ChangeForge | Ken Stewart | Where business and technology collide

Document Solutions Daily Update

Joe Kozlowski — Sat, 14 Nov 2009 03:45:22 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

HP fiscal 4Q revenues drop 8% from 2008
Media Sciences Reports First Quarter Financial Results
ITEX 2010: Tools for the Hybrid Dealer
Save the Children Elects Anne M. Mulcahy as Chair of the Board
New Canon showroom tipped as UK’s largest (UK)
Fuji Xerox to double China sales on recovering demand (AsiaPac)
Saas Movement Driving Content Security Spending: Report
Welcome to the imageSource Buyer’s Guide

M&A

VARs Warn HP Not To Ignore ‘Hidden Gems’ in 3Com Portfolio

Printer / Copier / MFP

Review: Brother HL-3070CW
Business Color: The transition in the workplace continues
Press Copy to have your Identity Stolen

Fax

eFax(R) Expands Global Network to 3,500 Cities in 46 Countries

Production Print / Wide Format

International Pre-Registrations Surge as Major Suppliers Commit to IPEX 2010
IKON Office Solutions Supplies RICOH Pro C900 Digital Color Printer to GAM Printers of Virginia

Consumables

Buying Compatible Toners from PrinterExperts.com Saves Time and Money

Service

Find Good Online Tech Training

Managed Print Services / Fleet Management

MPS Channel Program Benchmark Report – Dealer Version
Managed Print Services Independent Assessment Firms

Document Management

DocuWare 5.1 Runs On Windows 7 Standards Guarantee Compatibility
Tech Data Establishes Healthcare Specialized Business Unit
Hyland Software One Of The “Clear Document Management And Imaging Leaders” According To New KLAS Report
Case Study: Document management in the retail sector
MRO’s Audit Tracker Online and ROI Online’ to Achieve Certification from Executive Health Resources
Dealing With the ECM Skills Shortage

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Document Solutions Daily Update Tracking the Office Equipment, Digital Production Print and Document...
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Document Solutions Daily Update

Joe Kozlowski — Fri, 13 Nov 2009 03:45:27 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

Ricoh Americas Corporation Launches Business Process Automation Group
ECopy cuts jobs, doesn’t give number
IKON Office Solutions, Inc. – SWOT Analysis
HP Announces Preliminary Fourth Fiscal Quarter 2009 Results; Raises Fiscal Year 2010 Earnings and Revenue Outlook
HP Feature Story: Enterprise security: Open the business, close the gaps
Lyra Webcast Examines Third-Quarter Financial Performance of Canon, HP, Lexmark, and Ricoh
Inside Innovation at Xerox: Scientists Develop Chemical Armor to Extend the Lifespan of Printer Components
Media Sciences Revises Expected First Quarter FY2010 Earnings Release Time
Outsource Partnerships Built On Trust

M&A

HP to Acquire 3Com for $2.7 Billion
Some HP Partners Upbeat, Others Wary About 3Com Acquisition

Printer / Copier / MFP

Review: Lexmark’s Interpret S405 printer has professional written all over it
Review: Brother MFC-9320cw
How to find a printer that won’t cost you BIG to replace ink
Hi Touch Imaging Intros Wireless Event Printing

Production Print / Wide Format

Mutoh Announces The NEXT Generation: ValueJet 1608HA Hybrid Printer
Digital Printing May Cut Down Paper Choices

Connectivity

ABBYY FlexiCapture Engine 8.0 Is Named Recognition/Data Capture Product of the Year 2009

Managed Print Services / Fleet Management

An Eye On MPS Specialist Vs. Generalist
Dealership Tools in a Competitive Market

Document Management

Litéra’s Change-Pro Compound Document Comparison Solution Selected by Three Leading Law Firms
First To File Adds Workflow Module to Electronic File Room Service
Manage Documents More Efficiently

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Document Solutions Daily Update Tracking the Office Equipment, Digital Production Print and Document...
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Document Solutions Daily Update

Joe Kozlowski — Thu, 12 Nov 2009 03:45:31 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

Adobe To Lay Off 9 Percent Of Workforce
Gartner To Health CIOs: Plan For Paperless Era Or Fall Behind
Fuji Xerox aims to boost China sales sharply (AsiaPac)
Special Pricing on CompTIA PDI+ Exams Available through Year’s End for Canadian IT Professionals (CAN)
BEI PROs “Elite 100” Drives Dealers to New Levels of Excellence
Konica Minolta’s Idaho Sales Office ‘Goes Green’ with Move to Gold-Certified Office Space
Postcards from the Road: Xerox Healthcare Events in Boston and Rochester

Copier / Printer / MFP

Dell P713w first look
Dell claims world’s fastest laser printer title with 5130cdn printer
Muratec Named “Best in Class” by Marketing Research Consultants
Lexmark Platinum all-in-one printer named as CES Innovations 2010 Design and Engineering Award Honoree

Fax

PSIGEN Releases PSI:Capture 3.6: New Features Include Fax Archiving, Advanced Forms Parsing and SharePoint Enhancements
Open Text Provides Fax Services for Exchange 2010

Scanner

Xerox DocuMate Scanner Line Receives Windows® 7 Logo Certification
New Visioneer® Strobe™ 500 Transforms from a Desktop to Mobile Scanner for PC or Mac®

Production Print / Wide Format

Heidelberg reports loss on the quarter, new orders stabilizing
RISO stakes claim as leading provider of high-speed cut-sheet inkjet systems
Case Study: Architect Michel Rojkind uses HP Solution to Present Winning Tamayo Museum design
Web-to-Print Exceptional Website Award Won by CRW Graphics

Document Management

DocuLex Adds Customized Workflow To WebSearch Content Management Software
Broadridge Ranked #1 Brokerage Process Outsourcing Services Provider in the Black Book of Outsourcing for Second Consecutive Year
Summit: ECM giant in cloud computing warning
Summit: Is the ECM industry up to the information overload challenge? Part 2

RFID

Case Study: Lexmark RFID Technology Helps Business Take Off For Aircraft Parts Finisher

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Document Solutions Daily Update

Joe Kozlowski — Wed, 11 Nov 2009 03:45:45 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

Lexmark shares fall after Goldman ‘Sell’ rating
Ricoh’s Bay Area Offices Receive Bay Area Green Business Program Certification
HP Helps Small and Midsize Businesses Prepare for Economic Turnaround
HP Beefs Up SMB Total Care Package With New Products
Webinar: VARs and Vendor Certification: More Emphasis On The Value, Less On The Reselling
Cabinet NG Named 2009 KM World Promise Award Finalist

Printer / Copier / MFP

Brother MFC-8380DN – Mono Laser MFP
Dell Launches Three Laser Workgroup Printers
QualityLogic Announces PageSense7 for Microsoft Windows7

Managed Print Services / Fleet Management

Ingersoll Rand to Reap Cost Savings, Greener Operations with Xerox Enterprise Print Services
MPSA Announces Nomination Process is Open for International Board Members

Document Management

Oce Business Services Integrates New Advanced Features into its CaseData ASP Document Review System
EMC My Documentum Family Delivers the Power of Enterprise Content Management to Every Business User
EMC Commits to MoReq2 Certification of EMC Documentum Records Manager (EU)
Partnership Provides Integrated Document Capture, ECM And BPM

Market Studies

Gartner: Global SaaS revenues will grow 18 percent this year

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AT&T and Dish Obviously Care More For Conditions Than Customers.

Ken Stewart — Tue, 10 Nov 2009 10:30:43 +0000

Earlier this year, my wife was contacted by an AT&T representative, at first thanking for her for business, then asking her for more. At first she politely declined, but then the representative assured her that AT&T offered some wonderful bundling options to offer the same great services we were already used to, but at a much lower price. We had phone and internet services through AT&T, so what else could we add?

Of course – satellite. Well, we had satellite service through DirecTV, and even though customer service was just OK, we really didn’t see a reason to step away; it was a pretty dependable service. But my wife, being the economically-minded individual that she is saw the dramatically lower price tags using the bundle – and it quickly became a no brainer.

“But WAIT,” she asked, “there aren’t any term commitments are there on the satellite service? If so, we are not interested.”

“Oh, no. Certainly not,” the story went, “You just sign the installation paperwork, and it’s yours until you decide to cancel.”

The Slippery Slope

After several months of frustrating outages with Dish Networks and billing fiasco’s with AT&T, my wife had reached her limit. She cancelled service with Dish, and was then flagged with a $140 cancellation fee for early termination. Now, $140 isn’t a great deal of money, but my wife is very principal-minded.

So she went to work, and after a month or so of battling out whose responsibility it was going to be to pay the fee, she relented being told that she would have to take up her grievance with AT&T since DISH had dissolved their relationship with AT&T for many such instances of false representation (their words – not mine) – but then asked me to step in.

The Collision

So after a few calls, and a few times of being transferred from AT&T (and receiving several comments about how AT&T had to dissolve its relationship with DISH because of many such false representations – their words – not mine), I finally found a supervisor who was a joy to listen to. I don’t think I’ve ever been told “There’s nothing we can do” so nicely – EVER.

In fact – I think this has been about the most professional Go-Jump-Off-A-Cliff experience I’ve ever been part of.

The Post Mortem

Let me bottom line this:

Dish Networks lost a customer because of poor technical performance and their partner’s poor billing services.
AT&T’s representatives made false statements to sell a product, underscoring very lax quality assurance standards.
I offered AT&T (and Dish Networks) an opportunity to save their customer – and a residual revenue stream – by simply crediting the $140. They declined, stating there was nothing they could do for a customer that presently pays a minimum of $119 / month in service.

I’m not a genius, but the math seems pretty simple here. Oh, wait – I got it! AT&T is just being principle-minded, too. That makes more sense. That has to be it, right?

While I’m sure my $119 / month will scarcely be missed, it’s obvious to me that AT&T and Dish Networks care more about their terms and conditions than they do about their customers.

Ken Stewart’s website, ChangeForge, focuses on the collision between the constantly changing worlds of business and technology in an information-centric world. Ken serves on the board of the new Managed Print Services Association, an international industry organization seeking worldwide best practices for the managed print services industry. He is also the founder of Seeking the Son. He is always interested in connecting with you.

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Document Solutions Daily Update

Joe Kozlowski — Tue, 10 Nov 2009 03:45:35 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

M&A

RELM Holdings Inc. Executes a Letter of Intent for the Acquisition of a Document Management, Computer Forensics and Litigation Support Company

Printer / Copier / MFP

Xerox 4112/4127 Copier/Printer earns industry recognition
Review: HP Color LaserJet CM2320fxi MFP
Samsung Unveils New Consumer And Enterprise Printers Designed To Deliver Greater Productivity And Ease-Of-Use (AsiaPac)
Lexmark Launches 3 Laser Printers
Océ Offers Customers Secure Printer Access

Fax

Open Text Delivers Rich Fax Functions for Microsoft Exchange Server 2010

Consumables

Satire: Hewlett Packard admits printer Ink “grossly overpriced” raises price to double Kodak

Managed Print Services / Fleet Management

Xerox Enterprise Print Services: From the desktop to the in-house print centre

Document Management

Summit: ECM tools “barely being used”

Simply Interesting

Xerox Blogs: Open Xerox Innovation – Natural Language Color Editing Demo

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Document Solutions Daily Update

Joe Kozlowski — Sat, 07 Nov 2009 03:45:24 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

M&A

Intergraph’s Acquisition of SIGRAPH Electrical Engineering Software Business Strengthen Its SmartPlant Enterprise Suite (EU)

Printer / Copier / MFP

Video Review: Lexmark’s Platinum Pro905 Printer is Suitable for a Small Office
Review: Lexmark Interact S605
Review: Xerox Phaser 8860 MFP
Choosing the Right Printer for Your Printing Needs
Printbrush – Portable Handheld Printer

Fax

FaxBack VoIP Fax Server Interoperable with pbxnsip IP PBX, SIP Server
MyFax Now Accessible via Intuit App Center

Scanner

Canon unveils world’s fastest portable scanner

Production Print / Wide Format

Xerox wins Gegenheimer award

Document Management

SalesForce Adds Unlimited Document Management with S-Drive
The Smart Way to Manage Financial Transactions Electronically: Zetadocs for Microsoft Dynamics NAV 3.0 is Released

Simply Interesting

The Next Big Thing in SaaS and The Cloud: Costs linked to business outcome?

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Document Solutions Daily Update

Joe Kozlowski — Fri, 06 Nov 2009 03:45:40 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

Printer / Copier / Fax / MFP

Review: Xerox Phaser 6140
Kyocera Mita America Wins Most Reliable Multifunctional Product Line in Industry
Lexmark Web-connected touch screen AIO with customized solutions debuts at Apple Store

Production Print / Wide Format

Canon releases new imageRUNNER series
HP Showcases New HP Designjet L25500 and HP Designjet T1200 Printers at Visual Communication in Milan
HP launches of Indigo 7000 series

Consumables

GPA announces product listing now available on PaperSpecs

Managed Print Services / Fleet Management

European Managed Print Services Conference Hits Right Notes with MPS Market

Document Management

SmartVault Launches Authorized Reseller Program

Simply Interesting

The Barbie Digital Fingernail Printer Now Available
Where did tech firms’ logos come from?

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Document Solutions Daily Update

Joe Kozlowski — Thu, 05 Nov 2009 03:45:09 +0000

Document Solutions Daily - Kworks Publishing

Tracking the Office Equipment, Digital Production Print and Document Management Industries

Today’s News, Today.

General

Printer / Copier / Fax / MFP

How Printers and Scanners Get GreenTech Approved
Most Cost-Efficient Multifunction Printers
Network Equipment Technologies and emFAST Complete Interoperability Testing

Production Print / Wide Format

September 2009 U.S. Commercial Printing Shipments Fall Below $8 Billion
Konica Minolta Launches New 72mm-Wide Inkjet Print Head for Industrial Use, Reducing Energy Consumption by 50%

Connectivity

Ricoh Releases “App2Me”, an MFP Widget-Based Solution for the Cloud Computing Age

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Does The Frame Make It Art?

Ken Stewart — Wed, 04 Nov 2009 04:01:36 +0000

“Art consists of limitation. The most beautiful part of every picture is the frame.” – Gilbert Chesterton.

Obviously this 20th century writer did not have the pleasure of working with a sales-focused organization, where the mantra “Perception is reality,” reigns supreme.

Some think in black and white, yes and no – and some do not. (For those who haven’t heard this zinger thrown your way – it’s always refreshing when someone bestows you with this little pearl of wisdom, by the way!)

Are you a sales person, or do you solve customer problems? Are you a receptionist, or are you the first and last face a customer sees when they visit your office? Am I an IT guy, or a business guy who solves problems by applying technology to achieve business goals?

I think Chesterton hit upon something perhaps systemic to the human condition – a frequent inability to understand concepts outside our own frame of reference.

The question you should be asking is not why they don’t see me the way I want to be perceived. Rather you should be asking, “Am I delivering the most value to my customer or employer if they only see me as a [insert label here]?”

Perhaps these sales-minded individuals – or more generally – socially-tuned individuals, might have figured something out:

Don’t try to force someone out of their frame of reference (even if they are wrong). Instead, reframe yourself using their perceptions and you might discover that instead of being a convenient label, you have become a piece of art.

Image courtesy of Hamed Masoumi.

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