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

But often they overreact. Instead of investigating to see whether the problem stems from poor management, they decide that the fundamental notion of having an in-plant is flawed. And all too often, years have to pass, with customers stewing in frustration, before they realize they made a bad decision.