Curing Sick Shops

"The customer service relations has just made a dramatic turnaround from the past," observes Richards. "We are well-respected, well-liked. We have 95 convenience copiers around the plant, but people are more inclined to bring their copy down than they've ever been in the past."

Show Me The Money

Of course, problems never entirely disappear. Since the turnaround, Twentey, of the Washington Hospital Center, says his biggest headache comes from processing the prodigious amount of work passing through his shop. Though his problem is compounded by the fact that he now oversees mailing services (by his request), in addition to his regular duties, Twentey says, in 15 and a half years he's never turned down work.