Transforming business critical document processes is fundamental to achieving top corporate goals such as hitting financial targets (cost savings); fielding innovative products and services; and improving customer support and loyalty.
Some people think of business transformations primarily in terms of technical, IT-driven solutions and processes. Technological tools for managing system changes: like loading and versioning software applications, or upgrading and managing fleets of MFPs and printers, of course can and should be used to remain efficient, increase productivity.
But it is encouraging and managing the change in the working behavior of the people engaged in the processes, from planning and designing solutions through adoption and on-going improvement, which actually make or break business transformations. For the global company in particular, transformation across multiple locations and cultures can be especially challenging.
According to research by McKinsey & Company, about 70% of all changes in all organizations fail. After almost two decades of intense change from corporate reorganizations, new software systems, and quality-improvement projects, the failure rate remains at 70%.
How do you get people across the enterprise, comfortable with familiar ways of doing business, to embrace new processes and technologies, so they and the organization as a whole can fully realize the benefits of a transformed business process?
Organizational Blind Spot: Organizational Blind Spot: The Role of Document-Driven Business Processes in Driving Top-Line Growth
Findings from a recent IDC study indicate that documentdriven processes — the business processes that are governed and controlled by documents in electronic or paper format — have a profound impact on companies’ customer-facing functions. Furthermore, reengineering these document processes can yield strategic, top-line benefits including revenue growth and improved market responsiveness, which this study found to be the highestrated business priorities for enterprises today. Despite the belief held by many business executives that documentdriven processes relate only to “back office” functions, IDC research indicates that this conventional wisdom is off the mark and that optimizing document-driven processes presents a significant revenue growth opportunity.
IDC’s recent global study of 1,516 document-driven business process owners and information workers suggests that common perceptions around document-driven business processes are mistaken. Businesses have placed a great degree of focus on improving their business processes, and many may believe they have achieved optimum efficiency in their document-driven processes. While it is true that improving document-driven processes can have a strong impact on reducing operational costs — and this study shows there is still room for improvement in this area — it can have an even greater impact on an organization’s top-line potential for revenue.
- Over 83% ofstudy respondentsindicated that optimizing customer-facing document-driven business processes would increase revenue — on average by 10.1%.This could be achieved by improving customer communications, streamlining the sales and customer onboarding process, and improving customer support.
- In theirrole as consumers,more than half of the respondents are dissatisfied with the document-driven processes in six of the seven industries studied: business services(64.9%), government (63.9%),healthcare (63.1%), education (62.3%),insurance (54.3%), and telecommunications(51.8%).
Norfolk County Council, in the East of England, provides a range of local government services to around 800,000 citizens in Norfolk. The Council strives to deliver greater value to those citizens and increase operational efficiency through its commitment to the green agenda.
The Council is also improving services through more flexible and efficient ways of working. As part of a large change programme for Norfolk, it aims to work simpler, better and faster. It is making better use of its office space, resources and mobile technology to support more flexible ways of working.
The Council is also committed to reducing its carbon footprint by 25 percent over the next two years. This is where the Ricoh Managed Print Service is making a big impact. Previously print was managed in a fragmented way, with each department, service area or site organising and buying its own printing facilities so print resources and equipment were not being used as efficiently as they could. There were multiple contracts across the organisation, duplication of resources and devices were not being used efficiently. So the council wanted an effective way to manage and measure its print services and reduce its environmental impact.
Ann Carey, ICT Business Systems & Services Manager, in Norfolk County Council’s ICT Shared Services Resources, says, “Our objective wasto centralise print operationsso we could reduce device numbers. We also wanted more consistency for the printing service and an effective corporate policy on printing, especially around reducing waste and inefficiency. One of the key drivers was to make our print operations more environmentally friendly and improve services, giving better value for money to the community.”
TOKYO, June 5, 2013 — Ricoh Company, Ltd. (President & CEO: Zenji Miura) is to reinforce production line facilities for high value-added thermal paper products, to cater to growing demand in the North American market and pave the way for new market development in Latin America. Approximately 5 billion yen will be invested in new thermal facilities at the Georgia Plant operated by Ricoh's U.S. production subsidiary Ricoh Electronics, Inc. (REI), in order to double the company's annual production capacity in the U.S.
Ricoh is developing, producing, and marketing durable, high value-added thermal paper mainly for barcodes on food POS, home deliveries, medical supplies, and airline luggage tags and has earned a large share of the market in many regions around the world. All this is underpinned by Ricoh's advanced technologies, which strike a balance between high sensitivity to color at low energy and durability based on the company's many years of technical expertise in areas such as thermal fax paper. Having initially entered this field in the U.S. in 1985, Ricoh has continued to extend its reach steadily since then, and surpassed its target of securing a 50% share of the market in fiscal 2012.
Ricoh Americas Awarded the National U.S. Communities Contract for Multifunction Products and Document Services
Malvern, PA, June 4, 2013 - Ricoh Americas Corporation today announced it has been awarded a multi-year contract to supply multifunction products (MFPs) and related services to participants in the U.S. Communities Government Purchasing Alliance. Fairfax County, VA., served as the lead agency and awarded Ricoh the contract after carefully evaluating proposals from other manufacturers.
The exclusive contract gives more than 90,000 public sector entities such as state agencies, local governments, special districts, school districts, and public and nonprofit higher education institutions access to Ricoh’s devices and services.
This international media and entertainment business is the third largest in world. It comprises a number of film, TV production and broadcasting companies and associated media and entertainment operations, and has made a wide range of highly popular and successful movies and TV programmes.
When the business consolidated several of its UK offices into a single, new central London site, the move took staff from a traditional, segmented, 200- nit office, to a brighter, modern and open plan working environment. As the Facilities Director for the media and entertainment business says, “An office move is a real chance to make some fundamental changes to the way people work and the way print resources are deployed and used.”
The change to a new location was an opportunity to overhaul the way the organisation manages its print operation. The new working environment also meant adopting a new approach to the way print is used. One of the main changes was to stop having multiple printers cluttering up people’s desks and workspace.
At the previous offices, some 90 printers were sitting on desks and there was little information about how staff used these printers and, therefore, little control over or knowledge about how much print was costing the organisation. The task facing the organisation was to find a way of fundamentally changing how staff use print resources, and to gain much better control of those resources, all without hindering staff work or creativity.
Failures in Document-Driven Business Processes Are Higher Risk and Costlier than Many Executives Think
Many business executives understand that improving their document-driven business processes — the processes in their businesses that are governed and controlled by documents in electronic or paper format— can deliver operational efficiencies and drive cost takeout. What many may not appreciate is the degree to which document-driven business processes affect their organization’s risk profile: There is a high risk of breakdowns in these processes causing severely negative business outcomes, and the costs of these breakdowns are worse than many executives think.
A recent global IDC study of 1,516 document-driven business processowners and information workers suggests that the costs and risks associated with broken documentdriven business processes are extremely high. Process owners reported that over one-third of document-driven business processes are defective, and a staggering 75.9% of respondents —more than three out of every four surveyed— reported that their organization experienced serious business risks and/or compliance issues as a direct result.
- 75.9% ofrespondents experienced serious businessrisk and/or compliance issues as a direct result of ineffective document processes over the past five years.
- These failures had severe consequencesforrespondents: 36.2% failed to meet compliance requirements,30.2% lost key employees, 24.9% lost major customers, 24.8% had a majorIT breach,20.4% were pulled into a major audit, and 19.1% suffered a major PR crisis — all due to document process deficiencies.
- Depending upon the type of process,between 35.9% and 45.3% of respondents reported that documentdriven processes they had personal knowledge of were not efficient or effective.
Construction Specialist Enhances Brand Image and Productivity with Ricoh's Wide-Format Print Solution
Astec Projects is a £30-million turnover construction business based in Reading, Berkshire. Although one of the largest specialist ceilings contractors in the UK, Astec Projects provides a number of other construction services, including facades - now its main activity – glazing, cladding and shop fronts. Recent projects include refurbishing McDonald’s drive-through restaurants with the new green brand facades.
A key part of Astec Projects’ work is design. Of its 109 staff, around 36 are Computer Aided Design (CAD) designers. These designers frequently need to produce and print complex designs and technical specification drawings for various projects. Typically, these designs are printed in black and white.
But there had been an increasing demand to provide colour designs, particularly at the tender and design stages of a project, where high-quality, high-impact presentation is important. Terry Noone, Financial Director for Astec Projects, says, “Although a lot of design work is now produced and shared electronically, there is an increasing need to use printed designs in presentation and tender situations. And the ability to add colour to a design often makes the design easier to use, easier to communicate concepts and easier to demonstrate an in-depth understanding of project challenges.”
However, using colour in wide-format printing is usually too expensive to make it a viable option.
Malvern, PA, May 22, 2013 - Office equipment dealers working with Ricoh Americas Corporation and using Digital Gateway, Inc.’s (DGI) e-automate™ management systems can now seamlessly accept electronic product information from Ricoh through the Ricoh Dealer Gateway, enabling them to more quickly and efficiently transact business with Ricoh.
“We could not be more excited to see Ricoh and Digital Gateway work together to streamline the process for getting new items, as well as price, description and other product updates, from Ricoh into our accounting system, e-automate,” said Chap Breard, Owner of Monroe Office Equipment. “I will never have to manually enter product and configuration data from a PDF or spreadsheet again. The Ricoh Dealer Gateway is just another great tool in my toolbox to be more efficient in this ever-changing and competitive market.”
Malvern, PA, May 21, 2013 - Ricoh Americas Corporation today announced the MP 2501SP, a productive, economical 25 ppm monochrome multifunction product (MFP) designed to meet the diverse needs of small workgroups.
The MP 2501SP copies and prints documents up to 11x17 inches, scans in color, and offers optional faxing and advanced security features. It extends Ricoh’s advanced technology platform – including mobile worker support, cloud connectivity and sustainability features – to the most economical end of its product line.