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You are in a position to succeed and have the necessary tools in place. What you need is a higher target. Set your sights on satisfaction and you are doomed to failure. Set your sights on thrilling your customers and your in-plant is positioned for success.
by Joe L. Goss
Joe L. Goss is the director of university printing services at Indiana University, Bloomington, Indiana. Contact him at jgoss@ucswp.indiana.edu or (812) 855-6075.
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