Frankly Speaking

Gearing Up for HIPAA Compliance Audits in IT, Part 1

When the Federal Health Insurance Portability and Accountability Act – affectionately known as HIPAA – was passed in 1996, no one was seriously thinking about how things like the Internet, electronic health records (EHRs), cloud computing and smartphones would affect personal health information (PHI). Fast forward 13 years to 2009, when the Health Information Technology for Economic and Clinical Health (HITECH) Act was enacted as part of the American Recovery and Reinvestment Act. Suddenly, there was an intersection between EHR adoption, government incentives and the safety and security of electronic PHI. Thanks to HIPAA, HITECH and other factors too numerous to list here, the delivery of health care services in the United States is changing rapidly and forever.

This year, the U.S. Department of Health & Human Services (HHS), via its Office for Civil Rights (OCR), launches the first HIPAA compliance audits ever conducted. (It only took them 16 years!) The OCR is planning audits of 150 HIPAA-covered entities in 2012, including hospitals, physician and dental offices, labs, nursing homes and pharmacies. Security compliance will be a major part of the audit, and, in today’s world, that rests heavily on IT folks.

I recently read an article that describes information security as the Achilles heel of PHI. Unsecured storage devices, portable devices and the concept of BYOD (bring your own device) make data loss via theft or computer failure a very real issue – and a headache for any health care IT department. Plus, under HITECH, liability for a PHI breach is extended to business associates (i.e. third-party vendors, suppliers, consultants, contractors, etc.). So, if you’re in IT, you have to think about systems security with any business associate you work with.

I know Graphic Enterprises will be considered a business associate by many of our health care customers in Ohio and Pennsylvania who use the copiers, printers and document management systems we provide. In many cases,  our equipment and software play a critical role in both HIPAA and HITECH issues and objectives.

If you’re reading this, chances are good that you’re not among the first 150 entities that are being audited this year. But, you can be sure you’ll eventually be under the microscope.

So, in this series of blog posts about HIPAA compliance audits, I want to help you get ready by discussing some of the IT security issues that face the health care industry and how you can minimize your risk – particularly with business associates and the use of copiers, printers, multi-function printers and document management systems.

Bizhub: The Efficient Onramp & Offramp for Your Document Workflow

Even though going paperless may be a goal your business is working toward, I’m betting you aren’t quite there yet. And, even if you do some type of electronic document management, perhaps your efforts are scattered across several different platforms.

I’ve invited Chip Reihl, our sales manager, to share a solution that can get you closer to a paperless workplace and help you better organize all incoming and outgoing documents.

With the capabilities of a copier, printer, fax machine, scanner and more, Konica Minolta’s line of Bizhub multi-function copiers can become the hub of your communication as it relates to paper and technology – in other words, a virtual onramp and offramp for your business. All your printed materials come off, and every hard copy that needs to be an electronic image can be added on in seconds.

In fact, the scanning technology works at the speed of the 78-page-per-minute document feeder, even if you’re only copying 20 pages per minute. Bizhub also offers electronic document routing (so you can skip printing stuff out) and seamlessly integrates with apps and architectures that, for example, can automatically turn scanned pages into Word documents or PDFs. The easy-to-use control panel ties everything together.

My customers often tell me how great the Bizhub prints look, too – like originals, in fact. That’s thanks to Konica Minolta’s advanced microtoning process.

For your IT department (or person), Bizhub comes complete with all the tools you need to connect it to your network, where printing volumes, supplies and service can all be automatically monitored. Some sophisticated features include biometric access and user authentication.

Bizhub really is a one-stop shop for document workflow. Perhaps it’s the document workflow solution you’ve been looking for. If your business is located in or near Canton, Akron, Youngstown or even to the west of Pittsburgh, contact us for more information about Bizhub.

Why an Authorized Training Partner Means Better Konica Minolta Copier Service

Denny Clark, Technical Trainer

If your business relies on a Konica Minolta copier, printer or multi-function printer, it’s important that you have a factory certified technician service it. That’s because Konica Minolta has high standards, not only for office equipment, but also for the technicians who take care of it.

At Graphic Enterprises, we currently have 28 field technicians, and the majority of them are factory certified on every type of Konica Minolta office equipment they work on. We  can deliver that level of copier repair and maintenance because, as one of just 30 authorized Konica Minolta training partners in the U.S., we have our own certified trainer, Denny Clark, on site. No other Konica Minolta dealer in our service area – which includes all of Northeast Ohio (Canton, Akron, Tuscarawas County and Youngstown) and western Pennsylvania – has this distinction.

Denny takes between two and six weeks of classes annually with Konica Minolta and then is authorized to teach the exact same classes to technicians here at our office in North Canton, Ohio. If you’re a Konica Minolta user, this gives you three distinct advantages:

1. More factory certified technicians. Thanks to Denny, we have many technicians trained on each type of copier, printer or multi-function printer we sell. Plus, he makes sure our technicians are trained on every Konica Minolta machine in their territory. So, when you place a service call, you can be confident that the person we send will know exactly how to take care of your copier.
2. Technicians who have been trained exactly as Konica Minolta would train them. During classes at Graphic Enterprises, Denny uses the same training materials, labs and equipment that Konica Minolta uses. Plus, he has the opportunity to slow down and go over things as often as necessary to ensure that technicians truly grasp each lesson.
3. Exceptional service quality and repairs that stand the test of time. Denny himself started out as a service technician and understands the value of learning on the job. However, the training courses provide very specific information about hardware and even certain IT components that can keep your Konica Minolta machine running smoothly for longer. In fact, Konica Minolta will not assist a technician on a service call unless he or she is factory certified.

I appreciate the work that Denny does at Graphic Enterprises. He plays a key role in keeping our customers satisfied and ensures that we keep our authorized training partner status.

If you need Konica Minolta copier or printer service, contact us for more information.

Sales is Just a Numbers Game

Sales is a numbers game, and I believe the number one reason salespeople struggle is because they simply aren’t engaging with enough potential buyers. They haven’t found the magic number for their industry.

When I talk about a magic number, I’m actually talking about a magic closing ratio, which on average is 5:1. That means for every five meetings with qualified prospective customers, you should normally close one sale. I’ve asked Chip Reihl to share his many years of experience in this numbers game we’re both familiar with.

In our industry – which encompasses copiers, printers, managed print services, document management and more – you’re pretty successful if you close seven equipment orders each month. Using the 5:1 ratio, you can do the math. That mean’s you’ve got to meet with at least 35 different prospects per month.

Of course, to get qualified prospects, you’ve got to do more math – and lots more calling. It takes about 23 “cold calls” to get one qualified prospect. So, if you need 35 prospects, you need to make a little over 800 calls. That sounds a little scary, right? Thank goodness for division because, over the course of 20 working days per month, that breaks down to only 40 calls per day. That’s a much more manageable number.

Then, if you’re doing well and want to take your game to the next level, simply tighten up the ratio. If you know your territory well, you probably have a good feel of who needs what the soonest. So, set up your calls in that manner. This normally will improve your success rate dramatically and may give you the option of making fewer calls and maintaining your present level or pressing on to a new level of success.

The numbers game is, in my opinion, the best way to work a sales territory and avoid the peaks and valleys of success that sales representatives often see. When you have frequent contact with potential buyers, you come away with four key benefits:

• You are better at uncovering customers’ pain points.
• You know how to solve those pain points with your products and services.
• You improve your phone skills and your closing techniques.
• You make future sales that much easier for yourself.

All around, I’d call that a win-win formula!

Headquartered in North Canton, Graphic Enterprises is a leading Northeast Ohio supplier of Konica Minolta copiers, printers and service.

Four Tips on How to (Accidentally) Become a Celebrity for a Weekend

If you’ve ever wanted to become a celebrity (or just have people think you are), then I have a great story to share with you. It’s about how a regular guy from Ohio who runs a copier and printer company ended up in the front row of a celebrity golf outing photo.

Yea, that guy is me (I’m third from the right), and I certainly learned a lot from the experience. So, here are my four tips on achieving momentary greatness by accident, all while raising money for a great cause.

1. Work hard, manage a company full of great people and get an invitation to a celebrity golf outing.

Graphic Enterprises has been a trusted dealer of Konica Minolta copiers, printers and multi-function printers for decades. Last month, I traveled to San Diego as a guest of Konica Minolta, a major sponsor of the 18th Annual American Airlines Celebrity Golf and Tennis Weekend to benefit the Susan G. Komen for the Cure Foundation. I was honored to attend and pay tribute to our friends, employees and customers who have battled cancer.

As a charity event with elaborate fundraising expectations, I knew the weekend would feature first-class accommodations and spectacular entertainment. However, I had no idea the entertainment would include me.

2. Be nice to everyone you meet and follow their directions without asking.

As I was leaving my hotel room on the opening day of the tournament, I met a very friendly and energetic golf outing participant. At the conclusion of our conversation, she told me it was time for our group photo and directed me to the location. I never thought to ask about the details. We joined a group of other guests and posed for what I thought was a simple photograph.

3. Recognize when people are buzzing about you.

As the day went on and golfers began to talk about the photo, I quickly realized I had been in the wrong place at the wrong time. I was the only non-celebrity in an all-celebrity photograph that would be framed and auctioned at the weekend’s formal closing dinner! Just my luck!

4. Accept the honor (and the expense) graciously.

My mistake led to lots of buzz (and laughter) throughout the weekend, and none of the celebrity guests would allow me to leave San Diego without owning this piece of history. So, with a special gift to the Susan G. Komen Foundation, I now own the wonderful photo above.

Being a celebrity for a couple days was exciting, but the true highlight was being among generous individuals who also support a cause I believe in. And that legacy – which, I hope, will include finding a cure for cancer – is certain to last far longer than just one weekend.

Farewell Don Frank. You will be missed!

Forty years ago my father and his two brothers followed their dream of starting a service business in Canton, Ohio.  Their motto at the time was “We Fix ‘Em All” and while their strategy was fairly ordinary, their passion was remarkable.  In fact, their passion is what inspired family and friends to invest time, talent and resources into a start-up business without knowing for sure what the future would hold. 

My Dad would say that Graphic Enterprises was “divinely founded” and his strong faith and dedication are both cornerstones in what we are today.  Like so many companies, we started as a dream but unlike most, we not only survived but grew into a leading provider of office equipment, professional service, software solutions and consumables to thousands of customers all over Northeastern Ohio. 

 I am proud to lead the company that my father started and I am deeply saddened by his death on September 13, 2011.  Since his passing, I’ve heard hundreds of heartfelt stories describing how he quietly touched the lives of others in a very profound way.  Dad had a way of making his friends and family feel special and never missed an opportunity to say “I love you”.  In fact, many people proclaim the title of being Dad’s “favorite” and in many small ways, I’m sure they were.

 Continuing my father’s legacy is something I take great pride in.  He was my mentor, advisor and friend. In fact, he helped me build my own career at Graphic Enterprises.  I will forever appreciate his knack for building relationships and will never take for granted the value of friends, customers, family, and anyone simply needing to feel special. 

While Graphic Enterprises has lost a true champion, it is my commitment to approach each day with the same spirit, passion and enthusiasm that my father and his brothers did over 40 years ago. 

My dad always gave me great advice.  What was the best advice you have ever received?

Konica Minolta Offers PageScope, a Free Mobile Print App for iPad, iPhone

If you’ve got an iPad, iPhone or iPod Touch, now you can scan and print on the go with PageScope, Konica Minolta’s free mobile printing app. With just a touch of your finger, you can send documents, emails, Web pages, photos and more to any of Konica Minolta’s bizhub multifunctional printing (MFP) products via your wireless LAN connection.

PageScope makes it easy to manage your information wherever you are with these easy-to-use features:

• Mobile printing
• Scanning to your Apple device via WebDAV
• Quickly and easily manage documents via “My Documents”
• Print PDF, TIFF, XPS, PNG, BMP and GIF files on Konica Minolta MFPs
• Access business documents anytime, anywhere

You can even create professional finished copies using PageScope, which offers MFP duplex, collate, punch, offset, staple, monochrome and input tray features on compatible equipment. Plus, the app supports a variety of languages, including English, French, Italian, German, Spanish, Japanese, Korean, simplified Chinese and traditional Chinese.

PageScope Mobile is compatible with the following:

• iPad, iPad 2 (iOS 3.2, 4.2, 4.3)
• iPhone 4 (iOS 4.1, 4.2, 4.3)/iPhone 3GS (iOS 4.1, 4.2, 4.3)
• iPod touch Fourth Generation (iOS 4.1, 4.2, 4.3)

To download it now, just visit the Apple App Store on your Apple device and search for “Pagescope Mobile.” You can also download the PageScope Mobile App to your PC via iTunes.

Manage Printers and Copiers with User Authentication, Account Tracking

Laser printers and multifunction copiers have been around for quite some time, and the technology associated with these types of office equipment continues to increase in sophistication. As part of a managed print services plan, many companies use them to control printing costs.

I’ve invited John Sedlak, our IT director, to explain how printer and copier user authentication and account tracking work.

Printer User Authentication and How It Works
User authentication via PIN (personal identification number) codes essentially allows you to manage who is permitted to use a particular copier or printer and to set their rights and limits. Your system administrator can assign a PIN to each employee or user with specific parameters that allow, deny or limit various types of usage. Examples include:

• Allow black printing/copying, but not color. This one is very popular since color printing/copying is more costly.
• Allow black printing/copying up to a certain amount, then deny.
• Allow copying, but deny printing (or vice versa).

An additional benefit of user authentication is secure printing, which permits users to embed a PIN code in their print driver properties when they print. Their print job is then handed off to the copier or printer and held in secure memory at the machine. To release their print job, users must input their PIN code at the copier control panel, ensuring the secure document is received by the intended user.

There are other ways to assign PIN codes, such as embedding them in a user’s print driver or requiring them for every print job from a given PC. Many multifunction copiers will accept an employee ID badge (swipe card) or RFID (radio frequency identification) key fob in lieu of a PIN code.

PIN codes can be  permanently embedded in a user’s print driver, or a user may be required to enter a PIN code for every print job.  Additionally, many multifunction copiers can be outfitted to read an employee ID badge (swipe card) or RFID (radio frequency identification) key fob in lieu of a PIN code.

Copier Account Tracking and How It Works
Account tracking works in conjunction with user authentication as the reporting side of the equation. This feature allows you to review user data at any time (weekly, monthly, quarterly, etc.) through the copier’s web interface or by printing reports.  The most common fields reported are:

• User (PIN and employee name)
• Number of black and white copies or prints
• Number of color copies or prints.

Essentially, this tells you who used the machine and how much he or she used it. This can be very beneficial if you need to do individual or departmental bill backs for printing and copying costs or to set limits on users or departments. Your administrator can set these limits and restrictions for each type of printing and copying.

If you are looking for ways to control your costs, this is an excellent way to start!  In most cases, the user authentication and account tracking features are a native part of your machine.  They just need set up and configured.  Instructions are located in your operation manual, or you can call our service department for assistance.

If you’re ready to optimize your print services, user authentication and account tracking will certainly help!

Setting Goals in Sales and Life

Whether you want to improve your sales, lose weight or even buy a new car, you need to understand how to set goals and apply yourself diligently to achieving them. I wholeheartedly believe in the power of goal setting because it’s been a key component in my sales and business success for years.

The following steps, as explained by Graphic Enterprises Sales Manager Chip Reihl, can help you define your goals – whatever they may be – and learn how to make practical forward progress:

Goal setting, at the start, requires having a mental conversation with yourself. Start by asking these questions,

• What’s the benefit of this goal for me? Is this goal my own, or does someone else want this for me? To successfully reach a goal, it must be your personal goal.
• Is this goal consistent with other goals in my life? Goals cannot be in conflict. For example, you can’t resolve to spend eight waking hours of every weekday with your family and also actively climb the corporate ladder. Those two goals don’t mesh well together.
• Can I see myself reaching this goal? If the goal is too big or far-fetched, you’ll set yourself up to fail. If it’s not challenging enough, you’ll have little motivation and few achievements.
• Will my life be in balance when I reach my goals? You don’t want to be more miserable when you finish than when you started. A good goal should help you maintain harmony in your life.

Once you’ve truthfully answered these questions, here’s how to set goals:

1. Write it down. If the goal stays just in your head, you probably won’t accomplish it.
2. Be specific. List details and a reasonable, yet motivating time frame.
3. Break the goal down into bite-sized pieces. Create an action plan that’s consistent with your goal and keeps you moving forward, a little at a time. You need to compare long-range goals to the day-to-day goals (big picture vs. daily grind).
4. List and identify any obstacles that may stand in the way. Decide beforehand how you will deal with these obstacles when they pop up. Be mentally prepared.
5. Associate with people who will help you achieve your goal. Avoid those who will be negative about what you’re trying to accomplish.
6. Make the goal as public as possible. Hang a sign in your office (or on your fridge) and ask others to help you stay accountable.
7. Start now. Don’t wait for New Year’s Day or some other “perfect” time.

Today is the right day to set a goal and start your journey toward it. You’ve got all the tools you need to make a plan and achieve it.