June, 2014

Frank Savino

Quality is Part of the Workflow Yale Printing & Publishing Services

(YPPS)

Associate Director of Production,

YYPS – Yale University

Yale

Printing &

Publishing

Services

• 56 Staff members

• 39 Clerical & Technical (C&T) union employees

• 17 Management & Professional (M&P) non-union

employees

• 17 average years of service (ranges from 1.5 to 36 years)

• Staff age ranges from 26 to 68 years old

• 33 males, 23 females

• Newsletters, Invitations,

Brochures, Books, Stationery,

Conference Material, etc.

• Digital Printing

• Large Format printing (posters)

• Creative & Design (web & print)

• Scanning

• Offset Press Printing

• Mailing – inserting, addressing

• Forest Stewardship Council

(FSC) Certified

• Fulfillment/ Hand Collation

• Binding & Finishing

• Variable Data

• Print Procurement / Outsourcing

• Copier Rental / PaperCut

• Document / Records

Management

Our

Products &

Services

• Have a process

• It’s part of the workflow

• Use technology as tools

• Everyone is responsible

• Measure and document

YPPS

Quality – Our Approach

• Hired Juran Institute Inc. in February 2009 to review and

improve workflow processes using a Six Sigma and 6S

project approach

• Six Sigma helped with processing workflow improvement

• 6S: Sort, Set In Order, Sweep and Shine, Standardize, Self

Discipline, Safety – used to clean and organize

YPPS

Quality Management Tool

YPPS

Internal Proof Process

YPPS

Internal Proof Process

• Electronic document

• Editable

• Intuitive

• Resides on everyone's

desktop

• Required with every proof

– Avanti E Access

– Process Manager

– RSA QDirect

YPPS

Quality – Work Flow

Tools

– Avanti and e-access ordering – makes it “Amazon-ish” • Customized order forms for customers’ products

YPPS

Quality – Technology

– Xerox FreeFlow Process Manager

– Pre-build workflows (Business Cards, Multi Up, Imposition)

YPPS

Quality – Technology

YPPS

Quality – Technology

– RSA Q-Direct

– CSR, Design and Prepress, Production Expeditors,

Production Operators, Delivery Staff

– “If you see something, say something”

– “Ask the question”

YPPS

Everyone is Responsible

YPPS

Final Quality Check Point

We looked at the largest problem area

Jobs Errors Jobs Errors Jobs Errors

Feb 11 251 17 Feb 12 555 5 Feb 13 466 3

Mar 11 641 21 Mar 12 519 11 Mar 13 486 5

Apr 11* 301 7 Apr 12 468 0 Apr 13 564 6

May 11 521 8 May 12 514 9 May 13 544 8

June 11 343 3 June 12 463 3 June 13 339 2

July 11 395 6 July 12 410 11 July 13 329 5

Aug 11 577 17 Aug 12 535 4 Aug 13 557 2

Sept 11 556 15 Sept 12 590 6 Sept 13 515 2

Oct 11 613 8 Oct 12 694 3 Oct 13 639 2

Nov 11 529 16 Nov 12 515 5 Nov 13 414 2

Dec 11 422 2 Dec 12 339 0 Dec 13 253 0

Jan 12 487 9 Jan 13 586 6 Jan 14 499 1

Total 5636 129 Total 6188 63 Total 5605 40

YPPS

Quality Metrics

YPPS

Quality Metrics

2011

Jobs 5,636

Errors 129 or .02%

Jobs

Errors

2012

Jobs 6,188

Errors 63 or .01%

Jobs

Errors

2013

Jobs 5,605

Errors 40 or .007%

Jobs

Errors

Quality Control In Other Areas:

• Large Format Jobs and Business Cards Jobs are quality

checked and packaged in its production area

• Mailing Jobs are quality checked by Mailing Production

Supervisor or Customer Service Representative

• Outsource Jobs are quality check by our Print

Procurement Team.

YPPS

Quality Metrics

Questions?

YPPS

Quality Approach