onais report

8/7/2019 onais report

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Documentation Management Process of Different Organizations1

Documentation Management Process of

different Organisations.

Under the Guidance of:Under the Guidance of: Submitted By:Submitted By:

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

(Corporate Sales Manager(Corporate Sales Manager )) Summer InternSummer Intern

Xerox India LimitedXerox India Limited (April08 (April08

June08)June08)

INTERNATIONAL SCHOOL OF BUSINESS & MEDIA.INTERNATIONAL SCHOOL OF BUSINESS & MEDIA.

Pashan, PunePashan, Pune


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ACKNOWLEDGEMENT

It has been an extremely pleasurable experience working

with Xerox India. This organization has provided me with

invaluable knowledge and experience which I take back with

me.

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

(Corporate Sales Manager) and Mr. Gaurav Saini(Corporate Sales Manager) for providing me constant

guidance and support. The clarity that was lent to the

project was all due to him.

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

(Corporate Sales Manager) and the whole of NOB Team

for showing a keen interest in my research and assisting me

for my project.

I wholeheartedly thank Ms. Patricia DLima (Regional HR

Manager-West & South) and Mr. Vivek Patkar

(Regional Business Manager Xerox Global Services)

for providing the much needed assistance at various points.

I also thank all the office employees at the Mumbai branch

for making the environment at work extremely conducive

and for also being very approachable.


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My heartfelt thanks also to all the summer interns for

making my stint at Xerox extremely fun filled and enriching.

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

different corporate accounts and Customers whom I met

during the course of my training. Without their cooperation,

this project would not have been successful.

And finally, I would like to thank International School of

Business & Media , for providing me all the requisite

knowledge and the opportunity to work for this Company.

S. M. Onais Rafiq


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Table of Content

Executive Summery 5

Introduction 9

Scope of the Project 13

Project Objectives 15

Methodology 16

Analysis 18Share 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


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Annexure 49

Biblography 55


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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 & Standalonedevices.

3. Policies in regards to colour printing and black & white printing.


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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 choicequestions 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 hasbeen 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.


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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.


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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


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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),


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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 acrossnetworks 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.


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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.


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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


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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 tocheck 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.


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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.


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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


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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.


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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.


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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.


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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.


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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.


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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


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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.


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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.


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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


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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:-


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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 andthe 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:


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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.


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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


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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.


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Overview:


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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:


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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.


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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.


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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 :-


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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.


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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,


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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 agreater 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


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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 whopay 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.


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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 1/3 rd 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


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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 forthe 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


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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 andeducate 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


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

paper in FSMA.

As in todays 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 atthe 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


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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 datacollected from different sources.

Cost incurred is the assumed cost that the company will be

incurring in print and procuring paper from other sources.

Company A4Volume CurrentExp PaperCost

CostIncurred

bycompany XeroxMachines NewFSMAMotilalOswal 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 0.62FutureGenerali 2,00,000 0.35 0.26 0.61 WC 5675 0.56LupinPharma 6,75,000 0.9 0.26 1.16 WC 5675 0.56


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1. Questioner for mapping Documentation process of different

organizations.


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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 ]

ColorPrinting

B/WPrinting

ColorCopying

B/WCopying

Scanning Faxing

Quality

Price

Operatingcost

Reliability

Maintenance

Ease of operation

Powerefficiency

Speed


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BIBLIOGRAPHY

www.xerox.com

www.google.com

Marketing Research by Rajendra Nargundkar

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