tag:blogger.com,1999:blog-23299849419514970.post2748364469237156996..comments2014-03-18T15:28:02.297-04:00Comments on The Official Blog of Harry Hecht: Manage what you measureAnonymoushttp://www.blogger.com/profile/11135762047109063623noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-23299849419514970.post-25952538540253221472010-10-24T11:17:47.881-04:002010-10-24T11:17:47.881-04:00As someone who has been involved on the implementa...As someone who has been involved on the implementation side of MPS for many years I have often heard the sales rep pitch MPS with the line that some large percentage (the number varies over time and which source they want to quote but lets say 40%) of IT support activity is print related, so by implementing an MPS solution they will free up their IT staff to be focused on more important activities. The unstated conclusion they wish to plant is that by putting the printer fleet under an MPS contract the company can cut their IT support needs by a similar amount. What customer is going to say no to such a proposition?<br /><br />What I've never seen is a study published that follows up with MPS customers to see how their IT support calls are affected after the new solution is in place. Do IT help desk calls drop 30%? Do they drop 5%? I suspect that the result is a very small reduction in the number of IT help desk calls. After all your average printer is actually quite reliable. Most of the things that prompt a help desk call are situations not covered by the MPS agreement like "I can't get this publisher doc to print the way I want it to", or "the printer says its ready and its full of toner and paper, I just can't get my job to print".cahtmyle@gmail.comhttps://www.blogger.com/profile/12551649510335864191noreply@blogger.com