From the Editor: Justifying Your Value

Richard Beto detailed ways his in-plant demonstrates value. His staff approaches departments that use e-mail as a marketing tool and offers to increase response rates by adding a printed piece to the campaign; the in-plant creates educational videos for its website and runs educational classes. Beto benchmarks jobs biannually to show how his shop compares. He advised managers to walk where their customers walk and see the operation through their eyes.