ACUP Draws Enthusiastic Crowd to Boston
Yale University’s Bob Davis gave managers tips for assessing their print shops, reminding them to examine the customer service skills of everyone who is in contact with customers, including the drivers who deliver finished jobs.
He advised managers to stop chasing jobs and start managing change. Conduct a business assessment, he said, and identify areas needing improvement. Solicit ideas from staff, customers and administration. Then create a formal, written plan for change and assemble an implementation team. Have weekly status meetings and insist on progress. Measure your results and communicate them.
- Companies:
- Danka Office Imaging
- Eastman Kodak Co.
Bob has served as editor of In-plant Impressions since October of 1994. Prior to that he served for three years as managing editor of Printing Impressions, a commercial printing publication. Mr. Neubauer is very active in the U.S. in-plant industry. He attends all the major in-plant conferences and has visited more than 180 in-plant operations around the world. He has given presentations to numerous in-plant groups in the U.S., Canada and Australia, including the Association of College and University Printers and the In-plant Printing and Mailing Association. He also coordinates the annual In-Print contest, co-sponsored by IPMA and In-plant Impressions.
