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At the time, we seemed to have successfully made the transition to on-demand. Customers were happy, corporate expenses were down and the internal print business was booming. All seemed right with the world—but things weren't as they appeared.
To adapt to the pace of on-demand printing, I had allowed my staff to specialize in different areas. I got positive results immediately. I knew one fellow was great at high-quality color printing and another at prepress. One of my staff could do amazing things on the folder. I had a copier operator that the customers loved, and he handled his area like his business. These became the GO TO people. I could rely on them to get things done, every time and all the time.
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