Exclusive: Kiessling on Heidelberg's Dedicated Services

PI: Does moving into these new services require your consultants, analysts and salespeople to possess new skill sets? How are you developing that expertise within your own company in terms of providing those additional services?

Kiessling: That's a very good question and one of the key issues I am focusing on, which is developing the right skill sets. We want to be the best partner of our customers. To do that, we have to understand their businesses better than anybody else in the industry. In that sense, it's important that every one of us, and specifically Heidelberg employees handling customer contact—be it a service technician, an applications specialist, a salesperson, or back office people working in the service area—has to have a basic understanding of how a print shop works.