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March 2002

"We put a major emphasis on our customer service. Clients have our home numbers, and they can reach us whenever necessary," she says. Part of that commitment to customer service is education, reports Yeats. Quality Graphics regularly runs customer education seminars. They also send regular newsletters to their customers, giving concept and design tips, as well as updates on their latest upgrades.

According to Yeats, the once-traditional industry mode of doing business often meant keeping customers ignorant to ensure their dependence on printers. "It was a case of they didn't know how to do it and you did," she describes. It's a tradition Quality Graphics has long since broken.

"We've known for a long time that the better educated customers are, the better able they are able to make intelligent decisions. When they can make intelligent decisions, we can do a better job for them," she notes.

A major part of Quality Graphics' desire to provide excellent customer service is being able to provide customers with cutting-edge technology that meet their needs.

Full-service Shop

Quality Graphics offers its customers a complete digital prepress department, which includes an Agfa Galileo digital platesetter, a PGI Polaproof Prediction digital color proofing system and a PGI Polaproof 2230 Gold digital color proofing system; a complete finishing department; as well as two six-color, 28x40˝ Mitsubishi sheetfed presses, a two-color, 14x20˝ Hamada C252E-SF and a two-color, 10x15˝ Hamada 550 CDA press.

"We made the shift to CTP four years ago, while other companies are just now beginning to research computer-to-plate," she notes. Quality Graphics does still offer a conventional prepress department for those who still require film output, but Yeats believes the future is CTP. "We put a lot of research into CTP and, ultimately, we decided that the Agfa unit would work well for us. Our customers are thrilled with CTP; they can make any needed changes right up to the last minute," she adds.

Always willing to lead the way in new technology, Quality Graphics recently installed a Harris & Bruno LithoCoat tower coater conversion on one of its 40˝ sheetfed presses. Quality Graphics claims it is now one of only three printing facilities in New Jersey that offers in-line UV coating. "We've always been a pioneer when it comes to technology. We're always ready to look at the next step," she says.

Yeats credits Quality Graphics' willingness to embrace new technology as key to their growth and success. "We keep going to all these seminars and various industry top management conferences because they give us a look into the future. Instead of being paralyzed with fear, we are excited. We know we have the capabilities to harness the technology and to profit by it."

Yeats sees a future full of potential for Quality Graphics. "We plan to develop a distribution system, as well getting more into mailing services. We want to expand our finishing capabilities, so there is less and less that we have to send outside," Yeats notes.

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