A Friend in the Business

WHAT IS the best way to advance in the printing industry? Buy your own press and start printing jobs on the side, says Jimmy Friend, director of Printing, Copy Center and Mail Services at the University of North Texas. It worked for him.

After growing up in Abilene, Texas, Friend moved to Dallas in 1969, and studied electronics at his community college. He landed a job as a press operator with the Drawing Board, a chain print shop, eventually working in prepress and bindery, as well.

"I immediately enjoyed the printing industry and changed my education focus to business and later to quality assurance," says Friend.

In 1979, he took a job as quality assurance manager with Parker Pen, which he still calls a "great company." Around this time, at the suggestion of someone from his church, Friend purchased a Chief 11x17˝ press, and began producing jobs for local businesses and friends. His wife, Donna, managed the operation, along with three employees. When Parker Pen closed its Dallas office, Friend began working there full time.

After producing overflow work for Southern Methodist University's print shop, Friend was offered a position there as assistant director.

"After much discussion with my wife I decided to give it a whirl," says Friend. "My wife continued to manage the print operation until 1987 at which time we sold the business.

"At SMU I enjoyed the academic environment and the university community and worked with a really great bunch of folks," he adds.

Friend stayed at SMU until the university restructured and downsized many campus departments. In 1989 he moved on to the University of North Texas, in Denton, where he has worked for the past 17 years.

Changes in Customer Relations

Upon Friend's arrival as assistant director, the in-plant had just installed its first Mac computers. It had a 40˝ press, a 25˝ press, a couple of duplicators and a web press for the university newspaper. But the shop had many service issues. Delivery was slow and work quality was low.

"I made changes, starting with the way we talk to the customer," says Friend.

In 1995, Friend was promoted to director. Although service was under control, Friend now faced his next challenge. He continued with plans to merge the print, mail and copy center operations.

"It was a challenge for us because we didn't know mail and they didn't know print," he shares. Ten years later, all that has changed.

"We produce and fulfill all requests for student information about programs, financial aid, housing, etc. in a four-day turnaround time," says Friend.

Another milestone at the in-plant was Friend's decision to purchase an HP Indigo 3000 press in 2002.

"We had many meetings to show how we served the university," says Friend. "Our recruitment system played into that solution. We have over 200 brochures in inventory. To print on demand is a huge difference."

The HP Indigo has won multiple In-Print awards for the in-plant. Book covers for course workbooks, one winning entry, have become a new source of revenue. The text is printed on Canon black-and-white printers and covers are run on the HP Indigo. Because books are printed on demand, overstock is eliminated. As a result, the price of the in-plant's first workbook went from $47.50 to $20.00. Since the in-plant also handles copyright clearance, Friend plans to print more workbooks in the future.

"I plan to make a bid on each book, as each contract with the publisher ends," says Friend.

As for the future of this in-plant, which currently employs 39 full-time and 15 student workers, Friend says he will continue to watch new technology, while remaining dedicated to serving his customers.

"It's a real challenge to keep up with new technology, because it moves so fast," says Friend. "I feel it is so important that I attend print conferences like ACUP, and read articles to stay up on the technology. We, as managers, have to be ready for our customers."

Jimmy and Donna, his childhood sweetheart, have been married for 34 years and have two children, Chad, 31, and Kami, 26. In his free time, Friend enjoys working in his yard and spending time outdoors.