like West Point Products and look forward to a long and rewarding relationship.” Loisel adds, “We left no stone unturned in creating this TCO product for our customers and we are very excited for its release.” For more info on West Point Products visit www.westpointproducts.com and for BEI Services visit www.beiservices.com.u MSE is 1st US Factory Awarded Nordic EcoLabel Certification VAN NUYS, CA - Micro Solutions Enterprises (MSE), the industry leader for Intelligently Re-EngineeredTM cartridges, further demonstrates its environmental commitment by being awarded the Nordic EcoLabel certification, which governs its green practices and procedures for Sweden, Denmark, Finland, and Norway. MSE became the first US toner cartridge remanufacturer to have its US facility Nordic EcoLabel certified for selected skus. Mark Dawson, EMEA Director of Sales & Marketing says of the certification ”This award enhances an already impressive portfolio of Green Credentials at MSE. For our team in Europe, this is a particularly significant award. It provides further evidence that effective carbon reduction programmes and global business models are not mutually exclusive. I wish to congratulate our Operations, Technical and Marketing teams on successfully completion of this project and I look forward to passing on the benefits to our customers, existing and new.” Javier Garcia, Environmental Health & Safety Manager adds, “Our sustainability partnership with the Nordic EcoLabel will create innovation, add value, and build a competitive advantage.” MSE is the largest USA based remanufacturer and is acclaimed as one of the leading edge innovators in the marketplace. MSE has pioneered the process of “Intelligent Re-Engineering” as applied to remanufactured printer consumables which is a protocol that employs patented technologies, proprietary processes, and stringent testing methodologies all with the goal of providing the market’s best alternative to high cost OEM print consumables. MSE has multiple certifications and accreditations including ISO 9001 and 14001. Coupled with our engineering prowess MSE also prides itself on offering the highest levels of after sales support to its dealers through its consultative sales and marketing programs. MSE is a global entity with sales and distribution in Canada, Europe (UK and the Netherlands), Israel, Brazil, California, and Pennsylvania. To Read the complete unedited versions of Press Releases submitted each month, please visit www.enxmag.com. u enx magazine
Display Advertiser Index ACM 03 Authorized National Copystar, Konica Minolta & Toshiba Distributor for Copiers, Printers, Faxes, Supplies and Parts Phone: 800-722-7745 Fax: 800-767-9722 firstname.lastname@example.org www.acmtech.com All Leasing Services 29 Repo/Offlease Copiers, Printers and Faxes Phone: 949-727-3750 Fax: 949-727-3850 www.alscopiers.com Ann Barr Phone: 757-463-0924 email@example.com www.sellingsupplies.net
Arlington Phone: 800-887-3040 Fax: 847-689-1616 www.arli.com
Art Dela 52 33 1665 78845 firstname.lastname@example.org
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Carolina Wholesale Phone: 800-521-4600 Fax: 800-356-9169 www.cwholesale.com
Collins Distributing Phone: 800-727-0884 Fax: 901-396-8614 firstname.lastname@example.org www.CollinsDistributing.com
Copier Careers Copier Employment Placement Phone: 888-733-4868 Fax: 800-464-3434 email@example.com
Copier Clearance Center Buy & Sell New and Used Copiers Phone: 800-393-6355 Fax: 916-617-2742 firstname.lastname@example.org
Copier Network Coast to Coast Service Extensive Canon and Ricoh Selection Phone: (510) 746-2080 www.copiernetwork.com email@example.com
CSI Customer Service, Inc. 48 Wholesale Canon Copiers, Remanufactured Cartridges, most popular brands. Phone: 888-889-9598 Fax:713-789-1832 firstname.lastname@example.org www.csihouston.com Direct Precise Imaging Phone: 888-376-7311 www.directpreciseimaging.com
DocuWare Corporation Phone: 888-565-5907 email@example.com www.docuware.com
Electronic Business Machines Copiers/Printers Parts & Supplies Phone: 800-832-6522 Fax: 859-281-6328 www.ebmky.com
Escalera Copier Moving Devices Phone: 800-622-1359 Phone: 530-673-6318 Fax: 530-673-6376 www.escalera.com
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Printer Tech Tips HP LaserJet P3005, M3027MFP, M3035MFP Grinding
grinding problem can occur with normal printing; however, most of the time it happens after changing out the fuser assembly. After replacing the fuser you may hear a rumbling sound from the rear side of the printer. This rumbling, or grinding, is due to the newly replaced gears working with the worn fuser drive gears.
When the printer is turned on, the fuser and exit rollers spin at a very slow speed for about 2 seconds then run at full speed for about 5 seconds. The second faster speed is usually when you will notice the noise starts. The main drive assembly initially turns the fuser, and then the fuser drive assembly engages the fuser at full speed using the set
of four fuser drive gears. The parts to replace: • Cluster of Fuser Driver Gears: RU5-0956, RU5-0957, RU5-0958 & RU5-0959 • Fuser Thrust Stopper (Clip) - RC2-0657 • Fuser Gear - RU5-0966 • Fuser Pressure Roller Gear - RU5-0964 All of these parts HP P3005 Gear Kit - P3005-GK All of these parts (7) can be purchased together from Laser Pros International using part #P3005-GK. NOTE: when replacing the plastic Thrust Stopper Clip (RC20657), be sure to have the longer part pointing down (see image). Failure to do so will cause paper to jam at the fuser or to jam when printing duplex mode. u This Tech Tip is contributed by Laser Pros. Visit their website www.laserpros.com or email any question to
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SERVICE & PARTS DIRECTORY
FREE TECH HELP Subject: Canon IR6570 E002-0010 Question: I have an error code E002-0010 on a Canon IR6570. What is this code?
POT’s on the PSU do I turn? I think it’s the one on the left, but again I don’t remember.
Answer: The power was turned off without resetting an error code. Check the last error in the log before this code and correct that problem.
Answer: I had a similar problem on an E-studio 3500C. I’m not sure if this will help but check CN 70 Pin 2 on RADF board. Voltage should be between 4.95 and 5.25 VDC if not adjust VR2 on the LVPS to 5 VDC. Monitor while adjusting at CN 404 pin 1 on LVPS.
Answer: Huh? That’s a fuser heating code. The fuser didn’t reach 150 15 seconds after it hit 110. Try cleaning the thermistor. It might also be the connector on the rear of the unit; try shimming the connector by placing a small washer behind each screw.
Question: Thanks. We are definitely on the same page, only I am leery that the 3500 has different pin outs than the 281C and I don’t want to go twisting POTs I’m not sure about.
Answer: Had a similar situation with a 5570; the fuser had drive gears on both ends of the roller. Make sure there is not a crack in one of the gears. There are timing sensors on the gears which will throw a code. Answer: The sensor will throw an E840 code. Question: Thanks to all that responded. The machine is located in an old Reformatory with areas of very old wiring. Even though they tell me it is on a dedicated line, I do not trust the wiring. I reset the error code and have waited several days with no failure. So far so good.
Subject: KM di5510 light copies Question: Copies are under-toned after changing out drum blade. I put machine in 36 mode (blade adjust) and it toned up a little. Copier is 60k away from PM. This copier is the only one like it that I work on. Answer: Clean the sensors under the drum blade and clean the coronas and do the peculiarity adjustments on all of them. If not you will have to replace dev and then do them. Question: Thanks for your help. Answer: Is your DV unit turning? Check and make sure no gears are stripped out. Question: Cleaned coronas and reset all peculiarity settings and it works great. Thanks.
Answer: I found my service manual on the 281C and checked the Output channel page. CN467 pins 21 and 22 provide an output voltage to the RADF of 5.1 V. Question: Thanks, I appreciate that. Didn’t have my handbook with me. Question: Ah, ok I got it. Actually CN467 pins 21 and 22 are the 5.1 V output to the SLG board. Output to the RADF is pins 5 and 6. The trimmer pot I need to adjust is the one on the left. I’ll be back out to the account tomorrow and I will post a follow up as to whether the adjustment fixes my problem or not. Answer: I’ll have to double check my manual again. Sorry if I gave you incorrect info. Question: Thought I’d follow up: I had to borrow a meter because I left mine at home so I got one from a co-worker. I get to the account and measure the 5.1VDC and I’m getting 6.12VDC, according to the POS meter. I’m thinking, dang ... that’s too high. I turn it down to the 5.1VDC like it is supposed to be and then when I turned on the machine I got nothing but fans. No panel, no warm up ... just fans. I knew then the stupid meter was off but I didn’t have a clue by how much or which direction. I figured the symptom called for more voltage and not less so I turned it up to 6.25VDC according to the POS meter. Turned the machine on and it fired up perfectly. Ran a bunch of jobs through the DF and not a single jam. I made it jam on purpose to see if the jam signal would clear like it is supposed to and it did. Case closed, machine fixed. Moral of the story ... if you are doing this type of adjustment don’t borrow a meter. Use one that you know is calibrated right. u
Answer: You probably didn’t have the charge corona sitting right. It can look like it is seated properly but it is not. Anyway glad it is fixed.
Subject: Toshiba MR-3018 DF question Question: I have a document feeder on an ES281C that jams on every 5th sheet. One sheet is fine, two sheets is fine ... 5 sheets and you’re screwed. Paper exits, none in DF paper path, then jam code E724 (registration sensor staying high). Normally this would be the sensor itself, so I replaced it along with the read sensor. Did not fix the issue. Now I am pretty certain my 5v isn’t right. Probably set too high and I need to adjust it. I have made this adjustment once before but cannot remember how to do it. My question is simple. Which connector and pin do I measure off of and more importantly which of the two 70
Tips appearing in this section are reprinted courtesy of Smarka! The Copier Tech’s Info Source. Tips are randomly selected from submissions emailed to Smarka! Smarka! and ENX Magazine make no guarantees as to the accuracy of tips presented here. Email your tips to Tips@smarka.com. All tips become public domain.
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