At Yale University, Quality is such a high priority that it is ingrained in the workflow. It's been and continues to be an evolving process to create and take steps in every part of the process to ensure complete print job quality. All print production employees are responsible for quality, and all print jobs must pass a quality inspection before leaving the print center. Learn the four keys to a successful quality program, the tools Yale uses, how they report and measure their success and plans they have for the future. This presentation is from the IPMA 2014 conference.

1. June, 2014
Frank Savino
Quality is Part of the Workflow
Yale Printing & Publishing Services
(YPPS)
Associate Director of Production,
YYPS – Yale University

2. 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

3. • 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

4. • Have a process
• It’s part of the workflow
• Use technology as tools
• Everyone is responsible
• Measure and document
YPPS
Quality – Our Approach

5. • 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

6. YPPS
Internal Proof Process

7. YPPS
Internal Proof Process
• Electronic document
• Editable
• Intuitive
• Resides on everyone's
desktop
• Required with every proof

8. – Avanti E Access
– Process Manager
– RSA QDirect
YPPS
Quality – Work Flow
Tools

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

10. – Xerox FreeFlow Process Manager
– Pre-build workflows (Business Cards, Multi Up, Imposition)
YPPS
Quality – Technology

11. YPPS
Quality – Technology
– RSA Q-Direct

12. – CSR, Design and Prepress, Production Expeditors,
Production Operators, Delivery Staff
– “If you see something, say something”
– “Ask the question”
YPPS
Everyone is Responsible

13. YPPS
Final Quality Check Point

14. 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

15. 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

16. 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

17. Questions?
YPPS
Quality Approach