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Toshiba & HP
Reinventing a 15-year relationship
September 23, 2013

Bill Melo
VP, Marketing, Services & Solutions
Toshiba ...
Toshiba America Business Solutions
 Provide Document & Digital
Signage Solutions
 United States, Central & South

Americ...
About Me
 Vice President of Marketing, Services & Solutions
 Responsibilities include:
 All Marketing Functions
 GM of...
Some Important Things to Know About Our Business

 It’s Mature
 Hardware units flat

With less

 Print volume is declin...
Toshiba/HP BPO History
 15-Year
Relationship
 Staff Augmentation
 Call Dispatch
 Level 2 & 3

Hardware Support
 Level...
But…..
 Good was no longer
good enough
 We needed to do
more
 Support for new

initiatives like Digital
Signage
 Spani...
We issued a challenge
 To HP
 And 10 of their closest friends

 Issued an RFP in January 2012
 One year prior to contr...
Changing Our Thinking
 HP provided an excellent
response and easily advanced
through the process
 But, we weren’t quite ...
We needed to change our thinking too
 We opened up a new
dialogue
 We delayed the discussion on

how until we were cryst...
Working toward a better solution
 The new proposal included some
important changes
 Near-shore resources
 Relocation of...
HP Delivered
 Reduced Cost by 10%
annually
 Transition costs amortized

over the life of the contract

 Well Conceived ...
Summary
 We were compelled to re-think
our approach to supporting
customers
 Changing Industry Dynamics
 Customer Expec...
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Toshiba & HP: Reinventing a 15-year relationship

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This presentation provides an overview of HP’s 15-year relationship with Toshiba, and Toshiba’s re-thinking of their approach to supporting customers through their partnership with HP Enterprise Services. HP has grown from providing staff augmentation to being a partner in Toshiba’s efforts to face changing industry dynamics and customer expectations.

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Transcript of "Toshiba & HP: Reinventing a 15-year relationship"

  1. 1. Toshiba & HP Reinventing a 15-year relationship September 23, 2013 Bill Melo VP, Marketing, Services & Solutions Toshiba America Business Solutions
  2. 2. Toshiba America Business Solutions  Provide Document & Digital Signage Solutions  United States, Central & South America  Core Products & Services  Multi-Function Printers  Large & Medium Workgroups  Software & Services  Managed Print Services  Document Capture & Workflow  Security  Digital Signage Solutions  Content & Content Management  Displays  Managed Services www.toshiba-solutions.com
  3. 3. About Me  Vice President of Marketing, Services & Solutions  Responsibilities include:  All Marketing Functions  GM of Toshiba Managed Business Services B/U  Technical Support & Education  Background  10 Years at Toshiba  24 Years in the Document Imaging Industry  Ricoh  Hitachi www.toshiba-solutions.com
  4. 4. Some Important Things to Know About Our Business  It’s Mature  Hardware units flat With less  Print volume is declining  Intense margin pressure & competition  It’s Changing  Emphasis on solutions and software  Managed Services versus product sales  Growing international scope www.toshiba-solutions.com We have to do more
  5. 5. Toshiba/HP BPO History  15-Year Relationship  Staff Augmentation  Call Dispatch  Level 2 & 3 Hardware Support  Level 2 & 3 Software Support  Program Manager  HP performed well www.toshiba-solutions.com
  6. 6. But…..  Good was no longer good enough  We needed to do more  Support for new initiatives like Digital Signage  Spanish language support  Productivity Gains  Documented and Shared  We wanted a new type of relationship www.toshiba-solutions.com
  7. 7. We issued a challenge  To HP  And 10 of their closest friends  Issued an RFP in January 2012  One year prior to contract’s end  Phase 1:  Down select to 5  Phase 2:  Down select to 2  Selection in October  Transition scheduled for 4Q ‘12 www.toshiba-solutions.com
  8. 8. Changing Our Thinking  HP provided an excellent response and easily advanced through the process  But, we weren’t quite getting what we wanted  A few important things happened:  We were frank  Productive dialogue  We discovered that:  While we knew what we wanted  Our RFP didn’t necessarily reflect that www.toshiba-solutions.com
  9. 9. We needed to change our thinking too  We opened up a new dialogue  We delayed the discussion on how until we were crystal clear on what  SLAs  Scope  Cost  Gain Sharing  What we wanted was to buy an outcome and not a specific implementation www.toshiba-solutions.com
  10. 10. Working toward a better solution  The new proposal included some important changes  Near-shore resources  Relocation of personnel  that presented challenges  Retaining formal and tribal knowledge  Short time frame to execute  but the rewards were worth it  Lower cost  Better coverage  Spanish language support  Knowledge base and ticketing software www.toshiba-solutions.com
  11. 11. HP Delivered  Reduced Cost by 10% annually  Transition costs amortized over the life of the contract  Well Conceived and Delivered Transition plan  Seamless transition  Retained Associate Knowledge  Implemented new case management and knowledge base solution www.toshiba-solutions.com
  12. 12. Summary  We were compelled to re-think our approach to supporting customers  Changing Industry Dynamics  Customer Expectations  Aligning strategy with those who execute it was initially a challenge  When we did, however, the results were great  Thanks to the HP and Toshiba teams that made it happen www.toshiba-solutions.com
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