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Abordarea externalizarii in industria IT: Studii de caz HP Romania Bogdan Popescu Customer Services Country Manager HP Romania Bucuresti Noiembrie 2003.

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Presentation on theme: "Abordarea externalizarii in industria IT: Studii de caz HP Romania Bogdan Popescu Customer Services Country Manager HP Romania Bucuresti Noiembrie 2003."— Presentation transcript:

1 Abordarea externalizarii in industria IT: Studii de caz HP Romania Bogdan Popescu Customer Services Country Manager HP Romania Bucuresti Noiembrie 2003

2 agenda Motorola case P&G case Transelectrica case Orange and Connex case A new service to be launched in Romania: Printadvantage

3 changing the way you look at the IT products and services

4 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: Motorola locations: 12 countries in Eastern Europe, Asia and Middle East including Romania

5 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&G locations: 56 countries including Romania

6 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 solution Local 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: Transelectrica headquarter: Bucharest Mission: “Transelectrica is responsible for safe and efficient operation of the power system and the wholesale electric market.”

7 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 Orange headquarter: Bucharest

8 changing the way you look at your printers ! PRINTADVANTA GE (new in Romania)

9 : most effective printing costs what percentage of companies don ’ t even know what they spend annually on printer acquisition and consumables? 70%

10 traditional customer buying scenario hardwaresupplies 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

11 hp printadvantage is a new kind of service hardwaresupplies service ++ bring the sale of these three items into one

12 why printadvantage? eliminate price negotiations - buy a solution instead of products and services Better cost control No fixed assets

13 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.

14 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

15 before individual invoices growing print environment escalating purchase orders & invoices to track

16 now one simple invoice to pay summary report to track usage INVOICE

17 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...

18 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:

19 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

20 print monitoring

21 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.

22 how does it work? e-sp hardware (currently hp e-pc) daily customer’s site “front-end” hp intranet “back-end” chip database web-based reports used by vas reception Fire-wall supply delivery on-site printer maintenance

23 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 server that allows to send s 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 printadvantage

24  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

25  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

26 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

27 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 Fiorina Chairman & CEO May 2002

28 “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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