This article is for print service providers (PSPs) who would like to add new services via outsourcing but are facing barriers in getting staff trained and on board. The concept of growth via print service diversification is a simple, solid growth strategy. By branching out and offering a wider range of services, you can attract new customers, retain existing ones and sell more to them more frequently.
It’s also easy to introduce new print services to clients. PSP’s can start by working with outsourcing partners like Western Trade Printing. Yet problems sometimes arise when training staff about how to sell or manage these new services.
Here’s an example of how this might work in the real world. A quick copy printer offers short-run saddle-stitched magazines, programs, and catalogs that are produced in-house They want to expand into longer run business because clients are asking for this as well as for perfect bound books. These diversified print services would also make them attractive to a wider range of clients in different industries.
So they partner with Western Trade Printing because we have the press and bindery equipment to do longer run saddle-stitched books and perfect bound books.
Objections to Training Staff for Outsourced Print Services
While the quick copy staff in our example has a foundational knowledge on saddle-stitched books, the owner is concerned about training staff to deal with more sophisticated saddle-stitching and perfect binding jobs. They can get complicated.
One problem is his small staff is already overloaded and he’s worried about burnout. Each employee handles multiple roles, making additional training for new services impractical or very difficult.
There is also the issue of turnover. Is it wise to invest in training when it’s likely that the employee will be gone in a year or two? Training a new-hire is already expensive enough without having to add another level of training to the mix.
Then there is the general resistance to change among staff. Outsourcing may also lead them to fear losing their own jobs or authority.
4 Ways to Train Staff for Outsourcing
The good news is that there are ways to mitigate the impact of these objections and resistance.
1 - Hands-On Test Runs
Start with low-risk test jobs sent to outsourcing partners to familiarize staff with submission, proofing, and tracking processes. They get to learn real-world coordination without disrupting production.
On-the-job shadowing by an experienced manager or owner during testing also helps staff develop skills and confidence.
One of the unique things about working with Western Trade Printing is that you get a real person to work with you. We’re available to help you and your staff through the onboarding process as much as needed.
2 - Document the Process
As you do the test jobs, document the process as you do it. Don’t try to do it from memory. Doing it from memory is more likely to miss an important step.
Once its documented, create a one-page checklist that staff can use to make sure they never miss a step. In fact, this type of documentation can be used to develop all company processes and partner workflows. With repetition, it also helps develop the staff’s soft skills like communication and accountability.
3 – Use Educational Assets
There are e-learning platforms available, such as PRINTING United Alliance’s iLearning courses and certifications (no affiliation). Their courses and certifications cover every aspect of the printing industry and the processes used.
4 - Partner Integration
A good outsourcing partner will make sure you have the tools you need to produce your jobs without disruption.
Here at WTP we have several partner resources available to help print service providers.
We offer business development to all PSP’s, brokers, publishers, and agencies who have specific print production needs. We’ll tailor a program to your requirements. We’ll work one-on-one with you or your staff to make sure your outsourcing process works the way YOU want it to work. We don’t force clients into a rigid print production mold or turn them into ticket numbers in an automated system. And you always have a person to talk to should a question come up.
We have an online job portal that gives you instant quotes on a wide range of standard commercial printing jobs. You can also place your order online after you get your quote.
Custom quotes are returned to you as quickly as possible the same business day, usually within hours.
WTP is G7® and FSC® certified. This ensures you get the same print appearance and color across all devices, processes, substrates and inks. You get a smooth workflow from proofing to delivery. That’s one less item for your staff to worry about.
In a Nutshell…
If staff training is keeping you from using outsourcing as a growth strategy, please get in touch at 559-251-8595. We can talk about how we can work with you to overcome any issues in outsourcing itself, or in training your staff.
