RR Donnelley -- Giant Transformation

"We're going to change the model for customer service in our industry, with additions such as ongoing customer scorecards—shared and developed with clients—and centralized premedia digital processing locations," he declares. "We opened our first one for the mid-range magazine and catalog business in Pontiac, IL, in April of 2002, and it's been an extreme success. It has allowed customers to process their work easier.