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Deborah began by telling the crowd how, back in 1994, she had fired the in-plant for its poor quality printing and bad service. Yes, the same in-plant that won the In-Print 2010 Best of Show award was once sacked for subpar work.
On the final day of the 46th ACUP conference—ACUP's first official meeting as a nonprofit—Jimmy took his fellow higher-ed managers for a journey along his shop's road to recovery. He revealed that when he took the reigns as director in 1995, the in-plant was in desperate shape. Employees had bad attitudes toward each other and toward customers. A customer survey that year generated only 22 responses (out of 200)—and 15 rated the shop's service and quality "unacceptable."
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- Companies:
- Hewlett-Packard
- People:
- Deborah Leliaert
- Jimmy Friend
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