Abordarea externalizarii in industria IT Studii de caz

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

• Motorola case • P&G case • Transelectrica case agenda • 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 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) at a glance: name: Motorola locations: 12 countries in Eastern Europe, Asia and Middle East including Romania results • Economy of scale, cost reduction • Consistency in remote support, on-site support and operation.

Procter and Gamble Procter & Gamble IT support success story 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) at a glance: name: P&G locations: 56 countries including Romania results • Economy of scale, cost reduction • Consistency in remote support, on-site support and operation.

Transelectrica challenge • IT infrastructure solution success story 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 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. ” 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

Preventel Solution Fraud Management solution success story 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 at a glance: name: Mobi. Fon and Orange headquarter: Bucharest results • high-availability, high-performance and scalable solution • 400 users • Millions of records

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

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

• they chose and purchase traditional customer buying scenario • they purchase supplies separately all of these stages are usually discrete of • they chose and purchase services and disconnected different levels processes + hardware printers + supplies service

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

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

no. the cost for each component is competitive with the lowest prices in but does it cost more? the market. so customers get a fully-integrated service, with priority-level support, at no extra cost….

imagine you need to drive a car for a year -and you receive a new approach the latest model to drive all the fuel required (delivered to you) year-around maintenance all replacement parts . . . everything provided from one reliable source

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

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

1. hp printer technology including multi-functional devices and associated products hp printadvantage includes. . . 2. hp supplies (ink and laser) one order, delivered through the year 3. hp maintenance and support (included) 4. reporting on usage of each printer 5. optional: training installation and other services 6. over: 3, 4, or 5 year term

• on-site hardware support hp provides labor, parts and travel to maintain services include: • prepare new proposals in under 10 minutes products • credit approvals in minutes • supplies delivery it for you • no credit risk as HP takes • hp will pay withincartridges within HP delivers 7 working days, guaranteed • multi-vendor financing, including hardware, 24 hours services software and • reporting on usage • optional installation, health checks, etc.

• easier to control … usage data for allocating costs and planning remarkably simple • easier to plan and budget … predictable level payments • easier to support … “one call” customer care line for support, questions and to reorder supplies

print monitoring

what is it? supported printers: networked Laser. Jet printers • a tool which daily collects pro-active supply delivery consumable usage and • printer maintenance for hp configuration data not supported printers: from printadvantage customers. networked Laser. Jet printers. business inkjet and designjet are not yet included.

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

• customer needs to have all their printers reachable via their intranet and this needs to be based on 10/100 ethernet customer requirements for printadvantage • 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.

hp printadvantage lets you key points to consider 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

You can focus on your core key points to consider business -- instead of processing purchase orders and invoices. It‘s an easy way to keep up with technology, using predictable, fixed monthly payments.

• pro-active maintenance & supply replenishment ensures continuous printing providing peace of mind benefits for the customer • no spare supply needed • simplifies the interaction between customer and hp • gain information about printer usage for optimization - average page count - color vs. b/w usage

“Passion for customers can be as distinct a competitive advantage as any technology that we can ever sell. passion for customers – a core value of the new hp 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

“Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity” Charles Mingus “We’ve done it before and we’ll keep on doing it …”