Abordarea externalizarii in industria IT:Studii de caz HP Romania
Bogdan PopescuCustomer Services Country ManagerHP Romania
BucurestiNoiembrie 2003
agenda
• Motorola case
• P&G case
• Transelectrica case
•Orange and Connex case
• A new service to be launched in Romania: Printadvantage
Motorola IT support success story
Motorola
challenge
• Cost control for IT spending,
• Vast geography with non consistent approach
• Focus on core business
solution
• Global agreement (consistent) for all territories signed with HP
• Monthly fixed payments• Taking over the resources (fixed assets
and people)
results
• Economy of scale, cost reduction
• Consistency in remote support, on-site support and operation.
at a glance:name: Motorolalocations: 12 countries in Eastern Europe, Asia and Middle East including Romania
Procter & Gamble IT support
success story
Procter and Gamble
challenge
• Cost control for IT spending,
• Vast geography with non consistent approach
• Focus on core business
solution
• Global agreement (consistent) for all territories signed with HP
• Monthly fixed payments• Taking over the resources (fixed assets
and people)
results
• Economy of scale, cost reduction
• Consistency in remote support, on-site support and operation.
at a glance:name: P&Glocations: 56 countries including Romania
IT infrastructure solution
success story
Transelectrica
challenge
• Change the existing approach: Transelectrica needs to have a complex solution:
• Ownership of the IT infrastructure vs. renting,
• Own people for operation vs. outsourcing,
• Investment and depreciation vs. monthly rent
• consolidate IT-infrastructure with business critical services (limited down time)
• implement a more scalable system to cope with increased range of services and future expansion
solutionLocal HP financed solution based on HP
infrastructure (Servers, desktops, notebooks, printers)
• 200 users in two locations in Bucharest• Dedicated people for IT administration
results
• high-availability, high-performance and scalable solution under implementation
at a glance:name: Transelectricaheadquarter: BucharestMission: “Transelectrica is responsible for safe and efficient operation of the power system and the wholesale electric market.”
Fraud Management solution
success story
Preventel Solution
challenge
• Two GSM operators to share the black list users
• Business critical solution
• Shared information versus private information
solution
• Software application developed from scratch based on Oracle
• Hosting in the new HP facilities
• Outsourcing to HP for all related services including application administration
results
• high-availability, high-performance and scalable solution
• 400 users
• Millions of records
at a glance:name: MobiFon and Orangeheadquarter: Bucharest
:
most effective
printing costs
what percentage of companies don’t even know what they spend annually on printer acquisition and consumables?
70%
traditional customer
buying scenario
hardware supplies service
+ +
• they chose and purchase printers
• they purchase supplies separately
• they chose and purchase services of different levels
all of these stages are usually
discrete and disconnected
processes
hp printadvantag
e is a new kind of service
hardware supplies service
+ +
bring the sale of these three items into one
why printadvantage?
•eliminate price negotiations -buy a solution instead of products and services
Better cost control
No fixed assets
so customers get a fully-integrated service, with priority-level support,at no extra cost….
but does it cost more?
no. the cost for each component is competitive with the lowest prices in
the market.
imagine you need to drive a car for a year -- and you receive
• the latest model to drive
• all the fuel required(delivered to you)
• year-around maintenance
• all replacement parts
a new approach
... everything provided from one reliable
source
• hp printer technology including multi-functional devices and associated products
• hp supplies (ink and laser) one order, delivered through the year
• hp maintenance and support (included)
• reporting on usage of each printer
• optional: training installation and other services
• over: 3, 4, or 5 year term
hp printadvantage includes...
• prepare new proposals in under 10 minutes
• credit approvals in minutes
• no credit risk as HP takes it for you
• HP will pay within 7 working days, guaranteed
• multi-vendor financing, including hardware, software and services
• on-site hardware
support
hp provides labor, parts
and travel to maintain
products
• supplies delivery
hp delivers cartridges
within 24 hours
• reporting on usage
• optional installation,
health checks, etc.
services include:
• easier to control … usage data for allocating costs and planning
• easier to plan and budget … predictable level payments
• easier to support … “one call” customer care line for support, questions and to reorder
supplies
remarkably simple
what is it?
a tool which daily collects consumable usage and configuration data from
networked LaserJet printers.
• pro-active supply delivery
• printer maintenance for hp printadvantage customers.
supported printers:
networked LaserJet printers
not supported printers:
business inkjet and designjet are not yet included.
how does it work?
e-sp hardware (currently hp e-
pc)daily
customer’s site“front-end”
hp intranet“back-end”
chip database
web-basedreportsused by
vas reception
Fire-wall
supply delivery
on-site printer maintenance
• customer needs to have all their printers reachable via their intranet and this needs to be based on 10/100 ethernet
• customer needs to provide an e-mail server that allows to send e-mails to external addresses• customer needs to have a dedicated server available for print monitoring
• customer requires one e-pc for every 400 printers per site.
customer requirements
for printadvantag
e
hp printadvantage lets you
manage your entire hp digital printing needs through a single contract.
You receive a fully-integrated service, with priority-level support -- at
no extra cost
key points to consider
You can focus on your core business -- instead of processing purchase orders and invoices.
It‘s an easy way to keep up with technology, using predictable, fixed
monthly payments.
key points to consider
• pro-active maintenance & supply replenishment ensures continuous printing providing peace of mind
• gain information about printer usage for optimization
- average page count
- color vs. b/w usage
• no spare supply needed
• simplifies the interaction between customer and hp
benefits for the customer
passion for customers –
a core value of the new hp
“Passion for customers can be as distinct a competitive advantage as any technology that we can ever sell.
Our focus on total customer experience and customer satisfaction is going to continue to be a hallmark, and a differentiating competitive advantage for this company going forward. ”
Carly FiorinaChairman & CEO
May 2002
“We’ve done it before and we’ll keep on doing it …”
“Making the simple complicated is commonplace; making the complicated simple, awesomely simple,
that's creativity”
Charles Mingus
“Making the simple complicated is commonplace; making the complicated simple, awesomely simple,
that's creativity”
Charles Mingus
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