Brian Healy
Market Development Manager, Ricoh

Nancy Richards-Marshall
Market Development Manager, Ricoh

Presentation:

"Selling Change to Customers: An ADKAR Case Study"

The print and imaging industry has undergone significant changes over the last 5 years as a result of an increase in customer demand for managed services. The ability to offer a comprehensive set of Managed Print Services (MPS) has become a major source of competitive advantage for companies in what was once a largely hardware and consumables-based industry. Customers want to partner with a vendor who can help reduce the total number of print devices & volume in order to drive down costs and reduce environmental impact, assist in driving the remaining output volume to the most efficient and cost effective systems, and find ways to optimize the delivery of information through electronic rather than paper-based document management. Although there are many benefits associated with MPS, it also entails a significant change in end user habits to help accomplish the above mentioned goals.

Ricoh Corp. realized that a successful Managed Print Service offering should include a proven methodology for addressing organizational change, not only in a technical sense but from an end-user point of view. They found that the ADKAR methodology was precisely what was needed to fill the gap in providing technology-based services to their customers. Ricoh's presentation will center on how ADKAR change management is implemented as a service to their customers, thereby helping to significantly increase end-user adoption rate of new technology and processes, and achieve their customer's goals related to Managed Print Services.
 

Biographies:

Brian Healy
Brian Healy has been working in the print and imaging industry for the past 15 years, specializing in consulting services. He has worked with Ricoh Corp for 10 years in the areas of Document Management consulting, Project Management, and Business Development, and is currently the Manager of Market Development in the Strategic Marketing Division of Ricoh Americas Corp., helping to develop Ricoh's global Managed Document Services program.

Nancy Richards-Marshall
Working with Ricoh for more than 8 years, Nancy Richards-Marshall brings together the disciplines of Project Management, Records Management, Information Architecture and Change Management to provide Ricoh customers with a complete spectrum of best practices. She has demonstrated enterprise level deployments in the various sectors of Government, Health Care, and fortune 500 organizations. In each of these environments, Change Management has been the underlying key to successful implementations of software, hardware, and business process improvements to meet organizational initiatives.

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