Plans for Printing Services >> 2013 - 2014 Printing Services District Program Review

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2013 - 2014 Printing Services District Program Review
Andrew Chang
Andrew Chang

Version: 18
Group: 2013 - 2014
Type: District Program Review
Last Modified On: 2/13/2014 9:01:13 AM
Last Modified By: Andrew Chang
State: Submitted (Finalized)
State By: Andrew Chang

Instructions

1. Mission

  1. Assume the reader knows nothing about your unit. Please describe concisely its mission.

The mission of the Printing Services Department is to continue to provide valuable printing support and services to the students of the San Bernardino Community College District through faculty and staff. Printing Services is dedicated to continue to be a reliable in-house source for professional printing and graphic design assistance.
 

2. Description

  1. Please describe concisely the following characteristics of your unit. Feel free to use both narrative and quantitative information.
    1. Purpose
    2. Functions or services
    3. Clientele(s)
    4. Value of your services to the clientele(s), the Colleges, and the District
    5. Organizational structure and number of personnel by function
    6. Annual budget by object code for the last three years
    7. Hours of operation, location, and other pertinent service characteristics
    8. Significant changes, if any, since the last program review

District Printing Services strives to provide all departments of the San Bernardino Community College District with a wide variety of services and products to enhance their ability to serve our students and community. We are providing the District with superior customer service, accurate timelines and professional quality products.

Our services include graphic design, 4-color printing, quick copy and bindery. Products we have available are business cards, stationery, invitations, posters, carbonless forms (NCR), newsletters, brochures, flyers, calendars and handbooks. Printing Services has the ability to collate, fold, stitch, coil bind and hole punch.

Our clientele includes all of the SBCCD administration, faculty and staff (San Bernardino Valley College, Crafton Hills College, Central Services).

We provide value through cost savings, outstanding customer service, confidentiality and quick turn-around times.

Printing Services is comprised of seven employees: A Supervisor, two Graphic Artists, two Printing Operations Specialists, a Printing Reproduction Operator, and a Department Secretary.

Our annual budget for the past three years is attached.

SBCCD Print Shop 1289 Bryn Mawr Ave. Redlands, CA 92374. Our phone number is 909-384-4313. The Annex is open Monday thru Friday, 8 am to 4:30 pm. Print and graphic requisitions, information such as maps, logos, productions specs and various forms are available online at http://printingservices.sbccd.org/.

The acquisition of the Ryobi 524 (In place July 30, 2010) GE four color printing press has improved color production. Also the addition of a web based submission software that allows endusers to submit and view the status of their work requests.
 

3. Outcomes and Other Measures of Effectiveness

  1. Identify at least one essential measure of effectiveness for each major operation of the unit. (See Effectiveness Measurement Guidelines and Examples.)
  2. Include at least one baseline measure or measure of progress on a well-defined outcome.
  3. Include at least one measure showing effectiveness in responding to the Colleges’ needs.
  4. For each measure, identify the assessment method you used.
  5. Please summarize the results of the measures you have applied. If results showing trends over time are available, please report them.

Measure 1:

a. Outcome: Continue to meet daily timelines/deadlines.
b. Measure: Proportion of jobs that meet specified deadlines. Our target is improvement every month until we reach 85%. Accomplished 85% goal.
c. Assessment Method: Compare original job ticket deadline dates with shipping dates, and calculate proportion of jobs that met deadline each      month. With the new Print Shop Pro ordering system this task is completed as the job moves from station to station within Printing and graphics.
d. Notes: Measure responds to needs of both colleges. Measures baseline or progress on outcome.

e. N/A

Measure 2:
a. Outcome: Provide quality products. Withe the addition of the four color press the quality has improved greatly.
b. Measure: Proportion of completely or mostly satisfied responses on customer evaluation forms. Our target is improvement every month until we reach 85%.” We feel that we have reached this goal of 85% satisfaction.
c. Assessment Method: In a monthly review of customer evaluation forms, calculate the proportion of jobs on which customers were completely or mostly satisfied.
d. Notes: Measure responds to needs of both colleges. Measures baseline or progress on outcome.
 

4. External Opportunities and Challenges

  1. Describe any external opportunities that might lead to unit improvement over the next three to five years.
  2. Describe any external challenges (e.g., legal requirements, budgetary constraints) that might limit operations or improvement over the next three to five years.

Opportunities
• The procurement of a new four color press, Printing Services has increased our productivity by 60%. This will allow for quicker turn-around time and the ability to solicit outside work as a potential revenue stream. The goal on soliciting out agencies for work has expanded 50% in fiscal year 2012-2013.
• New technologies will enable Printing Services to expand the types and ways in which services are offered. Implementation of  the new ordering system Print Shop Pro has increased communication and productivity.
• Moving quick-print to the colleges will allow for quicker turn-around times and greater responsiveness to faculty needs.

Challenges
• It will be challenging to roll-out services in a timely manner with a limited budget, staff, and overall resources.
• Despite the opportunities presented by new technologies, keeping pace will continue to be a challenge.

• Much of the equipment within Printing Services is archaic and will need replacement with more modern technologies. Include are 2 presses and bindery equipment. Collator, stitcher, trimmer. Also there will be a need to replace our existing folder.
• Printing Services lacks any physical space for growth or new equipment within the current 8th Street facility. The present facility is deemed dangerous to our staff. Collapsing roof makes it a dangerous facility to work in.

  • Printing Services will be relocating to a new facility in early February 2014. This new location will allow us to work efficiently and allow for expansion of new equipment and/or staff in the future.

5. Analysis and Evaluation

  1. Analyze the implications of the assessment results and external factors for your unit.
  2. In light of your analysis, what are your unit’s main strengths?
  3. In light of your analysis, what are your unit’s main weaknesses?

a. 1. better customer service (accomplished)
    2. notification of delays (accomplished)
    3. clarity of procedures for ordering (classes will be provided for Print Shop Pro Online ordering system starting March 2014)
    4. confirmation of on-line orders (accomplished)
    5. improved resources for expanded services (Printing Services started replacing and updating equipment in early 2014)

Our Strengths: Commitment, Skills, Doing the Best With Resources We Have, and Relationships
• Printing Services staff are committed to their work and the providing quality services to end users
• Printing Services accomplishes a great deal of work despite limited resources;
• Overall, the staff of Printing Services are helpful and knowledgeable.
 

Our Weaknesses: Technology, Communication, Consistency
• Printing Services has several older pieces of equipment (being updated as of early 2014) and limited staff which hinders productivity;
• Printing Services needs to implement new technologies which will facilitate their communication with end-users with regard to turn around times, due dates, updates, etc; (In place 2012.)  Print Shop Pro online ordering system updated April 2013 for more convenient customer use.
• Printing Services needs to improve their ability to more consistently and reliably meet deadlines. (accomplished)
 

6. Three-to-Five Year Vision

  1. Describe your unit as you would like it to be three to five years from now.

 • Printing Services will
a) have a public plan that outlines how it processes and prioritizes work requests; (continuously working to improve)
b) have a web-site where end-users can view the status of their work requests and be automatically notified of any changes to the timeline of their request; (In place May 20 2012)
c) improve customer service and customer education of services via customer satisfaction surveys;
d) formalize methods of communication between clients and specialists; (accomplished)
e) modernize the tools it uses in order to become more efficient and diversify services offerings (Printing Services started replacing and updating equipment in early 2014) Still have outdated equipment that will need to be replaced in the near future to meet higher demands.
 

7. Impact on the Colleges and the District

  1. Describe the most significant relationships with other District operations and College operations.
    1. What major impact does your unit have on them?
    2. .What major impact do they have on your unit?
  2. How do your mission, vision, and goals contribute to the Board Imperatives and the District and/or College mission, vision, strategic directions, and/or goals?

a. The quality and timeliness of the products and services Printing Services provides has a direct impact on the image of our colleges and the quality of instruction our students receive. Their ability to provide us with requests in a timely manner directly affects our ability to meet deadlines and ensure they receive the best possible services. This is especially critical with time sensitive material and the need to provide and receive approval on customer proofs.

B..The mission of the Printing Services Department is to continue to provide valuable printing and graphic arts support and services to the District and maintaining the mission of SBVC and CHC while meeting our goals and direction of the San Bernardino Community College District. Printing Services is dedicated to continue to be a reliable in-house source for professional printing and graphic design assistance.

 

8. Other Pertinent Information

  1. Include here any other information you regard as necessary for a full understanding of your unit.

Communication is essential to a smooth working operation.


Ongoing communication with e-mail, surveys, prompt response to concerns via e-mail or telephone.
 

9. Goals, Objectives, Action Plans, and Resource Requests

  1. Goals (with priority rank) over the next three years
  2. Objectives (with priority rank) under each Goal
  3. Principal Activities under each Objective, if available
  4. Timeline for completion of each Activity or Objective
  5. Person responsible for ensuring completion of each Activity or Objective
  6. Progress on or achievement of a given Goal or Objective does not necessarily require additional resources. For Goals and Objectives that do require resources, enter the following information:
    1. Resources required to achieve Goals and Objectives over the next three years, with description and rationale for each
    2. Identification of associated Goals or Objectives
    3. Type of Resource
      1. Expenditure Category
      2. One-time/Ongoing
    4. Estimated annual cost (or savings) for the next three years
  • 1 - Goal - Goal 2: Continue to work towards outstanding quality and excellent customer service.

    • Objective 1: Review and revise internal procedures
    • Activity 1: Review all internal business procedures and processes, including: how work is received, processed, and returned, along with level and types of communication provided to users.
    • Activity 2: Revise and document all processes, making document publicly available.
    • Activity 3: Revise at least annually based on surveys, focus groups, and end-user feedback.
     

    Priority Rank:
    2
  • 2 - Goal - To support students through faculty and staff with their printing and graphic needs.

    - To support the students through faculty and staff
    - Provide faculty and staff with professional results and printing assistance
    - Continue to work towards outstanding quality and excellent customer service
    - Maintain an efficient and cost effective production schedule
    - To afford a multitude of resources to enable effective communication between the
    District, students and community

    Priority Rank:
    1
    Objectives:
    • 2.1 - Objective - Continue to maintain four color press through annual maintenance and service.

      Upgrade printing capabilities by acquiring a four color press. (In place October 2010)
      Upgrade equipment in Quick Copy
      Upgrade on demand color requests.
       

      Priority Rank:
      3
      Start Date:
      07/01/2013
      End Date:
      06/30/2014
      Responsible Person:
      Dennis Winters
      Strategic Direction:
      3. Resource Management for Efficiency, Effectiveness and Excellence
      Impact Type:
      Institutional
      Resource Requests:
      • 2.1.r1 - Ryobi 524
        Description

        Secure funding to continue servicing and maintaining the Ryobi 524 four color press

        Rationale

        In order to provide superior service the equipment must function properly.

        Resource Type:
        Ongoing
        Expenditure Category:
        Services
        First Year Cost/Savings:
        $18,000.00/$0.00
        Second Year Cost/Savings:
        $20,000.00/$0.00
        Third Year Cost/Savings:
        $22,000.00/$0.00

10. Progress Report on Last Cycle's Goals, Objectives, and Actions

  1. Estimate progress to date on each of the last cycle’s Goals, Objectives, and Activities.
  2. Any uncompleted Goals, Objectives, and Activities that are still important should appear in the Goals, Objectives, and Action Plans section above.
  • 1 - Goal - Goal 2: Continue to work towards outstanding quality and excellent customer service.

    • Objective 1: Review and revise internal procedures
    • Activity 1: Review all internal business procedures and processes, including: how work is received, processed, and returned, along with level and types of communication provided to users.
    • Activity 2: Revise and document all processes, making document publicly available.
    • Activity 3: Revise at least annually based on surveys, focus groups, and end-user feedback.
     

    Priority Rank:
    2
  • 2 - Goal - To support students through faculty and staff with thier printing and graphic needs.

    - To support the students through faculty and staff
    - Provide faculty and staff with professional results and printing assistance
    - Continue to work towards outstanding quality and excellent customer service
    - Maintain an efficient and cost effective production schedule
    - To afford a multitude of resources to enable effective communication between the
    District, students and community

    Priority Rank:
    1
    Objectives:
    • 2.1 - Objective - Continue to maintain four color press through annual maintenance and service.

      Upgrade printing capabilities by acquiring a four color press. (In place October 2010)
      Upgrade equipment in Quick Copy
      Upgrade on demand color requests.
       

      Priority Rank:
      3
      Original Start Date:
      07/01/2013
      Original End Date:
      06/30/2014
      Revised Start Date:
      07/01/2013
      Revised End Date:
      06/30/2014
      Responsible Person:
      Dennis Winters
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Status Code:
      Work is Scheduled to begin on a resonably firm date
      Progress Description:

      The renewal of annual maintenance contract will proceed prior to the expiration of the current contract.

      Resource Requests:
      • 2.1.r1 - Ryobi 524
        Description

        Secure funding to continue servicing and maintaining the Ryobi 524 four color press

        Rationale

        In order to provide superior service the equipment must function properly.

        Resource Type:
        Ongoing
        Expenditure Category:
        Services
        Funded:
        No
        Funding Source:
        First Year Cost/Savings:
        $18,000.00/$0.00
        Second Year Cost/Savings:
        $20,000.00/$0.00
        Third Year Cost/Savings:
        $22,000.00/$0.00

11. Process and Participants

  1. Describe briefly the main steps of the process that produced this report.
  2. List the name and function of each participant in that process.
  3. Include as many members of the unit as possible in the preparation and/or review of this document. It should not be the product of the manager alone or of a small proportion of unit members.
  4. Describe the plan for future assessment cycles, particularly if not all measures were applied in current cycle.

a. A general meeting was conducted in which all Printing Services staff contributed their input to each section of this report. The thoughts and brainstorming ideas where then organized by the Printing Services Supervisor.

b. Dennis Winters, Interim Supervisor, Responsible for all information and it's accuracy

c. Gloria Piggott, Graphic Specialist, Debra Castro, Graphic Specialist, Responsible for research on all software pertaining to Graphics. Dennis Winters, Interim Supervisor/Printing Operation Specialist, Chris Jones, Printing Operations Specialist: Researched any and all information regarding the printing portion of the operation.  Carmen Sanchez, Printing Reproduction Operator. Assisted the supervisor in formulating the goals and objectives for the department.

d. In the future we are expected to continue to serve the district. Comply with all safety procedures. Maintain equipment and make recommendations in the future.

12. Supporting Documents

There are no supporting documents for this plan.