Vous êtes sur la page 1sur 58

“Documentation Management” Process of Different Organizations

“Documentation Management Process” of


different Organisations.

Under the Guidance of: Submitted By:

Mr. B.V.S.S.Suresh Kumar S. M. Onais Rafiq

(Corporate Sales Manager)


Manager) Summer Intern
Xerox India Limited (April’08 –
June’08)

INTERNATIONAL SCHOOL OF BUSINESS & MEDIA.


Pashan, Pune
“Documentation Management” Process of Different Organizations
2

ACKNOWLEDGEMENT
It has been an extremely pleasurable experience working
with Xerox India. This organization has provided me with
invaluable knowledge and experience which I take back with
me.

I would especially like to thank Mr. B.V.S.S. Suresh Kumar


(Corporate Sales Manager) and Mr. Gaurav Saini
(Corporate Sales Manager) for providing me constant
guidance and support. The clarity that was lent to the
project was all due to him.

I would also like to extend my gratitude to Mr. Avnish Patil


(Corporate Sales Manager) and the whole of NOB Team
for showing a keen interest in my research and assisting me
for my project.

I wholeheartedly thank Ms. Patricia D’Lima (Regional HR


Manager-West & South) and Mr. Vivek Patkar
(Regional Business Manager – Xerox Global Services)
for providing the much needed assistance at various points.

I also thank all the office employees at the Mumbai branch


for making the environment at work extremely conducive
and for also being very approachable.
“Documentation Management” Process of Different Organizations
3

My heartfelt thanks also to all the summer interns for


making my stint at Xerox extremely fun filled and enriching.

Last but not the least; I am grateful to all the IT heads at


different corporate accounts and Customers whom I met
during the course of my training. Without their cooperation,
this project would not have been successful.

And finally, I would like to thank International School of


Business & Media, for providing me all the requisite
knowledge and the opportunity to work for this Company.

S. M. Onais Rafiq
“Documentation Management” Process of Different Organizations
4

Table of Content

Executive Summery 5

Introduction 9

Scope of the Project 13

Project Objectives 15

Methodology 16

Analysis 18

Share of Xerox in Corporate Accounts 19

Segment Share of Xerox 21

Preference of Medium 22

Stand Alone Vs Multifunctional Device 23

Preference on Services 24

Segmented Distribution of Preference

Government Service Industry 26

Service Industry 28

Manufacturing 29

Knowledge 30

Overview 31

Level of security 32

Problems Faces with Network Printers 34

Awareness 36

Process of Procurment 38

Detiled Analysis of Companies 41

Suggestions 43

Critical Suggestion 45

Sample Model 48
“Documentation Management” Process of Different Organizations
5

Annexure 49

Biblography 55
“Documentation Management” Process of Different Organizations
6

EXECUTIVE SUMMARY

The objective of this research activity was to ascertain the


dynamics of services in the industry. This research is done to check
the documentation management process of different organizations.

For this purpose initially a comparative analysis of the total product


line under the New Office Business was created, a segregation was
done on the basis of standalone machines and Multifunctional
devices, mono and colour printers and further segregating them as
per the capabilities of printing in A3 & A4. In the second phase a
total of 20 corporate accounts were surveyed which are a mixture
of existing Xerox customers and some which do not use services
provided by Xerox. The research that has been carried out was
intended to understand the commercial and the process of
documentation at different corporate accounts

Area of Focus:

1. Preference of vendors in regards to printing, scanning,


photocopying & scanning.
2. Inclination towards Multifunctional Devices & Standalone
devices.
3. Policies in regards to colour printing and black & white printing.
“Documentation Management” Process of Different Organizations
7

4. Total number of machines in the organization.


5. Preference on Quality, Price, Reliability & Maintenance.
6. Basic pattern of printing.
7. Media that is used for printing.
8. Printer to Manpower ratio maintained in the organisation.
9. The problems that they general face in network printer.

The above are essential to fulfil the research objectives. They play a
pivotal role in ascertaining the factors that are essential for judging the
requirements of the customer.

A questionnaire were circulated which comprised multiple choice


questions as well as open ended questions that were aimed at
acquiring the above information.

The questionnaire was aimed for the corporate IT Heads to find their
role in the replacement of technology in the organization. The aim was
also to find the printing processes, volume of prints and the problems
they face with their network printers. Also through this set of
questions, information about different vendors and competitors has
been collected.

The data was collected in an excel sheet and analysis was done using
bar graphs and pie charts.

The key findings were as follows:

 Xerox India stands at the third position at present in regards to


the market share in the corporate accounts.
“Documentation Management” Process of Different Organizations
8

 The inclination towards Black & White prints is still higher as


compared to colour, many organisations have standardised
printing and thus some use only Mono.

 The preference on Multifunction devices has increased


substantially as they have realised it is more convenient and
cost effective to maintain one device having multiple functions
rather that have separate devices for different functions. It has
also been observed that a great amount of emphasis is given by
organisations on the technological aspect in regards to the value
addition that the equipment will bring along with it and how good
would the new equipment integrated in the existing system.

 With the help of the research it could be gauged the coverage of


Xerox on different verticals being the highest in the service
industry and the lowest in the infrastructure industry.

 Different organisations embark on different services preferences,


thus with the help of the research we were able to find the
preference on different services that companies prefer covering
from the manufacturing to the service industry.

 It is very important to know what volumes of colour and Black &


white are printed in the organisation to ascertain the
requirement, thus with the help of the questioner we could find
out the volume and the preference in media between A3 and A4.

 For placing a machine it is important to know how many people


would be using the equipment, the questioner also checked for
these issues and thus collectively helped us in mapping the
documentation processes in the organisation.
“Documentation Management” Process of Different Organizations
9

 With the research we were able to find the key problems


associated with the network printers in the organisation.

 It is important to maintain a high level of security in


organisations in the documentation process, thus we also tried to
get information on the level of security that was implement in
the organisation.

 The research also looked in to aspect of expenses occurred by


different organisations in regards to printing, scanning ,copying
and Fax
“Documentation Management” Process of Different Organizations
10

INTRODUCTION

Xerox Corporation is a $15.7 billion technology and services enterprise


that helps businesses deploy smart document management strategies
and find better ways to work. Its intent is to constantly lead with
innovative technologies, products, and solutions that customers can
depend upon to improve business results.

Xerox is a supplier of photocopiers, printers, and other document


systems. It also offers document management services and
customized solutions. The company has operations in Europe, Africa,
the Middle East, India and parts of Asia. The company has a workforce
of about 53,700 employees and is headquartered in Stamford,
Connecticut. It is headed by Ms Anne M. Mulcahy.

HISTORY OF XEROX:

Chester Carlson, a patent attorney and part-time inventor, made the


first xerographic image in his makeshift laboratory in Astoria, Queens,
in New York City, on Oct. 22, 1938.

Originally named Haloid and beginning as a manufacturer of


photographic paper and equipment, the company came to prominence
in 1959 with the introduction of the first one-piece, plain paper
photocopier using the process of xerography (electro photography),
“Documentation Management” Process of Different Organizations
11

the Xerox 914.Three years later, The Haloid Company, a maker of


photographic paper in Rochester, N.Y., approached Battelle and
obtained a license to develop and market a copying machine based on
Carlson's technology.

Haloid coined the word "Xerox" for the new copiers, and in 1948, the
word Xerox was trademarked. Inspired by the early, modest success of
its Xerox copiers, Haloid changed its name in 1958 to Haloid Xerox Inc.
The company became Xerox Corporation in 1961.

In 1962 Fuji Xerox Co. Ltd. was launched as a joint venture of Rank
Xerox Limited and Fuji Photo Film Co. Ltd.

BUSINESS OFFERINGS FROM XEROX:

Xerox leads the way in digital imaging and what is called distributed
electronic publishing. Xerox technology enables the home office to
copy, print, scan, and fax documents using a single device; and far-
flung enterprises to transmit complicated, multiage documents across
networks for copying or printing, down the hall or halfway around the
world. Digital products now represent more than a third of Xerox
revenues. Xerox started the office copying revolution with the
introduction of its 914 copier in 1959

The company's strategic focus is on three primary markets:

 High-End Production and Commercial Print Environments,


 Networked Offices from Small to Large,
 Value-Added Services.
“Documentation Management” Process of Different Organizations
12

These products and services primarily originate from three main


business operations which are focused on the production market,
the office market, and the services market. These entities contribute to
Xerox's mission and vision to give customers better ways to do great
work. These business operations are:

 New Office Business (NOB) – Deals with Networked


Offices from Small to Large.
 Production Systems Group (PSG) – Deals with High-End
Production and Commercial Print Environments.
 Xerox Global Services (XGS) – Deals with Value-Added
Services.

NEW OFFICE GROUP

The New Office Group of Xerox caters to the requirements of large and
mid-sized and small enterprises, providing them with laser printers,
digital copiers, copiers-printers, advanced multifunction devices, colour
copiers-printers and engineering copiers. These offerings are marketed
through "Two-Tier" distribution model (see exploratory research).
Xerox reaches out to its customers through its network of three
national distributors (Ingram, essays and Redington) and two regional
distributors (Micromax and Ansatta). The company has a network of
1500 channel partners that are supported by a team of qualified and
trained indirect sales personnel.
“Documentation Management” Process of Different Organizations
13

Xerox was involved in direct selling till about 2005 wherein it shifted to
channel oriented sales. This project which deals with an analysis of the
best service offered to customers in the industry is aimed at finding
out the different factors that influence the processes and commercials
involved while providing services
“Documentation Management” Process of Different Organizations
14

Scope of the Project

This study analyzes the service offerings of the major hardcopy


peripheral vendors. The hardcopy peripheral market continues to
evolve; shifting from single-function devices to multifunction devices.
The ultimate purpose of this project on comparing the service offerings
of Xerox and its competitors is to increase the market share, and to
check the requirements of different organizations.

It is increasingly difficult for copier and printer vendors to compete on


hardware specifications alone, especially in the office segments. As a
result, these vendors are seeking opportunities to differentiate their
product offerings from those of their competition, build customer
loyalty, and attract new customers. This is achieved mainly by
providing a better service to customers than the competitors. A good
service will reduce costs, wastage, and complaints.

Providing a good service helps in growing the business: customers stay


longer; customer churn rates reduce; referrals to new customers
increase from increasing numbers of satisfied customers and overall
the organization's service flows and teams work more efficiently and
more happily.
“Documentation Management” Process of Different Organizations
15

This report offers a comprehensive overview on the key strategies that


Xerox should adopt in different sectors of the industry, this report
gives a detailed analysis of which areas should Xerox focus on
different sectors of the industry.
“Documentation Management” Process of Different Organizations
16

Project Objective

Primary Objective:

 To visit the corporate accounts and map the documentation


process in the organization.

Secondary objective:

 To check the solutions that are currently being used

 Gauge the volume of prints and the mode of prints used by them

 Checking the preference in regards to best quality or the lowest


price. To check the preference on the grounds of Quality, Price,
Operational Cost, Reliability, maintenance, Ease of Operation,
Power Efficiency and Speed.

 Problems faced with different network printers.

 Level of security that is maintained in different organizations.

 To check if they have any expansion plans and future


requirements
“Documentation Management” Process of Different Organizations
17

 Studying the preference of different organizations in regards to


different vendors and why.

Methodology
The first step involved was to get an overview of Xerox products and
services. To facilitate this process a comprehensive comparative
analysis of the total product line under New Office Business Group
was done. This was done by going through the Xerox website and
product broachers.

After understanding the project, a blueprint of the project was created.


The blueprint made had 4 parts in it: Service offering, Preference of
brands, Inclination towards mono or colour and the volume printed.
Some of the parameters chosen were: Response time, Maintenance
contracts, standby machines, replacements, Follow-ups, prices offered,
volume of prints etc. Process support and commercial support related
to these deliverable offerings were tabulated which made
understanding of the project simpler.

After understanding the objectives of the project, a questionnaires (for


the IT Heads and the procurement department) containing mostly
close ended questions with multiple choices and a few open ended
questions was made.
“Documentation Management” Process of Different Organizations
18

After the questionnaire was finalized, separate databases of the


corporate accounts was made and appointments for the IT Heads and
Procurement Heads was taken.

A Survey research was carried out and 23 questionnaires were filled


from 20 corporate accounts were done after taking appointments and
for some, cold call technique was used.

Data is collected through Interviews, Questions & observations.

The data was collected in an excel sheet and was then analyzed to find
out information which was essential to achieve the objectives.

Analysis was done using pie charts and bar diagrams.

After the analysis, suggestions and recommendations were made.


“Documentation Management” Process of Different Organizations
19

Analysis
As can be seen in the questionnaire we circulated, multiple choice
questions eliciting answers were put to our respondents and the
findings for each are detailed as under:

The analysis is divided in to 3 segments:

 Competitor service offering


 Process of documentation
 Preferences of different organizations
 Xerox customer satisfaction analysis.

The analysis is done on basis of information collected from


different Corporate Accounts of Xerox.
“Documentation Management” Process of Different Organizations
20

Share of Xerox in Corporate Accounts:

As the different corporate accounts were analysed it was noticed that


Xerox stands third in the share of those accounts. HP has the highest
market share of 41%, with Toshiba holding 19% of the market. Cannon
and Xerox share the third position holding nearly 14% each of the
market.
“Documentation Management” Process of Different Organizations
21

Xerox is perceived as the strongest in regards to technology, market


offering and even the superiority of products but the awareness was
lowest.

Xerox was the pioneer in the technology of photocopying and laser


printers but still the awareness is found to be low. It was surprising to
know that people still perceived Xerox just as a photocopier provider.

There has been a sharp decline in the market share of the company
because of service issues. The existing customers were satisfied with
the product but there is a great deal of issues in regards to service and
back hand support.
“Documentation Management” Process of Different Organizations
22

Segment Share:

From the above bar graph we can see the market share of Xerox and
its competators in the different segment of the industry. We can see
“Documentation Management” Process of Different Organizations
23

that HP holds a decent share in all the segments of the industry form
Government Service industries, Private segment of the Service
industry, Manufacturing & knowledge. It can be abserved that Xerox
has a presence in the government sector and private service industry
but its presence is negligable in the manufacturing and knowledge
sector.

Preference of Medium:

The preference on the usage of either mono or colour depends in the


policies and difference of requirements; some of the organizations
have the procedure of standardization of resources provided to its
employees but some still continue to use inkjet printers from the bar
graph we can see the distribution between inkjet and laser.
“Documentation Management” Process of Different Organizations
24

It can be seen that the usage of inkjets in different organizations in


case of standalone printers for colour priting is still higher.

 When the respondents were asked the reason for the usage of
inkjet printers a common set of reasons were received:-

1. Inexpensive to procure.

2. Optimum for personal usage

Stand Alone Vs Multifunction Devices:

There has been a great shift in the preference of the customers, of the
total number of corporate accounts surveyed 56% use multifunction
devices, but still now 44% of the use standalone machines and prefer
using different machines for different services. From the pie chart we
could see the share of multifunction devices and stand alone
machines.
“Documentation Management” Process of Different Organizations
25

Preference on Services:

The questioner was also intended to know the preference of different


organizations in the services and value addition that they looked
forward to. The preference was divided in eight different segments:

1. Quality

2. Price
“Documentation Management” Process of Different Organizations
26

3. Operational Cost

4. Reliability

5. Maintenance

6. Ease of Operation

7. Power Efficiency

8. Speed

All the IT Heads of the different corporate accounts which were


covered were asked the aspects that were more relevant to the
working of their organization. The question was a close ended rating
question where they had to rate the different aspects as per their
preferences.

A detailed analysis of the data received which can be seen from the
bar graph below:-
“Documentation Management” Process of Different Organizations
27

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

Segmented Distribution of Preference:

 Government Service Industry:


“Documentation Management” Process of Different Organizations
28

The pattern of requirements when separately analysed showed a


different picture all to gather, from the bar graph shown below it
can be interpreted:-

In the government sector reliability of the machine is the most


important aspect, as the machines once procured are used for a
greater period as compared to any other private sector, reliability
thus is given high importance.

The procidure of procurment in the government sector is longer and


time consuming, Thus if the machine fails it takes a greater period
to get a replaced due to the department wise operation system
adopted by many organisations.

Price being the driving factor as well but as most of the units are
procured through Tenders so the L1 (lowest) bids are given
preferences taking into consideration the reliability and quality
aspects of the machine.
“Documentation Management” Process of Different Organizations
29

 Service Industry:

The private sector has a different set of requirement, form the


analysis it can be seen that the important aspects that are looked
“Documentation Management” Process of Different Organizations
30

into are the quality and price. The bar graph shows the preference
on different factors

Quality and price go hand in hand in the private sector. Still quality
is given a bit more important as a small strech in regards to price
can be made to procure a better equipment. As in the service
sector the perseption of a person for that organization is made by
the way it potrays itself, thus quality is very important. The third
aspect is the reliability, it has been observed that the print
requirements are very hight and thus if the equipment is not
relaible a lot of work gets effected and delayed. To match the
return on investment the best possable fit for the particular
enviorment is bought and so it is used to its maximum capacity.

 Manufacturing:

Every sector has its set of requirements and so does the


manufacturing as well, it was noticed that this sector embarks on
“Documentation Management” Process of Different Organizations
31

getting the most out of the units bought. The calculation of


Return on Investment is the highest in this sector.

The two most importan aspets that are looked in are the the
reliability and operational cost of the machine, unlike the service
sector price and quality are not deciding factors. The machines
have to be sturdy as the number of users per machine are the
highest in this segment. The organizations do a detailed analysis
of their requirement of different departments and thus while
procuring reliability and operational cost are given the most
importance.

 Knowledge:

The three factors that are taken into consideration in the process
of procurment are quality, price and reliability.
“Documentation Management” Process of Different Organizations
32

 Overview:
“Documentation Management” Process of Different Organizations
33

It was observed in all the sectors that there was not much
emphasis was given on the ease of operations and the speed.
Some of th reasons are:

1. The superior the technology, the easier to operate.

2. Machines are procured as per requirement thus


saperately speed is not a factor to be considered.

3. The higher capacity machines are made to be fast to


cope up with the load.

Level of Security:
“Documentation Management” Process of Different Organizations
34

To map the documentation process it was important to know the level


of security that was mantained in the different documentation
processes by the organizations, with the bar graph we can see the
level of security that is mantained in the different sectors of the
industry.

After visiting different organizations it was analised that different


organizations have their policies in place in reagrds to the level of
security that is to be implemented in the organization, but unfortunatel
the companies are still strugling to implement it. From the line graph
we could understand the disparity in the industry in regards to the
level of security mantained currently.
“Documentation Management” Process of Different Organizations
35

There is greater scope of improvement and the organizations are


working and at places struggling to meet the mark expected to be
mantained. Most of the organizations have average or low security in
place.
“Documentation Management” Process of Different Organizations
36

Problems Faced in Network Printer:


In the course of the survey it was analised the basic problems faced by
different organizations using network printers, some of the problems
were common most of the users. The problems that were faced could
be seen in the bar graph presented below

The most common problem that was encountered was paper jam and
hanging of the printer. This problem occured because unlike Xerox the
print around function was not available in any other equipment in the
market.

A problems most of the organizatons failed to deal with was the


wastage due to the junk printing, though not considered to be a
serious issue previously, but when analised it was a single and most
“Documentation Management” Process of Different Organizations
37

expensive source of wastage for the organization as when analised 5%


to 8% of the operational expenses are incured in managing the
documentation processes of the organization.

We could even see the share of different problems through the Pie
chart

Paper handling was also an issue that was the cause of the huge junk
printing that occured in the organizations. These issues were very
seriously looked into, the organizations were on the look for solutions
that could help them in resolving with the wastage due to these
reasons.
“Documentation Management” Process of Different Organizations
38

Awareness:
The questionier was also designed with a question as to how people
perceived Xerox, that also helped us to know the awareness of the
company with its products catering to the small and medium size
offices. The bar graph below represents the level of awareness that the
company has :-
“Documentation Management” Process of Different Organizations
39

From the bar graph we could see that Xerox as a company had very
good awareness but still 6.5% of the people who were surveyed
perceived it just as a photocopier company and were procuring
printers, multifunctional devices etc form other companies. Though a
majority of the people were aware of the product line offered by the
company but still there is a greater requirement to spread awareness
of the services provided by the company for gaining a greater market
share.
“Documentation Management” Process of Different Organizations
40

Process of Procurement:
New India Assurance: Usage & Purchase as per requirement, the
process of procuring and the requirements are different as compared
to other organizations. It is important to analyse the requirement of on
the basis of job issued in that particular office rather than in respect to
the increase in manpower, the technology is a driving factor as well,
“Documentation Management” Process of Different Organizations
41

there is limited access to word and excel which is provided to users all
across India, therefore security level is as high in the organization.

Thus being a government organization comes with its share of pains


and gain, the process of replacing products takes a long period thus
there is greater emphasis on reliability and performance of the
equipment.

Capgemini: A standardization process is followed in the organization


in regards to the products which are procured by the organization;
Changes are looked as an option only if the other is able to provide a
greater value addition, difference in price, greater reliability & support.

Mahindra & Mahindra: Operational Cost & reliability are the major
factors governing this sector, as in the case of Mahindra & Mahindra a
tender is given out and the decision is taken in accordance to that.

Air India: Being a booming service industry the back hand support is
the back bone of the organization, Service and reliability is the most
important features that they look before choosing any vendor. Call
time per complain is very important. The preference of this
organization is on a vendor providing competitive price and a greater
reliability. Having 18 different departments with its own set of
“Documentation Management” Process of Different Organizations
42

requirement boost up the total requirement of the organization and


with the boost in the aviation sector it is estimated that there is
greater requirement ahead.

Union bank of India: The preference here shifts for preference of


quality & reliability to the cost that goes in to the procurement of
machine, As the process of procuring and then running the machine is
in two different department the initial emphasis is on the initial cost
that goes in to the procurement of machine.

1. A centralise department procures the machine for the


department as per the specifications laid down by them
and hands over the machine to the concerned
department.

2. After receiving the machine it is the departments who


pay for the running cost of the machine.

Thus the initial emphasis is on comparing the initial price as quoted by


different providers in the tender issued by them and choosing the L1
tender.

Reliance Consumer Finance: As compared to other organizations


cost cutting and maximized utilization of resources is very important.
“Documentation Management” Process of Different Organizations
43

The printer to manpower ratio is the highest in the organization being


1: 100, thus emphasis on price is very high. At present the machines
used by them are Toshiba made as the CSCM provided by them is the
lowest in the printing sector being 30p. Thus the requirements are high
but the decision making factor is the price or procuring & running cost
of the machine.

J.M.Financials: The preference on quality is very high in this


organization, being in service sector it is very important. The
customers are to be treated in a way that every letter or any mode of
communication from the company gives them a feel good factor, thus
quality is not compromised at any cost.

Detailed analysis of different companies, their


requirement & Placing of Xerox machines in
place:
“Documentation Management” Process of Different Organizations
44

Insert 1

From the above chart we can see the medium that is used for printing
in these organizations, it also gives us the detailed picture of the
monthly print volume and the number of printer that the organization
“Documentation Management” Process of Different Organizations
45

has at a specific location. The questioner was also intended to know


the expenses that organizations make towards printing in a month.
Thus from all the information when compiled together we can come up
with the expenses that are incurred on a per print basis.

After deriving the cost incurred and the volume printed we can place
Xerox printers and check difference in cost. Thus we can analyse from
this that it is more profitable to use Xerox products.

As in the case of Motilal Oswal we can see that they are currently
incurring approximately 0.68p per print but when compared with the
equivalent printer of Xerox in the category the expenses will come
down to 0.36p thus we can conclude that it is more cost effective.

We can also see in the case of Capgemini the cost incurred at present
per print is approximately Rs 2, but with the solutions provided by
Xerox the cost can considerable be brought down.

Lupin Pharmaceuticals is at presents spending approximately .90p per


print but we could see that the expenses incurred by them could be
cut down by 1/3rd of what they are spending at present.

Thus from some of these observations we could analyse that Xerox


products are cheaper to run when compared to the solutions currently
in place in these organizations.

Suggestions
“Documentation Management” Process of Different Organizations
46

 Due to a 2 tier model, Xerox customers are not directly in


touch with the Company. A point of contact should be made
for the customers to address their grievances.

 More awareness should be spread amongst customers about


diagnosing minor problems.

 It has been noticed that the existing customers having


problems with the post sale services (maintenance, delivery
of toners etc), thus there is a larger scope of improvement for
the retention of customers.

 Services visibility and branding should be increased to use


service as a differentiator. To position services better,
services can be advertised. Also, technical staff can be
provided with “Xerox” branded apparel while making visits to
a client. Moreover, it will also act as an image enhancer for
the organization.

 As it has been notices that awareness of Xerox is very low in


its target market, it is feasible for the company to have print
advertisement in business magazines and newspapers
targeting its market audience.

 It is important for the company to spread awareness and thus


participating in different Industrial trade fairs gives
“Documentation Management” Process of Different Organizations
47

organizations a platform to demonstrate its products and


even educate the customers of its service offering.

 A long term strategy is to visit different Business Schools and


educate the managers of tomorrow on how to save paper; it
will also give the company an opportunity to show the product
line that it offers. This activity would leave an impact on them
and thus would help to increase the customer base when
those students become the decision takers a couple of years
down the line.

 Xerox has an average market share in the Services sector but


the existence is negligible in the Knowledge and
Manufacturing sector as represented by the bar graph earlier.
India is a booming economy and there is still expansion and
growth expected in the manufacturing and knowledge
(including Research and Development), thus targeting these
sectors can be lucrative.

 Organizations are expert in their own domain and so is Xerox


in the segment. It is an intuitive decision taken by different
organizations when procuring Printers, Photocopiers,
Multifunctional devices. Thus providing consultancy services
will also help in increasing the market share.

Critical Suggestion
“Documentation Management” Process of Different Organizations
48

Providing FSMA inclusive of PAPER

As from the total analysis we have come to the conclusion that the
market in which Xerox is competitive and thus attracting customers on
FSMA is not possible as competitors (Toshiba, Cannon, Ricoh,
Samsung) are willing to provide lower FSMA to capture greater market
share.

Xerox is the only company in its domain which is dealing in printing


paper and thus providing customers with paper included in FSMA can
provide the company with leverage over others. A sample calculation
was done taking some assumptions. The calculation was done on
challenger brand which is provided to the distributor at Rs 112 for a
bundle of 500 sheets.

Assumed profit margin on FSMA = 20%


Assumed profit margin Challenger = 5%

The calculations are shown in the next page

Insert 2
“Documentation Management” Process of Different Organizations
49

Thus form the calculations we can conclude that it lucrative to compile


paper in FSMA.

As in today’s scenario Xerox is dealing in paper and FSMA separately both


giving different profits but if this model is implied, the margin of profit
combined together is higher than what is generated by Xerox separately.
This would also give a boost to the paper business that is being operated
by the company.

When the calculation was done it was found that the profit from FSMA at
the rate of 20% on the following machines gives a profit of

WC 7242 = 0.08p
WC 5632 = 0.07p
WC 123 = 0.09p
WC 5655 = 0.07p
WC 5675 = 0.06p

And the profit margin on Challenger paper is approximately 0.012p

Therefore when separately dealt with the combined profit from FSMA and
Paper is provided below, but when FSMA and paper are combined a
margin of 20% is kept then:-
Current New
WC 7242 = 0.92p ----------- 0.108p
WC 5632 = 0.82p------------ 0.104p
WC 123 = 0.102p---------- 0.114p
WC 5655 = 0.82p------------ 0.112p
WC 5675 = 0.72p------------ 0.094p
“Documentation Management” Process of Different Organizations
50

Where as when the compiled calculation was done and a profit of 20%
was calculated over it. The margins of profit increased showing that it is
can yield greater profits for the company.
“Documentation Management” Process of Different Organizations
51

Sample Model

 It has been assumed that the a bundle of Challenger


containing 500 sheets is available in the market for Rs 130.

 Per sheet cost to be approximately 0.26p

 All calculations are based on assumptions and data


collected from different sources.

 Cost incurred is the assumed cost that the company will be


incurring in print and procuring paper from other sources.

Cost
Incurred
A4 Current Paper by Xerox New
Company Volume Exp Cost company Machines FSMA
Motilal
Oswal 1,00,000 0.68 0.26 0.94 WC 5632 0.62

Deloitte 1,35,000 0.35 0.26 0.61 WC 5632 0.62


Future
Generali 2,00,000 0.35 0.26 0.61 WC 5675 0.56
Lupin
Pharma 6,75,000 0.9 0.26 1.16 WC 5675 0.56
“Documentation Management” Process of Different Organizations
52

1. Questioner for mapping Documentation process of different


organizations.
“Documentation Management” Process of Different Organizations
53

Questionnaire
Dear Customer

The following questionnaire is in congruence with our study of office supplies. The collated
data does not stand authorized to be published outside and will be used solely for research.
Therefore kindly cooperate with us in our endeavour.

Company Name :

Person’s Name :

Department Name :

1. What is your documentation process?

Vendor No’s Volume Any Features of


interest / issues
Printing

Copying

Scanning

Multifunctional
Devices

Fax

Printing: Color 

Black & white 

2. What are your basic requirements? How much average time (in minutes) do you spend
for the following document processes?

COLOUR

Printing : ________________

Photocopying : ________________

Scanning : ________________
“Documentation Management” Process of Different Organizations
54

Faxing : ________________

BLACK & WHITE

Printing : ________________

Photocopying : ________________

Scanning : ________________

Faxing : ________________

3. Do you use a Stand alone machine or a multifunctional device?

Stand Alone 

Multifunctional Device 

4. How would you rate the products and services based on following parameters?

[Rate from 1-7, where ‘7 stands Excellent’ and ‘1 stands for terrible’]
Color B/W Color B/W
Scanning Faxing
Printing Printing Copying Copying

Quality

Price

Operating
cost

Reliability

Maintenance

Ease of
operation

Power
efficiency

Speed
“Documentation Management” Process of Different Organizations
55

5. What is the basic pattern of prints at your end?

Equal colour & black & white 

More of black & white or less of colour 

More of colour or less of black & white 

6. What is the volume of black & white prints monthly?

A4 prints: _________

A3 prints: _________

7. What is the volume of colour prints?

A4 prints: __________

A3 prints: __________

8. What kind of printers do you use?

Laser 

Inkjet 

9. How many printers do you have at your workplaces?

Laser: _________

Inkjet: _________

10. What is the printer to manpower ratio in your organization?

__________________
“Documentation Management” Process of Different Organizations
56

11. Problems you face with your network printer?

A.________________________________

B.________________________________

C.________________________________

12. What is your approx expense of cartridges or toner? _____________

13. Do you know about FSMA of Xerox (Full service maintenance agreement)?

YES 

No 

14. Do you know that your organization can save on cost if the documentation processes are
managed properly?

Strongly Agree 

Agree 

Neither Agree nor Disagree 

Disagree 

Strongly Disagree 

15. What level of security do you have for documentation management at your workplace?

High 

Average 

Low 
“Documentation Management” Process of Different Organizations
57

16. How do you perceive Xerox?

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

17. Do you foresee the requirement of a printer or a multifunction device in next 6 months?

Yes 

No 

18. Would you like to outsource any of your document processes for document processes?

Yes 

No 

If yes, please specify: __________________________________________

19. Who is your preferred vendor?

Value added reseller : _______________

Small Medium Enterprise : _______________

System integrator : _______________

National integrator : _______________

Thanking you for your kind co-operation.


“Documentation Management” Process of Different Organizations
58

BIBLIOGRAPHY

 www.xerox.com

 www.google.com

 Marketing Research by Rajendra Nargundkar