Océ: Paper Work

Many companies and CEOs fail to appreciate the importance of efficient document process management. Joseph Rr Marciano, president and CEO of Océ Business Services, tells Jim Banks what effective document process management can do for businesses.

Joseph R Marciano has guided Océ Business Services in a significant expansion of the company’s client base and broadened its range of advanced document process services and technology, since taking the helm as president and CEO of Océ in March 2004.

What has made CEOs wake up to the importance of document process management?

Most CEOs have two immediate and urgent needs: improve business performance and reduce costs. Streamlining document management processes is a way to help meet both goals. With regard to cost reduction, companies spend an estimated 1–3% of their revenue on activities related to printing, copying, scanning and faxing. Because documents are central to effective operations, not managing them correctly can be costly.

"Documents are vital information assets that must be actively managed throughout their lifecycle."

Océ understands that documents are vital information assets that must be actively managed throughout their lifecycle – from creation through distribution, printing, storage and destruction – in order to maximise business value. This document lifecycle services approach is what makes Océ distinctive.

CEOs are waking up to this approach because they are seeing the business benefits. One of Océ’s clients, a major financial services company, stated in an interview with a major business publication that the company’s relationship with Océ has translated into millions of dollars in savings in the form of reduced production, distribution and postage costs.

CEOs also want to enhance business performance. To meet this need, as part of Océ’s document lifecycle services, the company offers solutions such as Océ MAX, its Six Sigma-based business performance management system. Océ MAX enables companies to successfully manage their document processes and outsourcing service providers.

One Océ client, which provides services to multiple federal government agencies, was inundated with rigorous compliance regulations. In partnership with Océ, the client deployed Océ MAX. The result was that each of the client’s three mid-level managers saved 15 hours per month while maintaining their reporting commitments.

What are the business advantages of improving document management?

There are several important business advantages. First, it’s important to note that in a survey by industry analyst IDC, half of the organisations surveyed rated their document management practices as less than effective. Addressing this performance gap was the driving force behind the creation of Océ document lifecycle services, which provide organisations with four key business advantages: increased document efficiency, greater business flexibility, access to new innovations and proven technologies, and improved cost control, while freeing working capital.

What common problems occur in document management, and how do they affect business performance?

A common problem is that many companies do not effectively manage their documents, which increases the risk of them being unprepared to meet compliance requirements and the demands of legal discovery.

Another problem is that companies often manage their documents in silos – email is separated from paper documents. This causes inefficiency. Knowledge workers spend an estimated 20% of their day looking for information in documents, yet half the time they are unable to find what they’re looking for. These and other problems can drain capital, impede employee productivity and reduce shareholder value.

What qualities make a good document process management services provider?

A good services provider has strong insight into a client’s business needs and specific industry requirements. Document output, distribution and management might appear similar across industries, but significant differences often exist. The extent of needs, their complexity and specific compliance requirements vary.

A good services provider also offers a comprehensive solution that manages documents as valuable assets from creation through to destruction. The ability to drive continuous performance improvement for clients is another hallmark of a good services provider.

Joseph R Marciano, president and CEO of Océ Business Services.