Trends in Print and Mail

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To counter these obstacles, you must motivate your employees by instilling pride in their jobs. How do you instill pride? By using PRIDE:+ Read More

In addition to the websites of customers and vendors, here are some of the sites I've bookmarked:+ Read More

In the last two posts, we reviewed documenting your processes and identifying areas for improvement. Now it’s time to introduce positive change.

When testing, use a written checklist of all steps impacted. Follow the order used in actual production and don't skip any steps. If minor problems arise, make a notation for follow-up and continue on. Stop the tests if any major issue surfaces and don't proceed until the problem is resolved. Extra time in testing will prevent issues in production.

After the changes have been thoroughly tested, you're ready for implementation. Whenever possible, schedule implementation during a slow, non-critical time for your operation. Closely monitor the work as it moves through the new process.

Have a plan in place to back out any new software or programs if a critical error occurs. When replacing printers or finishing equipment, keep the old equipment nearby. Introducing changes requires leadership boldness. Implementing those changes requires caution and patience.

Evaluation and documentation

After successfully implementing changes to a process, review your work. This review should cover two points: did the process improvements meet the objectives? And, was the method used to implement the changes effective?

When evaluating the impact of the improvements, you should compare the new process to both the stated goals and the baseline metrics. Explain why there's any deviation from the objective – both positive and negative. Include any added benefits not known before implementation. For example, new equipment decreased processing times, and it also helped improve morale and reduced absenteeism.

Review the methodology for implementing the process improvements. Report on what was done well, and on any extra efforts made by team members. Determine what could have been done better during the project. Don't hide anything; examine every step.

At the beginning of this exercise, you mapped out the existing lifecycle of the document. Update that map to include the improvements implemented. Document any new processes with step-by-step instructions. Include the names of team members as a reference for future improvements.

And future improvements will be needed. One truth about improving processes is that your work is never done. New technologies, changes in business plans, a better understanding of your customers - these all will lead to the need to adjust your processes to remain efficient and effective.

Be proud of your team achievements, but never remain satisfied. Continue your journey in process improvements.+ Read More

After you've documented the existing process, you can begin the work of targeting areas to be improved. Are there too many opportunities for errors? Is there a chance to implement automation? What are the bottlenecks that impede productivity? Are the right people working on the right parts of the process? Does the existing process support the company's overall strategy?

To ensure success, don't undertake this stage alone. Build a team that includes people from the original group that mapped out the existing process. Also, recruit staff from different levels of management to get different points of view. When appropriate, bring in vendors and outside consultants.

The team should question every step, however mundane. Investigate if new technology can add integrity or increase speed. Eliminate steps that don't add value. Nothing can be considered off-limits during this discussion phase.

When proposing changes, document the business reasons for doing so. Don't make changes for change sake. It's easier to support implementing modifications when you understand the reasons behind them. Also, this step provides a road map for future reviews and improvements.

Clearly state the goals of the process improvements. Establish objectives that can be accurately measured. Use the metrics determined earlier as a statement of the existing condition, or baseline. Set up a reporting format to review your progress. Be prepared to explain your successes and failures.

The power of "What if?"

Use the "What if?" methodology to uncover more improvements. For example, there are several "What if?" questions that could lead to improving a statement processing system. A short list would include:

• What if statements weren't printed, but offered in a digital format?
• What if print quality could be measured automatically during the process?
• What if printer/inserter speed could be increased by 10%? By 20%? By 30%?
• What if every piece could be tracked during production?
• What if color print was introduced to highlight important information?

Also use "What if?" when considering proposed solutions. Evaluate the impact on technological and business factors. For example, with changes to the statement process, you should consider:
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Or Before You Begin Your Journey, Find Out Where You Are.

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Someone asked Robert Baden-Powell, the founder of scouting, "Be prepared for what?" Baden-Powell replied, "Why, for any old thing."

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“Want of care does us more damage than want of knowledge.” – Ben Franklin

Security in your mail center is always important, 365 days a year. Increased volumes in packages due to internet shopping can lead to a lax attitude. Managers must take a proactive approach towards security and awareness by reinforcing the basics, reexamining current plans, and increasing the amount of training.

Review your security plan and make certain that it includes measures to protect your employees from harm and safeguard the mail that you handle. Examine the physical layout of your mail center. Ensure that all access points are secured from unauthorized entry. Prohibit non-mail operations employees from entering the mail center to pick up mail or packages. Construct a service counter to handle queries from your customers (an inexpensive and effective solution is to put a table in front of your mail center).

The service counter and all doors should be monitored by surveillance cameras – an excellent deterrent. However, surveillance cameras make some people uneasy. Inform your employees that the cameras are used to help protect them from harm. Open, honest communication is essential for a security plan to be successful.

You must train your employees to recognize a suspicious package or envelope. The characteristics of a potential hazard include:

• No Return Address
• Excessive Postage
• Misspelled Words
• Protruding Wires
• Strange Odor
• Oily Stains/Discoloration on Wrapper
• Excessive Tape or String

If feasible, purchase an x-ray machine, which can easily detect the components of a letter bomb. Train all employees on how to properly use the x-ray machine, and how to react if they detect a threat. The best equipment is useless without a properly trained and alert operator.

Communicate and post procedures on how to handle an envelope or a package that contains either a threat of a biological or chemical agent, or an unidentified powdery substance. The United States Postal Inspection Service uses the acronym “SAFE”:

Safety comes first.
Assess the situation before taking action.
Focus your efforts on the hazard, avoiding contact and access.
Evaluate the situation and notify authorities.

Next: Steps to take when dealing with an emergency.

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Last week, a teenager from Pittsburgh made headlines with a science fair project about fonts. The official font of the United States government is Times New Roman. 14-year old Suvir Mirchandani calculated that by switching the font to Garamond, the government would use 30% less ink. The estimated savings, $136 million a year.

This story made me smile for several reasons. First, I love science fairs. Students use newly-learned concepts to investigate and understand the world around them. They approach problems without preconceived notions of what’s possible. The enthusiasm the students have for their projects is infectious and enlightening.

Second, a teenager is interested in print! Young Mr. Mirchandani’s proposal wasn’t to stop printing everything, but print smarter. Even a person born in the digital age understands the importance of paper documents. We may use smart phones, tablets and laptops to communicate with each other, but we also use paper. And probably will for many years to come.

Lastly, the story has many companies looking at their own documents. For years, software vendors and printer manufacturers have encouraged customers to consider fonts, type size and page coverage. Working on the basic principles of printing and composition isn’t exciting or glamorous. Yet by focusing on the fundamentals, we can uncover changes that will improve efficiencies and create savings.

Take a fresh look at your documents. Consider every component, from composition to print to mail. Bring in people from outside your department to provide feedback. Hold a brain-storming session and look at the impact of each idea. Don’t be stopped by negative comments like “But that’s the way we’ve always done it,” or “That won’t work here.” Instead, encourage thinking that starts with, “What if we….”

By bringing in new ideas, even the most efficient operation can save money. The savings may not always be $136 million, but it’s worth the effort.

 

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It’s a nice message. But when PMG Donahoe says “We are stronger together”, who does he mean by “we”?+ Read More