How would you define the success of Xerox's Managed Print Services offering?

Introduction

Defining the success of Xerox's Managed Print Services (MPS) offering requires a comprehensive approach that considers multiple stakeholders and metrics. To address this product success metrics challenge effectively, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Xerox's Managed Print Services is a comprehensive solution that helps organizations optimize their print infrastructure, reduce costs, and improve productivity. Key stakeholders include:

1. Enterprise customers: Seeking to reduce print-related costs and improve efficiency
2. Xerox: Aiming to generate recurring revenue and strengthen customer relationships
3. IT departments: Looking to offload print management responsibilities
4. End-users: Expecting reliable, high-quality printing services

The user flow typically involves:

1. Assessment of current print environment
2. Implementation of optimized print infrastructure
3. Ongoing management and optimization

MPS fits into Xerox's broader strategy of transitioning from a hardware-focused company to a services-oriented business. Compared to competitors like HP and Ricoh, Xerox emphasizes its heritage in document management and workflow optimization.

Product Lifecycle Stage: Mature - MPS has been around for over a decade, with established processes and a stable customer base.

Hardware considerations:

• Diverse range of printers and multifunction devices
• Remote monitoring capabilities
• Consumables management

Software considerations:

• Print management software
• Analytics and reporting tools
• Integration with customer IT systems

Physical Product considerations:

• Global service delivery network
• Consumables supply chain
• On-site technician availability