OATdb Archive - Sam Houston State University

OATdb Archive

2008 - 2009

Sam Houston Press & Copy Center

Goal

Upgrade Design Of Printed Materials

Assist customers in the design of their printed materials.

Objective

Provide Professional Graphic Design Services

Collaborate with customers to make their marketing materials attractive and professional looking.

Indicator

Customer Feedback On Design Improvement

Soliciting customer feedback to get their opinions on the quality of work performed by the graphic designer.

Criterion

Customer Survey

Customers were asked to evaluate the quality of design services by customer service staff.

Finding

Confidence In Design Skills

Customer satisfaction has been 99% positive. There has been only one instance where the customer felt it was a struggle to get the design she wanted.

Action

Build On Success

The employee currently performing the design services is resigning. This necessitates searching for a suitable replacement with equal or better design skills in addition to the primary requiments of the job as Prepress Technician.

Goal

Centralize Bulk Mailing

Provide convenient and cost effective bulk mailing services to other University departments.

Objective

Provide Automated Bulk Mailing Services

Provide automated bulk mailing services to save time, trouble and postage expense for customers.

Indicator

Utilization Of Bulk Mail Service

Customers use centralized bulk mailing services when needed.

Criterion

Customer acceptance

Customers voluntarily use cetralized bulk mailing services.

Finding

Promote Bulk Mailing Services

A vast majority of bulk mailings are now being handled by the SH Press and Copy Center. Job data shows bulk mailings being handled by the SH Press and Copy Center has increased from 130 total jobs involving 339,869 pieces in FY 2007-2008 to 179 total jobs involving 454,207 piecess in FY 2008-2009.

Action

Added Value Service

Bulk mailing has become an important value added service. Plans are to keep the equipment and software up-to-date to maintain compliance with new postal regulations and to maximize the convenience and cost effectiveness of the services being provided. Currently, there are very few mailings being handled internally by a customer or going elsewhere that fit within the capabilities of the SH Press and Copy Center.

Goal

Initiate Customer Surveys

Solicit customer feedback to determine where improvement is needed and value can be added.

Objective

Utilize Survey Data To Improve Services

Study customer responses to measure customer's opinion of current services and identify new and better ways to improve services.

Indicator

Survey Questions

Develop questions to rate current services and get the customer's perspective on how services can be improved.

Criterion

Compile Survey Results

Develope a grading system for survey as a means for measuring past and future performance.

Finding

Evaluate Survey Results

Compare the survey's actual results with desired results to uncover problem areas. Read and consider customer's suggestions on ways to improve services.

Action

Implement Findings

Determine which findings suggest needed improvement and are actionable this year.

Update: Survey results were very positive and there were absolutely no criticisms. One suggestion was offered asking for electronic order entry. The SH Press & Copy Center is looking into putting standard pricing for items such as business cards letterhead stationaery and evelopes on its website for the customer's convenience. Electronic order forms is also being looked at.

Goal

Timely Scheduling

Give reliable completion deadlines for printing and copying jobs that also meet customer's time needs.

Objective

Fast And Reliable Service

Supervise order entry and production to reliably meet all completion deadlines.

Indicator

On-time Delivery

Customers are happy and confident as to when their printing orders will be completed.

Criterion

Daily Work Schedule

Print staff works from daily work schedule to meet job deadlines and anticipate potential deadline problems.

Finding

Monitoring Workflow

Deadlines and workloads are being more closely monitored by management and given more consideration at the time of order entry.

Action

Continue Past Success In Meeting Deadlines

Supervise work coming in and going out to ensure deadlines are being met. So far this year, the SH Press and Copy Center has been able to meet all completion deadlines where circumstances were under its control. Will also monitor time spent "out on proof" for all jobs to prevent putting completion deadlines at risk.

Update to previous cycle's plan for continuous improvement

Plan for continuous improvement The SH Press and Copy Center seeks to provide professional quality, convenient, and cost-effive printing and copying services to the University community. Optimum-level performance can only be achieved through constant improvement initiatives plus external and self-examination. To enhance the print image of the university, the department is currently undergoing two initiatives to improve print quality. The first print quality initiative is to achieve accurate prepress color proofing. By color calibrating the prepress color proofs and printing target images to check results, the department has optimized proofing accuracy. Thus deparment personnel and customers can critically evaluate proofs to make changes that will improve final results before a job is put on press. The second quality initiative is providing professional-level design services. Design services are available to any customer requesting their help. Also, the department is constantly watching for printing projects that might need some design assistance.

Timely scheduling is another important attribute for an in-house printing service. Completion deadlines need to be both reliable and sensitive to the customer's needs. The department is carefully managing incoming and in-process work to make sure deadlines are realistic and being adhered to by all concerned parties.

Addressing and mailing capabilities are being added to provide labor and postage savings while improving the level of service and convenience for customers, who are doing mass mailings. The main thrust here is adding new equipment and education to get the most benefit from the equipment and available postage discounts for automated bulk mailings.

Performing customer surveys is a critical componet of the department's initiative for constant improvement. The department must first measure customer satisfaction for past performance and set goals for the future. Currently, the department is developing the survey questionnaire and plans to give out one for every completed printing order. The survey questionnaires will be returned for evaluation by campus mail. Another feature of the survey questionnaire is the question asking customers how the department can be of greater service to the university community.