Xerox Corp.

To compete in the future, you must start providing customers with non-paper-based services today. LAST YEAR at the On Demand Digital Printing & Publishing conference, the unofficial theme of the show was dotcom fever. Now that the fever has broken, the big bang buzz is all about paperless communication. But this isn't your father's "paperless office of the future," mind you. This is different. In the past, when the term "paperless office" was first being bandied about like a baby at a bridal shower, the term reflected the hazy euphoria associated with early computing. This time around, having had the benefit of a

You say you'd love to upgrade your equipment but can't get management to OK it? Find out how this manager was able to justify the cost of new equipment — repeatedly.

When he started his job, strict rules and inflexibility ruled his in-plant. Today it's one of the most customer-friendly departments on campus. Monday used to be a red-letter day at Grand Rapids Community College. In fact, it was the only day when red ink—or green, or blue—touched the in-plant's presses. "They only ran colored ink on Monday," says Doug Miller, recalling his first days at the in-plant, 18 years ago. "There were very strict guidelines as to what got done when and by whom." Miller's arrival changed all that. Since taking over as director of Printing and Graphic Services, he has upgraded equipment, increased

Digital technology changed course pack production forever at BYU. Materials are now scanned and stored digitally, saving time and space. About a decade ago, when copy machines emerged as digital printers, an opportunity arose at Brigham Young University Print Services. The digital printers could be used to produce course packs more efficiently. The conversion to electronic packet printing from hard copy reproduction at BYU was not easy, though. It took countless mental adjustments, procedural changes and about six years of effort—but the results have made the effort well worthwhile. Around 1980, nearly 10 years before the debut of production digital equipment—namely the Xerox DocuTech—Brigham

A new Heidelberg Digimaster 9110 and a dedicated staff have helped Case Western Reserve University refine course pack production. When Case Western Reserve University, in Cleveland, Ohio, outsourced its offset press work and bookstore operations, it considered outsourcing all printing services at the same time. That might have happened, too, had Lisa Gerlach, printing services manager, not been able to demonstrate that her department achieves lower per copy costs than outside providers—while simultaneously providing outstanding service. Gerlach's staff focuses on creating a professional image for the university, while maintaining low costs for students. When the staff processes copyright clearances for course packs,

In-plants say color copiers can improve customer service and add verve to dull documents. Find out what they can do for you. WHEN YOUR parent company has participated in the construction of such historic projects as the Hoover Dam, San Francisco Bay Bridge and Trans-Alaska Pipeline, you can't afford to skimp on quality. And when your parent company routinely sends out multi-million or even multi-billion dollar proposals, they have to be on time and looking good. So when Jerry Prouty has to produce a sharp-looking proposal for his parent company's international construction and engineering business, he turns to his color copier—and it delivers every

As the largest insurance in-plant in the country, the Allstate Print Communications Center uses cutting-edge technology to provide unrivaled service. "You're in good hands." That's what Allstate Insurance tells its customers to reassure them that the company is looking out for their best interests. It's also what the Allstate Print Communications Center believes describes its relationship with its parent company. After all, in addition to both offset printing and digital black-and-white and color printing, the in-plant offers ink-jet addressing, mail processing, billing statement output, electronic prepress, bindery, distribution and more to support Allstate and its commerical business for external customers. Just about the only

Charlie Tonoff has worked at the same in-plant since he was in high school. In 30 years he has expanded the operation considerably. Charlie Tonoff wasn't even out of high school when he walked in off the street in May of 1971 and applied for a job as a press operator at Pennsylvania Blue Shield, in Harrisburg. Today, almost 30 years later, Tonoff still works in that print shop. There are differences, though. He's now manager, for one thing. And what was then a four-person operation is now a modern, 23-employee in-plant in a new 15,000-square-foot facility in Camp Hill, Pa. When he reflects

Digital color printing has improved tremendously in recent years. It's time for in-plants to focus on the benefits it can offer them. DON'T LOOK now, but digital color printing is poised to become the darling of the in-plant world. Faster, cheaper and more reliable than ever—and boasting improved print quality—digital color printing is finally living up to the hype it once received. Despite all the hoopla, however, one of the biggest strikes against it, marketing reps will tell you, has long been lack of awareness in the marketplace. And then along came Heidelberg. Ever since Drupa, where the offset king announced that

As printing technology has changed, paper has had to keep pace. We've traced its path through the years. In many ways the history of offset printing is the history of a mad scramble by papermakers to keep up with the developments of the lithographic industry. Between 1900 and 1949, offset lithography was the red-headed stepchild of the printing industry, which left it without many choices of suitable paper. By the early 1930s, the pressure upon the paper manufacturer to produce coated papers for offset printing had reached the explosion point. Even though there had been some use of coated one-side paper in stone