After outsourcing its printing, the University of Central Florida endured a nightmare of inefficiency and expense. Now the in-plant's back and customers are happy again.

By W. Eric Martin

"The print shop's account was so far in the hole that outsourcing was the only way they saw of bringing money back in," says Jodi Peters, the current Printing Services manager.

So the university brought in a facilities management (FM) provider. Unfortunately, it got more than it bargained for. What followed were years of poor service, dissatisfied customers, disinterested employees and financial trouble.