Naysayers and Yea-sayers
Every organization has naysayers and yea-sayers. The number of their complaints or compliments can affect—and even determine—the perception of the in-plant.
In contrast, the number or the amplitude of your fans and their compliments also determines the perception of the in-plant. A score above 105 in the Competitive Edge Profile means your customers say that your performance is better than the competition. Three scores above 105 is good; six scores above 105 is great. And when you're the University of Michigan and you get 16 scores over 105, you win an NAPL Customer Plus award.
Howie Fenton is an independent consultant who focuses on analyzing/benchmarking the performance of printing operations. Fenton helps companies use metrics, best practices and workflow strategies to streamline operations. Call (720) 872-6339 or email howie@howiefentonconsulting.com
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