Modern Officefebruary 2010 your guide to preventing downsizing

We train and certify all levels of belts and support business improvement campaigns for all industries – thousands certified in Green, Black & Master Black Belt.We also offer Six Sigma Leadership, DFSS Lean and much more. Call us first, we can help.

Email us at sixsigma@motorola.com • Motorola.com/motorolauniversity

1-800-446-6744 in the U.S. • 44-1793-564299 in EMEA

Learn from the most experienced Six Sigma practitioners in the world.

modern office

2

CONTENTS2 StreamliningBusiness

2 WhatIsLeanSixSIgma?

3 WebAndVideoConferencing

GrowThroughRecession

4 BigBusinessToolsCanSharpen

SmallCompanies’Edge

5 PanelOfExperts

6 CloudPrintingYields

EarthboundBenefits

7 ManagingPrintCostsCan

MeanBigSavings

MOdERNOffICE

Publisher: Bobby Huebner bobby.huebner@mediaplanet.com

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This is driven by things such as

economic pressures, environ-

mentalobjectivesandsecurity.

Wealsohavetechnologyinnovations

suchasintelligentdevices,manage-

menttoolsandsoftwaresolutions.

Historically, businesses haven’t

paidmuchattentiontotheirimaging

andprintingenvironmentpartlydue

tofragmentedbudgets,ITconstraints,

and the complexity of monitoring

thesecostseffectively.Managingim-

agingandprintingdevicesthrougha

networkcanbeacatalystforbigcost

savingsandan increase inofficeef-

ficiency.Infactmanycustomershave

realizedupto30percentcostsavings.

Managed Print Services (MPS) of-

fersaholisticapproachtoproactively

loweringoperationalcosts,reducing

acompany’simpactontheenviron-

ment, mitigating security risks and

improving office productivity. It ex-

tends frombasicprinter servicesall

thewaythroughtobusinessprocess

management.Infact,therearethree

keyareasoffocuswhenyouconsider

anMPSengagement:Optimizingthe

numberandtypeofdevices,manag-

ingdevicesfromthenetwork,andim-

provingtheworkflowbystreamlining

paper-basedprocesses.

Inaddition,MPSalsoprovidesatre-

mendousopportunityforcompanies

toreducetheirenvironmentalimpact

and carbon footprint by decreas-

ing paper use, energy consumption

and waste. For example, an average

Fortune1,000companycansaveup

to700metrictonsofpaperannually

andreducecanreduceenergycosts

byupto40percent.

MPS offers organizations of all

sizes a new way to cut costs, meet

environmental goals, improve busi-

nessprocesses,andultimately,drive

employee productivity. With ad-

vancementsinnetworkandITtools,

a network-based approach to MPS

that includes remote management,

visibility,scalabilityaswellasflexibil-

ity,createsastrategicadvantagefor

thosewhoembraceit.

Streamlining Business: A Holistic Approach

Today there are methodologies

that have been adapted by

many organizations that do

notlooktobedisappearingtoosoon:

SixSigmaandLean,andnowLeanSix

Sigma.

Motorola introducedSixSigmain

the1980s.Utilizingsoundstatistical

methods,alongwithadisciplinedap-

proachtoproblemsolving,SixSigma

caught on rather quickly. Motorola

discovered that a process that was

provenstatisticallycapableofmeet-

ingspecifications,onaverage,would

shift approximately 1.5 standard

deviations (sigma) over time. Their

conceptwastoreducethevariation

oftheirprocessestoaccountforthis

shiftandthereforereducetheprob-

abilityofdefectsordefectivesdown

to3.4permillionopportunities.

Lean methodologies or Lean

Thinking is utilized in reducing or

eliminating waste (Muda) from a

process. Some Lean principles were

actually utilized in the early 1900s

byHenryFord.Mostofthecommon

Leanprincipleshavecomefromthe

ToyotaProductionSystem.WhereSix

Sigmaisutilizedtofocusonvariation

reduction, Lean is utilized to elimi-

natenon-value-addedactivitiesinall

processeswiththegoalofimproving

flow, cycle times, set up times, and

productivity—just to name a few

potentialbenefits.

Organizations are now utilizing

Lean Six Sigma to gain significant

andrapidimprovementsbycombin-

ingthetoolsandapplicationsofboth.

Itcanbenefitanyorganizationthatis

willingtotakethetimetolearn,study,

train, and implement the tools and

techniques.

Formoreinformation,

visitwww.asq.org.

What Is Lean Six Sigma?The quality profession has experienced many methodologies through theyearswithsomecallingthesefadsorgimmicks.TotalQualityControlandmorerecently,TotalQualityManagement(TQM)havecomeandgone.WehavealsoexperiencedtheinfluxofStatisticalProcessControlback inthe1980s,mostnotablefromtheautomotiveindustry.

by:WayneJ.PaUPST,aSQ’SLeanenTerPrISeDIvISIOnCHaIr

by:brUCeDaHLgren,SenIOrvICePreSIDenT,ManageDenTerPrISeSOLUTIOnS,HP’SIMagIng&PrInTInggrOUP

Thisisaveryuniquetimeinthetechnologyservicesindustry.First,companiesarerecognizingtheneedtobemorestrategicabouthowtheymanagetheirprinterfleets.

3

modern office

did you know....Did you know that the average

employeewastesoveranhouraday

surfing the Internet, or“cyberslack-

ing”? This January, Pandora Corp.,

makerofthePCPandorahomecom-

putermonitoringsoftware,launched

The Office Software (theOS), a new

multi-functionalnetwork-basedtool

designed to help small business

owners and department managers

eliminatecyberslackingandprotect

corporateassetsbymonitoringand

recording PC usage. TheOS records

activityonyourcompany’scomput-

ersandpresentsdataineasy-to-read

charts.

areyouremployees…

• SpendingalldayonFacebook?

• Watching videos on youTube all

daylong?

• Crossing the line and harassing

otheremployees?

• Sharing proprietary information

withcompetitors?

The Office Software will not only

tellyou,butwillgiveyouthephysical

evidence needed to help you prop-

erlyhandlethesituation.

visitwww.theofficesoftware.com

formoreinformation.

According to Frost and Sul-

livan, a large growth con-

sulting firm, the web and

videoconferencingmarketgrew19

percentto$3.5billionin2008.video

conferencing grew another 9.5

percent in 2009, and roopam Jain,

principal analyst, conferencing and

collaboration —ICT, expects similar

growthforwebconferencingwhen

thosefiguresbecomeavailable.She

saystheseratesareinlinewithlon-

gertermtrends.

“Thelastfewyearshaveseenalot

ofnewusersaspeoplehavebecome

more aware of web and video con-

ferencingaswellasincreaseduseat

establishedcompanies,”Jainsays.

While the two technologies are

experiencing some convergence,

they still offer very different user

experiences and price structures.

video conferencing more closely

approximatesface-to-facemeetings,

butitcanbeexpensive.Jainputsthe

averagecostofaroom-basedvideo

systematabout$6000.bycontrast,

webconferencingisinexpensiveand

runsonsoftwarethatcanbedown-

loadedfromaserviceprovidersuch

asiLincorCitrix.Itisparticularlyuse-

fulforcollaborationbecausepresen-

tations,documentsorspreadsheets

canbesharedandworkedonacross

multiple computers. The average

priceforSaaS(softwareasaservice)

orhostedwebconferenceservicesis

$30-$40peruserpermonth,accord-

ingtoJain.Shesayspricesarefalling

asbigprovidersbundleemail,group

collaboration and messaging at a

singleprice.

JasonWalker,vicepresident,sales

for iLinc, says his company sees

strong and growing use of web

conferencingamongstateandlocal

government agencies and higher

education institutions as well as

technology and financial services

companies. One major state uni-

versityuses iLincwebconferencing

toofferclassestostudents inother

countries as well as to facilitate

student-teacherconferences.

Walkersaysgovernmentagencies

are particularly attracted to web

conferencing because of its low

environmental impact relative to

business travel. Frost and Sullivan’s

Jain agrees that green conscious-

ness is a motivator for business as

well.CustomersusingiLinc’sservice

can track their carbon impact on

thecompany’s“greenMeter,”which

recordsemissionsavoided,distance

not traveled and travel costs saved

foreachweb-basedmeeting.Todate,

iLinc says its customers have saved

the environment from 1.3 trillion

poundsofcarbondioxideandsaved

themselvesmore than$260million

intravelcosts.

Web And Video Conferencing Grow Through Recession: Services attract new usersnot many markets experienced growth over the last two years. One thatisbuckingbroadertrendsiswebandvideoconferencingascompanieslargeand small seek ways to collaborate and stay close to clients while reigningintravelcosts.

it is particularly useful for collaboration because

presentations, documents or spreadsheets can be shared and worked on

across multiple computers.

modern office

4

Motorola alone credits Six

Sigma with saving $17

billion across its various

businesslinesfrom1986to2004.

Thesesamestrategiesareincreas-

inglycatchingtheattentionofboth

smallercompaniesandthoseinthe

servicessector,asownersandexecu-

tivesrealizetheycanproducesimilar

resultsintheirbusinesses.

“We can adapt the methodology

and tools to just about any busi-

ness, but the objectives stay the

same—reduce errors, increase ef-

ficiency, increase satisfaction,” says

JeffSummers,directorofqualityand

SixSigmalearningatMotorolaUni-

versity,whichaccreditssome600Six

Sigma“green and black belts” each

year,halffromMotorolaandtherest

from outside organizations. “Suc-

cessfulorganizationsfindthatasthe

processmatures,itbecomespartof

theirculture.”

Lean Six Sigma uses a method-

ology known as DMaIC—Define,

Measure, analyze, Improve, Con-

trol—to hone business processes.

It’s based on a combination of Six

Sigma,whichfocusesonincreasing

customersatisfactionbyeliminating

defects or errors in products and

services, and Lean Manufacturing,

which concentrates on delivering

value to the customer by reducing

unnecessary activity, or waste. Six

SigmawasdevelopedbyMotorolain

theearly1980s.LeanManufacturing

waspioneeredbyToyotaandgained

widespreadacceptanceinthe1990s.

Trained and accredited “change

agents”—the green and black

belts— drive the process. but you

don’t need an army of them.“One

canleadtheteam,”Summerssays.

at each stage, Lean Six Sigma

provides specific steps, techniques

and measurement tools. While the

methodology is generic and data-

driven,it’stheapplicationofthetech-

niques to each individual business

thatgainsresults.

“It’s important to understand

that not all data is created equal,”

according to neil Polhemus, chief

technologyofficeratStatPointTech-

nologies, whose Statgraphics line

of statistical modeling software is

oftenemployedinconnectionwith

LeanSixSigmaprograms.“Tobeef-

fective,dataanalysishastobedone

bysubject-matterexperts.”

While both Six Sigma and Lean

Manufacturing got their start in

manufacturingindustries,Polhemus

says he’s seeing increasing adapta-

tion of Lean Six Sigma by service

companies.“There’s lots of interest

these days from service organiza-

tionsinstatisticalmethodsandLean

SixSigma,”hesays.“It’sallaboutef-

ficiencyandreducingtheopportuni-

tiesforcustomerstobeunhappy.”

Big Business Tools Can Sharpen Small Companies’ Edge Lean Six Sigma delivers improvement in efficiency and customer satisfaction for all kinds of companiesMajormultinationalmanufacturers—Motorola,geandHoneywell,tonameafew—have long used sophisticated quality improvement programs such asSixSigmaandLeanManufacturingtoincreaseefficiency,reducedefectsandgivecustomersmoresatisfactionbangfortheirbuck.

...but the objectives stay the same—reduce errors, increase efficiency, increase satisfaction.

THE UNIVERSE WILL HAVE FEWER SECRETS…

A STATPOINT TECHNOLOGIES PRODUCT l Affi liates and Representatives Worldwide l 540-428-0089 Fax | STATGRAPHICS is a registered trademark of StatPoint Technologies, Inc. 2009 | STATGRAPHICS Centurion™ is a trademark of StatPoint Technologies, Inc. 2009

Introducing the NEW

six sigma l anova l regression l spc l doe l forecasting l visualization l reliability

“KNOW WHERE TO FIND THE INFORMATION AND HOW TO USE IT – THAT’S THE SECRET OF SUCCESS” — ALBERT EINSTEIN

For a Free 30-Day Trial Copy please visit us at www.statgraphics.com or call 800-232-STAT

Key NEW FEATURES include:■ Design of Experiments (DOE) Wizard: 12 steps guiding the creation

and analysis of designed experiments.■ Real-Time Alerts (StatAlert): Sends automated SPC alerts via email

at moment of error. ■ Competitive Compatibility (StatImport): Lets users import data

from programs such as Microsoft Excel and most other statistical packages. ■ Dynamic Graphics let users interact with 3D response surface plots

and other graphs.

5

modern office

Most companies tend to apply limited resources on shorter term, reactive, and critical activities. This short term view limits our

successatmakingthejumpfromprojecttoprocessmanagement.

MotorolahasmadethistransitionbyintegratingLeanSixSigmaandbusinessenterpriseprocesses.Throughthisapproachwe

eliminatethe‘initiative’overhead,webenefitfromdatadrivendisciplinesbeingutilizedineveryaspectofthebusiness,andweare

driventoaligncustomer,business,andprocessneedsintoasinglefocus.

Datadrivendecisions,theuseofcharters,statistics,andtools,havebecomepartofourprocess.Ourbeltsleadandmanagechange

aspartoftheirdayjob.Managementreviewispartofthenormalbusinessprocess.

IntegratingLeanSixSigmaintoyourenterpriseProcessesisaveryeffectivewaytoensurebusinessalignment,andefficientuseof

resourcestoamuchdeeperlevelandacrossallorganizations.

Panel of ExpertsJeFFSUMMerSDirectorQuality&SixSigmaLearningMotorolaUniversity

CloudComputingisbringingtoprintwhat ithasalreadybroughttoservices liketravel,bankingandenterpriseapplications;

freedomandefficiency.

“CloudPrinting”savesmoneybecauseitistheonlytrueprint-on-demandsolution,allowingyoutoprintonlywhatyouwant,when

andwhereyouneedit.Thisreducesthecostsofshipping,warehousing,fulfillment,distribution,inventoryandobsolescence.Thetotal

ofthesecostsrun3-6timesthecostoftheprintitself.CloudPrintingsavestheenvironment.Loweringoreliminatingobsolescence

reducestreeharvesting,andoilconsumptionforpaperproduction,printmanufacturingpowerandfreight.allofthesesavingsmean

lowercarbonemissions.

LikeallCloudapplicationservices,CloudPrintingsavesyoutime.Whenprintingin-marketyoucanorderandmanageyourprint

onyourterms,notyourprinter’s,savingyoucountlesscalls,emailsandwastedhours.CloudPrintingsavescorporationsmoney,

environmentalimpactandproductivity.

TObyLavIgnevicePresidentglobalMarketingHubcast

Lean Six Sigma (LSS) is a proven initiative that helps organizations eliminate waste and variation in their products, systems, and

services.Fromacustomer’sperspective,thatmeansbetterproductsandservicesdeliveredfasterandatlowercost.Foraproducer,it

meansimprovingthebottomlineandgrowingrevenue.

LSSprovidesapowerful,disciplined,andrepeatableapproachcalledDMaIC(Define,Measure,analyze,Improve,Control)forexecut-

ingimprovementprojects.Theseimprovementprojectscanbedoneoveraspanofseveralmonths,orinonlyafewdays.

MostdefinitelyLSSincludesapowerfulsetoftools,butitismorethanjustatoolset.LSSisalsoamindset.Itisathoughtprocessto

enhancethewaywemakedecisionsandoperateonadailybasis.Ifimplementedproperly,LSSwillchangelivesaswellascorporate

bottomlines.airacademyassociatescanhelpyourcompanymakethischangehappen.

MarKJKIeMeLe,PhDPresidentandCo-Founderairacademyassociates

cloud Printing saves you time. When printing in-market you can order and manage your print

on your terms, not your printer’s, saving you countless calls, emails and wasted hours. cloud Printing saves corporations money,

environmental impact and productivity.

“Organizations are seek-

ingwaystobuyprint-

ingasaservice,want-

ing topayonly for thefinalprinted

productinsteadofbuyingorleasing

theprintinghardwareandpayingfor

paper.Cloudcomputingforprintof-

fers the promise of lower expenses

for comparable products and ser-

vices,”gartnersaysonitswebsite.

big ideas, big numbers, but it’s

not uncommon to hear business-

peopleask,“What’sthismeantomy

company?”Theanswercouldbebig

savings—in time and money—

throughservicesliketheoneoffered

by Hubcast, one of the first compa-

niestoputcloudprintingtoworkin

atangibleway.

Hubcast’sgoal is to takemuchof

thetimeandexpenseoutofprinting

brochures, company profiles, sales

presentations and collateral materi-

als—thebasicprintedmaterialsevery

salesforceneeds.Supposeyoucould

uploadafilefor,say,anewsalespre-

sentationtothe“cloud”andhavethe

exactnumberofcopiesyouneedde-

liveredtothelocationyouspecifyfive

dayslater?That’sHubcast’sservice,in

anutshell.Thecompany’stechnology

is installed at more than 60 partner

locationsworldwidesoitcanguaran-

teeconsistencyofcolorandquality

aswellason-timedelivery.

“eighty percent of print jobs are

under 7,500 copies,” says Hubcast

founderandCeOTobyLavigne.“We

take time, money and uncertainty

outofmanagingtheprintingprocess

withaneasytousecloud-basedap-

plicationforanymarketerwhocares

aboutcolorandqualityoranycom-

panywithasalesforcetosupport.”

Lavigne estimates managing a

print job through a sub-contractor

takesanaverageofthreehours.“We

reduce that to about two minutes,”

hesays.

Hubcast,whosesalesgrewalmost

five times in 2009 over 2008, is one

exampleofadown-to-earthapplica-

tion of cloud printing technology.

Othersarecoming.HPandresearch

in Motion (rIM) have announced

plans for a web-based application

thatallowsuserstoprintdocuments,

webpages,emailsorjustaboutany-

thing from their blackberry smart-

phones—wherever they happen to

be. The service is printer-agnostic

and requiressimple Internetaccess.

HPandrIMplantomakeCloudPrint,

which was developed by HP Labs,

thecompany’scentralresearcharm,

available toblackberry InternetSer-

vicesubscribersaswellasblackberry

enterpriseServercustomers.

Inaddition,ThinPrintplansacloud

p r i n t i n g

solution for

google Chrome.

Planon has released a

cloud-basedprintserverapplica-

tionforblackberry.Otherofficeauto-

mation and electronics companies

arereportedlyworkingontheirown

cloudprintingapplications.

Clearly, the printing forecast is

forclouds.

Cloud Printing Yields Earthbound BenefitsTo listen to industry experts, computing is moving to the cloud. analystsat gartner, Inc. last year estimated the market for cloud, or Internet-based,services(oftenknownasSoftwareasaSolution,orSaaS)at$46.4billion,andtheyexpectittogrowto$150billionby2013.Oneofthoseservicesisprinting.

modern office

6

...managing a print job through a sub-contractor takes an average

of three hours. “We reduce that to about two minutes...

7

modern office

Industry estimates peg global

enterprisespendingonprinting

at almost $175 billion, a num-

ber that is only expected to grow

asthevolumeofdigitalinformation

explodes. according to Trina Wolf-

gram, senior marketing manager at

HP Managed enterprise Solutions,

some200billionpagesareconverted

to digital content each year. That

growth is fueling demand for man-

agedprintservices,alreadya$19bil-

lionmarketthatisincreasingatfour

percentayear,accordingtomarket

analysts.

youdon’tneedtobebigtotarget

printing savings.“Once a company

hasmultipleprintersanddistributed

workforce, it’s a candidate for sav-

ings,”Wolfgram says. HP says it has

helped companies save up to 30

percentonprintingcosts.

Thekey,accordingtoWolfgram,is

goingaftercostsstrategically,start-

ing with an assessment of current

printing practices, then developing

a roadmap for improvement.While

there are near-term savings from

optimizing your mix of equipment

andmanagingiteffectively,thebig-

gest cost benefits come over time

from targeting printing output and

workflow.

“you can achieve 10 percent of

totalsavingsfrominfrastructureim-

provements,”shesays,“andanother

15 percent from how you manage

your printing environment. but 75

percent of the savings come from

managingtheworkflowovertime.”

She points to replacing paper-

intensive practices with electronic

informationmanagementandinstal-

lationofso-calledPInorpullprint-

ing,whichcutsdownonwastefulor

redundantprint jobs,as just twoof

many ways companies can attack

printcosts.

There’s an obvious green benefit

toprintingless–fewertreesneedto

bepulpedatthepapermill.butthe

environmentalimpactofaneffective

MPS (managed print services) pro-

gramgomuchfurther.Printerstend

tobehighenergyconsumers,socut-

tingbackonwastefulprintingresults

insignificantelectricpowersavings

too. One HP customer reported an

80percentreductioninprint-related

energyconsumption.

“There’s a sincere desire among

enterprises of all sizes and kinds to

reduce their carbon footprint,” says

Wolfgram.“Implementing an effec-

tive print policy—a set of agree-

mentsonhowprintingandimaging

is going to be managed—can in-

creaseproductivity,savemoneyand

benefittheenvironment.”

Whocanarguewiththat?

Managing Print Costs Can Mean Big SavingsOpportunitycanoftenbe found inmundaneplaces.Take theofficeprinter,forexample.

“You can achieve 10 percent of total savings from infrastructure improvements...and another 15 percent from how you manage

your printing environment. But 75 percent of the savings come from managing the workflow over time.

OK

Prepared by Goodby, Silverstein & Partners 2008. All rights reserved. 415.392.0669

Released on 02.01.10Print Output at None Reader 2

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Vendor

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PeopleCreative Director

Associate CD

Art Director

Copywriter

Proofreader

Account Manager

Asst. Account Manager

Print Producer

Project Manager

Client

Production Artist

Mechanical SpecsHP IPGHPIPGW-243

000272

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Samantha Troy @ 2-1-2010 2:58 PM

Notes

This is how: We’ll study your business. Assess its particular

needs. Then project your savings. If your business doesn’t

reach those savings within 12 months after implementation,

we’ll make up the difference.* With HP Managed Print

Services and MFPs, we’ve already helped companies save

up to 30 percent in overall printing costs; one company

also estimates it saved over 75 percent in printing energy

usage. Could yours be next? hp.com/guarantee

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. *New MPS customers only. For complete details, see hp.com/guarantee. In the event that the HP design does not achieve the projected cost savings, HP will credit against future invoices. Results dependent upon unique business environment, the way HP products and services are used, and other factors. Overall printing costs are unique to each company and should not be relied upon for savings you may achieve. According to industry analysts, savings of up to 30% are typical with managed print services.

T:9.75”T:10.25”

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