Margie Dana

report card image for 5-6 tip Last week a print buyer for a major national firm sought my two cents on this question:

When reviewing your print providers (annually, biannually, even quarterly), what should you ask them?

It was an interesting question.

Here’s what I told her I’d want to know:

Details on their sustainability initiative
Information about new capital investments they have planned – new presses, etc.
New capabilities planned
Do they have any programs (new or improved) that can offer me custom integration solutions across multiple media?
What kinds of automation initiatives do they bring to the table?
How about personalization capabilities – what’s new, where are they investing to offer my company more targeted customer campaigns?
I’d want to hear about innovative formats and solutions
Do they have documented results to share, showing how their services got measurable results for customers?

As this list implies, I’d be looking for information about new process improvements and new capabilities that would benefit my company. If I were dealing with a public company, I could take a look at their financials.

Because most commercial printers offer equally good quality, service and pricing, I would focus on other qualities, other initiatives, that they feel set them apart from their competition.

Enough about what I think. What about you?

What would you ask your printers in a review session?

Jeff Dickerson

May 06, 2013 at 10:44 am

There are two risk management questions you need to review and one process question you need to ask.

1. What is their disaster recovery plan? If an event causes them to halt production, what is their plan to continue providing services?

2. A regular financial audit should be conducted. If a company can’t pay their bills or access credit, they could fail. Read “Financial Intelligence” by Karen Berman and Joe Knight. One of the 100 best business books ever. Your company accountant should be able to review a balance sheet and alert you to any concerns. If they are privately held, add contract language that requires them to disclose their finances and preferably an audited financial statement annually. If you want to be real serious, add language that allows you to request an SAS 70 audit.

3. Ask aout their statistical process control system. Most printers should be ISO certified. If not, they should at least have a quality control system in place to reduce errors and identify ways to improve their processes and reduce variables that lead to waste. Ask them about “lean” projects or 6 sigma certifications.

Add some business acumen on the above three subjects into your buyers tollbox and you will gain respect with your suppliers.

Margie Dana

May 06, 2013 at 1:25 pm

Thanks, Jeff! I knew you’d have excellent, expert advice for buyers. Many thanks for these details.

May 07, 2013 at 2:35 am

I ask my suppliers what they can do to help me reduce my costs. I sometimes need to explain to my suppliers that there is a BIG difference between price and cost. I am interested in seeing how we can work more efficiently and more effectively together. I’m not asking them to slash their prices.
Matthew Parker

Margie Dana

May 07, 2013 at 9:44 am

Thanks for your insights, Matthew. Good advice!

Mary Ann Fong

May 31, 2013 at 12:44 pm

I would review the work this supplier has produced during the year and review any problems and how they were resolved. What can they do to increase their business or why has their business decreased? Are all procedures being followed (samples, final printer files, accurate invoicing)? How could we communicate better to increase efficiency? It’s a good opportunity for an honest two-way conversation about the state of the relationship.