Manpower - Employers - Case Studies

How Manpower helped Xerox cut costs and improve customer service

The Challenge

To meet its declared aims to be constantly reviewing costs without compromising its status as the global quality brand leader by meeting its commitments to customers, Xerox started to examine its service delivery.

Although Xerox had existing relationships with a number of Third Party Maintainers (TPM's), few had the ability to build on the company's own engineering capability.

Xerox's key requirement therefore was for a quality supplier that could enhance Xerox's internal capability, with a fixed price, national solution. Financial stability and a proven consistent service delivery record were also high on the agenda.

The Solution

The contract between Manpower and Xerox covered the scope of the managed service agreement, including definitions of performance reviews, customer complaint procedures, details of products covered and agreed training parameters. A focus of the contract is a detailed Service Level Agreement (SLA) on 12 measurements.

Response time is a critical measurement in the Office equipment industry and features strongly in the SLA. Cost of Materials and Broken and Repeat calls are also agreed and contracted to.

For Manpower the first steps in the project were recruiting copy industry experts, then training Schedulers and Engineers.

One of the most complex parts of the handover was ground planning the machines from Xerox to Manpower controlled territories.

Manpower was set up as a separate "Xerox" region within the Xerox systems. Each individual copier covered by the agreement had to be transferred, together with the Engineers covering the area. This was accomplished in 3 equal stages spread over nine months.

Manpower representatives attended every Xerox transition meeting with a briefing pack containing question and answer sessions. The majority of issues were then handled on a face-to-face basis. A helpline was set up to provide for those unable to attend meetings.

A feature of Manpower's Service Delivery Management is the mobility of the managers involved. The Operation Managers Manager is based in the Field Services Headquarters in Eastleigh, Hampshire together with a team of 16 Schedulers. The Service Delivery Managers are Field Based, spending the majority of their time with the Engineers on the road.

In Manpower's experience one of the critical factors to ensure successful implementation was the appointment of a single Project Manager for each partner. As there are always multiple constituencies involved there is not a time for management by committee.

It is also essential that employees on both sides at ALL levels make certain that the Project Owners are at least copied in on all communication related to the migration.

For Xerox the Service Partner Contract Manager and for Manpower the Xerox Operations Manager were the two respective Project Owners.

Manpower Schedulers scan screens on the Xerox Scheduling system (FWSS) receiving calls direct from their European Contact Centre. Customers calling to log problems with their Xerox machines are given an estimated time of arrival within 30 minutes of placing the call.

Schedulers administer Engineer availability and plan the workload using a skill matrix and an electronic road atlas.

Xerox Service Level Agreements range from 1 hour 40 minutes to 6 hours. Schedulers also need to refer to Tailored Service Notices to take account of special service requirements agreed between Xerox and their Customer.

Analogue copiers (around 30 copies per minute) were first to transition, followed by the current Digital systems. These multifunctional systems include fax & printing capability and are usually networked. Digital Copiers / Fax / Printers now represent 45% of the Manpower Xerox Contract.

Result

Xerox customers have said that they now see an engineer more quickly and their system is more likely to be fixed more quickly.

The focus of the Partnership is not just on cost reduction but also on improvements in customer service which are constantly reviewed at meetings between Manpower and Xerox representatives.

By measuring all performance data and engineer availability and making this information available direct to Service Delivery managers the following day, issues that could increase the cost per call are not allowed to escalate.

One example is Mobile Phone Billings. Service Delivery Managers have access to billing via an Intranet connection and are able to spot out of pattern usage and react quickly.

Service Delivery Managers receive their own Operating Statements and together with receiving fresh performance data are able to react to issues that could increase cost. Expenditure ownership close to the front line is a key factor in reducing cost.

Other benefits Manpower has bought to the partnership are those resulting from an existing National Engineer Infrastructure, the Branch Network and Large Project Experience.

Since the transition Xerox have seen a 15-18% reduction in costs; and over 10% increase in productivity.

Xerox Service Partner & Logistics Manager Sandy Menzies summed up the Manpower partnership as follows:

"By Partnering with Manpower Managed Services Xerox UK has been able to effectively transition its highly seasonal 'Office' Products workload to a more flexible workforce, gaining both productivity and cost per fix benefits, whilst maintaining the high quality of performance our customers demand. But the biggest benefit is for our customers, who see an engineer more quickly."

Hugh Piper, Divisional Director Field Services:

"One of the key benefits off the Digital revolution in office and retailing equipment is similarity between the various "Beige Boxes". By focusing of Training & Development, we are looking to develop multi skilled Technicians improving flexibility for our clients."

Background to Manpower

Manpower is the UK's leading recruitment and staffing specialist. The company was established in the UK in 1956 and is best known for its presence on the High Street, with 3,900 offices globally and over 300 in the UK. Manpower has played a leading role in shaping the recruitment market and developing the role of flexible work, which is today recognised as a key factor in business competitiveness and economic success.

Manpower found that organisations often viewed technology in isolation of other business processes, because it often grows and changes independently from these. Manpower believes that as technology develops, so must the people and HR systems that use and maintain it. This constant need for change and innovative methods of organising business functions led to the creation by Manpower of a specialist Field Services division.

Manpower Field Services has 15 years experience in providing technical solutions covering everything from on-site technical service engineers to full end-to-end outsourcing.

Outsourcing is often the result of an internal re-organisation or re-engineering. When human emotions are fragile, it is essential that the outsourcing partner is sensitive to this climate and is experienced in addressing all the issues that organisational change can produce.

Manpower's prime product is a managed service. The Operation Manager, Service Delivery Managers, Schedulers, Technicians, Telephony and Equipment are all employed or supplied by Manpower thereby taking on employer liablity and reducing client risk.

To return to the Case Studies menu click here