'Whatever It Takes'

FRITZ SIMS’ dedication to his customers is best illustrated by an anecdote he tells while sitting in his Camden, N.J., office. A year or so before he became supervisor of Delaware River Port Authority (DRPA) Printing Services, he overheard his previous boss turning away a customer who had brought in a two-color job—even though the shop had recently installed a two-color ABDick 9870 with a T-head. Sims was shocked. The next day his boss went on vacation. Sims called the customer back and invited him to bring in the job. That customer became one of the in-plant’s greatest advocates, and Sims later went on to become supervisor of the six-employee DRPA in-plant. Satisfying customers has been his goal ever since.

“We’ll do it, whatever it takes,” he emphasizes.

DRPA is a regional transportation and development agency that owns and operates four major Philadelphia bridges, along with the PATCO regional rail line, the Philadelphia Cruise Terminal and the RiverLink Ferry. The Authority has had an in-plant for about 50 years, Sims says. Though it was once just a forms shop, today it boasts an array of modern offset and digital gear and prints items like timetables, informational brochures, passenger alerts and more.

Sims’ own history in printing began when, influenced by family members in the trade, he took high school vo-tech courses in graphic arts. For a year he worked in a small garage print shop at Bellia & Sons, an office supply store. Then he took a job at Wise Tag & Label, first as a box maker, and later as a web press operator before he was promoted to supervisor. After working there for eight years, he got a tip about another job.

“One of my friends that worked here told me that they were having an opening in the print shop,” he recalls.

In 1986 he joined DRPA as a press operator and ran the shop’s ABDick 360. A few years later, he started operating the Varityper typesetter. In August of 1995, Sims was promoted to supervisor. He immediately distinguished himself from his predecessor by meeting with customers to find out what they needed and how the shop could help.

“I knew there were jobs being outsourced that we could do,” he says.

As a result of the interest he took in his customers and the shop’s bend-over-backwards efforts, Printing Services now produces 95 percent of DRPA’s printing.

Sims is perhaps most pleased that his in-plant was chosen to print DRPA’s annual report eight years ago, thanks to the shop’s many equipment upgrades. That piece, which uses both offset and digital printing, has consistently been awarded a certificate of achievement for excellence in financial reporting. It also won In-Print Silver and Gold awards in 2006 and 2007.

Customer-guided Upgrades

Back when he first started as supervisor, Sims began documenting the shop’s work, recording everything from impressions to employee hours. Using this data, and feedback from customers, he began justifying new equipment that would help the shop better serve customers.

“We listened to our customers. Because they wanted color and ... a bigger sheet size, we went with this,” he says, motioning to a two-color Ryobi 522HXX, which was added four years ago. It is used to produce both two-color and process color jobs. Other new gear the shop added includes a Xerox DocuColor 2045, a DocuTech 6100 with tape binding, an Epson wide-format printer and Duplo booklet making and perfect binding equipment. In fact, all of the in-plant’s equipment is new since Sims became supervisor.

“We try to upgrade a piece of equipment each year so we don’t get behind, and we’ve been very well supported by management,” he says, as he shows off the shop’s new Challenge Champion cutter. With its air bed, ample programmability and infrared safety beams, it’s much easier and safer to operate than the previous cutter.

Near it stands a new Presstek Vector TX52 platesetter, which Sims describes as “awesome.” It has eliminated the need for chemistry and “hazmat” removal, saving DRPA $3,000 a year, Sims says. The next upgrade will be a new Duplo System 2000 booklet maker.

The in-plant’s facility stands at the foot of the Ben Franklin Bridge, which spans the Delaware River and connects Camden with Philadelphia. Thanks to a 2003 expansion into an adjoining area, the shop has a spacious feel, with windows bringing in sunlight. One wall holds job samples of which Sims and the staff are most proud. Elsewhere hang the shop’s two In-Print awards along with several DRPA “Safest Department” Awards. In Sims’ office hang his own honors, among them his Certified Graphic Communications Manager (CGCM) certificate from the In-plant Printing and Mailing Association, which he joined in 1996.

After chatting with him for just a few minutes, though, it’s clear his personal accomplishments interest him less than those of his team. When asked what he is most proud of about his in-plant, he jumps from his seat and strolls over to a framed copy of an old employee newsletter hanging on his office wall. As if to corroborate his sincerity, he points to a short profile written about him in the newsletter as he says, “I’m most proud of the teamwork that we have. We’ve worked hard to get the shop where it is today.” It’s the same sentiment noted in the old newsletter: The team is more important than anything else.

“I always put my employees first. We’re one team,” he declares. He has even placed each employee’s name on the in-plant’s glass entrance door, alongside the shop’s motto: “Leaving a lasting impression on the Authority.”

Outside of work Sims is guided by similar altruistic ideals. A volunteer fireman for the past 34 years and a six-year Westville, N.J., borough council member, he dedicates his free time to community service.

“My hobby is my community,” he says. “I’m always doing something for my town.” He’s also a devoted husband and father of two children.