interview by fanzhongqing


									Interviewer:   Let me ask you, what is the best part about your job? What do you enjoy the most?

Participant:   The variety and be able and being able to create and see other people using or

Interviewer:   What would you say is the primary purpose of your job from the company’s point of
               view? How would they describe your primary role?

Participant:   I think technology related is broken. I get the call or it doesn’t work.

Interviewer:   Specifically relating to printers, what is your role?

Participant:   Same thing. Regarding printers, we got almost looked as we have 2 networks for
               printers. We have our general network, which is for just day-to-day use, and we have
               our Dealer Management System or DMs that is controlled by Reynolds & Reynolds.

Interviewer:   By say that again please?

Participant:   Reynolds & Reynolds is the DMS provider. Anything it goes through the DMS only prints
               on their printers that they’ve established throughout our network. Although we can also
               use those printers as network printers that will more or less dictate what will work on
               their system.

Interviewer:   This is a network that’s kind of in here in parallel to the peer-to-peer network that you
               are talking about.

Participant:   Yeah, more or less. They all run on the same network but they have their own print
               servers, which the output from their system will only go through. There’s a specified

Interviewer:   The output from those computers will only go through 7 printers.

Participant:   From their system. The workstations connects us an internal network. If it’s gonnna
               print through their system, it’s only gonna go to certain printers.

Interviewer:   In their system, there’s an application that’s running on all the computers?

Participant:   Yeah, it’s a terminal software. It’s a popular system so if you did dealerships, you’ll
               probably run into it again.

Interviewer:   This is common. We haven’t done any other so that’s interesting. I mean the analog will
               be the in mail state, right? We have one in RMLS so everyone has same system.

Participant:   Majority of the others either use Reynolds & Reynolds or ADP and there’s some others
               smaller systems out there.
Interviewer:   You say more about the printers that are on one system or the other. Do they dictate
               what types of printers you have for their stuff?

Participant:   Reynolds dictates which printers will work on their system.

Interviewer:   Did you purchase all these printers?

Participant:   Yes. We purchase them. We were maintaining them with repairs being done by North
               West Printers Support that we recently signed a contract with American Printers
               Services that will come out maintaining for us and do the repairs.

Interviewer:   Do you use this outside vendor for all the printers here?

Participant:   No, the busiest ones.

Interviewer:   For you personally, what does it mean to be in charge of maintaining the printers? What
               is the typically month of printer support look like for you?

Participant:   We are always repairing paper jam, which American Printers Service will take care of
               that but usually the paper jams are within the fuser. Right after this is some of the
               printer and takes the fuser out that I shouldn’t have to do that anymore. If we do have a
               situation like that, I have other printers I can swap until this service comes. [ 00:05:00 ]
               Paper jams being the most common and frustrating portion of the whole printing
               process. It’s frustrating for everybody.

Interviewer:   Let me ask you about this port workflow here. I’m actually kinda draw it out. I get this
               sets of how this works for you. When you get a call to fix/maintain/do something to a
               printer when someone has an issue, there’s some kind of trigger that causes you to
               know about it and deal with it.

Participant:   Phone call. It’s just very simple. If it didn’t work we begin to fix it. If the printer doesn’t
               work for the reason they call, we’re supporting them on the printer then.

Interviewer:   Let’s talk about your past experience. What has been happening? They call you, what
               happens at that point you get the call?

Participant:   I go down, verify the problem, and attempt to repair it.

Interviewer:   You go to the physical location of that printer.

Participant:   If I could take care it out either even swap it out, I’d swap it out because they need
               print capability all the time. I’d swap it out and I call the repair service.

Interviewer:   Can you think of an example of recent time when you just repaired it?

Participant:   [ notunderstandable ], papers jamming through them verifying at it. Papers all spread in
               the fuser, remove the fuser and repair the paper jam.
Interviewer:   Does anything happen to document this event?

Participant:   No.

Interviewer:   When you finished working with that printer, let’s go back to the path where you
               swapped it out, do you have a closet full of printers? What do you do?

Participant:   Yeah. We have a storage area where we have our toner. I’ll swap out a printer from that
               area and place a service call.

Interviewer:   Are there any particular tools that you’re using to manage printers or keep track of your
               printers or service printers?

Participant:   No.

Interviewer:   Have you ever thought about tools that might make this part of your job easier or it’s all
               about what we’ve improved this process?

Participant:   Not really maybe because I don’t know what’s out there to help manage that.

Interviewer:   When you decided to get to with this new service and your new process, which would
               be the phone number on the printer, someone just call. How did you go about making
               that decision?

Participant:   One of our sister stores has been using that. It was direct. Other dealerships use it and
               say, “Yeah, quite helpful.”

Interviewer:   Have you seen this as an action yet? This new process?

Participant:   No.

Interviewer:   I’m just wondering if will you avoid that phone call completely?

Participant:   Initially, I’ll probably get the phone call stuff but over a period of time the other
               employees are there. It’s strictly just to call the number in the printer. Their response
               time at the end of the dealership is typically [ 00:10:00 ] about 20 minutes. If they can’t
               repair on spot, they’ll have the printer on our vehicle as well.

Interviewer:   This is like a blank contract that they would come here for any kind of issue or if it
               doesn’t require that you kind of give of a description depending on what you describe is
               the problem. Then they come or don’t come or just give you the phone support or
               something like that.

Participant:   Basically, it’s just overall support. We’ve been instructed just to tell him what the
               problem is.

Interviewer:   They don’t do regular things like supplier replacements.
Participant:   They can but there’s really no need.

Interviewer:   Will you still do that?

Participant:   We still do like toner replacement.

Interviewer:   You still purchase and you’re going to maintain that and keep a store of that.

Participant:   Yeah. We’ll still do the supplying deeper like fusers and stuff. Depending on the printer
               we’ll probably just have them do it because we don’t typically keep an inventory of
               anything rather than toner cartridge.

Interviewer:   Let’s talk about what happens when you find out you need to replace a toner cartridge?
               How does that process work for you?

Participant:   The process is once you start printing light more of using the printer at that time will
               come up and just exchange cartridge.

Interviewer:   Would that person go down and put it in himself?

Participant:   Yeah.

Interviewer:   The employees all come doing that?

Participant:   Yeah.

Interviewer:   Do you even know when that happens?

Participant:   No. We have an exchange program so they’ll bring the old toner up to the toner room
               and I could see what they have been doing. Then the service that does the toner
               replacements would come every 2 weeks and swap out.

Interviewer:   The printers that you have are they purchased or they are least.

Participant:   They are all purchased.

Interviewer:   They are all purchased.

Participant:   Tell us what some of those are.

Interviewer:   The printers themselves?

Participant:   Yeah. Their difference. Are they different in different departments?

Interviewer:   Yeah. There are dealership to dealership. Ones on the maintenance contract, they are all
               the ones that were dictated by Reynolds and those are Optra P644.

Participant:   Opturaty.
Interviewer:   Optra. They’re Lexmarts. We’ve purchased a couple of additional 642 which are
               compatible to 644. We also have a couple of Optra C522C which are on the contract
               which aren’t on the Reynolds system. Those are the colors. We have bunch of smaller
               personal lasers like some Brothers.

Interviewer:   Are they all lasers?

Participant:   Yeah. We have a few contract printers that are on dot matrix.

Interviewer:   When you say contract printers, they are used by the people with developed contracts.

Participant:   The finance department. Those supposedly will be going over the laser.

Interviewer:   Can you say more about choosing to have 100% lasers around you? No ink jets?

Participant:   Ink jets are cost effective for us. Lasers are much less expensive to operate for us plus
               it’s faster. If we do that, one ink jet still will be used.

Interviewer:   [ 00:15:00 ] When you say still, did you have more or you’ve been facing them out?

Participant:   Yeah more like maybe 10 years ago that I tried to phase them out.

Interviewer:   The printers that are kind of specified by the DMS system, is there a specification there
               that says this needs to be laser or that was just your decision?

Participant:   No. it’s them.

Interviewer:   It was?

Participant:   It’s their spec.

Interviewer:   What would you say are the aspects of the printers themselves that you think can be
               changed to make your job easier, your life easier sort of thing?

Participant:   My job now is not too bad in the service but from the frustration point is the paper jam
               issue that seems to be a continual thing. The other thing would be the longetivity of the
               toner. We’re using high yield cartridges and I’m not sure how many pages they are
               actually giving out but it’s not necessarily expensive. The toner is the frequency you’re
               having to choose the cartridge which is business disrupted.

Interviewer:   Is that something you’d like to know the number of pages?

Participant:   Yeah. It’s helpful as long as it’s a realistic number because they advertise high yield is
               25,000 pages. Realistically, maybe we’re getting 10,000 pages.

Interviewer:   Do you have for something within that software provided or driver provided to get that
Participant:   We could that I know just because I don’t know when they swap or not. If there is a
               management tool that allowed you to do that where it would send so many cartridges in
               their place, I think that would be a useful information.

Interviewer:   We skipped some of the questions about the ends users but I’m gonna go back to them
               so we can talk more about some of the stuff. I’m gonna ask you about what kinds of
               things people are printing in some of these different printers? We’d like to get a sample
               if we can of some of the different thing if that’s an option but for now let’s just have you
               tell us what are some of the different things being printed on these.

Participant:   At far the heaviest use is probably on our service department for the printing of repair
               orders and report on the repair the invoices. We’re looking at different ways to grow
               and cut down the number of top user items that have to be printed. Second, probably
               purchase department printing invoices. Our business office print [ notunderstandable ]
               and also accounting reports. Then we’ll have just other users instruct billing print on
               what pages or general information they just tell either for their own use or the handout
               to customers.

Interviewer:   Which of these are color printers? How important is it for somebody?

Participant:   In the service department technicians are using a program now that will recommend
               services as a color based [ 00:20:00 ] menu and have them print out. Finance
               department have the same option, too with the program that they using to recommend
               different products per customer instead of a color based menu.

Interviewer:   Sounds like color is important for those printers.

Participant:   Yeah. I mean it’s just important just expensive. It’s hard to control since most people
               have access to the colored printers.

Interviewer:   When you say hard to control, can you give me an example?

Participant:   If they’re printing a black and white page or something or webpage that they don’t
               really need color on. There’s a chance it will go through the colored printer.

Interviewer:   Do you have any kind of company policy or sort of understanding that you’ve tried to
               educationally you’ve tried to do about that?

Participant:   No, as of the user expression.

Interviewer:   You mentioned that at least in this step that you talked about on the phone about the
               printer language or the page description language that you use here is PCL6. Can you say
               more about that? How did that come about?
Participant:   I think PCL6 usually because of the driver defaults, too. There’s really no purpose for us
               to use that particular language. Since everything, we use printers through Windows or
               through our DMS and I think they actually printed PDF.

Interviewer:   But it’s all Windows based stuff for your end users?

Participant:   Yes.

Interviewer:   Do we talk about what models are they using outside of the DMS system? We talked
               about that being the Lexmart but are they used for other stuff, too?

Participant:   The same printer that the Reynolds system uses are also network printers for personal
               use, too in the majority of the cases. If someone needs a printer as close to their
               workstation, we’ll get them just a personal laser or possibly a network if it’s in a group.

Interviewer:   You did say that you have a couple of smaller personal lasers. What brands are those?

Participant:   Brother.

Interviewer:   I guess you mentioned that. I just have to write it down.

Participant:   We have a few HPs for a while. That’s pretty much it. I try to stay with one brand.

Interviewer:   The step primarily throughout it sounds like it was Lexmart for all than Reynolds &
               Reynolds stuff.

Participant:   We have HPs for a while. They had paper feed issues so we just kinda with the Lexmart
               brand for a while. People start liking the Brothers that were coming out so we kinda
               went over them and now we’re almost trying to get back to HP with the other printers.

Interviewer:   Do you have a couple of those?

Participant:   We’ve got one that we’ve been trying out.

Interviewer:   What’s that one? Do you remember?

Participant:   The one that says 5240. That would be all. It’s used by realty department to print realty
               contracts. They love it. It was provided to us by North West Printer Support. They just
               gave it to us to try out because they sell and refurbish them. They had million half page[
               notunderstandable ].

Interviewer:   Did you set that up? We’re you the one who set that up and configure it here?

Participant:   Yes.

Interviewer:   I like to [ 00:25:00 ] talk about that a little bit but maybe will kinda go to your more
               general day first and then I wanna talk about the set up. In a typical workday, can you
               list some of the activities that you’ll do? Is there a typical workday?
Participant:   There is no typical workday. The only routine I really have is I set the back up for the
               DMS. That’s all about it takes.

Interviewer:   Do you do that first thing?

Participant:   Yeah. Most processes are photos for the inventory of the website.

Interviewer:   Who takes the photos?

Participant:   We have a person in house.

Interviewer:   Then how do you get them?

Participant:   I actually get them off the camera.

Interviewer:   You do. You post process those. Other tasks that you do of not a typical day I think of a
               day in the last day or two?

Participant:   Programming the different applications that they need so I update the programming or
               create new. If there’s always changes to the website that needs to be done or request of
               the server. Some other computers got spyware or something. Someone might need a
               new workstation somewhere so I order the components and put that together.

Interviewer:   When you say workstation, do you mean personal computer and more than that?

Participant:   Personal computer. Monitor. Printers typically network pairing.

Interviewer:   Post them on the network?

Participant:   Yes.

Interviewer:   Do they have any that are directly connected?

Participant:   A few but the majority are networked.

Interviewer:   What we’d like to do let me fo to look at where some of these are located. I’d like to see
               maybe an example a direct connected one and then some other networking types.

Participant:   Okay.

Interviewer:   When you set up a new workstation, do you also set up the print drivers?

Participant:   Yes.

Interviewer:   How’s that done?

Participant:   Just through Windows. I will pick a printer that’s closest to their location and set it up as
               a network printer.
Interviewer:   Is it like you use a CD to install?

Participant:   Depending on the printer. It depends on the operating system, too. If it’s XP, I’ll just set
               it up using the IP or drivers in the Windows. If it’s like a Lexmart color one and it’s XP
               then I’ve got the CD on the network so I just pull up in the network and set that up. On
               the same printer if it’s Windows 7, it’s a built in driver that makes it easy.

Interviewer:   Do you use like a universal driver?

Participant:   No. It’s usually dedicated to that printer.

Interviewer:   For Windows 7 systems, do you able to get drivers for everything you have here?

Participant:   So far, they’ve been built into the operating systems.

Interviewer:   What would you say is the next XP machines here versus Windows 7 machines or
               something else?

Participant:   [ 00:30:01 ] Maybe 5% – 10% ia almost 2,000. 80% is probably XP and 5%- - 10% is
               Windows 7. We’re phasing out 2000. Either that’s replaced with XP. The problems we’re
               having with XP and 7 is some of the applications that we use aren’t set up to run on
               Windows 7 or they are not set up to run on Windows 8 or Explorer 8 so they have to use
               Windows Explorer 7 on some of our web based applications. Our DMS wouldn’t run on
               Windows 7 until this latest release which was given to us about a month ago so that’s
               kind of far behind.

Interviewer:   Any other task that you do in a normal day?

Participant:   Phone system management.

Interviewer:   What is that until?

Participant:   Until same network or e-commerce. They’re IP phones so setting up extensions and

Interviewer:   Not too much printer related in your normal day.

Participant:   Not of a lot. Usually it’s just putting up fires.

Interviewer:   Can you think about of the most recent printer related fire you have to put out?

Participant:   Just the paper jam.

Interviewer:   Let me ask you a little more about this overall. What percentage of your time would you
               say you’ve spent servicing printers?
Participant:   It’s so variable. Some days none. There seems like that you get a rush once in a while
               with several at once. It could take up to an hour. I’m just trying to figure out what’s
               causing the problem, why it’s doing it. Love to do it proactively.

Interviewer:   You’ve mentioned that people call you for issues about paper jams. Are there any
               samples or things that people usually come to your phone related to printers?

Participant:   It’s almost always paper jams.

Interviewer:   It’s always paper jams. So there’s no issue in terms of like software or not able to print.
               Things like that.

Participant:   Very rare.

Interviewer:   All these printers are in a central network, you have a list of products and IP addresses
               and things like that that you maintain.

Participant:   Uhm hmm.

Interviewer:   That is a tool or it’s just manually maintained?

Participant:   It’s just manually maintained.

Interviewer:   Do you have like Excel or something or do you have a list?

Participant:   I wrote a program that kind of useful for me. If I needed to the control panel, I just
               basically click on the printer location and open the browser if I need to make some
               changes like that or review some fire on list if someone’s complaining.

Interviewer:   Is this a program that you do it yourself?

Participant:   Yeah. Basically, it’s the same thing as typing an IP in your browser.

Interviewer:   May I see that?

Participant:   Oh sure.

Interviewer:   Do you usually go there when you’re setting it up or do you do that looking at there
               occasionally to kind of track?

Participant:   If someone is calling with a problem like they say they just replace the supplies in it, I
               might go in there just to look and see what the printer is saying if the cartridges falling
               off. Maybe get a page count. I rarely have to make changes to the printers but some of
               those settings can be made through the control panel.

Interviewer:   You go and try to print out your report of the page count.

Participant:   I’m all look at it. I can go to the printer itself and print out.
Interviewer:   [ 00:35:00 ] You just use this program that you just mentioned to look for this detail.

Participant:   Basically, the connection of the printer. You access to the control panel. Once I’m in the
               control panel, I’m in the printer. The software doesn’t control the printer whatsoever. It
               just allows you to access the printer.

Interviewer:   This is for you to view whatever information the printer is having.

Participant:   Uhm hmm. It tells me if the printer is offline.

Interviewer:   You could kinda make sure before you go down.

Participant:   Yeah. Like the printer is not printing it’s like okay, let’s check to see if there’s a
               connection. So I’ll click on it and it’ll tell me yeah it connects or no it doesn’t connect.
               Then probably it’s just the cable who’s falling out or there’s an issue with the switch or

Interviewer:   Most of the time it’s just the cable or it’s switched off or something like that?

Participant:   Yeah. Sometimes it’s just the cable.

Interviewer:   Have experienced any network related failures?

Participant:   What’s that?

Interviewer:   Any network failures or anything more serious than that kind of affected all the printers
               on that?

Participant:   If things aren’t feeding through the Reynolds system, I’ll get calls from service saying,
               “Hey, it’s not printing.” And purchase will call, “Hey, it’s not printing.” There I know
               there’s something wrong with the Reynolds print server so then we’ll call their number
               for support. Then they’ll usually clarify just restarting their print server.

Interviewer:   All print jobs can actually routed to this print server.

Participant:   To our DMS. Anything DMS related will go through that. If they are just gonna print
               something on their desk top, it’ll go directly to the printer.

Interviewer:   This is also like a queue system.

Participant:   Yeah. A queue system.

Interviewer:   What does DMS stand for?

Participant:   Dealer Management System

Interviewer:   Is it also possible to print to a printer that’s in the DMS system that has a different
               dealer location? Is that possible to do?
Participant:   Say it again.

Interviewer:   You said there age other dealers and they are all using DMS system, right?

Participant:   They are using their own DMS.

Interviewer:   Oh, they are using their own DMS?

Participant:   They have their own.

Interviewer:   This DMS system support only this location.

Participant:   Right.

Interviewer:   There is no like internet component to the DMS where you might be able to see the
               other locations.

Participant:   No. Some dealerships will have more than one store. In that case, we typically have a
               central location for their DMS and it’s shared amongst their stores.

Interviewer:   Do you guys have any other locations?

Participant:   We have one other location.

Interviewer:   Do you service any printers over there?

Participant:   No. They use American Printer Service.

Interviewer:   You never even get calls from them like paper jam kind of call.

Participant:   No. They are in Tiger.

Interviewer:   It’s pretty far?

Participant:   It’s pretty far.

Interviewer:   Do you have responsibility for anything else IT related for that other location?

Participant:   I kinda oversea it but it’s a small store.

Interviewer:   Do you go there?

Participant:   Very rarely. Trying not to. Trying to do everything remote even through the phone.

Interviewer:   The program that you wrote that lets you get in the printer management software, do
               you have their IP addresses so you could check out if something is happening with the
               printer over that store?

Participant:   Yes.
Interviewer:   Let me ask you about printer set-ups. You mentioned that you did just set up that HP
               that you got from boner or trial. Can you tell us about how that went when you got that,
               set it up and configured it?

Participant:   Yeah. I just went to the printer control panel anyway and give an IP.

Interviewer:   Right there on the device itself in that panel.

Participant:   Yes.

Interviewer:   Most of them are [ 00:40:00 ] connected through a network cable or is there a wireless
               printer as well?

Participant:   They are all wired.

Interviewer:   They are all wired. Did you have any issues with getting that HP set up? Did they give it
               to you in a box then you just take it out from the packaging?

Participant:   No. They just dropped it off. There it was.

Interviewer:   Already opened it.

Participant:   Yeah. It’s refurbished. They refurbished it. Probably, the biggest issue is trying to find
               out where the setting was for IP. It wasn’t real clear. Instead of taking 15 seconds, it
               might take a couple of minutes.

Interviewer:   Is that typical most of the time the new printer set up is already opened up and you just
               configure it or do you also do the unpackaging if you buy a new one?

Participant:   If I buy a new one yeah I’ll unpackage it.

Interviewer:   We happen to talk about refurbished one so it didn’t have box. What was the last time
               before that you might have set up a new printer?

Participant:   Like on the Brother or through Amazon in a way or whatever. Unpackage it. The
               Brothers have their own software so you just run the disk.

Interviewer:   Any issues with that one if you think back to the last Brother Printer you set up? Most of
               these printers when a new one arrives is its specifically for a group of people or one

Participant:   It depends.

Interviewer:   You go and install the driver in each one of the stations or they have a software?

Participant:   I install it on the workstations that need the access.

Interviewer:   You do that in each of the workstations.
Participant:   Yeah.

Interviewer:   Are there printers that you’ve had experience with that makes this process really easy or

Participant:   I’m gonna say from a user’s standpoint maybe the Brothers are little easier to set up
               because it tells you what printers are out there. You pick and choose which one you
               wanna set up in that work station. You don’t have to enter in IPs. For me, it’s easier to
               use the IP because I know exactly what printer I’m dealing with. I don’t have to say,
               “This mac address belongs to this printer over here.” Or whatever especially when you
               have 4 or 5 models that are the same. I put it in the CD and it pull up 4 of them like
               which one do you want?

Interviewer:   How do you identify if it is for the same printer?

Participant:   I believe the Brother software actually has the IP often inside so I will be able determine
               which one it is by the IP.

Interviewer:   That applies with any Brother printers just like one software that would work for all the

Participant:   All the Brothers have the same model.

Interviewer:   The same model. It’s like different instances of that.

Participant:   Yeah. I can demonstrate that, too.

Interviewer:   Yeah. Maybe we should take a look at that. Your ends users also kind of like once you
               said configure one printer for say a person, do they also have the option to kind of
               access other printers? Do they do that very often?

Participant:   Yeah. We have a black and white and a color laser if they have that need.

Interviewer:   You mentioned that different departments have different users so this department and
               finance department have general information on that page printer. Do people kind of
               change or choose printer depending on what they are printing like the item itself?

Participant:   That’s the whole of that. They only use the color printers for a brochure or a chart that
               needs color. General purpose printing they’ll print in black and white so it’s more cost

Interviewer:   Is there only one printer that’s always busy that everybody’s printing to?

Participant:   It’s pretty well spread out. No one has to wait for print jobs to finish before they can get
               there. [ 00:45:00 ] It’s usually there.
Interviewer:   How many printers are we talking about like in the service department where you said
               that has heavy printing?

Participant:   Service department there are 3.

Interviewer:   Totally in the whole facility?

Participant:   15. Maybe few more. 15 network printers.

Interviewer:   So kind of the users do the load balancing themselves. They kind of know which printer
               they print the job is gonna print come out.

Participant:   We set the printer up on their workstation. Basically, it’s just in a natural flow. It just
               more or less happens that way.

Interviewer:   But you kinda set it up?

Participant:   Yeah.

Interviewer:   Just by experience and seeing how things go you just do that.

Participant:   Yeah. That printer in the service department they gotta print in that printer instead of
               the one across the building.

Interviewer:   Do people do other things than printing? Like do you have multi functions like copying,
               faxing, scanning?

Participant:   We have a couple of fax. We have a Brother that is multi function. Couple of Brothers.

Interviewer:   Is that something that is commonly used? Like the copying feature?

Participant:   Faxing. Copying, no.

Interviewer:   Faxing is done through that multi function device or there’s a standalone fax machine?

Participant:   As a printing device. We’ve got one like that. We have a couple of dedicated fax
               machines. It depends on the department what we decided to put in there.

Interviewer:   How about scanning?

Participant:   We have scanning needs. We have a Sharp copier that will fax to your desktop. It’s
               pretty much the only scanning that is done.

Interviewer:   You send the soft copier’s an email or it just scans.

Participant:   It scans. There’s a piece of software on your desktop. The copier itself you can choose
               where to send it.

Interviewer:   It saves file to your desktop.
Participant:   Yeah. It saves file to your desktop.

Interviewer:   All this is preconfigured. Do you do that also like setting?

Participant:   I configure it. I set it up.

Interviewer:   You have that set up in that one machine or do you do that when you get a new printer
               and you see it has this feature that you configure?

Participant:   It just depends on what they need the machine for. Typically, we’ll just buy a printer
               without multi function. It’s a straight printer.

Interviewer:   You just have the one Brother multi function or both of your Brother printers?

Participant:   I think they are both Brothers they are in a couple of different locations.

Interviewer:   Are they both the all in one thing with fax and scanner.

Participant:   Yeah.

Interviewer:   Which department you said uses that?

Participant:   There’s one in the finance and one in the purchase department.

Interviewer:   Is there anything that is confidential that is printed here that people usually uses a
               printer for printing?

Participant:   In finance, they print contracts.

Interviewer:   They have their own machines at their desktop.

Participant:   They are parallel printers.

Interviewer:   You mentioned about 15 or so network printers and how many people are the users?

Participant:   In a dealership, there’s a bout 150, maybe 100 actual users.

Interviewer:   For example, in the service department again, how people are sharing those 3 printers?

Participant:   I’m gonna say about 15 at any given time.

Interviewer:   Do you have any other questions about set up before we go to choosing? We touched
               on this a little bit. [ 00:50:03 ] We just need a couple more questions then we’d like to
               get the pictures of some of your stuff and like to see the utility that you wrote that lets
               you get into the management puzzles, too.

Participant:   Okay.
Interviewer:   You touched on this a little bit. If you think about giving feedback to influence future
               printer purchases, would you be making that purchase decision?

Participant:   Uhm hmm.

Interviewer:   What features or qualities would you be looking for in your next printer purchase?

Participant:   Speed, reliability, number of pages per cartridge.

Interviewer:   What kind of reliability indicators would you be looking for?

Participant:   I’ll be reading customer comments, customer reviews.

Interviewer:   Where do you go for that information?

Participant:   Amazon, eBay. They all have good ratings as long as the model isn’t dictated to this like
               the Lexmart.

Interviewer:   Do you typically go and try to buy one that you already have to see if there’s a new
               version of that same model like for example the Brother?

Participant:   I tend to stay with what I like. Let’s say there’s a Brother model that are alike. There
               might be a new one out. If this very reliable printer, I’ll just tend to stay with it. Cost is a
               factor, too.

Interviewer:   You mentioned cause. What does it trigger to buy a new printer? How does it all start? I
               mean does someone comes to you or do you sense a need depending on what you hear
               all around you?

Participant:   No. I’m told that there’s a need.

Interviewer:   It is just specifically from a person.

Participant:   Usually a manger that say we need a printer over here.

Interviewer:   Then you do all the research. You go around and buy as well or make the order to buy it.

Participant:   Right, as long as it is outside of our DMS.

Interviewer:   Aside from the DMS printers, what features do your users care about?

Participant:   Speed and reliability. Reliability is probably at the top because they don’t wanna get
               frustrated. They just want something to print and don’t have to think around.

Interviewer:   Are there printer features that users have told you they specifically need?

Participant:   No.

Interviewer:   Anything that they are doing like duplex printing or that kind of stuff other than color?
Participant:   Other than color I don’t think people even know about duplex around here. Even if it
               has the capability, I don’t know if it would be used. It would probably more about
               training thing.

Interviewer:   What about sizes? Are there needs for different sizes of output here?

Participant:   Legal and letter other than finance which is extensively go on some cases. They use the
               dot matrix printer so the size really isn’t an issue. You will just feed it through. On the
               lasers are invoices are legal and everything else is letter.

Interviewer:   You said you were gonna be probably replacing those dot matrix.

Participant:   I hope to do that for past 10 years but it looks like it’s posted to a reality.

Interviewer:   The dot matrix is used specifically for?

Participant:   Printing contracts.

Interviewer:   Is there any kind of billing like invoices that you print or that’s usually also in a letter size

Participant:   Some of the invoices are legal. [ 00:55:00 ] The reason they are legal because they have
               coupons on the bottom but we’re looking to actually get rid of that feature and just go
               with all letter. That’s the one what we’re hoping to do.

Interviewer:   It would be great if you could just share some of the examples that are usually get
               printed around here. I mean give me blank ones.

Participant:   We’ll black out the [ notunderstandable ].

Interviewer:   Yeah, we can do that.

Participant:   Any other questions before we take some pictures? Thank you for all that. We’d love to
               get a look at the software you are talking about then get a couple of pictures.

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