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

At the University of Central Florida, problems developed gradually. When the decision was made to outsource, the Printing Services department, which encompasses both the in-plant and the copy division, worked up a request for proposal (RFP). Once bids came in, responsibility for the in-plant was awarded to Total Graphics, a local print provider that pledged to return 15 percent of its gross earnings to Printing Services. Total Graphics signed a three-year contract, with two one-year options the university could exercise.