{"id":7956,"date":"2014-08-21T09:24:56","date_gmt":"2014-08-21T13:24:56","guid":{"rendered":"http:\/\/www.theweekinimaging.com\/?p=7256"},"modified":"2014-08-21T09:24:56","modified_gmt":"2014-08-21T13:24:56","slug":"between-the-lines-the-customers-not-always-right","status":"publish","type":"post","link":"https:\/\/www.enxmag.com\/twii\/the-week-in-imaging-twii\/editors-blog\/2014\/08\/between-the-lines-the-customers-not-always-right\/","title":{"rendered":"Between the Lines: The Customer\u2019s Not Always Right"},"content":{"rendered":"

\"bad<\/a>I was speaking with Mike Lamothe, president of Office Document Consulting, Inc. the other day for another article I\u2019m writing and he shared an interesting anecdote related to MPS that I can\u2019t resist sharing.<\/p>\n

Wait, wait, before you tell me MPS is so yesterday, I\u2019m not convinced because it\u2019s still seems to be a topic of discussion wherever I go. In fact there was even a session devoted to MPS during the recent Toshiba road show.<\/p>\n

Lamothe tells me that one of the big mistakes dealers make with managed print that he\u2019s seen a lot of here in the U.S. is that dealers aren\u2019t doing the proper mapping. \u201cThey\u2019re not taking a physical inventory of what they\u2019re supporting inside the organization,\u201d he says. \u201cI see it every day.\u201d<\/p>\n

As a result they end up providing toner and service to devices that are outside of their scope.<\/p>\n

How big of a deal is this?<\/p>\n

Based on Lamothe\u2019s experiences, customers are telling dealers they don\u2019t have any local devices when in reality they have 25 or 30, or some other number. \u201cI heard 100 just last week,\u201d states Lamothe.<\/p>\n

If the dealer is taking direction from the customer and not verifying the information or understanding what\u2019s being presented, or from a consumable or service perspective, how technicians are deployed and consumables are deployed to that device, that\u2019s a recipe for failure in Lamothe\u2019s opinion.<\/p>\n

Without turning this into a commercial for Office Document Consulting, who provide mapping tools, Lamothe recommends dealers physically map the assets and current states and rationalize what that end determination is going to be so they know exactly what devices they\u2019re supporting and what\u2019s under contract.<\/p>\n

I guess that\u2019s common sense unless one\u2019s not doing it. Based on Lamothe\u2019s observations, too many dealers are taking the easy way out and taking their customer\u2019s word on faith when in reality if you want something done right sometimes you\u2019ve got to do it yourself.<\/p>\n

Thanks for reading.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

I was speaking with Mike Lamothe, president of Office Document Consulting, Inc. the other day for another article I\u2019m writing and he shared an interesting anecdote related to MPS that I can\u2019t resist sharing. Wait, wait, before you tell me MPS is so yesterday, I\u2019m not convinced because it\u2019s still seems to be a topic of discussion wherever I go. In fact there was even a session devoted to MPS during the recent Toshiba road show. Lamothe tells me that one of the big mistakes dealers make with managed print that he\u2019s seen a lot of here in the U.S. is that dealers aren\u2019t doing the proper mapping. \u201cThey\u2019re not taking a physical inventory of what they\u2019re supporting inside the organization,\u201d he says. \u201cI see it every day.\u201d As a result they end up providing toner and service to devices that are outside of their scope. How big of a deal is this? Based on Lamothe\u2019s experiences, customers are telling dealers they don\u2019t have any local devices when in reality they have 25 or 30, or some other number. \u201cI heard 100 just last week,\u201d states Lamothe. If the dealer is taking direction from the customer and not verifying the information or understanding what\u2019s being presented, or from a consumable or service perspective, how technicians are deployed and consumables are deployed to that device, that\u2019s a recipe for failure in Lamothe\u2019s opinion. Without turning this into a commercial for Office Document Consulting, who provide mapping tools, Lamothe recommends dealers physically map the assets and current states and rationalize what that end determination is going to be so they know exactly what devices they\u2019re supporting and what\u2019s under contract. I guess that\u2019s common sense unless one\u2019s not doing it. Based on Lamothe\u2019s observations, too many dealers are taking the easy way out and taking their customer\u2019s word on faith when in reality if you want something done right sometimes you\u2019ve got to do it yourself. Thanks for reading.  <\/p>\n","protected":false},"author":3,"featured_media":7257,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[80],"tags":[1670,1671,2409,961],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/7956"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=7956"}],"version-history":[{"count":0,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/7956\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media\/7257"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=7956"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=7956"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=7956"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}