At the CIO Leadership Event, K. Bhaskhar, Senior Director, Office Imaging Solutions, Canon, spoke on how Indian organizations can enhance document lifecycle management with the help of managed print services and digitization.
What does document lifecycle management cover beyond Managed Print Services?
In 2009, when many organizations began to take a hard look at cost efficiency, we saw the birth of managed print services (MPS). Any company that looks at lakhs of paper prints per month has a strong need for bringing MPS in order to achieve convenience, confidentiality, cost reduction, and document access control. Today, Canon’s MPS solution is well accepted by most organizations.
According to me, two things that matter the most to any organization are people and paper. At Canon, we help you manage documents beyond just archival and retrieval. Paper takes multiple forms in an enterprise. It gets printed, archived, retrieved, and destroyed. With MPS, we help address each and every step of documents traversing through the enterprise.
If an organization is printing two lakh papers a month, about five to seven percent of these prints need to be either stored, archived, or indexed. We felt the need to address this problem. Hence, Canon Business Services was born. This set of solutions covers the MPS portfolio along with digitization services. With digitization, we basically achieve archival with segregated lifespan along with carefully selected attributes such as confidentiality and ease of access. But the most critical part of document management is indexing. It makes documents more readable, easily retrievable, and ensures they are not manipulated. We also take into account document destruction as part of the document lifecycle plan.
When you partnered with this major restaurant chain, you already had a relationship which was largely around MPS that got extended to digitization, indexing, and archiving. How did you convince them to take the next step?
Most customers look at our infrastructure to gauge our capabilities of extending an efficient solution to them. We had to establish the need for our software at the restaurant chain and how well the solution was accepted in their vertical. Later, we did a Proof of Concept to demonstrate our success rate to them.
We also generally leverage our existing management services, as we want to establish that we work more on systems and processes to deliver client expectations to meet their deadlines.
Where does Canon’s Five Phase Approach and Methodology fit into this scheme of things?
The first step to solve any problem is to identify the problem. Every CIO would agree that efficient document management is a pain-point that he/she would definitely like to address. But most of them get nonchalant after a period of time and eventually get used to it.
With the Five Phase Approach and Methodology, we help CIOs understand the core needs of their organizations. Every organization wants to go for digitization, but they don’t understand the cost component. Our Five Phase Approach and Methodology provides a single source of accountability at each stage of our engagement, from optimization analysis, design implementation, service and support, and continuous re-evaluation for business process improvements.
We understand that the restaurant chain had 70 kinds of documents that had to be indexed during the implementation. How did you approach this complexity?
As I mentioned earlier, we spend a considerable amount of time in terms of figuring out various minute yet critical aspects of document archiving and retrieval. Whenever we go to a new organization, we begin the archiving process with one or two basic parameters. But we ensure we continually ask the customers what parameters can most probably make the retrieval of a particular family of documents easier. At the end of the process, all indexed units have all the required parameters attached to them. This is a very critical part of the activity and worth every second of time spent on it.