Is Outsourcing a Silver Bullet?
Let’s not generalize and condemn all forms of outsourcing. To do so would be as disingenuous as those claiming that outsourcing is management’s silver bullet. There are examples of successful outsourcing of non-core services, but printing does not happen to be on the list.
Outsourcing works best when the output can be clearly measured and monitored, but what does success for an outsourced print shop look like? Reducing costs was one of the frequently cited reasons to outsource, but the easiest way for a vendor to reduce costs is to cut back on labor, and that has a negative impact on service levels. Most of us have struggled with finding ways to describe what we do in terms that are important and relevant to our bosses. Will the outsource vendor be any different?
Ray Chambers, CGCM, MBA, has invested over 30 years managing and directing printing plants, copy centers, mail centers and award-winning document management facilities in higher education and government.
Most recently, Chambers served as vice president and chief information officer at Juniata College. Chambers is currently a doctoral candidate studying Higher Education Administration at the Pennsylvania State University (PSU). His research interests include outsourcing in higher education and its impact on support services in higher education and managing support services. He also consults (Chambers Management Group) with leaders in both the public and private sectors to help them understand and improve in-plant printing and document services operations.
