Knowledge From Numbers?And People

If our customers say "color," strategic planning does not require me to decide today whether I should acquire a Tektronix printer or a Heidelberg GTO-DI. A good and conscientious plan will orient the department toward learning and then monitoring what the customer means when she says "color," and what options are or will be available. How are we going to answer this need at minimal risk with maximum potential benefit to the customer, the shop and our shared organization? Only our customers can tell us that.