Charlie Tonoff

In-plant managers share how they've convinced customers to leave hard copy behind. By Mike Llewellyn It's a shame some customers have to make it so difficult for a manager who's trying to make their lives easier. For example: you know that sending a job electronically to the in-plant over the network is far easier—and faster—for customers. But still some of them insist on bringing you hard copy or dropping off disks. You can't really blame them—they're not trying to make your life miserable. They're just afraid of using the network. It's your job to put them at ease. One-on-one Interaction Most in-plant managers

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

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