1. Document Management Strategy Survey
Very happy to be presenting this study about this extremely important subject.
I am : VP Research of VNUGlobal Media, part of the BME publishing group.
Xerox Europe asked us to carry out this project using our webpanel of IT decisionmakers, a panel that has members across Europe.
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

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
Process
Criteria for purchase
Who makes decision
purchasing methods
Strategies
exist
metrics
who responsible
attitudes towards doc man

3. Methodology
On line survey of VNU ’s webpanel of IT decisionmakers in Europe
fieldwork : February 2005, by TNS
Sample : 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 +)
IT decisionmakers : all are involved in purchasing IT products, selected from among our more professional magazine readers (in Germany mostly PC Pro, but some PC Direct also)
TNS manages our panel, so they carried out the fieldwork- Feb
Quotas : to obtain minimum 30 per country in big companies

4. Sample : Countries France 291 UK 259 Spain 209 Germany 173
Italy Netherlands
Total
Here we have the samples per country; no sub-sample is smaller than 100, a minimum sub-sample to be able to look at specific questions per territory.
With this sub-sample of 114 (Holland), the reliability of any result is +/-8% (with a probability factor of 90%).
(result between 30 and 70 % is +/-8% , result under 30 and over 70 is +/-6 or 7% .)
With the total sample of (6-country), the reliability of any result is +/-2 or 3% (with a probability factor of 90%).

5. Sample : Company size (6 countries)
5- 10 employees
employees
employees
employees
By company size the samples are these which are roughly
42% under 50
33% :
25%
This is of course not close to reality since small companies represent much more than 40% (in Europe they represent 93%).
That is why, to get close to reality we weighted the data so that the responses of the big companies do not contribute too much to the total, thus skewing the results.
employees
Q : How many people work in your entire organization (including remote workers) ?
Base : Total (1 238)

6. Sample : Industry Sector
Technology
Public Sector (Government,
Education Healthcare)
Manufacturing
Utilities
Retail
This slide demonstrates that although the technology sector was well-represented, all types of industries were included in the survey.
This was a totally random result, we did not try to obtain more of any one industry.
Financial Services
Other
Q : What is your organization’s primary business ?
Base : Total (1 238) (unweighted sample)

7. Installed Base We

8. Installed Base 98 % 74 % 73 % 86 % 52 % None 1-5 6 or more
Q : How many document output devices are installed within your entire organization
(including remote workers) ?
Base : Total (1 238, weighted)

9. % Installed Holland/Europe
Base : Total (1 238) compared to Holland (114)

10. Maintenance of document output devices
Internal - IT Department
Office Equipment dealer/reseller
Outsourced
Internal - Someone else
System Integrator
VAR
Other
Manages
Supports
(Fix Breaks)
Q : Who in your organization manages and supports your document output devices ?
Base : Total (1 238)

11. Maintenance of document output devices : Netherlands
Internal - IT Department
Office Equipment dealer/reseller
Outsourced
Internal - Someone else
System Integrator
VAR
Other
Manages
Supports
(Fix Breaks)
Q : Who in your organization manages and supports your document output devices ?
Base : Holland (114)

12. Is IT and document output maintenance done by same people ?NO
YES
By Country
France : 92%
UK, Spain, NL : 90%
Germany : 87%
Italy : 82%
The only significant difference is in Italy.
Base : Total (1 238)

13. Purchase Criteria We

14. Purchase Criteria Network compatibility Image quality
Trusted supplier
Vendor brand
Convenience of having same supplier for all types of computer HW
Supplier needs to be on shortlist
Service & support
Outsourced solution
Cost per page for service, supplier
TCO : total cost of ownership
Lowest price
Network compatibility
End-user benefits
Image quality
Ease of SW updates

15. Main Purchase Criteria
Cost per page for service and supplies
Network compatibility
Image quality
Service and support
Total cost of ownership
Trusted supplier
Lowest Price
Vendor Brand
End-user benefits
Ease of software updates
Convenience of having the same supplier
for all types of computer hardware
Supplier needs to be on shortlist of suppliers
Outsourced Solution
Other
Q : What would be your 5 purchase criteria for new document output devices ?
Base : Total (1 238)

16. Main Purchase Criteria : Netherlands3 3 2 1 3
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
Base : Total (1 238) and Holland only (114)

17. Document Management StrategyWe

18. Existence of a document management strategy
Don ’t know
YES NO
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).
Base : Total (1 238)

19. Existence of a document management strategy : Company Size
Medium - Big
( )
Big
(1000+)
Small
(10-49)
Medium
(50-249)
Micro
(<10)
Base : Total (1 238)

20. 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.
Base : Total (1 238)

21. Responsibility for the Document Management Strategy
IT Manager
Owner
CxO (CIO,CEO, CFO)
Network Manager
Facilities / Office Manager
Finance Manager / Director
HR Manager
Purchasing Manager
Other
Q : Who is responsible for the document management strategy?
Base : total Respondants whose organization has a document management strategy in place ((total : 478)

22. Responsibility for the Document Management Strategy : Main functions - Netherlands
Base : total Respondants whose organization has a document management strategy in place. (total : 478, Holland : 62)

23. Responsibility for the Document Management Strategy : Big Companies/NL total
Bases : total Respondents whose organization has a document management strategy in place. (total Holland : 62, big : 29* )
*caution small base

24. what costs are measured ?
Document Management
Metrics :
what costs are measured ? We

25. Document Management Metrics
% Yes
Initial device purchase price
Consumables
Maintenance
IT Support
IT Infrastructure
Discounts
Worker Productivity
Financing
Helpdesk calls
Training
Q : Which of the following document management costs are measured within your organization ?
Base : Total (1 238)

26. Document Management Metrics : Netherlands
Base : Total (1 238) and Holland only (114)

27. Attitudes towards Document ManagementWe

28. Attitudes towards Document Management
OODs contribute significantly to office worker productivity
Documents are of critical importance to the operationof my business processes
Document management in the office is critical to the sucess of my organization
Colour documents have a bigger impact on my organization’s day-to-day business
than black and white documents
My organization has complete management information on the costs of owning,
running and supporting our fleet of OODs
The cost of owning, running and managing my organization’s fleet of OODs is
spiralling out of control
Supporting office output devices is an unwelcome burden to IT
My organization’s process for the purchase and use of consumables is efficient
Base : Total (1 238) l

29. Attitudes towards Document Management
% agree
OODs contribute
significantly to office worker productivity
Documents are of critical importance to the operation
of my business processes
Document management in the office is
critical to the sucess of my organization
My organization’s process for the purchase and use of
consumables is efficient
Colour documents have a bigger impact on my organization’s
day-to-day business than black and white documents
My organization has complete management information on the costs of owning, running and supporting our fleet of OODs
Supporting office output devices is an unwelcome burden to IT
The cost of owning, running and managing my organization’s fleet of OODs is spiralling out of control
Q : To what extent do you agree or disagree with the following statements ? (OOD : office output devices)
Base : Total (1 238) l

30. Office output devices contribute significantly to office worker productivity
% agree
Italy
Germany
Spain
France UK
Holland
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)

31. Documents are of critical importance to the operation of my business processes
% agree
Italy
France UK
Holland
Spain
Germany
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)

32. Document management in the office is critical to the success of my organization
% agree
Italy
France
Germany
Spain UK
Holland
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)

33. My organization’s process for the purchase and use of consumables is efficient
% agree
Spain
Italy UK
Holland
France
Germany
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)

34. Colour documents have a bigger impact on my organization’s day-to-day business than black and white documents
% agree
France
Italy
Holland
Spain UK
Germany
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)

35. My organization has complete management information on the costs of owning, running and supporting our fleet of OODs
% agree
Italy
France
Spain
Holland
Germany UK
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)

36. Supporting office output devices is an unwelcome burden to IT
% agree
Italy
Holland
Spain
Germany UK
France
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)

37. The cost of owning, running and managing my organization’s fleet of office output devices is spiralling out of control
% agree
Spain
Italy
Holland
France
Germany UK
Q : To what extent do you agree or disagree with the following statements ?
Base : Total (1 238)

38. Attitudes towards Document Management : NL compared to European average
% agree
OODs contribute
significantly to office worker productivity
Documents are of critical importance to the operation
of my business processes
Document management in the office is
critical to the sucess of my organization
My organization’s process for the purchase and use of
consumables is efficient
Colour documents have a bigger impact on my organization’s
day-to-day business than black and white documents
My organization has complete management information on the costs of owning, running and supporting our fleet of OODs
Supporting office output devices is an unwelcome burden to IT
The cost of owning, running and managing my organization’s fleet of OODs is spiralling out of control
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

39. The purchase process for DODs
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.

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).