Customer comes first for printing services

Media Production Services is implementing a number of changes in its printing services unit to improve and enhance customer service. The unit has created a special office for customer service, electronically linked its entire printer fleet to increase printing capacity, purchased new state-of-the-art equipment, and expanded its staff.

“We believe these changes will allow us to achieve greater efficiency and effectiveness, faster turnaround times and lower costs. The bottom line is better service for customers,” says Sue Moorcroft, senior manager, Media Production Services.

Moorcroft says the department reviewed and assessed its services and customers' needs over the summer. Like many departments on campus, it has experienced a number of changes. Technology and equipment are constantly changing, a number of long-time staff have retired, and new staff have joined the unit. The “new” staff includes the Custom Courseware team formerly housed in the Bookstore.

Printing services is relocating its customer service centre. Customers are being directed to use the Customer Service Office established in Gilmour Hall a year ago. The office provides clients with a more suitable environment for consultation about printing needs. It is located in the basement of Gilmour Hall, in Rm. B117 (across from the Bookstore entrance), and is staffed by Steve Goertz (ext. 24447, e-mail: goertzs@mcmaster.ca) and Dawn Hoogstraten (ext. 24446, e-mail: hoogstr@mcmaster.ca). Office hours are 9 a.m. to 4:30 p.m., Monday to Friday

“The relocation of our consultation services will actually enable us to provide more dedicated client service,” says Moorcroft. Clients can discuss their projects away from the hum of computers, photocopiers and printing presses. “We think this is important. This office will be our central point of contact for customers seeking assistance and consultation on printing projects.”

Effective Oct. 1, the doors to the production centre, located in the basement of the Michael G. DeGroote (MGD) building, will be closed for all client consultation. “We are stretched to the limit for space and so we are converting the facility to a fully dedicated production centre,” says Randy Howland, manager of printing services. “Eliminating the customer service at this site will enable us to use the entire area for our staff and our new equipment. This will go a long way in helping us to turnaround work more quickly and create a better working environment for staff.”

Customers who wish to drop off a requisition and pick up work will still be able to do so in a designated area just outside the MGD doors. Payment by cheque or credit card can be made at this location. Cash payments must be made at the Audio-Visual desk in the Health Sciences Bookstore (Mediashop, Rm. 1G-HSC) and specified when the order is submitted to printing. These orders are also to be picked up at the A/V desk in the Health Sciences Bookstore (Mediashop, Room 1G-HSC).

Printing services has also purchased a new press that will yield higher-quality colour printing in less time and at a lower cost. Upgrades made to other printers on site will also mean faster turnaround times for clients. Other changes include the introduction later this fall of an electronic system that will enable customers to place their printing orders online.

“These changes will help us to achieve our goal of providing excellent service and products to all our customers at a reasonable cost,” says Moorcroft.