1.   Create your own mission statement that supports your company's mission and your value as part of that mission.

For example: The mission of the Document & Design Services Department is to provide accessible, high quality materials for the organization's (staff, faculty, customers, students.)

Document & Design Services is dedicated to being a reliable, full-service source for professional printing and graphic design support for the organization.

Our mission is to provide superior printing and services that exceed each customer's expectations while using technology, innovation and efficiency to control costs.   

2.   Define your in-plant's purpose and objectives and share them often with your employees, customers and management.

For example:  Purpose - Our center provides department copiers for light duty copying, high quality digital black & white and full color on-demand printing, course packets for bookstore resale, CD & DVD duplication, the distribution of materials (envelopes, schedules, catalogs, handbooks, moving boxes, recycled office products). The Mail Center provides the organization with a complete menu of mail services including inter-office mail, US Mail, bulk mailings, shipping and receiving. 

Objectives

• To support staff, faculty, students, etc. by providing professional services
• To provide outstanding quality and excellent customer service
• To maintain an efficient and cost-effective production schedule
• To provide accessible, high quality document and design services.

3.  Actively market your services.  Provide the multitude of documented reasons to use your in-plant - there are many.

·         Promote synergy. You have an experienced and professional staff that understands the needs and goals of your parent organization. You will work with customers collaboratively to help them achieve their goals and the goals of the entire organization.

·         Promote your in-plant's allegiance to your parent organization. Customers should understand that the vendor's mission is to make a profit from your organization. Your mission is to support the customer and ultimately the organization for which you both work.  Promote that you will work with customers to find money-saving solutions, provide quality and support them in any way possible to achieve companywide success. The in-plant is solely committed to serving the best interests of the organization, thus enhancing its image, effectiveness, and development.

·         Promote how every member of your team has a vested interest in the organization.  All of the In-plant's employees have a sense of ownership. Everything they work on or produce reflects directly back to the organization. Your staff looks good only if the customer looks good.

·         Promote budget recycling.  For example, when customers use your services, the funds are recycled back into the parent organization, which in turn provide more and improved services to them.

·         Promote your ability to save the customer money.  Adjusting a publication's size may significantly reduce its cost without limiting a piece's effectiveness. Even a slight change in publication size can have a dramatic effect on both printing and mailing costs.

The following scenario illustrates the potential savings available when working with Document & Design Services to determine the most responsible communications approach.

Communicate for Less: 1/2" Can Make a Significant Difference

 A postcard is a postcard, right? Actually something as simple as a small-quantity postcard mailing can become quite complex-and costly-if small decisions aren't made with careful diligence. Reducing a postcard size by even a fraction of an inch could cut mailing costs by more than 35%.

·         Promote how you ensure that all materials are designed and printed to conform to the organization's branding policy and standards. (Correct colors, logo usage, design standards, etc.)

·         Promote that you are your organization's liaison between the United States Postal Service and other mail vendors for correct mailing procedures.  For example, you may have negotiated discounted shipping rates with vendors to provide the organization with the best mailing and shipping rates available.

·         Promote that printing is a profession and those on your staff are trained professionals. A slight error or omission can render a printed piece unusable. Your staff is trained to run through a list of prepress precautions to catch potential problems before a job is produced. For that reason your experienced design staff can help customers avoid costly mistakes.

·         Promote that you exist so customers can focus on what they do best. Let the print professionals handle printing so that your customers can focus all of their energies on what they do best - teaching, administrating, sales, etc.

·         Promote convenience, ease of access, security. You can deliver easily to their site. Their job will be produced and delivered by employees of the organization (security is key). Customers know your location and your reputation for quality vs. on-line printers. If you offer on-line submission, emphasize that you can provide all of the convenience of on-line printers plus so much more.

·         Promote how you are reducing the organization's carbon footprint. For example, your installation of a particular piece of equipment has reduced your CO2 output. Did they know that just by using your services, they are helping to limit the volume of vendor delivery trucks?  And if your in-plant outsources any work, it will ensure the vendor selected offers a sustainable and environmentally friendly business model.

·         Promote that even digital media has an environmental impact. It is not accurate to say digital communication is green and printing is not. Both forms of communication have environmental impacts. Electronic communications have an environmental footprint due to the energy intensity of the required infrastructure.  The electrical power required

to operate and cool data centers as well as running computers and other electronics uses an estimated $2.8 billion of energy annually.  The average email spam causes emissions equivalent to 0.3 grams of carbon dioxide per message - and in 2008, there were 62 trillion such messages.  Emphasize that there are several programs in place that limit the environmental impact of printing such as Forestry Certification, Recycling, etc.

·         Promote that outsourcers typically don't truly understand your customer's requirements or specific needs. Outsourcers may initially quote a low per copy cost, but other factors may be higher such as the cost of paper. Prices might be higher once the outsourcer understands more about the complexity of the job. Over time, the outside vendors service may become lethargic, pricing may increase; they may have equipment and deadline limitations. You, on the other hand, have only one customer - the organization, and only one goal - to support the organization in any way possible.

·         Promote that if you can't produce the job, you are in the best position to manage the outsourcing of the project.  Promote that customers can relieve themselves of the hassles and burdens of sending a job outside. You can find the best supplier, get the best price, track and monitor each job to ensure the best quality. Promote how by bundling jobs you can maximize the organization's buying power by building alliances with key vendors ensuring the organization receives consistent quality and the best turnaround.

Above all, promote yourself to your customers and management.  You know the benefits that your in-plant provides.  Your job is to spread the word to current and potential customers and management.