Member Survey Results

by | Feb 25, 2019 | Member Surveys | 2 comments

Private to CUPMAC

The page is only accessible to members.

Two weeks ago we invited the CUPMAC community to partake in a Member Survey. The questions covered a wide range of topics over 4 questions and we are confident that the community will benefit from their answers just as much as we will. The results have been broken down into three sections for each question: A distilled answer or key take aways, a word cloud with common keywords and a full unedited transcript of all responses. We have also identified and pulled out a list of standout ideas put forward in the servey responses that we thought are worth highlighting.

This post will be kept private to only logged in CUPMAC members so feel free to share your thoughts and discuss the results in the comments at the bottom of this post. 

Here we go!

 

Overview

Questions in this survey

  1. What motivated you to join CUPMAC?
  2. What are some challenges as an in-plant print shop?
  3. What do your Student customers want from a print shop?
  4. What value or benefits would you like to get from your CUPMAC membership?

Date Range

Fri 2/15/2019 – Fri 2/28/2019

%

Response Rate

Completed Surveys

Word Count

Info/Knowledge
Cost effective
Annual conference
Higher ed
Best Practices
Copier fleet
New Technologies
Large format

Top Keywords

Responses

1.

What motivated you to join CUPMAC?

Distilled:

To learn from and contribute knowledge to a network of other Canadian in plant print shops to keep up with the trends and challenges, management best practices, solutions and new initiatives.

Word cloud:

All responses:

1. What motivated you to join CUPMAC?
  • The opportunity to meet and learn from fellow members that can offer new ideas for continued success.
  • ListServe
  • Historically we were always members. The listserv is extremely valuable
  • Was informed about CUPMAC through my former manager who thought it would be a good idea for us to join, even though we do not qualify as a proper in-plant shop, just a digital store front.
  • Initially it was to learn from other managers in the printing field. Came up from being a press operator to shop foreman and then manager so knew the field but not the overall management aspects.
  • I was new to the Print Industry and was thankful that this list-serve was available. It has been invaluable to have peers across the country with whom we can exchange information.
  • Actually I had never heard of CUPMAC until our new director asked me about it and if we were members
  • Great group of people with similar work issues
  • To be connected to the post-secondary in-plant community
  • Sharing knowledge among peers at higher ed institutions.
  • Networking and an opportunity to share/learn in-plant management best practices, challenges, solutions and new initiatives.
  • to learn from the collective knowledge of other Canadian institutions. Keep up with the trends and challenges of the printing industry.
  • Networking/ connection/ listserve
  • Make contacts in my field. Learn from my peers.
  • The ability to network with peers, share problems, lend assistance and form a community of like minded peers.
  • I am a single person shop and the information I get from the group is awesome. I have learned so much even, though I do not participate in discussion much, a lot of the things discussed are relevant and bring a new perspective to my work.
  • To be able to network with other Print Shops across Canada. Gathering data and useful information on topics of value to help us with our Production.
  • Networking with other higher ed printers – specifically the listserv
  • Our print shop/institution was already a member when I joined. If we were not already a member I would join to build and expand our professional network, access to knowledge base and other people in the same business.
  • To have a community and pool of shared resources/experience from which to aid in development and operations.
  • My print shop was already a member when I started working here.
  • Industry and peer knowledge access

2.

What are some challenges as an in-plant print shop?

Distilled:

-New technology and revenue retention

-Maintaining quality of service

-Time and resources

-Costs and competition

-Management and institution politics

Word cloud:

All responses:

2. What are some challenges as an in-plant print shop?
  • Being able to keep all work in house by offering a full service print shop at a better price that any outside commercial printer.
  • Resources to get work done at the same time as moving projects forward
  • Downsizing, doing more with less. Finding the right fit for the value add, and have the University buy in.
  • Lack of funding. Lack of support from the top. Lack of resources. Lack of personnel. Lack of a manager who understands the business.
  • Move away from traditional print to digital, less staff and more responsibility with new fleet multi function machines
  • Balancing sustainable print practices impacting print of campus with the evolving role of the Print Shoppe on campus
  • Departments out sourcing print jobs, it is mostly Athletics however they say it is because of sponsorship money. We are currently in an RFP to replace our production printers in which I am hoping to be able to offer more services with the new equipment that is out there
  • Finding casual qualified help, and budget
  • Commercial competition, rising materials costs, fewer staff/staff with fewer print skills/knowledge, making the right technology purchases
  • Finding time to innovate.
  • Maintaining net-zero/cost-recovery operating budget, obtaining approval for larger capital purchases, appropriate staffing for slow and peak production periods.
  • union environment, shop culture, copier fleet management
  • Keeping all of university’s job within in-house plant.
  • As always, cash flow. Our VPA has consistently demonstrated a strong desire to have an on site service. He supported our plan to centralize all printing activities (copier fleet, student printing, desktop printing, central printing, print procurement) through one department to manage the process of “printing” at an enterprise level. This way, the university’s entire spend on printing can be managed and performed in the most cost effective manner.
  • sourcing materials and just having time to get the things done that I would like to be able to produce with the same budget I am afforded by the college I work at.
  • Staffing being trained on the job. All applicants are internal usually with no background of printing.
  • Staying relevant to our clients – both internal and external
  • Dependancies on IT services, operational limitations and decisions that impact our core revenue streams.
  • Capturing External Cost-Recovery revenue.
  • Keeping up with new technologies. Learning large format applications and installations. How to price new services. Finding time to market ourselves. Training staff on new technologies and cross training.
  • employee ability and space

3.

What do your Student customers want from a print shop?

Distilled:

-Instant/On demand service

-Fair pricing

-Expert staff to help with file setup/printing questions

Word cloud:

All responses:

3. What do your Student customers want from a print shop?
  • Print on Demand or Instant printing and binding at a fair price.
  • Student usage is low. Assume easy access, low prices
  • Assistance with files (Free)
  • Not sure at this point as Students are really not what upper management cares about. They do not bring in the money and at this point we are simply here to run a profit any way we can. Customer service ratings for our shop are very poor. We are a sinking ship at this point. Not sure if we will survive in the next few years.
  • Still look for help with printing files, thesis and posters but more literate today than in the past.
  • Printing of OER, materials loaded to LMS. More Graphic design and non traditional print work.
  • Our student printing has moved to the Campus store as a print on demand only station. If they require additional bindery or wide format posters it comes back to us and we do it with a 24hr turn around time. We are mostly an internal revenue area so usually the instructors will contact me directly to work out a fee and what we require so that their student projects can go smoothly.
  • Somewhere they can print off projects and signage.
  • Quick service, fair pricing, staff with expertise in servicing print clients
  • On demand service, friendly greetings, reasonable costs, convenient location.
  • Inexpensive, express (on-the-spot) service
  • cost effective printing with top quality customer service
  • Economical, fast turnaround, longer hours of operation, great service
  • Fast turnaround times. Cheap prices.
  • Mostly assignment and thesis printing. Some large format, accessibility at all hours or access to do it yourself services (MFD/Student device fleet). Our student printing is billed directly to their student account so they do not have to worry about carrying a card or cash.
  • I have been having issues with this. Mainly as a one person shop, students like to throw their flash drives at me to print their documents for classes that start in 15 minutes. I have curtailed this by increasing the Print Services costs and decreasing the general fleet costs so that it is more cost effective for the students to do it themselves. I have been writing policy on this with my Manager. Otherwise, it is colour printing that the students mainly want me to do for their instructors.
  • Fast turn around and inexpensive prices
  • Quick, cost effective and simple access to printing
  • An enriching learning experience and committed staff towards that objective
  • Traditionally, our shop did not want student customers.

4.

What value or benefits would you like to get from your CUPMAC membership?

Distilled response:

-In depth reporting/profiling/benchmarking on all member shops

-Sharing more data (KPIs/RFPs/W2P applications/Equipment)

-More member discussions/Q&A/tech reviews/feedback/advice

-Volume discounts with suppliers

-More engagement/ability to share files/information/data

Word cloud:

All responses:

4. What value or benefits would you like to get from your CUPMAC membership?
  • We already receive great value and benefits from being a member, mostly from ongoing member interaction and from the conferences that offer solutions and ideas to help contribute to our success.
  • Would like regular input by all members into defined reports that can be shared across Universities for KPIs or decision making
  • I would appreciate round tabling with organizations that are similar in size and offers. ie. we don’t have offset on-site, more of a quick copy centre and fleet management.
  • Every type of information helps. I know I can ask just about anything concerning the business and I will get some good, solid information. Perhaps sharing some of the more complex material such as RFPs for the Copier Fleet; who uses what digital storefront and the pros and cons of their choice. How to convince upper management that we can be profitable and serve Students at the same time. As we are all facing the same problems more or less, it helps to see who is doing well and how they went about doing it. Also all the information about the new technology and again the pros and cons of on-site usage is priceless to me. CUPMAC has helped me see how we can improve our business, I just need help in creating a solid argument to present to the upper management.
  • Like in the past new trends, equipment updates, experience and knowledge from others that might be from a larger institution who may be able to bring in new technology that some of our smaller institutions cannot afford to try without knowing the advantages or the new technology. Also institutions of the same size what they do with technology and budgets to look after their inplants.
  • The community of practice.
  • As a new member I have been very impressed with how members help each other with suggestions to their questions via the email string.
  • To be able to post questions and get answers from other print shops
  • Input into the development of vendor products, reduced pricing for products and services
  • Learning about the latest technologies, connecting with peers, talking with other leaders working in higher ed.
  • Discussing and engaging with peers about new ideas and best practices. Support on solving issues related to managing and in-plant print operation. Opportunities to network.
  • continued knowledge and support
  • Group discounts, equipment review, kijiji type of online board to help sell/buy used equipment from other CUPMAC members.
  • It would be great if people who attended industry trade shows came back with show highlights or executive summaries of some of the technologies and sessions they have attended or even share some of their best practices in a number of areas – sales and marketing tips, prepress, bindery, large format, variable data, etc. This could be shared through webinars, lunch and learns at the annual conference, etc. There are other benefits, however they may not be achievable – such as forming consortium’s based on geographic locations to get large volume discounts on paper, supplies, etc. Lastly, I would love to attend the annual conference regularly, but travel budgets are bare bones and some universities do not even allow travel. If CUPMAC could look at co-locating their annual conference with another University association (CAUBO, NACAS, CANHEIT, etc.) – even if just in the same city either immediately before or immediately after the conference, travellers could get more bang for their buck. Also, I am a staunch CUPMAC supporter and love the conference swag. I would love to see the organizers of the annual conference take orders from the general membership (at a fee) for those of us who can’t attend. I know it is an incentive to get people to attend the conference, but as for reasons above, a lot of us can’t attend.
  • I enjoy the list serve very much and that is where I get my value and benefit from at the moment. I would like to be able to attend the conferences but due to budget constraints I never get to go. I am getting exactly what I need from CUPMAC and am happy that I have this sounding board.
  • knowledge of the various equipment being purchased and operational in the various shops.
  • Benchmarking data, webinars,
  • An active discussion, information sharing, financial benefits from being part of a larger group. Sharing services.
  • Access to Association members, discussions, internal surveys, news and events.
  • Information from other institutions on resolving challenges. Ideas for growth and trends. What new technologies are other institutions getting into. What is successful and what is not.
  • Resource as needed.

Member Ideas

Ideas found within the responses.

We would love to see these ideas added to the forum category “Questions & Ideas” where members can continue the discussion, up-vote or add new ideas of their own.

CUPMAC Marketplace

“Group discounts, equipment review, kijiji type of online board to help sell/buy used equipment from other CUPMAC members.”

CUPMAC Marketplace

 “It would be great if people who attended industry trade shows came back with show highlights or executive summaries of some of the technologies and sessions they have attended or even share some of their best practices in a number of areas – sales and marketing tips, prepress, bindery, large format, variable data, etc. This could be shared through webinars, lunch and learns at the annual conference, etc.”

Conference Shadowing

“co-locating the annual conference with another University association (CAUBO, NACAS, CANHEIT, etc.) – even if just in the same city either immediately before or immediately after the conference, travellers could get more bang for their buck.”

CUPMAC/Conference Swag Shop

” I am a staunch CUPMAC supporter and love the conference swag. I would love to see the organizers of the annual conference take orders from the general membership (at a fee) for those of us who can’t attend. I know it is an incentive to get people to attend the conference, but as for reasons above, a lot of us can’t attend.”

What did you learn?

Thanks again to everyone who participated. It means a lot to us that so many of you took the time to fill out the survey, and your responses will surely help us to improve CUPMAC. What did you think of the results? Did anything surprise you? We look forward to hearing your opinions in the comments!