The People Dimension of Managed Print Services

My first and continued inclination is to look at "the people dimension of MPS" by looking at MPS with and without people. If you begin by reviewing MPS without people, then you're essentially left looking at hardware and software in boxes (cardboard) or through IT boxes (IT systems; telephone, internet, forms). The conceptual characteristics of hardware and software can be described as follows:

MPS without People 1. Valuable 2. Controlled (on/off) 3. Automated 4. Quantitative 5. Warranty 6. Asset (depreciating) 7. Defined 8. Transactional foundation

MPS solutions without people can also be described as "MPS in the box." MPS in a box is a common denominator, offering little differentiation and easily based upon price. On the other end of the spectrum, MPS with people is always transforming with dynamics, described as follows:

MPS with People 1. Invaluable – Living 2. New ideas – Intellectual capital – Vision 3. Controlled and Uncontrolled 4. Qualitative – Bonding – Relationships 5. Chance – Intuition – Risks 6. Asset (depreciating vs. appreciating) 7. Undefined – Creative 8. Service foundation

The people dimension of MPS isn't easy to define but is often the hidden secret of success in any market, company or country, for that matter. The people of MPS providers make differences, and differences make MPS happen. Whenever I have won or lost an MPS deal, it always came down to people. The win or loss never had a thing to do with what came in the box. People are assets, and assets are economic resources that are depreciating or appreciating.

Doc couldn't agree more, Jennifer, and appreciates the insight.