Want the Job Done Right? Call an In-plant Manager
When the visit with family was completed, the manager flew back to the East Coast to enjoy the holidays. She visited her shop, which was closed, to check on things and found everything to be, seemingly, in order. No irate e-mails. No hostile voice mail. No notes from staff. It was all good.
On the night of December 28th, the day the team arrived at the bowl, she got a call from the team’s sports information director. "Where were the Bowl Guides!?"
There she was: The university was closed, it was after hours so the vendor was closed, and another storm had blown through, so she couldn’t drive to her office to check the job jacket for shipping information. So she reached for the phone.
She called the production manager: yes the printed sheets got to the vendor and were delivered back to the shop.
She called her delivery man: No he didn’t take them to the Campus Post Office for shipping. He thought they went out with the daily mail pick up.
She called her mail manager: She remembered seeing them but she didn’t write the shipping ticket and didn’t have a copy.
She called the customer service representative: Yes, she completed the shipping ticket, but she didn’t see the job go out.
She tried to call the media hotel, but media center was closed.
She finally called the manager of the campus post office at home. The manager agreed to meet her the following morning, even though it was a university holiday, to search for the tracking numbers. Needless to say, it was a sleepless night.
This story has a happy ending. The campus post office manager located the tracking numbers and was able to verify that the Bowl Guides had indeed arrived on time. The in-plant manager contacted the hotel, armed with the names of the hotel staff that signed for the job and the tracking numbers, and located the missing Bowl Guides. She called the university’s media staff and arranged for delivery. Life was good again.
Ray Chambers, CGCM, MBA, has invested over 30 years managing and directing printing plants, copy centers, mail centers and award-winning document management facilities in higher education and government.
Most recently, Chambers served as vice president and chief information officer at Juniata College. Chambers is currently a doctoral candidate studying Higher Education Administration at the Pennsylvania State University (PSU). His research interests include outsourcing in higher education and its impact on support services in higher education and managing support services. He also consults (Chambers Management Group) with leaders in both the public and private sectors to help them understand and improve in-plant printing and document services operations.