McGill University Health Centre Case Study. Achieving the impossible: better and faster, at a reduced cost.

McGill University Health CentreDocument Management and Printing ServicesCase Study

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2 McGill University Health Centre Case Study

Challenge McGill University Health Centre’s Document Management and Printing Services department had been working as three independently operating print shops to serve this massive healthcare provider. The decision was made to merge and move these decentralized islands of document scanning and production into one location. While that plan would enhance operational efficiency, it led to other issues. Would the department’s current equipment meet future needs? Would customers be happy with the new centralized configuration?

In addition, the department needed to continue a project involving scanning thousands of hospital forms and making them available online. Forms represent about 50% of the shop’s output. They must be bar coded, standardized, and optimized for scanning in tandem with other medical record scanning. “We’re really trying hard to become document managers and not just document printers,” says Carmin Cristofaro, manager, Document Management and Printing Services.

SolutionCristofaro and his team considered their options for upgrading their equipment, including another digital printing equipment manufacturer. Then they received a Xerox® DocuColor® 252 Digital Color Printer/Copier to use and evaluate on a trial basis.

“Once we used the DocuColor 252, we didn’t want to give it back,” Cristofaro says. So Xerox assembled a total package of equipment and software to meet the department’s current and projected needs. “Xerox came through for us big time,” Cristofaro says.

For color applications, the department now uses the DocuColor 252 and a Xerox® 700 Digital Color Press—what Cristofaro says is “the perfect combination.” Added to this is a Xerox® 8254E™ Color Wide Format Printer.

The workhorses for the department’s forms scanning and black-and-white printing are two monochrome devices—a Xerox Nuvera® 120 Production System and a Xerox Nuvera® 144 EA Production System with a Xerox® FreeFlow® Print Server and Scanner. Xerox® multifunction color printers are also deployed at service counters kept in place at the department’s original three locations.

In addition, a dedicated, on-site Xerox representative is available for service, consultation, and training. “He’s become a part of our staff,” Cristofaro says.

Benefits With expanded capabilities, enhanced quality, and improved job turnaround enabled through Xerox® digital printing technology, the department has overcome customer concerns regarding a centralized operation. Operating costs are down, which makes the MUHC enterprise happy. And the department is poised to offer even more in the future, such as enhanced online job submission and variable data printing. “We’re capturing more customers, and keeping them coming back,” says Cristofaro.

Color quality that really stands out. “Compared to what we had before, we couldn’t believe the leap forward in color,” Cristofaro says. He adds that MUHC’s own in-house graphic designer was “blown away” by the quality of the Xerox® 700 Digital Color Press in applications such as posters, pamphlets, and event invitations.

The department also turned heads with a project involving printing large-format photos. “People couldn’t believe we actually printed them here,” says Cristofaro. “The wide format printer is just phenomenal—and we haven’t even used it to its full potential yet.”

Better turnaround times, volume, and operating costs.Cristofaro says that thanks to Xerox® technology, his operation is able to turn jobs around more quickly when needed and to better handle rush jobs. Monochrome volume is consistently high, and color volume has increased by 100%. Operating costs have actually decreased by roughly $5,000 a month—all while adding technology and capabilities. “We ended last year with a surplus in our budget, so we must be doing something right,” he says.

New streams of revenue. The department provides services to five external hospitals, currently allowing them to generate about $100K in gross revenues. With the new location, new equipment, and new capabilities, Cristofaro says that the department is “better set up to expand this revenue generation—we’ll be going after more business.”

Enhanced profile and reputation. People throughout the enterprise have taken note of the improvements the department has made. “We went from getting negative emails to ones of praise,” Cristofaro says. “Many customers weren’t happy with the fact that we were moving—but with the enhanced print quality and services we’ve been able to deliver, I think we’re going to get some very good feedback in our next customer survey.”

The Document Management and Printing Services department at McGill University Health Centre brings it all together with Xerox® digital printing technology.

McGill University Health Centre Case Study 3

McGill University Health Centre Document Management and Printing Services The Document Management and Printing Services department at McGill University Health Centre (MUHC) meets the printing needs of a network of hospitals that employs nearly 14,000 people. Located in Montreal, Quebec, MUHC is one of the most comprehensive university health centers in North America. It encompasses six teaching hospitals, and its Research Institute is the largest medical and life sciences research facility of its kind in Canada.

Using a fleet of Xerox® monochrome, color, and wide format printers at its centralized downtown location, the department delivers a variety of printing and document services. It also maintains one-person service counters at three of the hospital sites to provide for quick copies, order taking, and distribution. A total of 18 employees help the operation deliver anywhere from 30 to 40 boxes of finished products each day—including reports, booklets, pamphlets, brochures, flyers, newsletters, and forms. In addition, it manages hundreds of Xerox® copiers, multifunction devices, and fax machines dispersed throughout MUHC.

“A large part of our success is due to the support we get from Xerox. It’s been a partnership with a lot of respect on both sides.”

Carmin Cristofaro Manager Document Management and Printing Services McGill University Health Centre