document management strategy survey survey on vnu ’s webpanel of it decisionmakers in europe...
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Document Management Strategy Survey
Survey on VNU ’s webpanel of IT decisionmakers in Europe
Presentation for Netherlands June 23, 2005
Idalina Cappe de Baillon - VP Research Europe - VNU Global Media
June 2005 2
Objectives
• to analyze the purchasing process for document output devices – identifying the main purchase criteria– the main decision-makers– main purchasing methods
• explore corporate document management strategies– identifying if there are document management strategies
in place – what metrics are used to measure document
management– who is responsable for document management
strategies when they exist
• to analyze attitudes towards document management
June 2005 3
Methodology
• On line survey of VNU ’s webpanel of IT decisionmakers in Europe
• fieldwork : February 2005, by TNS
• Sample : 1 238 total in 6 countries– Germany– France– UK– Spain– Italy– Holland
• Quotas used to boost samples in companies 1000+
• Total sample was weighed– to obtain country samples representative by company size, – the overall sample representative of the 6 country population in
terms of company sizes (5 employees +)
June 2005 4
Sample : Countries
France 291
UK 259
Spain 209
Germany 173
Italy 192
Netherlands 114
Total 1
238
June 2005 5
Q : How many people work in your entire organization (including remote workers) ?
Base : Total (1 238)
313
264
210
301
150250 - 1000 employees
1000 + employees
10 - 49 employees
50 -249 employees
5- 10 employees
Sample : Company size (6
countries)
June 2005 6
Q : What is your organization’s primary business ?
Base : Total (1 238) (unweighted sample)
22
5
6
11
14
20
22 %
Public Sector (Government, Education Healthcare)
Retail
Utilities
Technology
Manufacturing
Sample : Industry Sector
Financial Services
Other
June 2005 7
Installed Base
June 2005 8
Q : How many document output devices are installed within your entire organization (including remote workers) ? Base : Total (1 238, weighted)
5
6
4
6
35
47
80
69
68
63
48
14
27
26
2
MFPs
Scanners
Faxes
Copiers
Printers
Installed Base
None 1-5 6 or more
98 %
74 %
73 %
86 %
52 %
June 2005 9
Base : Total (1 238) compared to Holland (114)
52
86
73
74
98
70
85
73
57
95
MFPs
Scanners
fax
Copiers
Printers
Holland
Europe
% Installed Holland/Europe
June 2005 10
Q : Who in your organization manages and supports your document output devices ?
8
10
12
16
21
27
60
13
6
6
84
11
5
4
Internal - Someone else
Office Equipment dealer/reseller
Outsourced
Internal - IT Department
System Integrator
Maintenance of document output
devices
VAR
Other
Base : Total (1 238)
Manages Supports(Fix Breaks)
June 2005 11
Q : Who in your organization manages and supports your document output devices ?
5
6
5
24
21
50
19
0
5
3676
0
0
0
Internal - Someone else
Office Equipment dealer/reseller
Outsourced
Internal - IT Department
System Integrator
Maintenance of document output devices : Netherlands
VAR
Other
Base : Holland (114)
Manages Supports(Fix Breaks)
June 2005 12
89%
11%
YES
NO
Is IT and document output maintenance done by same people ?
Base : Total (1 238)
By Country
France : 92% UK, Spain, NL : 90%
Germany : 87%Italy : 82%
The only significant difference is in Italy.
June 2005 13
Purchase Criteria
June 2005 14
Lowest price
Convenience of having same supplier for all types of computer HW
Trusted supplier
Vendor brand
Purchase Criteria
Image quality
Cost per page for service, supplier
Supplier needs to be on shortlist
End-user benefits
TCO : total cost of ownership
Service & support
Ease of SW updates
Outsourced solution
Network compatibility
June 2005 15
Q : What would be your 5 purchase criteria for new document output devices ?
Base : Total (1 238)
3
2
5
17
29
30
32
39
40
51
62
62
6366
Service and support
Network compatibility
Cost per page for service and supplies
Total cost of ownership
Main Purchase Criteria
Other
Image quality
End-user benefits
Ease of software updates
Trusted supplier
Lowest Price
Vendor Brand
Convenience of having the same supplier for all types of computer hardware
Supplier needs to be on shortlist of suppliers Outsourced Solution
June 2005 16
Base : Total (1 238) and Holland only (114)
32
39
40
51
62
62
63
66
25
55
49
70
65
54
56
41
Vendor brand
Lowest price
Trusted supplier
TCO
Service & support
Image quality
Network Compat.
Cost/page service, supplies
Europe Holland
Main Purchase Criteria : Netherlands
The French place even more importance on cost per page and network compatibility; they are unique in the high importance they give the vendor brand
1
2
3
3
3
June 2005 17
Document Management
Strategy
June 2005 18
Q : Does your organization have a document management strategy? (By document management strategy we mean all the formalized processes, methods and technologies employed to
handle documents throughout their lifecycle - from creation, review, storage, dissemination through to destruction - in ways that support an organization’s goals and objectives).
5%
34%
61%
YES
NO
Existence of a document management strategy
Don ’t know
Base : Total (1 238)
June 2005 19
Base : Total (1 238)
31
31
36
51
52
Existence of a document management strategy :Company Size
Micro(<10)
Medium(50-249)
Small(10-49)
Big(1000+)
Medium - Big(250-1000)
June 2005 20
Base : Total (1 238)
25
28
30
46
38
45
France
UK
Spain
Germany
Italy
Holland
Existence of a document management strategy :country
Dutch and Italian companies are twice as likely to have a strategy in place than are French or English ones.
June 2005 21
Q : Who is responsible for the document management strategy?
Base : total Respondants whose organization has a document management strategy in place ((total : 478)
7
1
2
8
10
11
35
37
40
Network Manager
Owner
CxO (CIO,CEO, CFO)
IT Manager
Facilities / Office Manager
Responsibility for the Document Management Strategy
Finance Manager / Director
HR Manager
Purchasing Manager
Other
June 2005 22
Base : total Respondants whose organization has a document management strategy in place. (total : 478, Holland : 62)
8
10
11
35
37
40
23
11
22
43
24
33Finance
Man/Dir
Facilities/office
man.
Network
Manager
CEO, CIO, CFO
Owner
IT Manager
Europe Holland
Responsibility for the Document Management Strategy : Main functions - Netherlands
June 2005 23
Bases : total Respondents whose organization has a document management strategy in place. (total Holland : 62, big : 29* )*caution small base
14
14
10
14
66
23
11
22
43
24
24
33Finance Man/Dir
Facilities/office man.
Network Manager
CEO, CIO, CFO
Owner
IT Manager
Hollandbig companies
Responsibility for the Document Management Strategy : Big Companies/NL total
June 2005 24
Document Management
Metrics :
what costs are
measured ?
June 2005 25
Q : Which of the following document management costs are measured within your organization ?
21
22
24
28
34
37
42
73
82
84
IT Infrastructure
Consumables
Maintenance
Initial device purchase price
Discounts
Document Management Metrics
Financing
Training
Base : Total (1 238)
IT Support
Worker Productivity
Helpdesk calls
% Yes
June 2005 26
21
22
24
28
34
37
42
73
82
84
21
31
31
56
32
56
40
75
11
11training
helpdesk calls
financing
worker productivity
discounts
IT infrastructure
IT support
maintenance
consumables
initial purch. price
Europe Holland
Document Management Metrics : Netherlands
Base : Total (1 238) and Holland only (114)
June 2005 27
Attitudes towards Document
Management
June 2005 28
Base : Total (1 238)l
My organization’s process for the purchase and use of consumables is efficient
Document management in the office is critical to the sucess of my organization
OODs contribute significantly to office worker productivity
Documents are of critical importance to the operationof my business processes
Attitudes towards Document
Management
The cost of owning, running and managing my organization’s fleet of OODs is spiralling out of control
My organization has complete management information on the costs of owning, running and supporting our fleet of OODs
Colour documents have a bigger impact on my organization’s day-to-day business than black and white documents
Supporting office output devices is an unwelcome burden to IT
June 2005 29
Q : To what extent do you agree or disagree with the following statements ? (OOD : office output devices)
Base : Total (1 238)l
8
22
27
39
53
61
71
78
My organization’s process for the purchase and use of consumables is efficient
Document management in the office is critical to the sucess of my organization
OODs contribute significantly to office worker productivity
Documents are of critical importance to the operationof my business processes
Attitudes towards Document
Management
The cost of owning, running and managing my organization’s fleet of OODs is spiralling out of control
My organization has complete management information on the costs of owning, running and supporting our fleet of OODs
Colour documents have a bigger impact on my organization’s day-to-day business than black and white documents
Supporting office output devices is an unwelcome burden to IT
% agree
June 2005 30
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)
65
74
75
76
83
90
Spain
Germany
Italy
France
Office output devices contribute significantly to office worker productivity
Holland
UK
% agree
June 2005 31
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)
59
64
66
77
78
80
UK
France
Italy
Holland
Documents are of critical importance to the operation of my business processes
Germany
Spain
% agree
June 2005 32
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)
40
45
55
67
76
66Germany
France
Italy
Spain
Document management in the office is critical to the success of my organization
Holland
UK
% agree
June 2005 33
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)
44
54
54
58
59
60
UK
Italy
Spain
Holland
My organization’s process for the purchase and use of consumables is efficient
Germany
France
% agree
June 2005 34
Cultural differences appear to play a part in the importance given to colour documents : the anglo-saxon countries seem to give less importance to colour than the Southern European countries, and Holland.
Base : Total (1 238)
25
31
42
45
50
52
Holland
Italy
France
Spain
Colour documents have a bigger impact on my organization’s day-to-day business than black and white documents
Germany
UK
% agree
June 2005 35
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)
20
22
25
26
31
42
Spain
France
Italy
Holland
My organization has complete management information on the costs of owning, running and supporting our fleet of OODs
UK
Germany
% agree
June 2005 36
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)
15
20
23
25
26
29
Spain
Holland
Italy
Germany
Supporting office output devices is an unwelcome burden to IT
France
UK
% agree
June 2005 37
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)
2
7
10
10
14
15
Holland
Italy
Spain
France
The cost of owning, running and managing my organization’s fleet of office output devices is spiralling out of control
UK
Germany
% agree
June 2005 38
Q : To what extent do you agree or disagree with the following statements ? (OOD : office output devices)
Base : Total (1 238) and Holland only (114)l
10
26
25
45
54
8
22
27
39
53
61
71
78
40
66
65
Europe
Holland
My organization’s process for the purchase and use of consumables is efficient
Document management in the office is critical to the sucess of my organization
OODs contribute significantly to office worker productivity
Documents are of critical importance to the operationof my business processes
Attitudes towards Document Management :NL compared to European average
The cost of owning, running and managing my organization’s fleet of OODs is spiralling out of control
My organization has complete management information on the costs of owning, running and supporting our fleet of OODs
Colour documents have a bigger impact on my organization’s day-to-day business than black and white documents
Supporting office output devices is an unwelcome burden to IT
% agree
June 2005 39
Conclusions
The installed base
• Almost all companies in this survey have at least 1 printer in the office, and 52% have an MFP
• Maintenance of document output devices is generally done by the same department, and even people, as the IT equipment.
The purchase process for DODs
• The main criteria for buying DODs are : cost per page for service & supplies, network compatibility, image quality and service & support. There are significant differences between the 6 countries.
• The Dutch place the most importance on TCO
• Half of the companies interviewed plan to purchase at least 1 printer, about 1/4 plan to buy an MFP and a scanner, but only 10% plan to purchase a standalone fax machine.
June 2005 40
Conclusions (2)
The importance of Documents and Document Output Devices
• A majority of company decisionmakers recognize the importance of
DODs in contributing to worker productivity and hence to the success of
the company
Document management Strategy
• Only 1/3 of all European companies actually have a document management strategy in place, although this is the case for half of the medium and big companies; the Dutch have the highest proportion of the 6 countries.
• Responsibility for the strategy is shared between the top CxO functions and the IT manager…when there is one; in big companies in the Netherlands the IT manager is most often the major decision-maker
• The only costs that are measured by a majority of companies are : the initial purchase price, consumables and maintenance costs, although in bigger companies IT support and IT infrastructure tend to be measured more closely (in Holland in particular).