Xerox India Ltd 0000 Multifunction Devices in Office Environment

MULTIFUNCTION DEVICES IN OFFICE ENVIRONMENT AT XEROX INDIA LTD.PROJECT REPORT (2008) Submitted for the partial fulfillment of the requirement for the award Of Post Graduate Diploma In Management SUBMITTED BY: VIJAYENDRA PRATE SINGH Under the supervision of External: Mr. Rajeev Mehra Internal: Ms. Gnajan Aggrawal INSTITUTE OF MANAGEMENT EDUCATION, SAHIBABAD Department of Management DECLARATION I hereby declare that the project repot entitled “MULTIFUNCTION DEVICES IN OFFICE ENVIRONMENT” Submitted for the post Graduate Diploma in management is my original work and the project report has not formed the basis for the award of any degree, diploma, associateship, or other similar titles. 2 ACKNOWLEDGEMENT With deep sense of pleasure and satisfaction we complete this project on “ Multifunctional Devices in the Office Environment” and take this opportunity to thank Mr.Rajeev Mehra, Operations Manager, Xerox India Ltd., whose inestimable support rendered it possible. We also express my deep sense of gratitude to my guide Mr. Nawajish Ali, Territory Manager, Xerox India Limited , under whose guidance we have been able to complete this study. We also wish to thank all the Executives and the team members of Documentations “ Xerox India Ltd”, in particular to Mr. Ajit Chaudhary, Mr.Saurabh Bhargawa, Mr. Waqar , who were immensely co-operative through out our tenure with them. We would like to extend my heart felt thanks to Dr. H. P. Gupta, Executive Director, Ms. Gunjan Aggrawal, Faculty, OF Institute of Management Education, Sahibabad whose invaluable guidance became a tremendous source of inspiration and helped us in completing the project study. Last but not the least, we would like to thank my parents whose blessings, cooperation and guidance inspired me to complete this task easily. (VIJAYENDRA PRATE SINGH) Management Executive Trainee Institute of Management Education Sahibabad 3 It’s a US based multinational company which manufactures and sells a wide variety of office and production equipment including photo copiers. With this topic I have to conduct a marketing reseach in NOIDA region. multifunction printer. We have done our summer training in XEROX. The reseller questionnaire gives the information that what should company do to increase number of resellers and how to maintain its distrbution channel. Xerox Phaser printers. The corporate questionnaire gives the information about the future requierment of the companies. It also give the idea about how many companies know about xerox product range and its functions. As a multinational company XEROX want to increase its marketshare in INDIA. Under the guideline given by company I have prepared a questionnaire for the corporate and another questionnaire for the resellers. Companies are applying different marketing strategies to gain profit & to sustain into the market for long run. 4 . To acomplish this task XEROX has provided a project title which named as “MULTIFUNCTION DEVICES IN OFFICE ENVIRONMENT ”.The company name is so much famous that it is generlies among the people in INDIA like SURF & DALDA.ABSTRACT In the current era each company want to increase its market share as a result there is a huge competition between the companies. because if a compny want to increase its marketshare then company should maintain proper channel network to easly reach end customer. Introduction Need of study No one can be a competent person in the absence of particular exposure. multifunction devices. Earlier XEROX was dealing only with heavy duty machine like photocopier and printer. manufacturing industries etc. In order to become a perfect manager in near future I was also required to apply of my learning in actual practice. The most important of all activities is keeping an eye on the market and how company can increase its market share. Now they have entered into the small office and home segment product like small printer and multifunction devices and right now company have 10% market share in INDIA. laser printer into the market. printer. The company is facing the cut through competition with the HP and other companies like CANON. Noida which is big industrial place and there are so many corporate houses most of the corporate office deal with the IT industry and other industries like export. these all office are computerized so there could be the huge demand for the IT product like S/W. SAMSUNG EPSON etc. Except that LASER technology introduced by XEROX. theories he has gone through. irrespective of how many books. As I mention above that XEROX deal with only LASER equipment and in the market there are many companies available who are doing there business and among them HP is a big player in the small scale printer. Company was more focused on corporate sector and in photocopier they are the market leader. scanner etc. Now company is trying to setup a strategy for these products and increase its sells. So it is big challenge for the XEROX that how company can penetrate the market share of HP. copier. XEROX has categorized its products & they produce only LASER printers it has to compete with both inkjet. 1 . These companies providing lowest range product & companies are producing both LASER & INKJET printers which are available in market at the cheapest rate. To find out that what could be the future requirement of the companies for these products and what improvements they want in these products. 2 .After considering all these factors XEROX decided that there is need for market research in the NOIDA electronic city. XEROX is trying to know that what factors companies consider when they buy these products. (2) The image of a document is exposed on the surface. After the photoconductive surface is cleaned. If u are not using. It electrostatically adheres to the positively charged image area making a visible image. Inkjet Laser 1. Life of Printer Speed Ink Print Quality Running Cost Basic Xerography (1) a photoconductive surface is given a positive electrical charge (+). Technology wise if we see than Laser printers are better than the Inkjet printer but price of the Inkjet printer is very cheap so for a personal uses customer always preferred Inkjet printers.5 to 2 year 3 to 3. (3) Negatively charged powder is cascaded over the surface. That’s where Xerox is facing problem because right now customers don’t know about the benefits that they can get from a Laser printer. is better than Inkjet tech. (5) The negatively charged powder image on the surface is electrostatically attracted to the positively charged paper.5 year Slow (PPM) Faster (PPM) In a liquid form which can Powder form remains same dry.Background Xerox deal with only Laser printer. (4) A piece of plain paper is placed over the surface and given a positive charge. which remains unexposed and charged. As we know that Xerox introduced laser technology so if there is any development will be made it will help customer only. COMPARISON BETWEEN INKJET AND LASER PRINTER Characteristics Avg. for a long period of time Normal Best Higher Lower 3 . the process can be repeated. This causes the charge to drain away from the surface in all but the image area. (6) The powder image is fused to the paper by heat. In is part of chapter we will discuss about the photocopier and printers and what is difference between Inkjet and Laser technology and how Laser tech. They have now been replaced by high speed laser printers. They were never used with personal computers due to their operating system. high print speed and low cost per copy. They have an excellent all round printing capabilities from black and white to color prints. Impact printers are basically of two types’ letter quality printers and dot matrix printers. These printers were the fastest in impact printers and were used for bulk printing in large computer centers.About Printer A computer printer is a device that produces human readable text or graphics in electronic form. They are similar to typewriters and have a limited capacity for reproducing text. Inkjet printers are widely used at homes and by small business users. A daisy wheel printer is a specific type of printer where the type is molded around the edge of a wheel. The most common example of toner based printers is laser printers. 4 . Another fine example of toner based printer would be LED printer which uses an array of LED’s instead of a laser to cause toner adhesion. They refer to the method used to adhere to the media. • Line Printers: Line printers print an entire line of text at a time. Inkjet printers are comparatively much slower than laser printers. Another disadvantage of inkjet printer is that the pages take a long time to dry before they can be actually handled. A computer printer is a device that produces human readable text or graphics in electronic form. They are known for high quality prints. Their cost effective benefit has made them dominant for home and office applications. The following printer technologies are found in modern printers • Toner based printers: Toner based printers are very similar to photocopiers. • Inkjet Printers: Inkjet printers are cheaper than laser printers but they are expensive to run as their cartridges need to be frequently replaced. • Impact Printers: Impact printers rely on a forcible ink to transfer ink to the media. Inkjet printers ensure high resolution photo prints offering high quality photographs. laser printer. WYSIWYG word processor. 1996 April . for US$12. and software for combining text and graphics in the same document. in hopes of their developing application support for it. 1990 .Hewlett-Packard begins shipping the HP LaserJet 5 line of laser printers. 1986 Jan .000. capable of printing 20. 100. and Aldus.Apple Computer introduces the LaserWriter Plus printer. Many features that were developed on the Alto are incorported.Hewlett-Packard introduces the LaserJet laser printer. 5 . 1992 – Fall Hewlett-Packard introduces the HP LaserJet 4 laser printer.Apple Computer introduces its first color laser printer. 1985 . 1984 . 1993 .Hewlett-Packard's introduction of the LaserJet IIP breaks the US$1000 street price barrier. The 600x600 dpi printer comes with 12 MB of RAM. the computer is not a commercial success.IBM introduces the IBM 3800 laser printer.Xerox unveils the Star 8010. and costs about US$7. 1993 June . During its lifetime.000 units are produced. 1981 May .Apple Computer releases the Apple LaserWriter laser printer. At a starting price of US$16-17. Ethernet.Gary Starkweather. for US$3.Apple Computer gives LaserWriter printer prototypes to Lotus Development.600.499.QMS introduces the ColorScript Laser 1000 color laser printer. 1979 . New York. Smalltalk language. featuring 300dpi resolution. Microsoft. mouse. 1995 June .000 lines per minute. uses a Canonbased engine. at Xerox's research facility in Webster.Hewlett-Packard introduces the LaserJet 4ML laser printer. at the National Computer Conference.000. It includes a bitmapped screen.History of the Laser Printer 1969 . the Color Laser Printer 12/600PS. 1984 . demonstrates using a laser beam with the xerography process to create a laser printer. Chairman & CEO Ursula Burns. A $16 billion company. Digital systems include color and black-andwhite printing and publishing systems. Xerox provides the document industry's broadest portfolio of offerings. speed and adaptability. President Larry Zimmerman.9 billion USD (2006) ~53.such as social responsibility. Company Mission System Company strategic intent is to help people find better ways to do great work -. New York Anne M. Xerox also offers associated software. and building Web-based processes for personalizing direct mail. analyzing how employees can most efficiently share documents and knowledge in the office. operating in-house print shops or mailrooms.Company Profile Type Founded Headquarters Key people Industry Products Revenue Employees Public (NYSE: XRX) Rochester. New York. The company's operations are guided by customer-focused and employee-centered core values -.700 (2006) Xerox Corporation (NYSE:XRX) is the world's leading document management technology and services enterprise. brochures and more. copiers and fax machines. Connecticut. invoices. USA (1906) Stamford. diversity and quality -. products and services that improve our customers' work processes and business results. laser and solid ink network printers. 6 . paper and ink. support and supplies such as toner." multifunction devices. USA Offices in Rochester. Xerox's services expertise is unmatched and includes helping businesses develop online document archives. Mulccahy.by constantly leading in document technologies.augmented by a passion for innovation. CFO Document Services Computer Peripherals Digital Imaging Printers $15. digital presses and "book factories. XEROX Values Since company inception. 7 ." multifunction devices. copiers and fax machines. digital presses and "book factories. and building Web-based processes for personalizing direct mail. company has operated under the guidance of six core values: • • • • • • We succeed through satisfied customers. We use technology to develop market leadership. invoices. Digital systems include color and black-and-white printing and publishing systems. analyzing how employees can most efficiently share documents and knowledge in the office. operating in-house print shops or mailrooms. We value and empower our employees. Xerox also offers associated software. We require premium return on assets. Xerox's services expertise is unmatched and includes helping businesses develop online document archives. paper and ink. support and supplies such as toner. We deliver quality and excellence in all we do. It provides the document industry's broadest portfolio of offerings. brochures and more. laser and solid ink network printers. We behave responsibly as a corporate citizen. Business Xerox Corporation is the world's leading document management technology and services enterprise. 8 . multifunction devices etc. so over job is to find out those company those who have future requirement for these product and what quantity is required. It also provides the current market share of the company in NOIDA. This final report gives the idea that how XEROX can increase its distribution network. Actually in the current business environment there huge demand for the IT products like printer. On the other hand I meet with the reseller and what problem they are facing by selling the XEROX product. So through questionnaire I tried create the lead for the company that what kind of products companies needs. It will provide an intense idea to company how to make it self most demanded product by the resellers through solving the all the problems what reseller are facing in today’s competitive market.Scope of Study This project will give the idea to XEROX that what strategies should be needed to promote its products. S. plain-paper office copier. 1961 Haloid Xerox Inc. changes name to Xerox Corporation.Y. 22. the technology that revolutionized the world of imaging. Chester Carlson. is announced. The word "Xerox" is trademarked.Y. patent No. 2. the first automatic. 1938 Chester Carlson makes first xerographic image in his lab in Astoria. inventor of xerography. is introduced.. 1960 Research and Engineering Center is established in Webster. Success Ladder of XEROX 1906 The Haloid Company is founded in Rochester. in New York City Oct. 1948 Haloid and Battelle announce development of xerography. 1958 The Haloid Company changes name to Haloid Xerox Inc. the Model A. N. of Columbus. 8. 1942 Carlson receives U.Review of Literature In this section the project will show the Xerox organization structure its sales and distribution channel.691 on Oct. articles. 1947 Haloid acquires license to Chester Carlson's basic xerographic patents from Battelle Development Corp. 6 for electro photography. to manufacture and sell photographic paper. Queens. 1949 The first xerographic copier. 1959 The Xerox 914. Haloid purchases all worldwide patents on xerography from Battelle Memorial Institute.297. N. is born in Seattle. other major player in this field and the comparative analysis with the Xerox product. Ohio. 9 . Feb. a subsidiary of Battelle Memorial Institute. later called xerography. Y. first commercial use of a mouse. 1977 The industry's first laser printer. U. with innovations including the first what-you-see-is-what-youget editor. 10 . Its commercial descendant was the 8010 Star.demand market. 1974 Xerox Research Centre of Canada in Mississauga. Ontario. and bit-mapped display. opens.1969 Xerox moves its corporate headquarters from Rochester.. graphical user interface. field service on the machine is to continue. 1973 Xerox PARC invents prototype of the world's first personal computer. to Stamford. 1988 Two-millionth Xerox copier is produced. Electrostatic printing is introduced. N. 1990 DocuTech Production publisher first digital copier/printer. invented printon.K. the Xerox 9700 (code-named Dover) is announced. the Alto. 1986 Xerox Research Centre Europe (formerly Rank Xerox EuroPARC) opens laboratory in Cambridge. 1975 Xerox agrees to license existing xerographic patents. 1982 Inaugurated the 10 Series copiers. 1983 Large-format digital color printing is introduced. Calif. 1976 Last Xerox 914 order is taken. the industry's first to use built-in microcomputers with a low bandwidth Ethernet as the communications interface. 1970 Xerox Palo Alto Research Center opens in Palo Alto. The Xerox 50 Series of copiers is launched to recognize 50th anniversary of xerography. Conn. Xerox continues to embed relevant PARC technology into its offerings. expands and more than quadruples its production capacity. Xerox joins Microsoft and others as a founding sponsor of the Information Work Productivity Center at MIT. Document Sciences Corp. flat panel display screens developed at PARC. production color controller (DocuSP™) and production color (DocuColor production color (DocuColor iGen3™ Digital Production Press).. Xerox transforms its office product neup. 2000 Xerox acquires Tektronix Inc. the center is to study how organizations can take advantage of technology to increase productivity.Y...1991 5775 color copier printer . About 5. with 17 new products and five product platforms: office color (Phaser® printers)..'s Color Printing and Imaging Division for $925 million. N. a Xerox technology spinoff company. is acquired for $415 million. 1996 Xerox creates dpiX as a wholly owned subsidiary to manufacture and market highresolution. France 1995 Xerox ColorgrafX Systems formed. leads Xerox into the graphic arts industry. an information technology services company.first digital Xerox color system 4850 highlight color printer launched delivering black + one color printing for the cost of monochrome with TriLevel Xerography. renamed Xerox Connect. Digital imaging and repository services facility in Hot Springs. goes public 1998 XLConnect Solutions Inc. manufacturing facility. The biggest anechoic chamber in t he Western Hemisphere opens in the Xerox Webster. chemical toner (EA technology). Launch of the next-generation DocuColor 2000 Series of digital color presses. 2003 Xerox Copier Assistant software launches. office black-and-white (Document Centre® digital multifunction systems). Ark. which makes it easier for people who are blind or visually impaired to operate a digital copier. as a wholly owned Xerox research company. DocuColor 2240 launched featuring chemical (EA) toner for improved cost and performance 2002 marks Xerox’s most i significant product launch year in a decade. 1993 Rank Xerox Research Centre (now Xerox Research Centre Europe) established in Grenoble.000 are sold in the next two years. 2002 Xerox incorporates Palo Alto Research Center Inc. unveils 21 new and enhanced CopyCentre 11 . or licensing or selling them to other entities.office copiers. 2004 Xerox receives "Basey Award" for Categorizer Software from XRCE Xerox Awarded First-Ever innovate in France Award 2005 Wall Street Journal' Honors Xerox Technologies 2006 Xerox EA Toner Earns CQIA Innovation Gold Prize IEEE Technology Sensor Award 2003 IEEE Corporate Innovation Award Xerox consistently builds its inventions into business by embedding them in superior Xerox products and solutions. 12 . WorkCentre copierprinters and WorkCentre Pro advanced multifunction devices Xerox Corporation received the 2003 IEEE Corporate Innovation Recognition award for its pioneering work that created the DocuTech product line and resulted in the $30 billion print-ondemand industry. using them as the foundation for new businesses. De Lima Development Marketing Operations Jean Noel Machon Office of the General Counsel Don Liu Xerox Office Group Russell Peacock President Ursula Burns Xerox Innovation Group Sophie Vandebroek Human Resources Ethic Patricia Nazemetz Production System Group Quincy Allen Xerox Information Management John McDermott Marketing Operations Mike Mac Donald Global Accounts Tom Dolan Corporate Strategy/Alliances Eric Armour Xerox Strategic Services Wim Appleo 13 .XEROX ORGANIZATIONAL STRUCTURE Xerox Global Services Stephen Cronin Finance Larry Zimmerman Xerox North America Jim Firestone Chairman & CEO Anne Mulcahy Xerox Europe Armando Z. 800 Total Revenue Net income (Loss) Diluted Earnings/(Loss) per Common Share* Common Shareholders of Record at Year-End Employees at Year-End * These values are for continuing operations 14 .210 $1.70 1 $978 $0.22 40.017 55.100 2002 $15.200 2004 $15.300 67.02 57.72 2 $859 $0.Major Locations—International Administration United Kingdom Brazil Canada India Russia Middlesex Uxbridge Rio de Janeiro Toronto Gurgaon Moscow Manufacturing.152 58.70 1 $360 $0. Engineering and Assembly Brazil Canada Egypt India Ireland Mexico Netherlands United Kingdom Research Center Canada France United Kingdom Mississauga Grenoble Welwyn Garden City (Development Centre) Manaus Mississauga Cairo Rampur Dundalk Nogales Venray Mitcheldean Salvador Oakville Dollars in millions.84 9 $91 $0.94 53.100 2003 $15.372 53.326 61. except per-share data 2006 $15.36 56.89 5 $1.86 55.700 2005 $15. S. USSG primarily serves large enterprise customers through its geographic and industry-focused business units like the graphics arts industry. The list is published in April. Xerox North America Xerox North America markets. systems integrators and the Web. a unit of GE Commercial Finance. corporations. It was created in 2002. billing and collections for Xerox customers in the United States.S. agents.S. How Xerox Sells: Customer Operation and Sales Channels Xerox systems and services are sold through a variety of channels. inside sales. supplies and services to businesses of any size throughout the United States and Canada. including direct sales. Xerox Capital Services manages order processing. which includes commercial printers. resellers. Xerox Capital Services LLC is a joint venture company owned by GE Vendor Financial Services. quick printers and similar businesses. reflecting revenues from the previous calendar year. The organization includes the following: U. lease administration. 15 . and Xerox Corporation. sells and supports the entire Xerox portfolio of products. concessionaires. based on company revenues for the year cited. Solutions Group sells Xerox office and high-end products and solutions directly to customers throughout the United States. Solutions Group The U.Rank among the Fortune 500* Year 1962 1963 1964 1965 1966 1967 1968 1969 1970 1971 1972 Rank 423 294 227 171 145 126 109 71 60 52 40 Year 1973 1974 1975 1976 1977 1978 1979 1980 1981 1982 1983 Rank 41 41 39 40 39 36 40 38 42 38 38 Year 1984 1985 1986 1987 1988 1989 1990 1991 1992 1993 1994 Rank 38 38 40 32 34 22 21 22 22 21 22 Year 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 Rank 41 51 72 63 87 109 120 116 130 132 * Data above show Xerox's rank in Fortune magazine's annual list of the 500 largest U. office and warehouse facilities. with more than 9. XRCC and the Inside Sales operations. Xerox Canada sells through other channels such as resellers. Cameron Hyde Corporate Vice President President. agents. as well as workgroup fax and multifunction devices. The North American Reseller Sales group provides a range of programs designed to help independent value-added resellers and direct-response partners worldwide grow their business with Xerox color and black-and-white network printers.500 agency sales representatives.North American Partners Group D. This channel.locally owned and managed -. sells the complete line of Xerox offerings. The total Xerox population in Canada includes nearly 5. These dealers are independent businesses -. initiated in 1982. The Xerox Research Centre of Canada is in Mississauga. Doug Lord President & CEO Xerox Canada was established in 1953 and has offices in most major Canadian cities.S. a Toronto suburb. About 600 independent businesses act as Xerox Authorized Agencies with approximately 2. and Canada. North American Dealer Channel Markets workgroup fax and mid-range digital multifunction devices through more than 400 Xerox Authorized Dealers and independent office equipment dealers. These channels help the company reach more small and medium-sized businesses and broaden the visibility of the Xerox brand throughout the U. the remaining 3 percent is held by shareholders 16 . dealers and resellers. Xerox Corporation owns 97 percent of the Canadian subsidiary. In addition to providing direct sales.000 people at Xerox Canada. Resellers are the primary sales channel for Xerox office printers. Xerox Canada Ltd. marketing and service support of Xerox products and solutions throughout Canada. North American Partners Group The North American Partners Group is responsible for extending the availability of Xerox products and services through indirect channels including agents.with showroom. North American Agent Operations Operates the Authorized Sales Agent program.000 resellers in North America carrying Xerox products. dealers and the inside sales centers. production print and graphic arts environments. resellers and concessionaires. supplies and services. Xerox Services includes 15. Fullwood Corporate Vice President Chief Staff and Marketing Officer. services and associated offerings across 17 countries. Europe and developing markets countries. It also places outbound calls to generate sales leads for a variety of Xerox channels. Steenburgh Senior Vice President Xerox Services is responsible for the technical support of Xerox systems in customers' locations. The concessionaire channel is an over 700-strong. and for managing the company's outsourcing relationships with customers like running a customer's in-house printing center or mailroom. often complemented by Web-based tools and demonstrations. Small and medium-sized businesses are primarily served by distributors. Highly trained Inside Sales Executives deliver proposals online.000 employees and is the first organization to receive the prestigious J. Power and Associates' Certified Technology Service and Support award for Outstanding Customer Service two years in a row (2005. such as installing digital products or performing product repairs. as are high-end printing and publishing offerings to larger corporations and commercial printers. implement demonstrations or complete transactions over the phone and Web . Since 1999. Xerox North America North America Inside Sales lets customers do business with Xerox over the phone (800ASK-XEROX) and on the Web. Services-oriented document solutions for many corporate customers are sold directly by Xerox or through accredited business partners. Xerox Europe Xerox Europe markets Xerox products.000 sales and telesales representatives. 17 . system design and management. Xerox Europe Armando Zagalo de Lima Corporate Senior Vice President President.broadening Xerox's customer contact.North America Inside Sales Emerson U. It is focused on three main areas: offices from small to large. 2006). Xerox-specific network across Europe with around 5.D. and document outsourcing. and services that include consulting. Inside Sales takes inbound and outbound calls to sell products. Xerox Services William A. the channel has grown to several "contact centers" in North America. com team serves more than two dozen countries with a common platform that is customized for different languages and requirements. and for production materials. Xerox Europe employs nearly 16. Marketing Operations This group manages the overall Xerox customer experience and the Xerox brand. through documents. strategic public relations. ranging from knowledge databases that help customers troubleshoot problems to account management applications that let customers create personalized catalogs. handling purchasing for nonproduction contracts. supplies and services and offers ways to buy Xerox products directly or through online channel partners. and Xerox products are manufactured in the United Kingdom. The Xerox. major events and sponsorships. such as plastics. France. whether managed locally or as centralized corporate initiatives Xerox Strategic Services Group Wim Appelo Corporate Vice President Vice President. It maintains the company's central global purchasing function. It also manages the Xerox Supplies Business Group. The organization is responsible for brand management and stewardship. The Xerox Research Centre Europe is located in Grenoble.xerox. circuit boards and acquired products. The division includes all aspects of product delivery. The site also offers extensive post-sale support tools. a joint venture with the Rank Organisation plc. 18 . such as travel and office supplies. Ireland and the Netherlands. Marketing Operations Michael C. Mac Donald Corporate Senior Vice President President. The organization also designs. and delivery of finished products to customers. when Xerox made its first foray into international markets with Rank Xerox. GAMO also provides a global Web presence through www. seeking to maximize the way Xerox interacts with millions of customers each year in person. Xerox bought out Rank's interest in 1997. advertising. including procurement of parts and materials. Xerox Strategic Services Group This group is responsible for worldwide manufacturing and distribution of Xerox products. supplies and service parts. How Xerox Operates: Manufacturing and Business Support These groups provide critical systems. manufacturing of equipment. corporate marketing.Xerox Europe has a customer support operation in Ireland. on the Web. The site has extensive information about Xerox products.000 people and dates from 1956.com. or over the phone. services and support to Xerox business operations and employees. Corporate Strategy The Corporate Strategy Office is responsible for leading Xerox's strategic management processes and corporate development activities. Extensive employee training and involvement is practiced. Corporate Strategy Office Eric Armour Corporate Vice President Vice President. more than 800 Black Belts and Master Black Belts were integrating Lean Six Sigma and Design for Lean Six Sigma methods into daily operations and into the services Xerox offers to customers. Increasingly. such as Lean Six Sigma.700 organized workers in the United States and Canada. health and safety initiatives and programs. The Xerox Lean Six Sigma organization is responsible for governing and supporting the program throughout Xerox. Xerox is the only union-represented office equipment manufacturer worldwide. and tracking projects' financial accomplishments. N. Xerox Lean Six Sigma Nancy Rees Senior Vice President Lean Six Sigma and Corporate Deployment Officer Since early 2003. Xerox's manufacturing and warehousing workers are represented by labor unions. Nearly 3.implements and governs Xerox environmental. Flextronics International and others on aspects of design.500 Green Belts and 40.. In addition. Suppliers and partners continue to produce Xerox equipment and components under the same high quality standards that customers rely on from Xerox.000 Yellow Belts had been trained. photoreceptors and Xerox iGen3 systems and components. Xerox works with partners such as Fuji Xerox.Y. The Corporate 19 . These projects focus on reducing waste and increasing effectiveness in vital business processes to bring measurable improvements in results for customers and the company. where among other products it makes fusers. By year-end 2006. including UNITE-HERE and others. manufacturing. The company's largest site is in Webster. Manufacturing and distribution facilities are located around the world.000 projects were under way or completed. all manufacturing factories are ISO 9000 and 14001 certified. which represent about 2. providing training resources and coaching. and the use of quality tools. Xerox Strategic Services manages the company's Lean Six Sigma operations as well as real estate and general services Xerox manufacturing and distribution facilities are managed to the highest quality and environmental standards. It is also responsible for Fuji Xerox relations and manages Xerox's alliances with other companies that are positioned to integrate their offerings with Xerox's portfolio of systems and services. is pervasive. including managing certification standards. Xerox people have been using Xerox Lean Six Sigma tools and methods in both internal projects and projects for customers. and about 4. In North America. and distribution. You won't find the key to solving your business problems in hardware and software. Or in a single person. Xerox Global Services Simplifying business processes is the key to reducing costs. acquisitions and divestitures.like customer communications.like new client enrollment processes for insurance companies and engineering change management for manufacturers. money. We work closely with you to identify opportunities. Market research firm IDC says companies spend up to 10% of their revenue on document production. and accelerating better decisions. 20 .000 clients in 60 countries to identify and cultivate the hidden opportunities that save time. process. management and distribution. and records management. This may include everyday processes . Xerox Global Services can help you recapture some of those costs by streamlining and digitizing documentintensive business processes. Technology alone will not simplify your business. improving responsiveness to the marketplace. more complex. and technology that leads to success. training.Strategy Office works closely with the Office of the Chief Financial Officer to define and execute mergers. industry-specific processes . Yet. Or in the details of a carefully drawn process. It is a unique combination of people. billing. Or. we've found that many companies are frustrated with business simplification and technology efforts that fail to live up to anticipated results. leverage your technology investments. and your business practices to streamline your We've worked with more than 6. your people. and resources while simplifying work. and specialists have built a track record of solid performance. It powers all types of e-Business applications. Agilience The suite of Sharenet solutions from Agilience supports organizations in unleashing the power of collaboration. B2B (Business to Business) and B2C (Business to Consumer). Here are just a few of our success stories: Documentum Documentum 4i is an internet-scale content management platform that accelerates organisations’ online presence. as well as driving collaboration along change and transformation processes with both fixed and mobile solutions. business partners and investors.knowledge fuelled by the leadership of our research centre specialists. They facilitate high-quality customers. A Malcolm Baldridge award winner. They enhance both core and support-process performance.Xerox Partners Our teams of experienced project managers. deliver. Xerox is recognised for superior business processes and methodologies. including B2E (Business to Employee). We bring to every project strong technical capabilities and an understanding of how people interact with technology -. We've completed thousands of successful implementations at companies worldwide. including numerous Fortune 500 companies. and personalise content of all formats.and to all delivery channels. from internal and external contributors. for business processes that extend across and beyond the enterprise . 21 . professionals. It enables customers to create. Document Sciences Document Sciences’ Autograph product suite of composition and output preparation tools is a key element in document management. It allows companies to design and masscustomise documents for one-to-one communications with customers. Setting new standards for business-to-customer document quality, Autograph supports high volume, full-colour electronic printing technology and media-rich Internet distribution media. Macro4 Documents in all their electronic and paper forms are the primary means of communication between a company and its customers and partners. They are a vital source for handling customer queries and are the driver for key business processes. Columbus, Macro4's award winning software suite, is designed for organizations that use a wide variety of document production systems. Columbus captures electronically the documents that companies produce and receive, pools them centrally and assures their delivery to multiple electronic and print destinations. 22 Recent Article on Printer Industry PC peripheral and component prices keep falling, and laser printers are riding the trough of the price wave. Our test features the best personal laser printers, and should help you decide on one.Not long ago, laser printers were considered the devices that would one day suck inkjet printers dry. Laser printers had their distinct advantages; speed, the ability to output smudge-free printouts, and durability. However, sky-high pricing meant that only businesses and those with deep pockets could afford them. Over the years, both inkjet and laser technologies have evolved, and it’s increasingly hard to differentiate those once-distinct advantages that lasers exhibited. Subtle differences still provide the necessary demarcation, but these are based on application areas and not on technical grounds—such as photo printers, mobile printers, etc. Colour printing, which was once only inkjet domain, is now a much-battled segment, thanks mainly to the lower initial investment for a colour laser, and also the lower running costs. Regardless of whether you buy a laser or an inkjet, what you’re looking for is speed, quality, and economy. However, there’s a lot more to printing than these three basic requirements: the cost of the consumables is the first addition to this list. Another oftforgotten factor is the manufacturer’s service and support offerings, which are important because printers are prone to failure as a result of neglect, overuse, and ageing. This test will aim to take a more holistic, and thus more real-world look at the printing solutions on offer. We received printers from all the top retailing brands—alphabetically: Brother, Canon, Epson, HP, Lexmark, Samsung, and Xerox. Due to some unfortunate technical problems with Epson’s printer, we were unable to test it. This test covers primarily entrylevel laser printers, and we’ll take a look at the mid-range offerings in next month’s test. However, apart from the entry-level mono lasers tested here, we also have four colour lasers tested individually . Understanding the Market If you are a regular Digit reader, you’re used to us reviewing products based on features, performance, and price. However, for this test, we will deviate from our regular methodology, because printers cannot be compared to, say, graphics cards. Before buying, it’s important to survey the market and get your facts right: performance, though important, is just one piece of the puzzle. The other pieces are made up of the cost of the cartridges, service issues, and downtimes. Here’s a quick look at the printing market realities for India. HP, Canon, Xerox, Samsung, Epson, Lexmark, Brother, KonicaMinolta, and Wipro are the major vendors in the laser printer business. HP was one of the first companies to bring printing products to India, and continues to dominate the market. Samsung, Xerox, and Canon come next in line in terms of market share, followed by the minnows—Konica-Minolta, Wipro, Epson, Brother, and Lexmark. Now you might wonder why we’re talking business, which should only matter if you’re buying shares, but it does matter! Remember that the leading products generally offer more in terms of service centers as well as easier availability of consumables and spare parts. 23 Service Support Infrastructure As in the graph, HP has the highest number of service centers across the country, which means better penetration across the country and hence a higher probability that a HP service centre will be located near your office or home. Epson and Canon come in at second and third place respectively, while Lexmark has the lowest number of claimed service centers. Outlets for Consumables With printers, you constantly need to buy consumables, and the ease at which they’re available ensures minimum downtimes for your printing solution. For this reason, it’s important that the manufacturer have many authorized retail outlets. With around 1,500 authorized consumable outlets, HP has a definite advantage anywhere in India. We’re discounting the unofficial channels for all companies, which is rather impossible to authenticate. Xerox, with 300 outlets, also has a good presence. All the other vendors hover around the 150 mark, which means they will have limited reach, and though you will never have any problems finding their consumables in major cities and the metros, you might face problems in smaller cities if they do not have any resellers there. That said, almost all the vendors have a toll-free number you can call and have consumables delivered to your doorstep. This is a great value-added service, and you should check for such options from all vendors for your city. The Warranty For the Indian consumer, the warranty plays an important role in the buying decision. With printers, the importance is an order of magnitude higher, because these are generally the most abused peripherals at home or at work, and are the most prone to failures. There are two facets to every warranty: the term of assurance and the type of warranty offered. Now most competing brands make sure the term of warranty is the same, so, for example, you will find that many manufacturers offer a “lifetime” warranty (which translates to five years for IT hardware). However, when all companies offer the same warranty, you need to look beyond the terms of assurance and look at the type of warranty. For printers (and most IT products), this is generally a unit-replacement, onsite, or carry-in warranty. Unit-replacement is obviously the best option, and the rarest, because if anything goes wrong, the manufacturer gives you a replacement instead of repairing the unit you have. This saves on the downtime that you will face if your printer is being repaired. On-site is the next best thing, especially for printers. Since most laser printers are quite bulky and heavy, you do not want to have to lug it to a service center (as is the case with a carry-in warranty). With an on-site warranty, a technician comes to your residence or office and fixes the device, or takes the trouble of taking it to a service center and then returning it. Of the manufacturers featured in this test, Xerox, Samsung, Brother, and Lexmark offer a one-year warranty cover each, while Canon offers two years. All these companies have on-site warranties. HP is the only company that provides a lifetime, unit-replacement warranty. 24 laser printers witnessed a growth of 90 percent followed by Dot Matrix printers at 80 percent and Inkjet printers at 30 percent.” Vendors believe that the SMB segment will fuel the growth for low-cost laser printers. “We grew (in 2004) by more than 30 per cent in the sub-10k laser printer market and hope that we will grow even more this fiscal year. New Office Group. A report by Ami-Partners’ shows that Indian Small Businesses spent $285 million on printers in 2004. The dot matrix printer market in fact has seen a huge revival with increased buying in traditional markets such as government. The Indian SMB market is currently dominated by inkjet and dot matrix printers. Be it monitors. followed by inkjets (70 percent) and laser printers. the associated market for peripherals grew robustly. the overall IT market is expected to grow by over 35 percent in 2005. reveals. MFDs (Multi Function Devices). Special billing applications for VAT implementation are expected to drive IT growth among SMBs.21 lakh units in Q3 2004.The potential of the printer market is evident from the spending pattern of Indian SMB customers.As PC sales crossed 9. niche applications such as policy statement printing will fuel growth for DMP printers. The same report says that among enterprises in the medium business space. The SMB market is also expected to be a big contributor to the growth of the IT industry as more small and medium companies adopt information technology. most vendors are very upbeat at the progress of the peripherals market as a whole. Printers According to MAIT in OND 2004. According to IDC. BFSI segment and new markets such as retail and education. This is expected to increase at a CAGR of roughly 24 percent over the next five years. According to N Sambamoorthy. We have outlined a new channel strategy towards this goal. 25 . Peripheral market vendors expect similar growth for their segment. Executive Director. Low-cost lasers Another big trend is the emergence of inexpensive laser printers. Natesh Mani. 2005 is expected to be the year for flat-panel monitors as customers become more stylish and technology-savvy. The low-cost laser market is growing at 25 per cent. dot matrix printers are the most highly penetrated (71 percent). Business Products. keyboards or mice. on a quarter-on-quarter basis. Epson. Xerox India. Manufacturers’ Association of Information Technology (MAIT) estimates that the PC industry will comfortably touch the four million mark for fiscal year 2004-05. General Manager. The apex hardware body. Canon India. has seen its MFD business grow exponentially. Executive Director. Senior Manager. according to Princy Bhatnagar. Vibhor Bansal. Country Category Manager. Similarly. Country Category Manager. Canon has seen good growth rates in the MFD space. 26 . Sameer Shah. Xerox India says that Xerox is the market leader in the A3 size MFDs with 20 per cent market share. “We are growing at 200 per cent in the MFD segment and our channel base has helped us achieve this.” Another player.Says Aseem Kumar. Vice President.” says Bhatnagar. The company has enhanced its channel base and structured its distribution model to address this segment. HP India.” All-in-Ones Colour is the catchword in the all-in-one segment or multi-functional device segment (MFD). Value Business.” Xerox does not have any A4 products in the US market but specifically launched the A4 MFDs in India as the market potential is huge. Earlier colour printing cost 20 times more but in the last two years. Samsung operates with dedicated regional distributors in MFDs unlike their other businesses where they have national distributors. and adds that the company is looking at a growth rate of 100 percent in the coming year. Shah of HP India explains. Market leader HP for one is seeing good growth in its colour MFD business. Shared Printing and Connectivity. While last year we tapped only nine markets effectively. Samsung. we have expanded to cover 23 cities this year. While increasing volumes pushed prices down last year. Alok Bharadwaj. “We have introduced a couple of new models in the MFD segment last year and have seen a great response.” Colour has also become affordable and the ratio is 1:4 if we compare the same to black and white MFDs. prices have dipped phenomenally. Value Product Head. Colour is a segment which Samsung expects will grow phenomenally in the coming fiscal. Volume Group. says that Canon has been growing phenomenally in the MFD segment. IT division of Samsung India. this year vendors believe that more functionality would be added for the same price. Samsung India. HP is working closely with its specialised channel partners to promote its products and today has more than 140 colour certified resellers across the country. “We have also recently introduced our A4 segment MFDs. New Office Group. We expect to grow by more than 30 percent in MFDs in 2005 over 2004. Imaging and Printing Group. Color in Office. we can increase our market share. Most vendors expect that colour MFDs are going to be the order of the day as prices have started to fall steeply.” Natesh Mani. We have been growing faster than the market and believe that with more products with valueadded features. This has helped ramp up Samsung’s volumes. “We are the market leader in the sub-10k laser business. by over 250 percent as compared to the previous year. to compete with HP and Samsung. “Our customers are primarily corporates and small and medium businesses”. asserts. HP India. “Our regional partners put in a lot of effort to develop the market. hopes: “By the end of next fiscal the number of our colour certified resellers is going to increase by another 50 to 60. and believe that the MFD segment will grow at more than 100 percent growth rates. Head. The same report says that among enterprises in the medium business space. This provision also lets virtual teams collaborate by giving them a common virtual dock to post project status updates and views over the Internet or Intranet. Internet Fax. Digital sending to multiple destinations. Vendors believe that the SMB segment will fuel the growth for low-cost laser printers. dot matrix printers are the most highly penetrated (71 percent). Smart MFDs Company Features Mailbox feature that provides the privacy of a personal printer on a network printer. Xerox. A common communication platform for the dispatch of a file over multiple media such as e-mail.5 lakh. Players such as Canon. • • 27 . Intranet or the Internet is a plus for organizations looking to buy high-end MFDs. 3. This is expected to increase at a CAGR of roughly 24 percent over the next five years. The Indian SMB market is currently dominated by inkjet and dot matrix printers. Toshiba and Lexmark are trying to develop this market through a focus on value-added features. distant document sending and password protection. Colour MFDs and high end MFDs are being increasingly adopted by enterprises in India.Another emerging trend is the use of high-end MFDs that start upwards of Rs 1. HP. A workplace collaboration feature that assists virtual teams (both on-site and off-site) with a common virtual docking area to post project status.000-sheet stapler-stacker Canon Xerox Lexmark HP Peripheral trends • A report by AMI Partners’ shows that Indian Small Businesses spent $285 million on printers in 2004. updates and views with access over the Internet or intranet. For example. fax. 30 sheet automatic document feeder and electronic collation. e-mail Office finisher saddle stitches booklets and takes care of tri folding A page manager software that enables quick scanning of documents and books. followed by inkjets (70 percent) and laser printers. you can send a handwritten note from your chairman to 500 locations across the world at the same time using a MFD. Typically. a high-end MFD is defined by the production rate of 20 pages per minute (or higher) and features such as e-mail alerts for low ink. which features up to sixink printing and 4.Other Major Player in Printer Industry The Hewlett-Packard Company . HP is the market leader with an overall share of 75 percent. which creates a revolution in color printing. is one of the world's largest information technology corporations. The HP-150. followed by Samsung with 20 percent. saving time. It has consistently offered the best customer support in business. These services have been designed to give one peace of mind and help get the most from IT. Market Position: HP led the race with nearly 60 percent market share. Along with its scanner product line. In the color laser segment. building thier experience in the IT field. including the HP Deskjet 5550. HP offers unrivalled service and support through HP Care Pack Services. the most significant being single-unit printer/scanner/copier/fax machines. HP is an industry leader in printing and imaging technology and services. these have later been developed into successful multifunction products. Introduced the Color DeskJet 500C in 1990. Xerox has a minuscule market share of 4 percent while HP enjoys a huge share of over 90 percent.Introduced both inkjet and laser printers for the desktop in 1984. which maintains a market share of 20 percent in inkjet printers. Introduced Photo smart printer for digital photography & other new technology printers. HP celebrates its 50th anniversary. They are dealing in computer products over the last 65 years. 28 .Introduced three new color inkjet printers and part of the initial rollout. followed by Epson. Introduced its first touch screen personal computer. The company maintained its lead in the overall printer segment and promised its users even better technology at an affordable price. The other reason for selecting HP is because of its SERVICE. commonly known as HP. HP's leadership position in computer products is based on an understanding of how all parts work together to create great quality.800-optimized dots-per-inch (dpi) technology. HP is one of the world’s largest information technology corporations. EP101 is also. Epson’s first foray into the printing and imaging business was the Olympics of 1964 held in Tokyo. magenta. The printer they developed for the Olympics . light black and light light black. We are confident of our collective skills and meet challenges with innovative and creative solutions. Epson’s Technological Breakthrough The Ultrachrome K3 Ink The Epson UltraChrome K3 Ink is a high-density resin coated pigment ink. now the major disadvantage here is the energy and hence cost.traditional toners were manufactured by grinding the toner particles mechanically to the smallest possible particle size that can be achieved mechanically.Black. where Epson derives its name! It was one of the first printers for electronic calculators to hit the commercial market. again because the process is mechanical put simply a grinding process! Both of the above disadvantages are overcome in the Ultrachrome K3 manufacturing process. You would wonder how energy comes into picture. The color palette consists of the standard cyan. The process being mechanical and done under pressure requires considerable amount of energy and the smaller the particle size the more energy required and energy is expensive! The second disadvantage is that the particle size is not uniform and cannot be controlled. individuality and teamwork. A simple comparison between the traditional toner manufacturing process and the ultrachrome K3 process will answer the question .an inkjet printer equipped with micro peizo technology launched in March 1993. It has a wide color gamut for both types. September 1998 saw the launch of TMH5000 its first hybrid printer which featured fast quiet printing and copy functionality. then in 1984 came the SQ 2000 it’s first inkjet printer. environmental conservation. Oh and it has two user exchangeable black ink modes. light magenta and yellow. trusted throughout the world because of our commitment to customer satisfaction. It was the beginning of Epson’s journey in the printing and imaging business. The TX-80. The black palette consists of three shades of black. Epson’s first dot matrix printer hit the market in 1978. and then the Epson Stylus Color in May 1994 was the world’s first 720 dpi color inkjet printer.EPSON Epson is a progressive company. light cyan. The TM 930 Epson’s pc-pos package printer launched in 1990 created a new market in the printing business. The process is chemical process requiring negligible energy. It comes in two types Black & White and Color.photo and matte! Now you will wonder what is so special about Ultrachrome K3. The company was awarded a contract to develop a precision timer for the Games. Once 29 . The resin is placed in a water-based environment where the particles are allowed to grow in a controlled environment. Epson gave a number of first printers to the world among which is Epson stylus 800. the customers have to be very satisfied.Photo Black or Matte Black Optimizes black ink density for various media types dramatically improving the final print quality 30 .no short term color shifting Three-Level Black Ink Technology *Simultaneously uses Black. At the end of the day. and Light Light Black inks *Significantly improves the printers gray balance *Impressive midtones and highlights for a smoother tonal range Two UserExchangeable Black Ink ModesTwo specific black ink modes . 8-Color Ink System * High Density pigments for an extremely wide color gamut *Professional print permanence ratings for truly sellable quality prints *High-gloss Microcrystal Encapsulation Technology for reduced gloss differential *Superior scratch resistance from improved pigment and resin chemistry *Color is stable immediately after printing . the process is not as simple as it sounds! The Customer’s Advantages: Energy and cost conservation are the Epson’s advantages. they are removed from the environment and processed to give the Ultrachrome K3 ink! Sounds simple right? However. Light Black. what benefits do the customers get.the particles have achieved the desired size. if they are going to buy “the system”. set up the Laboratory jointly. Canon will continue using its technologies to benefit people as it pursues its objective of becoming a company that is loved by people throughout the world. However. the origins of our success remain unchanged: the passion of our early years and technological expertise amassed over more than 60 years. Canon’s roots were laid in 1933 with very few employees as a precision optical instruments lab. therefore the top brass of the company decided to take on the name Canon Inc in 1969. . Saburo Uchida. the researchers concluded that heat instead of pressure could be used to eject the ink on the media. Tokyo. and his brother-in-law. Ltd. Takeshi Mitarai. Azabu Ward. Product Chronology To go through a brief chronology of Canon’s printing and copying history .Canon successfully developed the laser beam printer in 1975. In 1982. Their aim was to make cameras that could compete with the German models that were considered the most advanced of the day. The year1969 was also the year that canon forayed into business machines and eventually into the printing business. Systematically. developed the world’s first notebook PC with an installed printer in 1993. were introduced.Canon. Canon. the world's first personal copying machines with replaceable cartridges. in collaboration with IBM Japan. The development of this technology gave the world it’s first bubblejet printer in 1981. a passionate camera-lover.Canon More than 60 years of experience and know-how.. examined mechanisms. From cameras to multimedia . The Laboratory was founded in 1933 in a third-floor apartment of the Takekawaya Building in Roppongi. Its objective was to produce high-grade cameras. A young man named Goro Yoshida. Bubble Jet Discovery One of canon’s most interesting discoveries in the field of printing technology was the bubble jet printing technology. That company soon became a world-renowned camera maker and is now a global multimedia corporation. Researchers while working on the inkjet printing technology hit upon the discovery when a hot solder gun accidentally touched the tip of an ink-filled needle due to which ink sprayed out! Therefore. Canon started out as a company with a handful of employees and a burning passion. which were difficult to obtain. drew up design diagrams and procured parts. a close friend of Uchida provided the funds required for the research. They started by analyzing existing cameras. Mitarai later became president of the company and built its foundation. the PC-10 and PC-20. It then went on to become a renowned camera making company. When it grew and decided to diversify its business plans it had to shed its image of a company that manufactured only cameras. they studied each camera's internal workings. and the image quality parallels that of printouts from PCs using memory cards. . an ultrahigh speed-copying machine capable of producing 135 copies per minute 1981. and the PC-10 and PC-20. the world's first retention-type copying machine in 1978. In 1984 Canon gave the world its LBP-8/CX. the smallest and lightest laser beam printer. However it was unable to develop a practical laser source and hence could not acquire the patents it had applied for due to which the research and development was suspended. Today Canon develops technology that couples direct printing options from Cell phones equipped with a digital camera. In the 1970s when lasers came into practical application fields Canon resumed its research on laser beam printers and developed the LBP’s of today combining their electro photographic technologies with laser technology. the world's first personal copying machines with replaceable cartridges were introduced by Canon in 1982. hence integrating printing technology with photography! One such latest technology is the direct wireless printing from a camera! The printing is achieved using infrared and Bluetooth communication technology embedded in the cell phones or PCs. The NP-8500 SUPER. It started research on laser as a means of writing as early as 1962. Being wireless no cables are required. The development of lasers imprinting also gave birth to a number of high-speed copy machines by Canon such as The NP8500.Laser Beam Printing Another important technology in the field of printing by Canon was the development of laser beam printers (LBP). In 1973 we introduced the world's first fully-digital facsimile machine. the Ricopy 101. Ichimura's first major innovation was the RicohFlex III. determination and vision. Today we are a global company. was founded in 1936 by Kiyoshi Ichimura. He followed with many other innovations. but still hold true to our origins and the visions of our founder. To understand Ricoh is to recognize the twin visions of Kiyoshi Ichimura: to innovate on behalf of our customers. He made an early and genuine commitment to social and environmental sustainability in every aspect of Ricoh's business activities. all that he achieved was born of his own intelligence. Ltd. This level of technological innovation was very significant and gives us an important insight into Ichimura's vision and ambitions for the future. this was the world's first mass-produced twin-lens reflex camera. he recognized that his ambitions would touch the lives of thousands and then millions of people in countries and communities around the world. technical innovation was only part of our founder's vision.Ricoh Ricoh Co. He also developed a sense of corporate social responsibility that is talked about a great deal today. to pursue sustainable business practices on behalf of every life we touch. . He was born with no privileges or advantages. Ichimura was the son of a poor farmer. Quite the contrary. but was almost unheard of fifty years ago.. the RIFAX 600S Ichimura passed away in 1968. However. Essentially. but his focus on innovative answers to the challenges people face at work and in their homes is still a major driving force within the company he created. Introduced in 1950. like the 1955 introduction of our first desktop copy machine. Labels. Envelope Dimensions (W x D x H) 354 x 297. 2003. ISO B5.10. C6 Interface USB 1. 3” x 5”. Letter. No. A5. Folio. JIS B5. small print jobs Resolution 600 dpi x 600 dpi Workgroup: Small or personal use Memory 8 MB Speed: up to 17 ppm Warranty 1Year Onsite Phaser 3122 Printer Type Laser .0). DL. Oficio Executive. Parallel Media type Transparency. 2000. Legal. Monarch.Monochrome Print Speed 22 ppm (Letter) / 20 ppm (A4) Processor 150 MHz Memory 8 MB Print language Host Base Resolution 1200 dpi x 600 dpi Fonts Windows Fonts Compatibility Win 98.1 (Compatible with USB 2. Linux Paper input 150 sheets multi-purpose tray Paper output 50 sheets (face down) Media size A4. A6.0. XP. NT4.Product Range Black & White Printers Phaser 3117 Personal Laser Printer Processor 150 MHz Best for frequent. Post Card. Me. C5.4 x 210 mm Warranty 1 year Onsite . Black and White only Print Mode Warranty One Year Onsite Phaser 6120 Laser Printer Best for small. Built-in Support Links. Ethernet 10/100 BaseTX Memory 32 MB 64 MB Print Features Xerox Status MonitorWatermarks. Booklet Printing. frequent print jobs Workgroup: Up to 5 users Colour: up to 5 ppm Black: up to 20 ppm . Size: Custom sizes from 76 x 127 mm to 216 x 356 mm Paper Output 100 sheets Print First-Page-Out Time As fast as 26 seconds colour / 14 seconds black and white Print Resolution Up to 2400 x 600 Image Quality Processor / PDL 300 MHz / Host Based Connectivity USB 2.Color Printer Phaser 6110 & 6110N Speed Up to 4 ppm (A4) colour / 16 ppm (A4) black & white Duty Cycle Up 24000 Pages/month Paper Handling Paper Input Tray 1: 150 sheets. Custom Page Sizes. Fit to Page. Scaling. N-Up.0 USB 2. Poster Printing. Overlays.0. Mac. Scanner.6Kbps . Adf Speed 20 PPM Duty Cycle Up to 5000 Pages/Month Copy First Page Print Out Time 11 sec. Copy/Print Resolution 600dpi x 600dpi Scan Resolution 600 x 600 Upto 4800 x 4800 dpi Fax 3 Sec pages per minute Speed 33. Copier. Linux Connectivity: USB 2. Fax. frequent print jobs Workgroup: up to 10 users Colour: up to 20 ppm Black: up to 26 ppm Standard paper capacity: 400 Black & White Multifunction Devices (A4 paper size) WorkCenter 3119 Speed 18 PPM A4 First Page Out Time 11Sec Duty Cycle Up to 10000 Pages Per Month Device Memory: 8 MB Print Drivers: Windows 98/2000/Me/XP.Phaser 6180 Laser printer Best for small.0 Language Support: GDI Copy / Print Resolution 600dpi x 600 dpi Scan Resolution Optical Resolution: Up to 600 x 2400 dpi Interpolated Resolution: up to 4800 dpi Pre-scan: 75 dpi WorkCenter PE220 Printer . Scan. Print. Fax Best for small jobs in a personal use or small workgroup environment 50 Sheet Automatic Document Feeder Speed: up to 22 ppm Maximum paper capacity: 550 .WorkCenter PE 120/ PE 120i Copy. . . /max./max. USB1. USB 1.400% 600x600 dpi Optional ADF 50 sheets 25 . OmniPage Yes 1200 dpi Not stated Yes 1200 dpi Sharp Desk Ports Network Footprint of base unit (W x D x H) Duty cycle Warranty CRU yield USB 2. USB 2.5k 422 x 400 x 239 mm 10 000 Depot 3 000 * depends on config 449x430x369 mm Not stated Depot 2500 Not stated Not stated Depot .PRODUCT COMPARISION Xerox WorkCentre WC-3119 PRICING Price PERFORMANCE Speed A4 ppm FPOT PAPER HANDLING Paper input capacity (std.200 % 250 1 600x600 dpi Platen cover 50 – 200 % 250 1 600x600 dpi Platen cover 50 – 2005 250 250 50 600x600 dpi Platen cover 25 .0 Not stated 492 x 465 x 369 mm 2000 Depot Toner 3k/6k.6 sec 250 1 600x600 dpi Platen cover 50 .) trays Bypass feeder Copier Resolution Input Reduce/ Enlarge Printer Resolution Language support Memory (std.1 NIC Ethernet 422 x 400 x 239 mm 10 000 depot 3 000 IEEE 1284 (paralelní). USB 1.1 NIC Ethernet IEEE 1284 bidirectional parallel. drum 20k *starter toner 1.0 Ext.) Scanner Color scanning Resolution Software CONNECTIVITY AND SOFTWARE IEEE 1284 bidirectional parallel. Ethernet opt.400% 600x600 dpi GDI (SPL) 8 MB 600x600 dpi GDI (SPL) 8 MB 1200 Not stated 64 MB 600x600 dpi GDI 16 MB 600x600 dpi GDI 8 MB Yes 4800 dpi ScanSoft Omni page Yes 4800 dpi Samsung SmarThru Yes 2400 dpi PageManafer.1 No Samsung SCX 4100 Canon LaserBase MF3110 Konica Minolta PagePro 1380MF Sharp AR 153 EN 19 13 sec 14 13 sec 20 20 sec 20 13 sec 15 9. A N.A N.Work Centre 4118 Duty Cycle 100 Sheet By-Pass 550 .A N.A N. Copies Copy Feature 406*392 DPI 200 72 Hours JBIG/MH/MMR/MR 300*300 DPI Up to 120 N. Book Copy Booklet Mode Clone Collation.A N.A N.A N.A Yes Auto tray Switching Capable Copier Max.A 24 Bit External 36 Internal One Year On site 24 Bit Limited . No.A N.A 99 N. Covers Create Booklet Edge Erase Transparency FAX Resolution Memory Speed Dial Max Batary Baar DATA Comparasion Scan Bit Depth Warranty HP 3055 Just Single Tray Capacity-260 Page N.Tray One Applicable 999 Auto Fit Auto Suppress. 4GHz AMD Duron dedicated 4800 sheets 100-sheet Bypass Tray 75 sheets with build job function up to 9.page no or batesno to copy o/p Possible Possible Canon IR 5055 40 GB 1 GB unknown 4150 sheets 50-sheet Bypass Tray unknown up to 9999 64 to 80g/m2 (Trays 1 & 2) 64 to 200g/m2 (Bypass) Copy resolution Scanning Speed imaging system warm up time Auditron reprint feature smart kits to increase productivity Annotations mixed job originals from dadf avoid bottle necks during print 1200dpi interpolatedx600dpi unknown laser dry electrostatic transfer system 30 seconds or less unknown not available not available not available unknown not available .Equipment specs Hard Disk Capacity Device memory Image processing Paper Capacity Bypass Tray Paper Capacity Duplex Automatic Document Feeder Capacity Multiple Copies Paper weight Xerox WCPro 255 80GB 640 MB std / 1024 MB max 1.999 Two Front Loading Paper Trays: 16 lb to 53 lb bond/110 lb index (60 to 200 gsm) Bypass Tray: 16 lb to 57 lb bond/80 lb cover (60 to 216 gsm) 600 x 600 dpi x 8 bit input / 4800 x 600 dpi interpolated output Up to 55 ipm (images per minute) laser dry electrostatictransfer system 28 seconds standard accounting available 100 jobs can be saved Available as CRU's add date .comment. .Error! Not a valid link. Among the all brand of MFDs Xerox performance is much more matching with their rated performance time. This gives a clear understanding about the Xerox commitment about their products.Rated and Actual Performance Time of Different MFDs Black and White MFDs 120 100 80 65 53 75 57 90 38 45 39 32 30 30 55 43 55 33 12 50 21 60 45 22 23 17 17 18 19 105 85 65 72 45 13 18 17 17 75 45 32 14 90 105 85 70 35 13 18 55 49 25 55 21 65 22 19 PAGES PER40 MINUTE 20 0 60 28 20 HP 9050 MFP HP 9055 MFP HP 9065 MFP Xerox WCP 90 Xerox WCP 238 Xerox WCP 245 Xerox WCP 255 Xerox WCP 265 Xerox WCP 128 Xerox WCP 232 Xerox WCP 275 Sharp AR M700N Toshiba E-Studio 35 This figure clearly shows how different multifunction devices are acutely performing with respect to their rated time. Color MFPs Ricoh 3800C PAGES PER MINUTE Canon C3220 Canon C6800 Xerox WCP C2636 0 10 Xerox WCP C2636 Series2 Series1 14 26 Canon C6800 5 16 5 14 20 Canon C3220 11 32 9 11 16 26 30 Ricoh 3800C 9 28 40 28 32 Series2 Series1 Toshiba E-Studio 550 HP 9085 MFP Canon 105 Ricoh 2045 Ricoh 2075 Ricoh 2090 Ricoh 1105 Canon 3300 Canon 5020 Canon 6020 Canon 8500 Konica 7145 Konica 7165 Konica 7272 Sharp 455 . what he wants to measure and must find adequate methods measuring it along with the clear cut definition of population he wants to study. Since the aim of study is to obtain complete and accurate information. Research methodology is all of the techniques. Data analysis has been done by Excel.The design in such studies must be rigid and rigid. My research study is descriptive type. DESCRIPTIVE RESEARCH STUDY: In this type of research study the researcher must able to define clearly. To find out the reseller preference to sell a product Sample size Corporate Corporate Reseller Instrument used Different type of questionnaire is used for primary data collection from corporate.RESEARCH METHODOLOGY Objective • • To find out the market share of the Xerox and future requirement of corporate. It is a way to systematically solve the research problem. the procedure must be carefully planned . methods and procedures adopted in terminology work to carry out terminology research. For the study I have taken a sample of about 192 questionnaire 1 questionnaire 2 questionnaire 3 sample size 192 sample size 28 sample size 40 . and resellers. Research design: Research design depends on type of research studies that we are going to make. etc from each and every market in Noida. DATA SOURCES The second stage is the collection of data is the data sources Primary Data Sources and Secondary Data Sources.customers. Here the Questionnaire is Structured. Main aim is . If it were broken down into very small parts or activities. with some other objective.  Analyzing the collected data and reporting the findings.  Determining a sample size. which is to be done.  Organizing and carrying out the fieldwork.  Preparing a list of the needed information. In planning and designing a specific research project it is necessary to anticipate all the steps that must be under taken if the project is to be successful in collecting valid & reliable information. the marketing research process would consist of a great no of steps --- Specifying research objectives.  Selecting a sample type. Primary Data Sources are collected specifically for the purpose of research study. Primary Data Source: Questionnaire: A formal list of Questions is formulated and asking the questions from the people who are having the related information. Close end Questionnaire with Dichotomous and Multiple Choice Questions. and secondary data source are already collected data.  Designing the data collection project. Secondary Data Source: Internal sources: From company magazines.to compare the Customer Attitude and Loyalty towards UNIT GAIN product of different companies. broachers. . and internet. External data : Magazines like Business Standard. Among the non user some of might be using MFDs or they full fill their requirement through jobbers.1 Among the sample size of 192 there are 128 copier users and rest are not using copier. . 33% Use non user 128. 67% Chart .Data Analysis For Corporate 1) Table 1 Users 128 Non User 64 64. Company Name Xerox Canon HP Richoh Other Market Share In Noida 44. But those.84% 7.93% 14. one selling brand in the copier and have 44. So let’s check that who have multifunction devices those who don’t have copier. They might be using any multifunction devices which have copier also.2) Table 2 Most Selling Brand In Copier 60 50 40 Users 30 20 10 0 Series1 Xerox 57 Canon 28 57 28 14 HP 14 Brands Series1 19 Richoh 19 10 Other 10 Chart -2 Now we can say that XEROX is the No.53% 21.53% market share in NOIDA.87% 10.81% . 64 non user who are not using photocopier copier. out of those 67 users 66% users are using multifunction devices and 34% don’t have copier not even multifunction devices. .3) Table 3 User of MFDs 42 Non Users 22 Users of MFDs Non Users 34% User of MFDs Non Users User of MFDs 66% Chart -3 There are 33% companies who don’t have copier so we find out those companies who are using multifunction devices and it gives the result that. Product in demand 120 100 80 Numbers 60 40 20 0 1 Products Chart .4) Table 4 Inkjet 32 Laser 97 MFDs 63 In our research I found that maximum number of corporate office use laser printer there are 97 users using laser printer out of 192 user. And 63 are using multifunction devices and rest all using inkjet printers.4 97 63 32 INKJET LASER MFDs . 5) Table 5 Users of Printers 184 Non Users of Printers 8 NUMBER OF Printer user non user. 184. 8. 96% Chart 5 . 4% user non user user. . But the Xerox printers are not available into the corporate.6) Table 6 Company Name HP Canon Xerox Samsung Epson Other Percentage % 78.06 .08 3.64% market after that canon is there.12 1.56 Most Prefered Brand In Corporats 160 140 Number of Users 120 100 80 60 40 20 0 Series2 Hp 151 Canon 27 27 1 Xerox 1 4 Samsung 4 6 Epson 6 3 Other 3 Series2 151 Brand Name Chart 6 In Noida HP have covered 78.52 2.64 14. 7) Table 7 Company Name HP Canon Samsung Xerox Other Users 51 4 3 3 2 MOST SELLING BRAN IN MFDs Percentage% 81 6 5 5 3 5% 6% 5% 3% HP CANON SAMSUNG XEROX OTHER 81% Chart 7 Same case with multifunction devices HP have 81% market share in Noida. Where the Xerox’s market share is is only 5%. It is because only HP is dealing in this field from a long time. . 67% After analyzing the data I can conclude that out of 192 samples 67% corporate know about the Xerox product range and 33% corporate don’t know about the Xerox product range. 33% Use non user 128. .8) Table 8 Aware 128 Not Aware 64 Awareness About Xerox Product 64. 9) Table 9 Good 4 Bad 0 No Experience 25 Experiences With XEROX 30 25 20 15 10 5 0 good Bad No Experince Series1 Chart 9 . 5 1 0.5 2 Series1 1.5 0 0 Xerox Canon HP Brand Name Toshiba Sharp 1 1 1 3 Users 0 1 3 1 1 Chart 10 .10) Table 10 Company Name Xerox Canon HP Toshiba Sharp User Of A3 MFDs 3.5 3 Number of user 2. Other wise 30% people buy only assembled brand. .Data Analysis of Reseller PC Brand in Demand 14 12 10 Num ber of PC 8 6 4 2 0 HP/Compaq Series1 14 Lennovo 6 Assembled 12 All of the above 8 6 14 12 8 Series1 Brand Nam e Chart 1 In computer HP Compaq have 35% market share in Noida. 25% 40. . 12% 40. 32% Scanner Chart 2 This chart shows that demand for the multifunction devices and printers are equal into the market. But out of 40 resellers only 12% sells only fax machine.Table 2 Products MFDs Printers Fax Scanner Quantity sells 40 40 15 31 Most Selling Product 31. 31% MFDs Printers Fax 15. 72.0% resellers sell only HP printers. where no one sell the Xerox products. . Through the chart we can easily interpret that reseller sells most of the product of HP Company.5% resellers sell only HP MFDs and in printers 70.Most seling Brand 30 25 20 Users 15 10 5 0 HP MFDs Printers Fax Scanner 29 28 9 25 Xerox 0 0 0 0 Canon 0 4 1 2 Brands Samsun Other g 6 5 1 0 5 3 4 4 MFDs Printers Fax Scanner Chart 3 This chart shows that which company have largest market share in the each category of the product. 5 7. . fax machine. scanners they sold.Monthly Sales of Products 30 25 20 15 10 5 0 0 to 10 10 to 20 20 to 30 Above 30 8 5 3 MFDs 24 8 5 3 Printers 18 14 5 3 Brands 5 3 0 1 0 Scanner 23 6 2 0 Fax 14 0 1 0 6 2 0 24 18 14 14 23 0 to 10 10 to 20 20 to 30 Above 30 Numbers Chart 4 This chart shows monthly sales of the resellers and how many multifunction devices.5 Fax % 93.5 Printers % 45 35 12.45 0 * In case of fax machine the percentage has been calculated of the basis of those how sell the fax machine and out of 40 resellers’ only 15 resellers’ sales the fax machine. In case of printers 18 resellers sales 0 to 10 printers in a month. * Same for scanner only 31 resellers’ sale. printers. Out of 40 reseller 24 resellers’ sales 0 to 10 multifunction devices and 8 resellers’ sales 10 to 20 multifunction devices.33 Scanner % 74 19.5 7. Monthly sale 0 – 10 10-20 20-30 Above-30 MFDs % 60 20 12.35 6.33 0 0 6. of Shopkeeper 30 25 20 15 10 5 0 0 mnc brand product services Factors margin 5 6 0 schemes Series1 29 Chart -6 .Most Selling Color Laser Printer 20 Numbers 15 10 5 0 HP Xerox Canon Samsung 0 0 1 16 0 0 1 Brands 1 2 HP Xerox Canon Samsung Other 16 Chart 5 In case of color printer HP is the most selling brand. Table 6 Factors MNC Brand Product Services Margin Schemes No of Preferences 0 5 29 6 0 Factor encourages to sell a brand 35 No. 13% 6.8 . 67% Chart .Most Encouraging Factor % 0. 15% mnc brand product services margin schemes 29. 72% resellers said that services encourage them to sell a product. 72% Chart -7 These two char shows that which factor resellers’ considered most and that is the “Services”. 0% 5. Awareness About Xerox Products in Resellers 13. 33% Yse No 27. 48% yes no 21. . 52% Chart .Reseller Intrested To Sale The Xerox Products 19.9 After meeting with the resellers we find that 48% resellers were want to associate with Xerox and rest all are not interested. . Laser printers are much more preferred by the corporate. In small organization multifunctional devices are more preferred. According to resellers’ multifunction devices is most selling product.5 % market share in copier and in printer it performance is not up to the mark. Most of resellers are not aware with the Xerox product range. • • • • • • • • • In Noida Xerox have 44.Findings These are some points which I found during the corporate and resellers survey. Services are the most encouraging factor for the resellers. Availability of consumable products in the market is less. Quality is more important than price of product. Demand of Xerox products is very less among the resellers. Although the company introduced the Laser technology but they are not able to make its products favorite in the market. There is a huge gap in the distribution and promotion of the product in Noida.After analyzing the data I can say that company performance is not up to the mark. The company has to pace up its speed to be a market leader. And this company facing though competition with the brand like HP. etc. Canon.Conclusion XEROX is the pioneer company in photo copier industry but they are far behind in the printer industry . The company is progressing year after year and is able to capture 8% market share in India. Through our entire project we find that the marketing of the products is not seen aggressive. . In our marketing research we find that the company has to work hard to capture the market share. It has to make easy availability of products. • • Company need to increase its product range with compare to HP product range. consumable items and all parts in market at reasonable cost. • Xerox has to improve its marketing strategy and work towards customer satisfaction. The company should focus on customer awareness through advertisement and other attractive schemes. • Xerox must have its own demo centers and service center at all prime locations to facilitate the customers. • • It has to improve its distribution channel and services. .Suggestions • To maintain its market Position Company has to compete with the current market forces. . • Although we have visited more than 500 companies but we get information from only 192 companies the reason behind that we were not able to make entries in the companies and some where we get entries but concern person was busy.Limitation No work can get its due recognition or importance until and unless some difficulties are faced in its accomplishment. two months was not sufficient period. So information is not applicable for other regions. So we can’t use this data only for Noida. • First and foremost problem that I faced was that to understand analyze the working of such big company of the copier & printer industry. • The project analysis is only applicable only in Noida. My project work is also not an exception. epson.ricoh.com www.com www.com www.expresscomputeronline.com www.Bibliography Web sitewww.thinkdigit.com www.com www.com .Xerox.hp.canon.com www.buzzle.