Three Critical In-plant Trends for 2010

No one wants to admit it but the sad fact is that the need for print is declining and therefore the competition for print is increasing. As a result, the bar for service is being raised by all service providers to your customers.

Years ago an in-plant had an advantage just because employees wanted to keep the money in the "same pot." That advantage is declining as outside companies offer faster, cheaper or more convenient service, which often trumps the "same pot" advantage. As a result, it's not enough to simply survey customers about their satisfaction; instead you have to now compare your products and services to those of outside printers. We use a tool called the NAPL eKG competitiveness survey to accomplish that. It does not simply ask "How are we doing?" but instead "How do we compare?"