![\"QUALITYLOGO](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2016\/05\/QUALITYLOGO-Converted-300x73.jpg\")
Quality Digital Office Technology (or simply \u201cQuality\u201d) is the epitome of foresight. Founded in 1981 by Jeff Poet, who was selling copier and fax machines out of his garage, the company has evolved to be a highly diversified and successful $13 million per year dealership that now offers copiers, printers, managed IT, MPS, document management, and even office furniture to its customers.<\/p>\n
Today Quality is run by three partners. Jeff Poet holds a majority partnership while Bill Wurster and Cindy Workinger are managing minority partners.<\/p>\n
![\"The](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2016\/05\/The-Quality-Team-300x171.jpg\")
From left: Cindy Workinger, Jeff Poet, Bill Wurster<\/p><\/div>\n
Quality carries about 4500 devices. Their primary vendors are Konica Minolta, Kyocera, Oki, and Brother. They provide HP products on the PC and server side. They offer KIP wide format and partner with Konica Minolta on 3D systems as well.
\nFrom its original base of operations in York, Pennsylvania, Quality now covers an area that includes all of south central Pennsylvania and parts of northern Maryland. Many of their major customers also have offices throughout the U.S. and they work with the local dealers in those areas to provide service and be as helpful to them as possible. They support laser printers all over the globe through their contract with the Department of Defense.<\/p>\n
With the slogan \u201cSurround yourself with Quality,\u201d the company has built relationships with customers of every size \u2013 from enterprise to mom and pops. Most of their customers are SMBs, particularly on the network side.<\/p>\n
They currently have 11 technicians specializing in copiers and printers and two that can handle devices as well as connectivity. Seven technicians are designated for network support, document imaging, and docSTAR, the document management software they offer.<\/p>\n
All the Pieces in Place<\/strong><\/p>\n Cindy Workinger has been with the company for 25 years. Vice President of Service, Ken Weigle, is a 29-year veteran of the company.<\/p>\n Weigle recalls a pivotal time in the evolution of the company. He says that like most dealers, they had no idea what to do when devices started being networked. They made the decision to partner with the IT division of a local company and eventually purchased the company. At the time their name was Quality Copy Products. They named the new division Quality Computer Products and launched their own computer networking division.<\/p>\n Still, one piece was missing. Because they wanted to provide all the differentiating office items, they acquired a local office furniture company a few years ago and called it Quality Office Furnishings.<\/p>\n \u201cWe\u2019re now all under that Quality Digital Office umbrella,\u201d says Weigle. \u201cBasically, we can provide everything to a customer. We can give them the space design. We can sell them the furniture they need and install it for them. We can set up their network and sell them their servers or PCs, and we can give them everything they need to print, copy, scan or fax.<\/p>\n \u201cFrom inception to destruction because we also carry shredders,\u201d adds Workinger.<\/p>\n And business is doing very well. Typically, notes Workinger, the beginning of the year is sluggish due to unavoidable factors that plague the northeast.<\/p>\n \u201cThe first quarter is usually affected by Pennsylvania weather,\u201d she says. \u201cWe had 30 inches of snow this year, but it was still a very good quarter. We did over $2.1 million in hardware. We have quotas within our divisions and every group hit early!\u201d<\/p>\n Managed services has seen significant growth for the company and Weigle attributes that to the advantages of early entrance into the space.<\/p>\n What is key to growth in all areas though, he insists, is the performance of the entire service team. He calls the copier-printer techs the backbone of the company because they can make or break the relationship with the customer.<\/p>\n \u201cOur continued emphasis is going to be on providing what we call legendary service,\u201d says Weigle. \u201cWe heavily prioritize first-call efficiency and response time and completing a total service call. By offering legendary service, we see no reason for customers to go anywhere else. That will continue to be a success factor in our company.\u201d<\/p>\n Implementing BEI Services Program<\/strong><\/p>\n In a highly competitive print space, Weigle believes that maintaining a motivated service department to achieve maximum profitability is critical.<\/p>\n \u201cEverybody is battling to get as many clicks as they can,\u201d he says. \u201cCPP rates are dropping and it\u2019s tough to maintain a competitive balance and still be profitable.\u201d<\/p>\n Ken Weigle and Jeremy Godfrey<\/p><\/div>\n The BEI Services program was a good fit because it met all of Weigle\u2019s key objectives for increased profitability. He was looking to reward performance and productivity while promoting accountability. He also wanted an existing solution so they didn\u2019t have to be tasked with creating one.<\/p>\n \u201cRight now we\u2019re operating at some of the best response times we ever have,\u201d he says. \u201cBEI has heavily impacted our productivity. Techs want to do as many calls as they can because they want those clicks in their bank. They want to do the complete call because they want their first call efficiency high so their bonus is higher and they aren\u2019t getting deductions taken out.\u201d<\/p>\n Weigle is pleased with BEI\u2019s reporting features too. He cites the help desk for increasing productivity, and the parts usage report for improving inventory control. He also likes the fact that he can compare his stats against other dealers around the country and to see how devices are functioning globally. They use the tech packets as a teaching tool.<\/p>\n \u201cIt\u2019s neat to be able to sit with a tech and look at their BEI summary,\u201d he says. \u201cIt shows me where a tech may have a deficiency or a model where they may have a deficiency. It could show something that they are actually very good at that they can help other people with. It\u2019s taken a lot of the guess work out.\u201d<\/p>\n Their customers are noticing too. Weigle says that one of the things they hear a lot is, \u201cHow did you get here so fast? I literally just hung the phone up!\u201d<\/p>\n \u201cThat is happening daily because our response times are so good,\u201d he says.<\/p>\n Weigle doesn\u2019t hesitate when asked if he would recommend BEI Services to others.<\/p>\n \u201cYes, absolutely and I have,\u201d he says. \u201cAny time I\u2019m at dealer meetings or meetings with councils that I\u2019m part of, I ask my constituents if they run BEI. If they don\u2019t, I tell them it\u2019s something they should take a look at.\u201d<\/p>\n \u201cWe talk about it on the sales side too, especially with prospects,\u201d adds Workinger. \u201cWe explain why our service department is different \u2013 why they\u2019re legendary.\u201d<\/p>\n Service Begins at Home<\/strong><\/p>\n The ability to adapt to increased oversight isn\u2019t easy for anybody, and Weigle admits it wasn\u2019t easy for his technicians at first either. They have many tenured techs, some with 10 -20 years experience, and he cites their professionalism for making the transition easier.<\/p>\n \u201cOne strong point I really want to get across is, as leaders of the company, how extremely proud of our service team and all of our employees we are for their commitment and dedication to our customers which allows us to win awards like this,\u201d he says. Quality Digital Office Technology Why they\u2019re a Platinum Award Winner Quality Digital Office Technology (or simply \u201cQuality\u201d) is the epitome of foresight. Founded in 1981 by Jeff Poet, who was selling copier and fax machines out of his garage, the company has evolved to be a highly diversified and successful $13 million per year dealership that now offers copiers, printers, managed IT, MPS, document management, and even office furniture to its customers. Today Quality is run by three partners. Jeff Poet holds a majority partnership while Bill Wurster and Cindy Workinger are managing minority partners. Quality carries about 4500 devices. Their primary vendors are Konica Minolta, Kyocera, Oki, and Brother. They provide HP products on the PC and server side. They offer KIP wide format and partner with Konica Minolta on 3D systems as well. From its original base of operations in York, Pennsylvania, Quality now covers an area that includes all of south central Pennsylvania and parts of northern Maryland. Many of their major customers also have offices throughout the U.S. and they work with the local dealers in those areas to provide service and be as helpful to them as possible. They support laser printers all over the globe through their contract with the Department of Defense. With the slogan \u201cSurround yourself with Quality,\u201d the company has built relationships with customers of every size \u2013 from enterprise to mom and pops. Most of their customers are SMBs, particularly on the network side. They currently have 11 technicians specializing in copiers and printers and two that can handle devices as well as connectivity. Seven technicians are designated for network support, document imaging, and docSTAR, the document management software they offer. All the Pieces in Place Cindy Workinger has been with the company for 25 years. Vice President of Service, Ken Weigle, is a 29-year veteran of the company. Weigle recalls a pivotal time in the evolution of the company. He says that like most dealers, they had no idea what to do when devices started being networked. They made the decision to partner with the IT division of a local company and eventually purchased the company. At the time their name was Quality Copy Products. They named the new division Quality Computer Products and launched their own computer networking division. Still, one piece was missing. Because they wanted to provide all the differentiating office items, they acquired a local office furniture company a few years ago and called it Quality Office Furnishings. \u201cWe\u2019re now all under that Quality Digital Office umbrella,\u201d says Weigle. \u201cBasically, we can provide everything to a customer. We can give them the space design. We can sell them the furniture they need and install it for them. We can set up their network and sell them their servers or PCs, and we can give them everything they need to print, copy, scan or fax. \u201cFrom inception to destruction because we also carry shredders,\u201d adds Workinger. And business is doing very well. Typically, notes Workinger, the beginning of the year is sluggish due to unavoidable factors that plague the northeast. \u201cThe first quarter is usually affected by Pennsylvania weather,\u201d she says. \u201cWe had 30 inches of snow this year, but it was still a very good quarter. We did over $2.1 million in hardware. We have quotas within our divisions and every group hit early!\u201d Managed services has seen significant growth for the company and Weigle attributes that to the advantages of early entrance into the space. What is key to growth in all areas though, he insists, is the performance of the entire service team. He calls the copier-printer techs the backbone of the company because they can make or break the relationship with the customer. \u201cOur continued emphasis is going to be on providing what we call legendary service,\u201d says Weigle. \u201cWe heavily prioritize first-call efficiency and response time and completing a total service call. By offering legendary service, we see no reason for customers to go anywhere else. That will continue to be a success factor in our company.\u201d Implementing BEI Services Program In a highly competitive print space, Weigle believes that maintaining a motivated service department to achieve maximum profitability is critical. \u201cEverybody is battling to get as many clicks as they can,\u201d he says. \u201cCPP rates are dropping and it\u2019s tough to maintain a competitive balance and still be profitable.\u201d The BEI Services program was a good fit because it met all of Weigle\u2019s key objectives for increased profitability. He was looking to reward performance and productivity while promoting accountability. He also wanted an existing solution so they didn\u2019t have to be tasked with creating one. \u201cRight now we\u2019re operating at some of the best response times we ever have,\u201d he says. \u201cBEI has heavily impacted our productivity. Techs want to do as many calls as they can because they want those clicks in their bank. They want to do the complete call because they want their first call efficiency high so their bonus is higher and they aren\u2019t getting deductions taken out.\u201d Weigle is pleased with BEI\u2019s reporting features too. He cites the help desk for increasing productivity, and the parts usage report for improving inventory control. He also likes the fact that he can compare his stats against other dealers around the country and to see how devices are functioning globally. They use the tech packets as a teaching tool. \u201cIt\u2019s neat to be able to sit with a tech and look at their BEI summary,\u201d he says. \u201cIt shows me where a tech may have a deficiency or a model where they may have a deficiency. It could show something that they are actually very good at that they can help other people with. It\u2019s taken a lot of the guess work out.\u201d Their customers are noticing too. Weigle says that one of the things they hear a lot is, \u201cHow did you get here so fast? I literally just hung the phone up!\u201d \u201cThat is happening daily because our response times are so good,\u201d he says. Weigle […]<\/p>\n","protected":false},"author":127,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[82,2195],"tags":[2573,2640],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/17833"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/127"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=17833"}],"version-history":[{"count":5,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/17833\/revisions"}],"predecessor-version":[{"id":17837,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/17833\/revisions\/17837"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=17833"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=17833"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=17833"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Ken](\"http:\/\/www.enxmag.com\/twii\/wp-content\/uploads\/2016\/05\/Ken-Weigle-and-Jeremy-Godfrey-1-300x300.jpg\")
\nRecognizing the effort of all employees is clearly important to Quality management and ownership. They\u2019ve implemented a program called #randomactsofgreatness where peers recognize each other for outstanding work. Honored individuals are rewarded with anything from a gift card to a weekend trip. They also hold a monthly breakfast where they draw names out of a hat from all the different divisions and departments, including ownership. The idea is to say thank you for all the great ideas that they never hear about or get to know about. At Quality Digital Office Technology, it isn\u2019t just the customers who are surrounded by quality.<\/p>\n
\nYork, Pennsylvania
\nOwner or President\u2019s name: Jeff Poet, Founder\/Majority Partner; Minority Managing Partners \u2013 Bill Wurster, Cindy Workinger
\nDirector of Service Name: Ken Weigle
\nNumber of Techs: 11
\nNumber of Devices Serviced: 4500<\/p>\n
\nFirst Call Effectiveness: High 50s to low 60s
\nHold for Parts Rate: 10-12%
\nRanking: 10th overall of the 175 dealers<\/p>\n","protected":false},"excerpt":{"rendered":"