Involving staff in decisions and focusing on customer satisfaction are the hallmarks of Chris Barclay's management style at Connecticut College Printing and Mailing Services.

By Chris Bauer

But the job hasn't come without its challenges. When he started, the shop had a modest budget of $90,000. The equipment was outdated, and there were only about a dozen copiers on campus. Also, the in-plant did not have such a great reputation.

"My predecessors just weren't nice to people," Barclay explains. "Everyone was afraid to come to the print shop. It took me five years to do damage control."