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The New MPS

What does it mean to provide superior customer service?

Welcome to the latest edition of our Media Production Services eNewsletter. This issue showcases the various ways in which MPS aims at providing consistent customer satisfaction through convenience, technological solutions, continuous improvement and quality.

For MPS, customer service means being friendly and helpful and providing a positive experience every time.

In this issue we’ll discuss PrintPal, our web-to-print solution, as well as our revamped delivery model; two specific enhancements that make it easier for customers to submit files and receive orders in a timely manner.

We’ll take a look at the custom publishing strategy we’ve developed this year in partnership with the Campus Store to help deliver the highest quality course materials to students at a lower cost.

In addition, we’ll share the results of our most recent customer survey as we truly value the time everyone took to support our continuous improvement efforts.

MPS has a deep reservoir of expertise upon which to draw. The advice of our experienced staff helps customers to generate ideas and make good decisions through the planning and order process which in turn results in high quality product at competitive prices.

We thank you for your continued support!

Phil Poelmans

PrintPal is all grown up now!

PrintPal is our web-to-print job submission tool

PrintPal allows our customers to submit print jobs 7 days a week, 24 hours a day, from any computer. When we launched PrintPal at McMaster in 2006 we received a total of 87 job submissions from 11 registered users that first year. Now, we receive nearly 2,000 submissions annually from over 400 registered users.

Why use PrintPal?

  • The submission process with PrintPal is very quick and easy, whether you are reordering a document or submitting a new one.
  • Once your shipping and billing information is entered, you never have to do it again.
  • PrintPal will remember your preferences for paper, stapling, etc.
  • You can use PrintPal to check on the status of your order.
  • PrintPal generates a proof that you can continue to change until you are happy with the file. This proofing process ensures your printed document will meet your exact specifications.

It only takes a minute to get started. To register for your user ID please call us at 24446 or 24447 or send an email to printing@mcmaster.ca.

Happy Printing!

A McMaster Partnership for Students

Campus Store & Media Production Services (MPS)

McMaster was the first University in Canada to develop Custom Courseware back in 1993; the result of a Partnership between the Campus Store and Media Production Services that is now 20 years strong. This Partnership has allowed McMaster to offer a full custom publishing service: from securing copyright permissions to electronic printing.

Key improvements:

  • Cost and time efficiencies - the benefit of which will accrue to our students in 2013/14.
  • Improved coordination within the partnership resulting in lower costs.
  • Wider choice in binding and cover options for a fresh new look.
  • A per image Access Copyright cost reduction to help defray the cost of learning materials born by students.

Other benefits of this partnership:

  • Economies of scale enable lower prices.
  • University funds stay internal.
  • Sales contribute directly to the University operating fund and Student Affairs.
  • All copyright royalties and reporting are in compliance with the new Copyright Act.
  • Quick turnaround times…materials are digitally stored and copies can be produced within 24-48 hours.

As a result of these initiatives, students saw a price reduction of approximately 30% in custom materials produced by MPS and sold through the Campus Store this past fall. Plans for further improvement next year include a revised ordering process to better project inventory requirements.

Everything you want to teach, everything the students need to read – all in one book

For more information, please visit the Campus Store Website

Employee Spotlight

Steve Goertz

A graduate of Niagara College in Business Administration, Steve began working at Boeing Canada in Downsview in 1988 as a Production Control Clerk, responsible for putting together the assembly manuals necessary for the manufacture of aircrafts. After a significant reorganization Steve transferred to the printing division of Boeing as a Press Operator and Production Coordinator.

In 2003, Steve joined McMaster University as a digital production operator. His years of production experience and expert knowledge in printing eventually led him to his current role as a Customer Service Representative and Financial Assistant in Media Production Services. Over the past few years, Steve has also become an active member of Unifor Local 5555, serving as Sergeant-at-Arms for the union.

Steve is an avid audiophile and movie enthusiast, keen about high-fidelity sound reproduction and immersive home theatre experience. His hobbies also include tinkering with computers and cars. Steve recently returned from a wonderful trip to Mexico where he and his wife Wendy celebrated their 25th wedding anniversary. The proud father of Holly (19) and Noah (16), Steve is a devout Philadelphia Flyers fan who has stuck with his team all through the years, … including this season.

Hockey love hurts!

Customer Service Survey

Survey Results are in!

We’d like to thank everyone who helped us by filling in our Customer Service Survey. Your feedback is appreciated as we continue to look at ways of improving our services. We’ve made efforts to contact respondents where possible to ensure that we fully understood your comments. We have shared our results below.

Convenient Location

We're closer than you think!

One concern that we heard loud and clear is that people were worried our consolidated operations would no longer provide the convenience to which they were accustomed.

As mentioned, PrintPal works well for submitting standard jobs such as course outlines, tests, and handouts. More complicated jobs can be submitted through printing@mcmaster.ca where our expert Customer Service Reps will review the order and call you back to discuss your needs. What kind of paper would be best for your job? How should the pamphlet be folded? How soon do you need it? And answer any questions you might have.

In addition, we deliver your completed orders daily, both on and off campus. We have a foot messenger in the Arts Quad and our scheduled truck delivery times are as follows:

Northeast campus: 9 am to 10 am
Off campus: 10 am to 12 pm
Southwest campus: 1 pm to 2 pm
Northwest campus: 2 pm to 3 pm

We have included a map of the quadrants for reference.

If you require a pickup, just call customer service at 24446 or 24447 for a drop location and pick up time. Special delivery arrangements can also be made if required.

We would welcome the opportunity to show you what we can do from our new streamlined, centralized location.

We do it all!
  • Fabulous design work –
    both graphic and web design
  • Print of all kinds, of course
  • Invitations and cards (wedding or otherwise)
  • Posters including cloth posters
  • Business cards, letterhead, envelopes
  • Variable data
  • Signs all kinds
  • Banners
  • Custom Magnets
  • Lamination
  • Binding
  • Tickets – stag, raffle, etc
  • Carbonless business forms
  • Custom labels and stickers
  • Flyers, menus, certificates
  • Booklets and programs
  • Post cards, note pads, calendars
  • Manuals
  • Bookmarks and greeting cards

If you can think it up… we can do it!

Testimonials From Our Clients
Media Production Services