Abordarea externalizarii in industria IT:Studii de caz HP Romania

Bogdan PopescuCustomer Services Country ManagerHP Romania

BucurestiNoiembrie 2003

agenda

• Motorola case

• P&G case

• Transelectrica case

•Orange and Connex case

• A new service to be launched in Romania: Printadvantage

changing the way you look

at the IT products and

services

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: Motorolalocations: 12 countries in Eastern Europe, Asia and Middle East including Romania

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&Glocations: 56 countries including Romania

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

solutionLocal 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: Transelectricaheadquarter: BucharestMission: “Transelectrica is responsible for safe and efficient operation of the power system and the wholesale electric market.”

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 Orangeheadquarter: Bucharest

changing the way you look

at your printers !

PRINTADVANTAGE

(new in Romania)

:

most effective

printing costs

what percentage of companies don’t even know what they spend annually on printer acquisition and consumables?

70%

traditional customer

buying scenario

hardware supplies 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

hp printadvantag

e is a new kind of service

hardware supplies service

+ +

bring the sale of these three items into one

why printadvantage?

•eliminate price negotiations -buy a solution instead of products and services

Better cost control

No fixed assets

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.

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

beforeindividual invoicesgrowing print

environment

escalating purchase orders & invoices to

track

now

• one simple invoice to pay• summary report to track usage

INVOICE

• 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...

• 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:

• 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

print monitoring

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.

how does it work?

e-sp hardware (currently hp e-

pc)daily

e-mail

customer’s site“front-end”

hp intranet“back-end”

chip database

web-basedreportsused by

vas reception

Fire-wall

supply delivery

on-site printer maintenance

• 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 e-mail server that allows to send e-mails 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 printadvantag

e

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

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

• 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

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 FiorinaChairman & CEO

May 2002

“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