Curing Sick Shops

"We have a Foundation department that actually goes out into the public to try and raise funds for the hospital center, and they helped the president to recognize we needed that Shinohara two-color perfector," explains Twentey. "They were actually instrumental for us to get the equipment."

Back in Utah, Richards says improved customer service has made an impact on Alliant's productivity too. But it's also had another effect: It has impacted the culture of the plant as a whole.