QUESTIONNAIRE FOR INFORMATION & MANAGEMENT SUPPORT STAFF MANAGEMENT BY OBJECTIVE ON "OL IMAGE ENHANCEMENT."

• Document Type: CREST
• Collection: General CIA Records
• Document Number (FOIA) /ESDN (CREST): CIA-RDP90-00379R000100150001-8
• Release Decision: RIPPUB
• Original Classification: S
• Document Page Count: 69
• Document Creation Date: December 23, 2016
• Document Release Date: August 24, 2012
• Sequence Number: 1
• Publication Date: July 9, 1985
• Content Type: MEMO

Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
9 July 1985
Chief, Data Administration Service
Information & Management Support Staff, OL
P ans, Programs and System Staff
Printing and Photography Division, OL
Questionnaire for Information & Management
Support Staff Management By Objective on
" OL Image Enhancement. "
REFERENCE: Memo from C/IMSS, dtd 4/22/85, Subj:
Reassignment of Directorate-level Objectives
1. Attached you will find a consolidated response from
Office of Logistics, Printing and Photography Division's
(OL/P&PD) Managers who filled out the questionnaire individually.
Also, enclosed is a copy of the Customer Survey conducted by
OL/P&PD, with results included.
2. If you have any questions regarding any of this
information please contact me on
Attachments:
A. Reference (OL 4066-85)
B. Questionnaire
C. P&PD Customer Survey (OL 11085-84)
25X1 UNCLASSIFIED WIIFN DETACHED FROM
SECRET ATTACIID~ENT
S~F2'I2ET
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
STUDY OF OL's SERVICE ENVIRONMENT AND WAYS TO ENHANCE OL's IMAGE
The Director of Logistics has asked IMSS to undertake a
directorate-level objective to enhance OL's image as a
service organization. The following questions serve as
a point of departure to help us determine how OL can
improve its services/support....or better acquaint other
components with our role in the Agency. Feel free to
tailor the questions to your component or expand them as
you think best contributes to this effort. Please add
continuation sheets as needed.
1. In your component, what activities/products/services act as
"image creators" for you and OL?
Planning Staff/Printing
. Planning Staff/Photography
. Design ~ Presentation Center (D$PC)
? ETECS (GJ-56)
e? Bindery ~ Reprographics Center (B~RC)
? Systems Staff
? Publications (recruiting Brochures, CBJB, NID, PDB, NIE's)
Photographic Products (prints, microfiche, slides, video replication, MP`I'V, etc.)
Visual Aids (slides, vugraphs, charts, posters)
Still Photography
SECRET (when filled in)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
SECRET (when filled i ,
QUESTIONS FOR OL DIVISIONS/STAFFS (page 2)
2. What do you think are your customers' perceptions of your component's
services and image in each of the above areas? Key your answer to
the appropriate letter in Question 1.
a. Sometimes unreliable in meeting due dates
b. Generally good
c. Unreliable, non-responsive
d ? Good
e ? Good
f ? Good
g? Excellent
h. Good
i. Good
j. Poor Turnaround Time
3. In which areas could your component project a better image or provide
a better service? How? (Key your answer to the appropriate letter
in Question 1.)
- j. Better response
Planners and schedulers throughout the Division (including D~PC) do
not have sufficient data available to accurately forecast ability
to meet customer needs. With a good plant loading module in the
MIS, P~PD's capabilities would be better known to planners and
realistic due dates established for the completion of jobs. This
would allow better response time due to better planning.
SECRET when filled ire}
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
SECRET (when filled ~ 1
QUESTIONS FOR OL DIVISIONS/STAFFS (page 3)
4. What additional services/support could your component add to improve
customer relations and enhance OL's image? Please indicate priority.
Achievable with present resources
a? Seminars
Conferences with selected groups of customers
(P~,PD is doing the best job possible in supporting customer needs (which
is an image making service) with existing resources.)
Achievable with additional resources (s ecify resources)
a? Reduction of backlogged unclassified work with additional positions.
' b? Centralized television post-production facility (equipment ~ positions)
SECRET (when filled in)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
SECRET (when filled i
QUESTIONS FOR OL DIVISIONS/STAFFS (page 4)
5. What other factors do you think influence OL's image? How can they
be changed to enhance OL's image?
a. General Business Conduct - Improve via training
b. Professional Dress Code - Improve via awareness
~ c. Lack of sensitivity to quality of work - Improve via awareness
~ d. General perception that OL standards for employment are lower than other
component standards. Raise standards or perception of standards.
e. OL's grade structure vs. other DDA components. Super grades are rare in OL.
Compare to OS, OC, OP, OIT for example. PMCD clobbers OL.
f f. Performance is a key factor to OL's image. Good performance enhances image.
Poor performance detracts - Stress good performance.
6. How can we best communicate to others in the Agency the scope and
importance of OL's services/support?
a? Advertise through posters, slide shows, briefings, seminars etc.
We can't turn 40 years of "grunting" around overnight. Away has to be
found to impress new Agency EOD's. We ought to request a couple of hours
for presentations to employees (Agency-wide) upon their first few days in the
Agency. To attempt a turnaround at the "old timers" level rather than at
the EOD level is probably useless.
Otherwise, P$PD's option, with approvals, would be to carry an imprimatur
of sorts on every printed publication, training film, photographic
product, etc.
SECRET (when filled in)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
SECRET (when filled i
QUESTIONS FOR OL DIVISIONS/STAFFS (page 5)
7. What public relations tools could you suggest to enhance OL's image
(e.g., employee bulletins, posters, brochures, video presentations,
briefings)?
a? Briefings, tours, seminars at all levels that are professional and
interesting.
8. If we were to conduct a voluntary random survey of the perceptions of
OL within the Agency, who would you recommend be queried and with
what specific questions?
a? All IG's who have statistical data on OL's performance to determine exactly
what the perceptions are.
b. All major users of OL resources.
c. In P$PD this would be editors, analysts, senior managers of
organizations such as OCPAS, NIC, PDB Staff, NPIC, FBIS, DDO
SECRET (when filled in)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
. SECRET (when filled i
QUESTIONS FOR OL DIVISIONS/STAFFS (page 6)
9. Has your component conducted a customer survey within the past two
years? Yes If "yes," please make copies of the survey and
results available to IMSS. (Elaborate, if desired, on any changes
made as a result of the survey or any changes suggested but not
implemented.)
10. What other suggestions do you have for enhancing OL's image that are
not specifically addressed in these questions?
a? Too often OL is its own worst critic. This may be a result of low self-esteem
of many employees. Recognition for jobs well done are apparently scarce.
In PF~PD for example, medals upon retirement have been nearly non-existent.
QSI's are rare. Despite numerous additional projects and responsibilities
the grade structure for managers have been unchanged over the years.
The correction of all, or some at least, of these conditions would raise
the level of employee esteem and would motivate them to further
excellence.
SECRET (when filled in)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
~G"1
~.
24 May 1984
btENIORANDUM FOR: Director of Logistics
1. The purpose of this memorandum is to forward the final report of
findings and recommendations concerning responses to t}ie P~,PD/OL Customer
Survey Questionnaire, published in August 1983. The customer responses
were input to a statistical database by t'~e Psychological Services Division,
Office of Medical Services (PSD/Ob1S). This action materially assisted us in
focusing on substantive issues identified by respondents.
2. The major finding of the Report is that the Division is perceived
as being responsive to customer needs, both in terms of quality and timeli-
ness. The following table from Question l0 of the attached Report supports
t}iis statement:
REPLIES
POOR
FAIR
GOOD
EXCELLENT
TOTAL REPLIES
Responsiveness
2
18
93
65
180
Quality of Product
5
10
87
74
177
Professional Assistance
1
13
83
68
173
Initiative/Voluntary
Helpfulness
1
31
78
53
174
Courtesy
0
12
74
87
178
Concern for Customers'
Needs
1
18
90
65
177
3. We intend to followup with those Offices who chose Poor/Fair categories.
In the-majority of cases, a respondent rated all categories consistently negative.
We also intend to conduct random product surveys by attaching a self-addressed
questionnaire to finished jobs.
4. A second major finding was that our customers would like more infor-
mation concerning services available .from PF,PD/OL. A brochure outlining
products and services will be published in June.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
STAT
STAT
Printing $ Photography Division, Office of Logistics (P~,PD/OL) Customer
Survey Questionnaire
S. Finally, a significant concern identified in the Report by some
respondents is the lack of credible information concerning job status
(see Question 18 in the Attachment). We have already instituted a man-
datory requirement that PF,PD planners inform customers when requested
due dates will not be met. We also propose to permit, at least our major
customers, access to the job tracking module of the new MIS system.
6. I would be pleased to discuss the attached Report further at your
convenience.
Attacl~rient
Survey Questionnaire
Distribution:
Orig - Addressee
1 - OL Registry
1 - OL/P$PD Official
1 - OL rono
~~ OL/P~PD/PP~
OL/P~,PD
~24MAY84)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Report on the Results
of the
P&PD Customer Survey Questionnaire
STAT
PP&SS/P&PD OL
March 1984
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Executive Summary
Results of the P&PD Customer Survey Questionnaire
1. Background
The P&PD Customer Survey Questionnaire was an outgrowth of
the Division's Quality Circles (QC) Pilot Program and represented
the first time that P&PD had ever conducted an Agency-wide
survey. Considerable time and thought went into the questions
and response choices. The questionnaire distribution was
directed to all "Division " level addressees as defined in the
1983 Agency Telephone Book, and other easily identified P&PD
customers not of "Division " organizational identification. A
total of 192 responses were received from the 864 questionnaires
sent out, resulting in a 22$ response rate.
2. Results
Basically customers indicated a high degree of satisfaction
with P&PD products, services, and personnel. The following
summarizes the questionnaire results:
Products - Most printing and photography products were rated
excellent, with 91$ of survey responses falling in the Good-
Excellent range. Surprisingly, quality was rated more important
than timeliness. P&PD products are always packaged and received
in good condition.
Responsiveness - Customer perception of the Division's
responsiveness was very good, with 87.8$ reporting in the Good-
Excellent range.
Services - Division services are most often used on a weekly
basis. The most common method of contact is person-to-person.
Personnel - Overall concern for customer's needs is very good,
and personnel were seen as courteous and helpful. Initiative was
somewhat lacking in comparison to other categories, with 75.3$ of
responses falling in the Good-Excellent range.
Forms - All P&PD forms were considered easy to~fill out, although
there were some indications that Form 70 and 70C required P&PD
assistance because the customers did not understand the required
technical information.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Job Status - A small sample (15 of 131} of P&FD's customers have
problems in checking the status of their jobs. Some of the
complaints cited were:
. The computer is frequently down.
. Phone calls are not returned.
. The MIS status information is not accurate.
. P&PD needs more Planners.
. Shift changes resulted in problems.
Requirements Not Being Supported - Some of the customer-stated
needs of concern are:
. Motion Picture/TV - ability to change videotapes to a
different format; replication of foreign standard
videotapes; and improved video presentation materials.
. ETECS - Increased support for. customers from ETECS
personnel regarding formatting (textual readability, eye
appeal, layout and design).
. Bindery and Reprographic Center - Wire binding for map
books; and 24-hour color copying service.
. Graphics - Ability to enlarge graphics on mylar-type
material; more imaginative graphics design unit to
provide quicker, more in-depth attention to individual
design requests; and artistic support service as part of
the planning function in the main plant.
Long Range Plans - Based on the fact that P&PD production
requirements increased approximately 8-10$ in FY-1983, and the
fact that approximately 30$ of the respondents indicated some
degree of projected increase in printing and photography
requirements in the future, it can be realistically assumed that
workloads will continue to escalate. However, answers to the
survey question did not disclose any potential large new
requirements with the exception of NPIC, which may have a need
for photographic prints from 800,000 negatives.
Handbook - The survey indicated an overwhelming desire for a
handbook of products and services.
3. Conclusions
The P&PD Customer Survey has provided a much-needed insight to
Division operations as seen by a critical eye - - - P&PD
customers. While the Division can take satisfaction from most of
the survey responses, there are nevertheless some areas that need
attention to make P&PD a top-rate service organization in the
ey s of all customers. Division managers and supervisors will
be~asked to set the example. Complete customer satisfaction is
P&PD's goal. Action plans are being developed to resolve
identifiable problem areas. Where possible, customers will be
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
contacted to further discuss questionnaire responses concerning
poor support. Follow-up mini-surveys will be occassionally
inserted into publications. And finally, but most importantly, a
handbook of products and services directed to the non-
professional printing and photography customer will be produced.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
1. n~~r~,cse
The purpose of this report is to summarize the results of the
Printing and Photography Division's (P&PD) Customer Survey
Questionnaire (CSQ), to identify problem areas, and to recommend
corrective action wherever applicable. For the purpose of
simplicity, this report will attempt to present the analysis
results, as much as possible, in narrative form. However,
because most of the analysis is based on the computerized
statistical printouts as processed by the Research Branch,
Psychological Services Division, OMS (RB/PSD/OMS), it is
inevitable that a certain amount of reference to numerical
statistics will be necessary.
2. Background
The idea of an Agency-wide survey of P&PD customers grew out
of a suggestion of one of the Quality Circle (QC) Facilitators
during a P&PD QC Steering Committee meeting. A lot of thought
and effort went into the content of the questionnaire,
particularly in the wording of the questions and the inclusion of
all facets of P&PD products and services. Nevertheless, in
retrospect, there are things that probably could have been done
better/easier/simplier. The distribution of surveys was
accomplished by keying on the word "Division " in the
Organizational Directory of the Agency's Telephone Book.
Anywhere "Division " occurred, a brief explanatory memo and at
least five (5) individual survey forms were sent to the Division
address. In addition, several P&PD customers without the
" Division " designation were also asked to participate in the
survey. A total of 192 survey responses were received from the
864 individual surveys mailed out. This is a response rate of
22$.
3. Format
This report will address total responses on a question-by-
question basis with comments and recommendations as applicable.
Individual Directorate responses will only be addressed when
related to specific problem areas. Attachment A provides a
question-by-question breakdown by respondent.
It has been arbitrarily decided that negative-tXpe responses
totaling 10$ or less of the responding population will be
considered acceptable, and not require further investigation as
to the customer's reasons for their choice of response; except in
those cases where a narrative comment is provided.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
4. Findings
Question 1: Do you utilize P&PD's Planning and Scheduling units
(Printing, Rm. 154...Photography, Rm. G-65) for
submitting a job for production?
Response: Yes - 112 (59.9$)
No - 75 (40.'1$)
Total Replies - 187
Missing Replies - 5
Comment: There is no clear explanation as to why 40$ of P&PD's
customers do not use this service. Many, whose work tends to
be repetitive, such as Office of Personnel (mostly forms) and
some photography customers, rely upon the Agency's mail and
courier services to get jobs to and from P&PD, and never need
to touch base with Planning and Scheduling because the
requirements remain constant. However, both Planning and
.Scheduling units see every job that comes into the Division
except those jobs going directly to B&RC, COM Center, and
D&PC.
Recommendation: With the exception of an explanation of this
P&PD service in a proposed handbook, no further action is
recommended.
Question 2: If you answered "Yes " above, does P&PD's Planning
and Scheduling functions provide advice and
guidance?
Response: Never - 1 (0.9$)
Seldom - 7 (6.2$)
Sometimes - 30 (26.5$)
Frequently - 41 (36.3$)
Always - 34 (30.1$)
Total Replies - 113
Missing Replies - 79
Comment: The OP was the sole respondent to the NEVER choice.
The SELDOM choice was selected by respondents from DDI-BONA,
-OGI and -OSWR; DDA-ODP, and -OMB; and DDS&T-NPIC. These
respondents total only 8 out of 113, or 7.1$.
Recommendation: No further action necessary.
Question 3: Are P&PD personnel courteous and helpful?
Response: Never - 0 (0$)
Seldom - 0 (0$)
Sometimes - 7 (4.2$)
Frequently - 67 (40.1$)
Always - 93 (55.7$)
Total Replies - 167
Missing Replies - 25
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Comment: With 95.8$ responding favorably, there is little more
to be said re this question.
Recommendation: The SOMETIMES response falls well within the
acceptable limits of 10$, thus requires no further action.
However, since P&PD is a service organization, management
will constantly stress the need for all employees to be
service-oriented at all times to all customers.
Question 4: Is there any type of printing, photographic,
copying, or graphics support that P&PD does not
currently provide that you or your component would
like to have provided?
Response: Yes - 19 (10.7$)
No - 158 (89.3$)
Total Replies - 177
Missing Replies - 15
Comment: Overall, response to this question appears to be a
strong endorsement of the customer support that P&PD is
currently offering. In fact, the 19 respondents (10.7$) just
barely exceeds the 10$ factor for further action. Those
responses are treated in Question 5.
Recommendation: See Question 5.
Question 5: If you answered "Yes" above, what are your
projected annual requirements for the support
specified above?
Response: This question is an adjunct to Question 4 above. As
stated, there were 19 affirmative responses. The complete
response, identified by Office and Directorate, is covered on
pages 3-5 of Attachment A. A summary of responses is as
follows:
a. Video concerns - 5
b. Design and graphics services - 3
c. Color xeroxing - 2
d. Lack of knowledge of overall P&PD support/
service - 1
e. Graphics enhancements (enlarging, large
size copying) - 1
f. Increased customer support for ETECS
planning and formatting - 2
g. Automated page makeup - 1
h. Wire binding for map books - 1
i. B&RC bi-weekly support - 1
j. Remotely sensed image color rectification
and mosaic ability - 1
k. Speciality forms, certificates requirements - 2
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Comment: It is interesting that video concerns outnumbered all
others (5 of 19) This function falls under t!le Motion
Picture/TV Center (r1P/TVC), Photography Branch, and is the
iastast growing support requirement conFronting P&PD,
particularly since assuming total responsibilty for the
Headquarters Auditorium and Room 1A07, Hqs. The other areas
mentioned by the respondents may, in some cases, just be a
lack of knowledge of P&PD capabilities.
Recommendation: Video concerns are well known and the Division
is directing resources towards this type of requirement.
Other areas need to be addressed through better
communications to customers of P&PD services/support; ie, a
handbook/notice of P&PD products and services.
Question 6: Are the services that are offered by P&PD completed
? in a timely manner so that you can meet your
requirements?
Response: Never - 0 (0$)
Seldom - 0 (0$)
Sometimes - 27 (14.8$)
Frequently - 83 (45.6$)
Always - 72 (39..6$)
Total Replies - 182
Missing Replies - 10
Comment: The SOMETIMES response was cited by 27 customers, 13 of
whom were in the DDI. This is a 14.8$ response rate compared
to a combined rate of 85.2$ for FREQUENTLY and ALWAYS (83 and
72 respectively). This response is not necessarily negative,
but it does indicate that there have been times when complete
customer satisfaction was not achieved, particularly by DDI
customers. The source of dissatisfaction may be as simple as
a missed duedate by P&PD, or because of constantly changing
DDI priorities. Division management will look at this
situation more closely to determine further action. It
should also be considered that missed duedates are a way of
life in this business, particularly since P&PD has'only so
many resources to cope with vastly fluctuating Agency
requirements over which the Division has little or no
control.
Recommendation: That P&PD management and production branches
continue to strive to meet every due date, but nevertheless
recognize that total perfection is not always attainable in a
dynamic service environment. Division personnel will inform
customers when it is known that a deadline/due date is going
to be missed by 24 or more hours. With the implementation of
the new MIS, selected customers will have direct query
capability which should be helpful in resolving potential
problem areas.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Resror.~e: ?ot
~n~licable
Fovr
Fair
Good
Excellent
T'otal
Replies
Missing
Replies
1'Rlrtl'IfJG
CoTnl~osition/typesetting
41
0
5
38
63
147
45
Printing
25
0
4
52
79
160
32
Bindery (lied product
finishing operations)
36
1
1
41
70
149
43
Copying and Binding
(GJ-56IIgs.)
36
1
8
55
52
152
40
YI K71'UGRA!'I iY
Color Processing
33
2
10
45
52
142
50
Black F, White Processing
35
4
9
41
52
141
52
Motion Pictures
85
0
1
6
9
101
91
Teleprvduction (Videotaping)
84
0
1
8
11
104
88
Video Replication
80
0
3
8
13
104
88
Multi-media Shows
86
0
1
7
6
100
92
Microfilming
80
0
3
20
5
108
84
CUhf (Computer Output
hficrofilm)
85
0
3
9
9
106
86
Gral~l~ics >`~ 1)esig-i, including
Computer Grapl-ics
51
0
3
32
35
121
71
Comment: The first comment is that this question is a good
example of how we might have done things differently. For
example, the NOT APPLICABLE category serves no useful purpose
as a response choice, but because so many respondents chose
this answer it detracts from the significance of the TOTAL
REPLIES (particularly in the MP/TVC responsibilities). The
result is a smaller responding population upon which to base
a meaningful analysis. However, in the areas of Color
Processing and Black and White Processing, there were POOR
responses of approximately 1.5$ and 3.0$ respectively. These
same components also registered the highest FAIR responses,
10 (7.0$) and 9 (6.4$). In addition, the Copying and Binding
component also received 8 of 152 (5.3$) FAIR responses and 1
(0.6$) POOR response. These areas should be studied further
to determine the source of dissatisfaction and take
corrective action.
Recommendation: That respondents referenced immediately above be
contacted to further discuss the reasons for their response,
and to provide insight to P&PD management for corrective
action to improve the customer's satisfaction with P&PD
products.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Question 7: ~.~LD ~z-_s t::e fcilc;wing three definiticr_s in
,, handling customer requirements:
Deadline: Top Priority. Absolutely must be completed by the
time and date requested. Usually an overnight or
' next day priority.
Specified Date: Must be completed by the date requested.
-Routine: Will try to meet the requested date if possible.
Job will be worked on a "time available " basis.
(a)
Given these definitions, what percent of your work falls
into these categories?
Response:
$ of Work
Deadline
Responses
Specified
Date
Responses
Routine
Responses
0-25
68
(60.9_$)
42
(27.0$)
66
(50.75)
26-50
14
(12.6$)
33
(21.0$)
22
(16.9$)
51-75
10
(9.0$)
20
(12.7$).
18
(13.8$)
76-100
20
(17.9$)
61
(39.1$)
24
(18.5$)
Totals
112
(100.4$)
156
(99.8$)
130
(99.9$)
Missing
80
36
62
Comment:
The most significant figures in the above statistical
summary show that:
(a)
Most customers, 68 or 60.9$, have up to 25$ of
their work fall into the Deadline category; but
only 20 (17.9$) customers have between 76-100$ of
their work in the same category.
(b)
In the Specified Date category, the trend reverses
in that 61, or 39.1$, respondents have most (76-
100$) of their work due by a specific date; while
42, or 27.0$, have up to 25$ of their work in this
category.
(c) Most respondents, 66 or 50.7$, have up to 25$ of
their work fall into the Routine category; with
the remaining respondents, 64 or 49.2$, are pretty
evenly distributed throughout the remaining
distribution of percentages.
Recommendation: The statistics provide an interesting picture of
the distribution of work load requirements related to duedate
requirements, and should be used to provide P&PD with
additional insight for planning purposes.
Question 8: Are the products being produced by P&PD of
acceptable quality? (Please circle your choice next
to each product as applicable.)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Question 9:
F:o;a often do you use P&PD services?
Response:
Daily
28
(15.2$)
Weekly
52
(28.3$)
Monthly
35
(19.0$)
Quarterly
32
(17.40)
Semi-annually
6
(3.3$)
Other
26
(14.1$)
Total Replies
184
Missing Replies
8
Comment: The statistics are self-explanatory. Of 184
respondents, 80 (43.5$) use P&PD daily or weekly; another 35
(19.0$) use P&PD monthly;. and another 32 (17.4$) use P&PD at
least quarterly. Overall, 147 (79.9$) use the Division's
services in the daily to quarterly categories.
Question 10: Overall, what is your impression of P&PD support in
terms of: (Please indicate your choice next to each
category)
Response:
Not
Total Missing
Applicable Poor Fair Good Excellent Replies Replies
Responsiveness (timeliness)
2
2
18
93
65
180
12
duality of Product
1
5
10
87
74
177
15
Professional Assistance
8
1
13
83
68
173
19
Initiative/Voluntary Helpfulness
11
1
31
78
53
174
18
Courtesy
5
0
12
74
87
178
14
Concern for Customer's Needs
3
1
18
90
65
177
15
Comment: There are some very impressive statistics in the GOOD
and EXCELLENT categories, and the Division should be quite
proud of these customer opinions. In every category except
Initiative/Voluntary Helpfulness, the positive responses
(GOOD or Excellent) f,ar outweighed any critical response.
However, in an effort to provide the best possible service,
the respondents choosing FAIR will be contacted to determine
the basis of their choice. It may be a case of a simple one-
time occurrence which has biased the objectivity of the
response; or it may be symptomatic of a deeper problem.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Recommendation: That every effort be made to communicate with
the respondent, determine the basis of the response, and take
corrective action to provide a level of employee service
commensurate with customer expectations. In this respect,
P&PD management will define what is expected; and P&PD
managers and supervisors will be accountable for proper
employee dealings with customers and intervene in any issues
to satisfactorily resolve problems.
Question 11: Form 70 is the basic requisition used to obtain
P&PD services. There are four versions of this
form, plus Form 3487 for COM (Computer Output
Microfilm) services.
Form
70
P&PD
Printing Requisition
Form
70B
P&PD
Cartography Requestion
Form
70C
P&PD
Photography Requisition
Form
70D
Bindery and Reprographic Center,
(GJ-56 Hqs.)
Form 3487 COM Requisition
(a) Which form(s) do you use? (Circle) 70 70B 70C 70D 3487
(b) Is it easy to fill out?
Yes
NO
Total
Replies
Missing
Replies
Form
70
107
(94.4$)
6
(5.3$)
113
79
Form
70B
30
(90.9$)
2
(6.1$)
33
159
Form
70C
83
(95.58)
4
(4.5$)
89
103
Form
70D
50
(89.3$)
5
(8.9$)
56
136
Form
3487
12
(66.7$)
5
(27.8$)
18
174
(c) What, if anyttring, don't you understand on the form?
(Please specify)
Comments: Verbatim examples of respondent's comments are on
pages 13-14 of Attachment A. Basically the problems center
around the form being too complex and technical to fill out
without P&PD assistance, and customers not understanding the
terminology of the printing or photo services.
Recommendation: This question again surfaces the need for
improved P&PD/customer communications. A handbook would fill
some of this void, and employee initiative to educate and/or
assist customers would also improve this problem area. Form
70C has recently been redesigned and is currently undergoing
a customer test. Other P&PD forms will be reviewed to
determine if they are up-to-date re reproduction processes,
procedures, equipment capabilities, and customer convenience
re filling out the form.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Question 12: What do you think can be done to enhance thr~ug.".put
time?
Response: There were only 28 individual responses to this
question. They are contained on pages 15-20 of Attachment A.
Comment: The primary response concerned lack of P&PD
notification to customers re duedates that were going to be
missed. One response stated that a longer throughput time
that could realistically be met is more acceptable than a
promised quick turn-around that can't be met. Several
responses suggested better planning by the customer. Better
understanding of the customer's desires by P&PD planners was
also suggested. More personnel was a popular response.
There were several responses suggesting improved processing
and procedures in the following areas: autofiche, video
editing, color photography, dylux preparation, quality
control of covers, fewer ETECS correction cycles, courier
services, return of material to customers. Finally, one
customer did remark about having to go to different P&PD
components for different requirements instead of a
centralized job control location.
Recommendation: That P&PD management stress the need for
responsible Division personnel to inform customers of obvious
deadline problems and negotiate acceptable rescheduling. The
Division needs to take a look at the planning, scheduling,
and estimating functions in order to facilitate more
acceptable customer relations. In the near future, some
selected customers will have direct MIS query access re job
schedules and status, and this will no doubt be mutually
beneficial. Other responses mentioned areas in which the
Division is constantly looking at methods and ways of
improving production.
Question 13: Are your jobs packaged and received in good
condition?
Response:
Never
0
Seldom
0
Sometimes
5
(3.1$)
Frequently
45
(28.1$)
Always
110
(68.8$)
Total Replies
Missing Replies
160
NA
Comment: There is little to be said re this question; 96.9$ of
the responses indicated satisfactory service.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Question 14:
If you are a cus~omer wt~o uses maiiiny llscs, are
they kept current by P&PD?
Response:
Never
21
(61.8)
Seldom
1
(2.9~)
Sometimes
1
(2.9$)
Frequently
4
(11.8$)
Always
7
(20.6$)
Total Replies 34
Missing Replies 158
Comment: With such a high negative response, this question would
appear to warrant further investigation. However, it appears
that a significant number interpreted the question as to
whether they maintain their own lists.
Recommendation: None.
Question 15: Are you aware of the four-times-a-day "Gray Box "
service between the Main Printing Plant and the
Bindery and Reprographic Center (GJ-56 Hqs.)?
Response: Yes 57 (32.8$)
No 117 (67.2$)
Total Replies 174
Missing Replies 18
Comment: In retrospect this question probably serves no useful
purpose. The "Gray Box " is a P&PD-internal delivery
system, basically for the purpose of sending jobs between
Headquarters and the Printing and Photography Building. It
is supported by the Mail and Courier Branch (M&CB), LSD for
the convenience of P&PD work. It is not intended to~be in
competition with the M&CB.
Recommendation: None.
Question 16: If you answered "Yes" above, how often do you use
this service?
Response: Seldom 14 (25.9$)
Sometimes 12 (22.2$)
Frequently 18 (33.3$)
Always 10 (18.5$)
Total Replies 54
Missing Replies 138
Comment: See Comments to Question 15 above.
Recommendation: Same as Question 15 above.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
QL1eStlOn 17: is your COntaC~ wl i.:7 ~ &rD uSilal%"L7 1:1 N2iS0:1, Via
phone, or via mail?
Response: Person 62 (38.5$)
Phone 53 (32.9$)
Mail 46 (28.6$)
Total Replies 161
Missing Replies 31
Comment: What is significant is that nearly 40$ of P&PD's
customers have personal contact with Division personnel,
while a slightly smaller percentage have telephone contact
with P&PD personnel. The type of service the customer
receives can leave a lasting impression of P&PD personnel and
capabilities. Based on the customer responses to survey
question number 3 on courtesy and helpfulness, which .showed a
combined positive response rate of 95.8$, there appears to be
no problem in the area of customer impressions of P~PD
personnel.
Recommendation: That employees constantly strive to put their
best effort forward, and that P&PD management and supervision
provide the necessary leadership, example, and motivation to
promote a first-class service organization.
Question 18: Do you have?any problems in checking the status of
your jobs in P&PD?
Response: No 165 (91.2$)
Yes 16 (8.8$)
Total Replies 181
Missing Replies ~11
Comment:? Although there were 16 respondents indicating some
problems with checking the status of their jobs, there were
18 individual replies addressing the issue. They are all
stated verbatim on pages 21-24 of Attachment A. Basically,
the comments fall into the following areas: the "MIS is
down " excuse; phone calls are not returned; wrong or unknown
due dates; and nobody in P&PD knows the status.
Recommendation: The current MIS has been a problem. The new MIS
will have increased capability which will allow all planners
to track or locate a job anywhere in P&PD. An additional
capability will allow major customers to also query the MIS
for production tracking information. This enhancement should
alleviate the complaints re duedate changes and delays,
provide both P&PD and major customers with improved status
information, and reduce or eliminate the problems re returned
phone calls.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Question '9: Are your jobs disseminated cer ir.s`ructions?
Response:
Never
1
(0.6$)
Seldom
0
Sometimes
3
(1.9$)
Frequently
57
(35.8$)
Always
98
(61.6$)
Total Replies 159
Missing Replies 33
Comment: Basically, P&PD received good marks on this question.
Only 2.5$ responded negatively (NEVER or SOMETIMES). Since
this is well within the 10$ acceptability margin, no further
action is required.
Question 20: Which is more important to you, Timeliness or
Quality?
Response: Timeliness 47 (31.1$)
Quality 104 (68.9$)
Total Replies 151
Missing Replies 4I
Comment: This was an interesting question, with an even more
interesting response. In fact, the response favoring QUALITY
by more than a 2:1 ratio was most surprising, particularly in
view of the seemingly endless customer queries re job status
and due dates. However, it does provide an interesting
insight to the requirements levied upon the Division, and
reinf orces the need for proper training of personnel,
employee responsibilities for quality products, and adequate
equipment to respond accordingly.
Recommendation: See next question
Question 21:
Recognizing that short deadlines may inhibit top
quality, indicate your willingness to accept this
tradeoff. (Circle one)
Response:
Willing
45
(24.9$)
May Be Willing
101
(55.8$)
Not Willing
35
(19.3$)
Total Replies
181
Missing Replies
11
Comment: While approximately 70$ of the respondents to Question
20 stated that QUALITY was their primary concern, here we
find that 146, or 80.7$, indicate a willingness to possibly
compromise. The thought occurs that through tactful
discretion the Planners might help solve some of the problems
concerning missed duedates. For example, customers may not
realize that there may be alternatives to their concerns for
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
realize that there may be alternatives to t?leir concerns for
done," or, "I didn't know it could be done dir~er~~r.t1i."
The response to ;uestions 20 and 21 ;nay also ue
interpreted as being somewhat contradictory in that QUALITY
was such an overriding issue that inflexibility is implied;
yet, an even greater number of respondents indicated a
willingness to "negotiate" quality for meeting short
deadlines. It is therefore difficult to reach a conclusive
judgement.
Recommendation: This recommendation is intended for both
questions, and simply says that P&PD management and
supervision continue to stress the need for quality, as well
as timeliness.
Question 22: What are your long range plans/requirements for
printing and photography support?
(a) Increase... (Specify percent of increase
if possible) _$
(b) __ Decrease... (Specify percent of decrease
if posible) $
(c) Same as FY-82/83
(d) New Requirements...(Specify)
(e) Unknown
Response: (a) Increase - 55* (137 no response)
0-25$
of
increase
- 36
(80.1$)
26-50$
of
increase
- 7
(15.5$)
51-75$
of
increase
- 0
76-100$
of
increase
- 2
(4.4$)
(b)
Decrease
- 2* (192 no response)
0-25$
of
decrease
- 0
26-50$
of
decrease
- 1
(100$)
51-75~
of
decrease
- 0
76 - 100$ of decrease - 0
* Some respondents did not indicate
percent of increase/decrease.
(c) Same As FY-82/83 - 94 (98 no response)
(d) New Requirements - 17 (185 no response)
(e) Unknown - 31
Comment: There is not much to be discussed about these results,
as a more definite breakdown of the overall response to
Question 22 is contained in Question 23.
Recommendation: See Question 23
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Question 23:
If (a) (`') er (c) was checked above, please check
the categoy of work and circle the appropriate
response.
Response:
Composition/typesetting
Printing
Bindery Services
Copying (GJ-56)
Color Processing
Black ~ White Processing
Dtotion Picture
Teleproduction (Videotaping)
Video Replication
Ptulti-Media Production
microfilming
COM
Graphics F, Design Services
Other
Same as Missing
Increase Decrease 8Z-R3 Re lies Re lies
is ~-~-~~9
40 2 50 92 100
22 2 29 53 139
16 3 40 59 133
19 2 36 57 135
17 2 29 48 144
Z 1 6 9 183
4 0 7 11 181
10 0 8 18 174
2 0 3 5 187
6 0 9 15 177
3 0 8 11 181
23 0 24 47 145
4 0 4 8 184
Responses to (d) (New Requirements) are specified
verbatim on pages 26-28 in Attachment A. Responses range
from simple requirements such as printing names on QSI
certificates (OP/Info Div) and additional "PR" such as
posters, bulletins, slides for briefings (DDA/OP/BSD) to more
demanding requirements such as overnight bio's (OCR/ISG) and
up to 800,000 additional photo prints, 1 each from existing
neg (NPIC/RSD).
There were 31 responses to the final choice (e)
UNKNOWN .
Comment: The data above is pretty much self-explanatory. At
this point, further commentary would require additional
information from customers as to specific plans and/or
projections.
Recommendation: Significant customer projections/requirements
will be investigated by P&PD to ascertain their relevancy to
management and production plans.
Question 24: What type, if any, of computer graphics output
support do you require?
35mm slides
33
replies
159
no
replies
Vugraphs
54
replies
138
no
replies
16mm Movies
6
replies
186
no
replies
Color Prints
26
replies
166
no
replies
B&W Prints
17
replies
175
no
replies
Videotape
11
replies
181
no
replies
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
Comment: In all of the above categories, the DDA responses
totaled the highest number and percent of individual
responses than any of the other Directorates. This could
indicate that DDA is more aware of the P&PD resources
available, or it could indicate that throughout the DDA there
are more valid requirements and projects. Obviously, the
reader may see other indications from this data.
Recommendation: The responses certainly indicate an increased
awareness of the capabilities of computer graphics and the
intention of using this resource. All of which points to a
need for P&PD~to properly respond to indicated customer
projections.
Question 25: Would a handbook of basic products, sizes, and
costs be helpful in determining requests?
Response:
Yes - 129
No - 27
Don't Rnow - 23
Total Replies - 179
Missing Replies - 13
Comment: The figures speak for themselves.
Recommendation: That P&PD undertake this job. Obviously, since
the Division hasn't done anything like this before, it should
be well planned as to content, size, format, technical level,
ability to update easily, etc.
5. Summary Recommendations
1. To ensure that customers receive a copy of requisition
with promised duedate, and if a change occurs, that customer
receives an update.
2. All responses indicating poor quality products and support
will be thoroughly investigated (Q. 8 and 10).
3. To provide electronic access to the P&PD MIS for major
customers for job status checking (Q. 18).
4. P&PD will explore projected new requirements of customers
to ensure our capability to respond satisfactorily (Q. 23).
24) .
5. P&PD will create a Handbook of Products and Services (Q.
6. P&PD will periodically insert customer surveys into
selected publications.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
P&PD Customer Survey Questionnaire Results
(192 Questionnaires Submitted)
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
If (a)lb) or (c, ~ ., ,.
23
-... ~ .,.~
.':n~ ., c.
.. , fir. _ u,~ ... .:;s?:.
.
(a- ^ Composition/t~~pesetting
lncrease
Dec: ease
Same as ~~-~3
(b) ^ Printing
lncrease
De:rc.~se
Same as 3~-53
(c~ ^ Binder~~ services
Increase
Decrease
S~, me pis R?-~;
(d) ^ Copying (GJ-56)
Increase
Decrease
Same as 82-83
(e) ^ Color Processing
Increase
Decrease
Same as 82-83
(f) ^ Black & White Processing
Increase
Decrease
Same as 82-83
(g) ^ Motion Picture
Increase
Decrease
Same as 82-83
(h) ^ Teleproduction (Videotaping
Increase
Decrease
Same as 82-83
(i) ^ Video Replication
Increase
Decrease
Same as 82-83
(j) ^ Multi-Media Production
Increase
Decrease
Same as 82-83
(k) ^ Microfilming
Increase
Decrease
Same as 82-83
(1) ^ COM
Increase
Decrease
Same as 82-83
(m) ^ Graphics and Design Services
Increase
Decrease
Same as 82-83
(n) ^ Other
Increase
Decrease
Same as 82-83
24. What type, if any, of computer graphics output support do you require?
(Estimated Projected Annual Volume)
^ 35mm slides
^ Vugraphs
^ 16mm Movies
^ Color Prints .
^ Black & White Prints
^ Videotape
25. Would a handbook of basic products, sizes and costs be helpful in determining requests?
^ Yes
^ Don't Know
Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
~1.! ~~;n?~r ;t ~n~~I:~n~i a)!~ ~ 1!1 '_1!]i~C!'.;ia: _t:;1:I':'~!~..i1i 1t'~C~LC"`;i~':;,ll:tii
.~..
Fur::: R:;.:.:r'.:~
G.:i::i T......;: ....
Form Remarks
l2. What do you think can be done to enhance throughput time''
13. Are your jobs packaged and received in good condition'? (Circle One)
Never Seldom Sometimes Freouently Always
14. If you are a customer who uses mailing lists, are they kept current by P&PD? (Circle One)
Never Seldom Sometimes Frequently Always
15. Are you aware of the four-times-a-day "Gray Box" service between the Main Printing Plant and the
Bindery and Reprographics Center (GJ-56 Hqs.)?
^ Yes ^ ?No
16. If you answered "Yes" above, how often do you use this service? (Circle One)
Seldom Sometimes Frequently Always,
17. Is your contact with P&PD usuall in person,.via phone, or via mail? (Circle one)
18. Do you have any problems in checking the status of your jobs in P&PD?.
^ No
^ Yes (Please Specify)
19. Are your jobs disseminated per instructions? (Circle One)
Never Seldom Sometimes Frequently Always
20. Which is more important to you, Timeliness or Quality? (Circle One)
21. Recognizing that short deadlines may inhibit top quality, indicate your willingness to accept this
tradeoff. (Circle One)
Willing May Be Willing Not Willing
22. What are your long range plans/requirements for printing and photography support?
(a) ^ Increase .... (Specify percent of increase if possible)
(b) ^ Decrease .... (Specify percent of decrease if possible)
(c) ^ Same as FY-82/83
(d) ^ New Requirements .... (Specify)
(e) ^ Unknown
Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
.~
die ~ilC ~i r.. .~UI.~J: L:. _ 1~Vv u~.CV J` i`_~. _~ ,. .._ _.+
~~,;;~ : , ~ ._"_,_ ._,;,
.,; :our choice next to each
product .a uppiica~ie.i
vot Applicaable
'
Poor
Fair
Good
Excellent
Composition typesetting
.
Not Applicable
Poor
Fair
Good
Excellent
Printing
Bindery (Enu prcduct finishing operatiansj
Not ,~pplicahle
Peor
Fair
Good
Excellent
Copying and Binding (GJ-56 Hqs.)
Not Applicable
Poor
Fair
Good
Excellent
PHOTOGRAPHY
l
Not Applicable
Poor
Fair
Good
ent
Excel
Color Processing
Black & White Processing
Not Applicable
Poor
Fair
Good
Excellent
Not Applicable
Poor
Fair
Good
Excellent
Motion Pictures
Not Applicable
Poor
Fair
Good
Excellent
Teleproduction (Videotaping)
Video Replication
Not Applicable
Poor
Fair
Good
Excellent
Multi-media Shows
Not Applicable
Poor
Fair
Good
Excellent
Not Applicable
Poor
Fair
Good
Excellent
Microfilming
COM (Computer Output Microfilm)
Not Applicable
Poor
Fair
Good
Excellent
Graphics and Design, including Computer Graphics
Not Applicable
Poor
Fair
Good
Excellent
9. How often do you use P&PD services? (Check one)
Daily Semi-annually
Weekly Annually
Other (Please Explain)
hl
y
Mont
Quarterly
10. Overall, what is your impression of P&PD support in terms of: (Please indicate your choice next to each
category.)
Responsiveness (timelines)
Not Applicable
Poor
Fair
Good
d
Excellent
t
ll
E
Quality of Product
Not Applicable
Poor
Fair
Goo
d
en
xce
t
ll
E
Professional Assistance
Not Applicable
Poor
Fair
Goo
d
G
en
xce
llent
E
Initiative/Voluntary helpfulness
Not Applicable
Poor
Fair
oo
xce
t
ll
E
Courtesy
Not Applicable
Poor
Fair
Good
en
xce
ll
Concern for customer's needs
Not Applicable
Poor
Fair
Good
ent
Exce
11. Form 70 is the basic requisition used to obtain P&PD services. There are four versions of this form, plus
Form 3487 for COM (Computer Output Microfilm) services.
Form 70 P&PD Printing Requisition
Form 70B P&PD Cartography Requisition
Form.70C P&PD Photographic Requisition
Form 70D Bindery and Reprographics Center (GJ-56 Hqs.)
Form 3487 COM Requisition
(a) Which form(s) do you use? (Circle) 70 70B 70C 70D 3487
(b) Is it easy to fill out'' Yes No
Form 70
Form 70B
Form 70C
Form 70D
Form 3487
Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
OFFICE DIViSIOv
Please explain your job relationship to P&r"G (i.e., Publications Coordinator, Designer, TV' Production, Etc.1
I. Do you utilize P&PD's Planning and Scheduling units (Printing, Rm. 153 .... Photography, Rrn. G-6~1
for submitting a job for production?
Yes
2. If you answered "Yes" above, does P&PD's Planning and Scheduling functions provide advice and
guidance? (Circle one)
Never Seldom Sometimes Frequently Always
3. Are P&PD personnel courteous and helpful? (Circle one)
Never Seldom Sometimes Frequently Always
4. Is there any type of printing, photographic, copying, or graphics support that P&PD does not currently
provide that you or your component would like to have provided?
Yes (Specify)
^ No
5. If you answered "Yes" above, what are your projected annual requirements for the support specified
above?
6. Are the services that are offered by P&PD completed in a timely manner so that you can meet
your requirements? (Circle one)
Never Seldom Sometimes Frequently Always
7. P&PD uses the following three definitions in handling customer requirements:
DEADLINE: Top Priority. Absolutely must be completed by the time and date requested. Usually
an overnight or next day priority.
SPECIFIED DATE: Must be completed by the date requested.
ROUTINE: Will try to meet the requested date if possible. Job will be worked on a
"time available" basis.
(a) Given these definitions, what percent of your work falls into these categories?
Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
question Page
1. Do you utilize P~,PD's Planning and Scheduling units?....1
2. Does P~PD's P~,S functions provide advice and guidance?..1
3. Are PFPD personnel courteous and helpful? ...............1
-t. Is there any type of printing, photographic, copying,
or graphics support that Pc,PD does not currently
provide that you or your component would like to have
provided? ...............................................2
6. Are the services that are offered by Pi;~PD completed in
a timely manner so that you can meet your requirements?.2
7. What percent of work falls into the specified
categories? .............................................2
5. Requirements not currently being support by P~PD........3-5
8: Are the products being produced by P~PD of acceptable
.quality?.. ... .......................................6
A. Printing
(l) Composition/Typesetting...:.... ...............6
(2) Printing ........................................6
(3) Bindery .........................................6
(~) Copying and Binding .............................7
B.' Photography
(1) Color Processing ................................8
(2) Black ~, White Processing ........................8
(3) }Motion Pictures.. .... ....................8
(4) Teleprvduction (Videotaping) ....................9
(5) Video Replication ...............................9
(6) tiiulti-media Shows ...............................9
(7) :~icrofilming ...................................10
(8) COi~1 .............................................10
(9) Graphics and Design, including Computer
Graphics ........................................10
9. How often do you use P~,PD services? .....................11.
10. Overall, what is your impression of P~PD support in
terms of:
A. Responsiveness ......................................11
B. Quality of Product ..................................11
C. Professional Assistance.. .........................12
D. Initiative/Voluntary helpfulness ....................12
E. Courtesy ............................................12
F. Concern for customer's needs ........................12
11. Is the form easy to fill out?....... ..................13
(c) What, if anything, don't you understand on
the forms? ........................... .............13-14
12. What do you think can be .done to enhance throughput
time? ...................................................15-19
1~. are your jobs packaged and received in good condition?..20
1-t. I~ you are a customer w,lo uses mailing lists, are they
kept current by P~,PD? ...................................20
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
question ~ Page
15. Are you aware of the four-times-a-day "Gray Box"
service between the :lain Printing Plant and the
Bindery and Reprographic Center (GJ-56 Hgs.)...........20
16. If you answered "Yes" above, how often do you use
this service? ..........................................21
1'. Is your contact with P~PD usually in person, via
phone, or via mail? .....................:..............21
18. Do you have any problems in checking the status
of your jobs in PF,PD? ................. ................21
If?yes please specify.... ............ ...............21-24
19. Are your jobs disseminated per instructions?...........25
20. Which is more important to you, timeliness or quality?.25
21. Recognizing that short deadlines may inhibit top
quality, indicate your willingness to accept this
tradeoff ...................... ............ ..........25
22. What are you long range plans/requirements for
printing and photography support? ............:.........26
D. Vew requirements (specify)......... ..............26-28
23. If increase, decrease,~or same as FY-82/83, please
indicate under category of work appropriate response...29
A.
Composition/typesetting ............................
29
B.
Printing ...........................................
29
C.
Bindery services ...................................
29
D.
Copying. (GJ-56) ....................................
29
E.
Color
Processing ..... .............................
29
F.
Black
~ White Processing ...........................
30
G.
:Motion
Picture. ...... .......................30
H.
Teleproduction (Videotaping) .......................
30
I.
Video Replication ..................................
30
J.
~~Sulti-`iedia Production .............................
30
K.
L.
~..Iicrofilming .......................................31
CO;A ................................................31
.~1. Graphics and Design Services .......................31
N. Other... ...... ............. ...................31
24. 6Vhat type, if any, of computer graphics output
support do you require? ...................... .........32
25. Would a handbook of basic products, sizes, and costs
be helpful in determining requests? ....................32
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
P&PD Customer Sur~~ey Questionnaire Results
(192 Questionnaires Submitted)
1. Do you utilize P&PD's Planning and Scheduling Units?
YES No
Pct.
NO No
Pct.
DDA DDI
30 41
163.8 ! 56.2
~ 17 ~ 32
36.E 43.8
2. Does P&PD's P&S functions provide advice and guidance?
No
Never
Pct.
No
Seldom
Pct.
No
Sometimes
Pct.
No
Frequently
Pct.
No
Always
Pct.
DDO
11
52.4
10
47.6
DDS&T
16
57.1
12
42.9
DCI TOTAL
14 111.2
77.8 59.9
4 75
22.2 i 40.1
1
1
7.1
0.9
2
3
1
1
7
7
7
2
6
5
~
8
8
p
3
2
.7
2
0
.2
1
.9
3
214 ,
26
5
11
19
2 ~ 7
2 ~ 41
.
~ r
~ 38.9 i
14.3 X36.3
9
8
7 3
7 34
30.0
120.0
63.6 16.7 !
50.0 X30.1
3.
Are P&PD Personnel courteous and helpful?
DDA DDI
DDO
DDS&T
DCI
TOTAL
Never
No
Pct.
i
Seldom
No
PCt.
Sometimes
No i 4
i t
2 ~
7
Pct. ~ 6.9
I 5.0
~
11.1
4.2
Frequently
No 16 31
~
11
6
6i
Pct . 36 . -l 53.4
15.0
40.7
33.3
40.0
Always
No 28 23 ~
16
16
10
_
93
Pct. 63.6 39. ;'
80.0
59.3
55.6
55.7
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
4. Is there any type of printing, photographic, copying, or
graphics support that P&PD does not currently provide that
you or your component would like to have provided?
DDA DDI DDO DDS&T DCI TOTAL
YES No 4 ~ 8 I 2 I 5 ~ ~ 19
Pct. 9.1 ~ 11.4 10.0 20.0 10.7
NO No 40 I 62 I 18 20 , ~ 8-~
Pct. 90.9 ~ 88.6 ! 90.0____1___ 80._0 100.0 89.3
6. Are the services that are offered by P&PD completed in a
timely manner so that you can meet your requirements?
Never
No
PCt.
Seldom
Pct.
Sometimes
No
Pct.
Frequently
No
Always
No
i
. ~
_
4
~
8.9
18.6
4.8
17.9
14.8
~ 21
38
6
14
4
. 46.7
54.3
28.6
50.0
22.2
45.6
20
19
14
9
44.4
27.1
66.7
32.1
55.6
39.6
7. What percent of work falls into the specified categories?
Deadline
No ~
Pct.
Specif ied
No
Date
Pct.
Routine
No ~
Pct. ~
52
10
17
I
11
I
112
46.4
8.9
9.8
99.9 ~
6Z
16
25
~
14
156
39.7
10.3
~
51
11
~
20
I
13
130
2
8.
10.0 ~
100.0,
DCI TOTAL
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
5. Requirements not currently being supported by P&PD.
DIR/COMP Comments
DDST/OSO/PSD Capability to develop 16mm movie film created
on the Dicomed. Currently in the testing
phase
DIR COMP Comments
n.S(l~apn ('nnv videotapes change videotapes to
di~farant format. 4 t0 6 a year.
DIR/COMP Comments
FBIS/EI.~'~AD Stron?er graphics design unit that can provide
quicker, more in-depth attention to individual
design requests, and with imagination.
1 to Z publication covers nr formats per year.
DIR COMP Comments
Q;~FF./~hics 74 ho ~r color !~erox_
Sergice by mail_
DIR COMP Comments
FBIS L
~Ve would appreciate some sort of briefing on
whar overall service/support PiiPD can provide.
(hir understanding is limited.
DIR COMP Comments
OS~/AOD ('olnr XPrnx.- Pre classified bond paper.
Cnl~r XArf1X S00 copies per year.
_ Pre-classified bond paver 20 ap cks per Year.
DIR/COMP Comments
OGI SRD Enlarge graphics on ~1Ylar-type (transparent)
material. Computerise the existing large format
`Cerox.
~0 to 100 maps, charts, diagrams - 2 to 3 copies
each, on an enlarging reproduction device.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
5. Requirements not currently being supported by P&PD.
DIR/COMP Comments
Dp,ST,~C_RiLSD Reol~cat~on of foreign standard videotaoe1
-[0~ ~i ~1" videotaoes -
DIR COMP Comments
DDI/OCP=1S/CDG
Remotely sensed ima?e color rectificatio 1
and mosaic producing ability.
DZR COMP Comments
OGI/SRD Automated ~aQe make-u~,
AboLt 3+ ~a~ers ner month_
DIR/COMP Comments
CPAS CDG
DIR COMP
QCR/[1SSR/SCI
Wire binding for map books.
Comments
Inr-raaca~ customer support for ETECS
formatting
DIR/COMP Comments
OSWR/~VSSIC
Gra hit s ort.
25-SO gra hits prepared or printing in reports.
DIR/COMP Comments
cx'I3/`~a,~,~ervices Biweekly cooving collating ~ sorting of
25 conies of 20-30 letters averaging 3 pages
ner letter.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
5. Requirements not currently being supported by P&PD.
DIR/COMP Comments
DDA OD /~.aD A ~ranhic artist at PUPD to provide artistic
service? i e Hake final products from rough
~-- 5 to 10 times a year. _
1 r 1 l-?`1CJ
DIR COMP Comments
A OIS Sp i i Y forms t~~o~k (alrhrniah hi_?hly tin_
l i l.Pl y beCa~~~P riPmancl i S not gyaar enoueh~
=s previo years -
DIR COMP Comments
DDA/OD1S Conversion of European video system to American
NTSC format At least 6-10 videotapes
annually to support counterterrorist training
ro ram.
DIR COMP Comments
DDA/OD_P_/ED$P ?-~''"e? comvarable to those provided to the
~,.r ,~____ _, new;..,, Rr~n~j/Graphics Desif2n Center;
?rn~-, ~1Pl~ ~ the ETECS area to include
~w Rn~ Lei v iic?.`z-
~ --' who would assist in planning ~ formatting
al 6 to 8 a year.
e
DIR COMP
text.for increasing readability and eye app
Comments
S ecial certificates, etc. __1
prove es
3-4 items per year
DIR COMP Comments
Improved video presentation materials.
^,Fficult to estimate.
DIR/COMP Comments
STAT
STAT
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
8. Are the products being produced
quality?
A. Printing
(1) Composition/Typesetting
Not
No
Applicable
Pct.
Poor
No
Pct.
Fair
No
Pct.
Good
No
Pct.
Excellent
No
Pct.
(2) Printing
No t
No.
Applicable
Pct.
Poor
No
Pct.
Fair
No
Pct.
Good
No
Pct.
Excellent No
Pct.
21
27 ~ 8 ! 11
42.9 i 44.4 57.9
(3) Bindery (End product finishing operations)
Not
No
Applicable
Pct.
Poor
No
Pct.
Fair
No
Pct.
Good
No
Pct.
Excellent
No
P
ct.
7
10
8
6
5
36 i
17.9
16.7
47.1
35.3
3I.3
24.2
1
~
2.6
1
i
Z.6
i
I
I
! 25.6
35.0 1
17.6 ~ 17.6 I
25.0 ~ 27.5
~
:. ~ ~
,
51.31
48.3 35.3 47.1 !
43.8 47_~
10
''I 12
8 ~
i
7 4
'
41
'~.0
1 19
53.3
41.' 23.5
~~.9 ~
I
_
I
I
,
3
8.1
3.3
~
3.4 .
12 I
19 ! 1
3 j 3
38
32.4
31.1 ~ 6.7
I
17.6 ~ 17.6
25.9
12 i 8 6
7 i 10
s
32.4 ! 45.9 1 40.0
41.2 58.8
42.9
DDA DDI
by P&PL of acceptable
DDO DDS&T DCI
6
6
7
4
2
25
14.0
9.5
38.9
21.1
11.8
15.6
4
6.3
2.5
j
16
26 ~
3 I 4
3
i
52
!
37.2
41.3 ~
16.7 ; 21.1
17.6
32.5
TOTAL
i9 - i
49.4
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
(4) Copving and Binding
(GJ-56 Has.)
DDA
DDI
DDO
DDS&T
DCI TOTAL
Not
No i 7 I 11 i
~ !
8
I
6 ~
36
Applicable
Pct. ~ 18 ~ 18.3
22.2_ ~
44.4
33.3 '?3__
Poor
No
~
'
1
!
~
~ 1
Pct.
~
1 ~
~
0.
Fair
No j ~
5
1 8
Pct. S 3 ~
g ~
5.6 5.3 _
Good
No lg
22
6
3
6 5~
Pct ~ a; 4 ~ 56 ~
'~~ '~
16.7
33.s 36.'
r
Excellent
No ~ 11 ~ 21
8 ~
7
5 j 52
Pct. I ~R_4 _~s_n
a4.4
~R.9
27.8 ! 34.2
Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
B. Photography
(1) Color Processing
DDA DDI DDO DDS&T DCI TOTAL
Not
No 19 10 ! 3 ~ 3 i 8 i 33
Applicable
Pct. X5.0 17.9 23.1 13.6 I 53.3 23.2
Poor
No 1 ~ 1 ~
Pct. ~.7 4.5 ' 1.4
Fair
No 2 5 3 10
Pct. Q 13.6 ~ 7.0
Good
No 9 22 ~ 3 9 ~ 2 45
Pct. I 25.0 9. 23.1 40.9 ~ 13.3 ~ 31.7
No ~ 16 19 ~ 6 ~ 6 ~ 5 52 -r-
Excellent
I i
Pct. __ 44.4 ~ 46.2__ 27_x__.____33.3 36.6
(2) Black & White Processing
Not
No
Pct.
Applicable
Poor
No
Pct.
No
Fair
Pct.
Good
No
Pct.
No
Excellent
Pct.
(3) Motion Pictures
Not N
o
Applicable
PCt.
Poor
No
Pct.
No
Fair
Pct.
No
Good
Pct.
No
Excellent
Pct.
13
8
3
4
~
1
1
2
,
~
1
5
i
3
i
9
21
3
6
27.3
20
36 ~
7
11
11 ~
85
80.0
90.0
70.0 !
84.6 ~
84.6 ~
84.2
~
~
1 I
I
~
!
1 ~
2.5
!
1.0
3
! 1 ~
1
1
6
12.0
~ 2.5 ~
10.0
7.7 ~
5.9
2
i 2
2 ~
1
2
9
7 7
15.4
8.9
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
(4) Teleproductio:.i (Videotaping)
DDA
DDI
DDO DDS&T
DCI
TOTAL
Not No ! ZI ~
36
I
7 i 11
9
84
Applicable Pct. ; 5.0
90.0
77.8 ~ 78.6
69.2
80.8
Poor No ! ,
Pct. ~
Fair No
1
1
Pct.
?.S
~
1.0
Good No 4
2
1 l
8
Pct. i I4.3
5.0
11.1: 7.1
7.7
Excellent No 3 i
t
i
t 2
4 ~
11
Pct. 10.7
Z.S
11.1 14.3
30.8
10.6
(5) Video Replication
DDA
DDI
DDO DDS&T
DCI
TOTAL
Not No
18 I
36
7
10 ~
9 ~
80
Applicable Pct.
77.8
83.3 ~
69.2 ~
76.9
Poor No
PCt.
~
i
Fair No 1
1
~
1 ,
Pct. ~ 3.7 I
2.3
11.1 ~
2.9
Good No ; 3 ;
4
1
Pct. I 11.1
9.3 I
~ 8.3 ~
7.7 !
Excellent No II S
I
2 (
1
Ec t. I 18.5
4.7
I 8.3
30.8
12.5
(6) Multi-media Shows
DDA
DDI
DDO
DDS&T
DCI
TOTAL
Not
No I
19 ~
36
(
9
11 ;
I
Applicable
Pct.
76.0 !
92.3
100.0
78.6 ~
84.6 ~
86.0
Poor
No
Pct.
,
Fair
No
~
1
I
Pct. I
2.6
I
!
1.0
Good
No ~
3
2
I
1
2
T-
Pct.
12.0 !
5.1
~
14.3
7.0
Excellent
No
3
i
1
2
~
Pct.
12.0 ~
I
7.1 ~
15.4
6.0
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
(7) Microfilming
DDA
DDI
DDO
Not
No
21 ~
33
7
Applicable
Pct. I
'2.4
80.5
i0.0
Poor
No j
Pct. '
Fair
No
1
Pct. ~
'_.4
20.0
Good
No
g
:~
1
Pct. (
27.6
9.8
10.0
Excellent
No I
3
PCt.
7.3
(8) COM (Computer Output Microfilm)
Not No
Applicable Pct.
Poor No
Pct.
Fair
Good
Excellent
(9)
No t
Applicable
Poor
Fair
Good
Excellent
No
Pct.
No
Pct.
'
No
i
2 j
1
~
Pct.
(
4.0 ~
~
7.1
~
2.5
No
9
' 17
2 i
3
1 ;
32
Pct.
I 2g,1
~ 34.0
18.2 ~
21.4
7.1
26.4
No
9
~ 12
3 ;
4
~ 7
35
Pct.
28.
24.0
27.3
28.6 I
50.0
28.9
21 ~ 35 ~ 9
DDS&T DCI
TOTAL
10
9 ~
80
66.
69
'4.1
J
'
'.8
5 ~ 2
20
33.3 ~ 15.4
18.5
2 ~
5
15.4 ~
4.6
r
DDS&T DCI
TOTAL
9 I
11
85
I
84.6 69.2
80.2
No i 2
1
3
Pct. ~
2.8
No
6 X 1
1 1
9
Pct.
i
8.5
No
1 3
':
1 7
8
Pct.
.7
23.1
.5
Graphics and Design, including Computer Graphics
DDA
'14
43.8
DDI DDO DDS&T
19 6 6
38.0 ! 54.5 ~ 42.9
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
9.
How cften do you use P&PD services?
DDA
DDI
DDO
DDS&T
DCI
TOTAL
Daily
No
3
21 ~
I
(
I
~
28
~
I
I
14
3
15
Pct.
i
.
.
weekly
No
~
10
,
73 ~
7
9
-,
1
16
"
g
3
'2
Pct ~
~
~
~
~
3Z.9~
33.3
3~.
.
_
?
Monthly
No
11
~
13
7 ~,
1
3
'
0
Pct. ~
23.4
18.6
33.3'
3.6
16.7
.
Quarlerly
No ~
10 !
8
?
9
,
J2
4
Pct i
~ 3i 11 4'
9.5 !
?2.1
16?x
`'
Semi-
No I
i
2
I
6
6
3
3
all
A
Pct
2 9
10.7
.
-~.
.
y
nnu
Annually
No
'
2 ~
1
2 ;
~
~
Pct
~
2 9 ~
3.6
11.1;
2.7
Other
.
No ~
13 I
1
5
1
6 ~
~
26
14
1
Pct . ~
27.7 ~
1,_4 '
23.8 ~
3.6
33.3
.
10. Overall, what is your impression of P&PD support in terms
of:
A. Responsiveness (timeliness).
D
DA
DDI DDO DDS&T DCI
DOTAL
Not
No
;
2 I
~
I
1
1
licable
A
Pct.
2'g
.
pp
Poor
No ~
2
~
i
2
Pct.
7.1
1.1
2 2
18
Fair
No !
3 i
10
~ 1 I
0
10
Pct.
6 5
14.5 5.0 7.1 11.8
.
Good
No
26
39 ' 9 ~ 15 4
93
7'
Pct.
I
56.5
56.5 ~ 45.0 ~ 53.6 I 23.5
i
51.
Excellent
No
I
17
18 10 i 9 i 11
i
65
1'
36
Pct.
i
37.0
26 1 '~ 50.0 32.1 64.7
.
B. Quality of Product
DDA
DDI DDO
DDS&T
DCI
iOTAL
I
Not
No
1
6
0
licable
A
Pct.
.5
~
~
pp
Poor
No !
2
1
2
5
Pct ~
30 ~ 50
74
2.8
F
ir
No 1
3
3 ~
2
2
10
a
Pct. ~
5
6
~
4.5
7,4
11.8
5.6
Good
No
.
Z
5
37 7
12
6
87
Pct ~
54 3
55 ' 35 0
44.4
35.3
49.2
Excellent
No I
18
24 12 ~
11
9
' 4
Pct.
~Q 1
35 8 60 0 '
40 7
52.9
41.8
11
Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
No t
Applicable
Poor
Fair
Good
Excellent
ct
D. Initiative/Voluntary helpfulness
No t
Applicable
Poor
Fair
Good
Excellent
No
3 ~
?
I g ~
Pct.
4.
', 7
~_
No
I
{
1
"
Pct.
'
-, 8 ~
i
No
~ 2
5
1 ;
3
2
~ 13
Pct.
4.3
.8
5.0 !
11.5
11.8
'.5
No
27 ~
34 ~
9
~
6
83
Pct.
58.7
53.1
45.
~
No
14 ~
22 ~
10 I
13 ~
9
~ 68 i
P
30.4:
34.4 ~
50.0 ~
50.0
52_q
~ ~~_~ ~
No
Pct.
No
PCt.
No
7
14
1
31
PCt.
~
~ ~
~
No
19
33
9
78
Pct.
44.8
No
16 ~ 13
9
53
Pct.
34.8 ~ 19.7
47.4
30.5
E. Courtesy
Not N
Applicable
Poor
Fair
Good
Excellent
o i 1
4
Pct. ( 2.2
5.9
No
Pct.
No 1
6
2
2
1 12
Pct. ' 2.2
8.8
9.5
7.7
5.9 6.7
No 20
33
6
8 ~
7 I 74
Pct. ~ 43.5
48.5
28.6
30.8
41.2 ~ 41.6
No Z4 i
25 I 13
16 9 87
Pct. 52.2 `
36.8 ~ 61.9
61.5 ~ 52.9 48.9
DDA
DDI DDO DDS&T DCI
TOTS
Not
No
1 i
2
3
Applicable
Pct.
Z.2
2.9
1.7
Poor
No
j
l
~
i
t
Pct.
1.5
I
0.6
Fair
No 1
10 1 S ! 1
18
Pct . ~ ~
14 . ;' ~ 4.8 19.2 6.3
1~,
;
Good
No ~ Z5
39 i 9 ! 10 I 7 ~
,
90
Pct. ! 54.3 ~
57.4 ~ 42_~ ~ '~A_5 ~; s
Sn R
Excellent
No 19
16 11 11 8 ~
65
Pct. 41 __~
25.5 52.4 :~ .. ~ 50.0
36.7
DDA
6.5
DDA DDI DDO
4 6
8.7 9.1
TOTAL
11
1
5
2.8
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
11. Is the form easy to fill out?
DDA
Form YES
No ~ 36
Pct. i q~
70
No
NO
Pct.
No
Form YE5
Pct.
70B
No
NO
Pct.
No
Form YES
Pct.
70C
No
NO
Pct.
No
Form YES
Pct .
70D
NO
No
Pct.
No
Form YES
Pct.
3487
No
NO
Pct .
30 I
14 '
14
I
lj i 107
Q 8
~ 100.0
87.5
100.0 94.7
~
1 I
2
6
~ I
~ 5.~
5
?4 ~
I
1 ~
~0 I
~
.0
90.0
1
-
1 '
2
6.1
2g
21 13
17
6
85
95.5
1
1 1
1
4
4.5
17
15 10
4
4
SO
~ 0
0.0
89.3
3
2
5
33.3
8?~
6
2 1
1
2
12 ~
~
4 100.0
50.0
66.7
66.7
1 ~ 3 -
1
5
14 3 ! 60 0 ~
~
50.0
I ~ 27.8
(c) What, if anything, don't you understand on the form?
DIR/COMP Comments
n~nTS/ur10 [n nd ?OC both require technical printing
;nfnrmation that in most cases can only be
campl~Le.~hX- P ,PD .
DIR COMP Comments
ODP AD TS 70 - We don't lrnow the appropriate terminology
or iargon in requesting specific services.
DIR COMP Comments
ODP/QAII 70 - The bottom portion of the form is comple:c
and not easy for the average individual to decipher.
I generall turn to e protesslona s in 154
or completion of tTiat part o t e Corm.
DDI DDO DDS&T DCI TOTAL
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIRjCOMP Comments
DDa/uDPjEDjP ~u u -uD Previous versions oz these forms
G CB/P ,;ere :Wore inclusive t an Curren revisea
versions.
DIR COMP Comments
OTE/:~D/~IPB/BAS 0 -Sections "Composition", "~iap", "Press",
an Bin erv
DIR COMP Comments
DDS~T/'~fPIC/RSD 70 - Too many extraneous questions.
DIR/COMP Comments
OSO AOD 70C - Difficult to state form of original
to orm of copy.
DIR COMP Comments
70C - I understand it but it seems to busy.
DIR/COMP Comments
DIR COMP Comments
STAT
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
12. What do you think can be done to enhance throughput time?
DIR/COMP Comments
DDa/OP/Recruit- Tn ;nme instanc~eS I have negatives of t.~ie fflyers
ment T ttianT =r;ntP~- T have found in cases that the
~~VPrS IvPT'P rPr~ ea (rsometimes with errorsl and
T have to wait longer for the finished product.
DIR COMP Comments
DDA/OC/DND .ter glanning by the reguestor?
DIR COMP Comments
OL P Provide one customer interface for iob submittals.
Don't run customers to several organizations
to complete one iob.
DIR/COMP Comments
OIS/Rb~ID Be*_ter oreDaration of material by the customer
j?efnrP it is sent to PPD. Time is lost truing
t~ ;nter~,ret_ what the customer wants. An A?ency Forms
SACt;nn could p~eoare camera ready copy negating the
need for this to be done at P$PD.
DIR/COMP Comments
l
Qi.~PFzPS ASC ,r hat everyone working on a iob fully
~,nr~PrctancTS what i s needed in an end vroduct.
DIR/COMP Comments
OPjPFjpi/PA$E Better estimates on lead time required and
more realistic target tes or comp etion
of the iob .
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
OP/ID/IGAB
~'ew autofiche procedure should help but we've
had trouble with image clarity ~ahere num ers ~ letters
run together. blur, etc. Photography is aware
aid workine (?1 on problem.
DIR/COMP Comments
OC/CSD/PDB P~PD must question all forms; and by doing so
will lessen any confusion on the part o t e
customer or P~PD staffers.
DIR COMP CommenCs
Ob1 D Immediate feedback upon receipt of a project by
PPD. On several occasions we weren t notified
of a roblem until after t e ea hne~te, and
consequently the iob wasn't finis a in time.
DIR/COMP Comments
ODP/ED/P F, CB/P More trained P~,PD personnel.
DIR COMP Comments
DDA/OTE/-4D/niPB/ Handlin re uirement block s ace added to
VAS requisition ~, e.~cplanation of terms iste .
DIR/CAMP Comments
nn~FT~cc-oB/oS0 The throughrn~r r---~'"'--==aY be more of a problem
cause than a solution. Our photographs are taken
under somewhat adverse conditions, with little time
or best conditions, so the quality of processing
is uppermost.
DIR COMP Comments
FBIS/ELAAD More employees?
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR;COM? Comments
DDSuT,'G;~ci Graphics :More couriar nL-~s -for faster mail processing
for outlying ui ings.
DIR/COMP Comments
EPIC/FtSD `lore personnel with higher morale and to
complete t e renovations feria a
goin~_on orever.
DIR COMP Comment`s
DDI/CPAs/PUBCTR 4-color press, and more compositors
DIR/COMP Comments
CPAs P Fewer etecs correction cycles
DIR COMP Comments
OCR LSD AB It would be helpful if the date that the work is
e. ected to be co lete was more accurate. I mind
less that a lob toot ~ wee tan t at was told
it would take one.
DIR/COMP Comments
OSWR WSSIC Put a lot of improvement into quality control
of covers.
DIR COMP Comments
CP_ J4ore people
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR~'COMP Comments
DDt/OC?_~/CDG I do not understand why printed copies of maps/
g~phics often come back to us separately from the
or~gg or negs. It would seem that it all materials
r-ter a ~qb tracked toeether, there would be much
less confusion, lost items, and wrapping $ mailing time.
DIR/COMP Comments
ncR~SS~ ~/~.SD/LY More eople in the binding shop. If you provide
the service ou shoul have a st to meet
the workloa -may a part-time or summer.
DIR COMP CommenCs
P.4S SG Get the laser late maker linked to Etecs.
Try an I&~i 6670 1 e to tecs or sma
iobs.
DIR/COMP Comments
1 0 0 Advance warning that deadline date will not be
met.
DIR COMP Comments
DCI/OEEO Given an idea of the unusually busy times
so that we can p an our nee aroun ime.
Be noti fie wen wor wont e finis e
on time.
DIR/COMP Comments
DCI PAO Dvlux reviewed more carefully - typographical
mist es
DIR COMP Comments
Improved video editing equipment. In-house
rape co or p
STAT
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
13. Are your jobs packaged and received in good condition?
DDA
DDI
DDO
DDS&T
DCI
TOTAL
Never No
Pct. ~
~
II
Seldom No I
Pct ~ ~
'
!
I
~
'
~
Sometimes No I j
' ~
1
1
~
~~
~
Pct. ~
-~.3
3.6
4.S
2 8
,
Frequently No
10
22 ~
5
8
22 !
60
Pct.
~
8i
28.6
I
32.81
27.8
Always No
36 j
42
16 ~
19
!
42 i
'
125 '
'
Pct.
78.3
62.7'
76.2'
67.9
62.7
.
69.4
14. If you are a customer who uses mailing lists, are they kept
current by P&PD?
Never
Seldom
Sometimes
Frequently
Always
No
Pct.
6
75.0
8,
61.5
2
33.3
No
Pct.
20.0
2.9
No
1
1
Pct.
7 7
2.9
No
1
1
2
~ 4
Pct.
12.5
7.7
33.3
~ 11.8,
No
1
3
2
~ 1
~ 7 '~~
Pct.
~ 12 S ~
23 1 ~
33.3
20.0
~ 20.61
15. Are you aware of the four-times-a-day "Gray Box " service
between the Main Printing Plant and the Bindery and
Reprographic Center (GJ-S6 Hqs.)?'
DDA DDI DDO DDS&T DCI TOTAL
YES No 13 ~ 35 3 ~~ I ~
Pct. 32.5 50.0 15.0 ~ 14.8 ! 11.81 32.8
NO No 27 35 ~ 17 ~ 23 15 1
Pct. { 67.5 50.0 !~ 85.0 85.2 ~ 88.2 67.2
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
16. If you answered "Yes " above, how often do you~use this
service?
Never
Seldom
Sometimes
Frequently
Always
No
!
~
'
Pct.
~
I
No
7
5
1 j
1 !
I 14
Pct.
53.8
14.3
33.3 ~
50.0
25.9
No
3
7
1
1 ~ 12
Pct.
23.1
20.0
33.3
I
100.0 22.2
No
3
14
1
18
I
Pct.
23.1
40.0
33.3
33.3
No
~ 9
~ 1
! 10
Pct.
I 25.7
50.0.
~ ~ 18.5
17. Is your contact with P&PD ususally in person, via phone, or
via mail?
Person
Via phone
Via mail No
Pct.
14
23.3
7
38.9
9
34.6.
1 - I 46
6.7 ~ 28.6
18. Do you have any problems in checking the status of your jobs
in P&PD?
YES
NO
TOTAL
No
14
23
9
6
10
62
Pct.
3
8.3
50.0
23.1
66.7
38.5
No
13
23
2
11
4
53
Pct.
8.3
11.1
42.3
26.7
32.9
DDA DDI
No
3
5 11 I 4
3
16
Pct.
6 4
I 7.5 ~ 4.8 ~ 14.3
16.7 1
8.8
No
44
62 i 20
24
15
165
Pct.
83 3
91.2
If yes please specify:
DIR/COMP Comments
DDA OILS PSD
People don't return phone calls.
20
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
0~!R4D/ROB/AS When jobs are only half done, we cannot be
told status of unfinished Hart (timing, etc)
}~v PF,PD .
DIR/COMP Comments
0 S PDB apparently, the computor is "down" more-than
normal? therefore a P PD staffer must search
the rooms for a particular project to ec
the status.
DIR COMP Comments
OTE/AD/biF'B/VAS The 2nd copy with scheduled delivery date
is not returne to me.
DIR/COMP Comments
DDS~T/FBIS/ELAAD Nobody knows when they will be finished.
DIR COMP Comments
OD~,E Gra hits Need more planners - sometimes take a few
telephone calls.
DIR/COMP Comments
ORD/PATG/IERD Often job cannot be found when I call. The
person o ters to ca ac u i usua y
t es a very ong itne o ge an answer
DIR COMP Comments
OSO/TSD Person who answered call didn't give a new (late)
to for elivery as ~o s were ace up too
far. Eventually got the photos ~ vugraphs in good
nrdPr but if I remember about a month late.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
pnr[('P4s~CDG Often takes took long. yIS system
results often vary from reality.
DIR/COMP Comments
CP.4S CDG Periodic long delays in returning calls.
DIR COMP CommenCs
~CP.4S,'PDG/NIC Not with ETECS or GJ56, with P~PD 154. We have
a contact erson w is es i eas .
P?PD but not having t e c ose raison, hing
has been lost rom our ranc .
DIR/COMP Comments
CP /CDG "The commuter is dawn" is a frequently used
excuse when trying ~~ a ) .
DIR COMP Comments
CPAS/CDG Its always in camera.
DIR/COMP Comments
CPAS/CDG Often do not get a return call when enquiring
aoutsa o a)o .
DIR COMP ~ Comments
OCR/ISG Not a big problem-but when you get an answer that
ne ~ terminal,
you don't feel like you have the complete picture.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
DCI'OGC Leg. Cannot remember details but P$PD had some
trouble locating our iob. This has only_
happened once however, and to my knowledge
has at no time happened at Copv Center.
DIR/COMP Comments
DCI/OEEO Vot being notified when work won't be finished
on time.
DIR. COMP Comments
Problems only arose when there was a shift
than e an to wait anti nex y o
-speak to person w o i~a~ cal e me.
DIR COMP Comments
DIR COMP Comments
DIR/COMP Comments
DIR COMP Comments
STAT
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
19. Are your jobs disseminated per instructions?
DDA
DDI
DDO
DD
S&T
DCI
TOTAL
Never
No
Pct.
1
~
1
'.5
I
I
1
0.6
Seldom
No
Pct
~
i
'
'
Sometimes
No
i
1
Pct.
~
'.5
3.3
1.9
Frequently
No
12
24
7
8
6
57
Pct.
.0
4 .0
36.8
33.3 ~
37.5 ~
35.8
Always
No
26
34
12
16
10
98
PC t.
6S 0
S6 7
63 ~ ~
66 7
62.5
61_.6
20. Which is more important to you, timeliness or quality?
DDA DDI DDO DDS&T DCI TOTAL
Timeliness No
13
19.
6
4 5
47
Pct.
~
~
Quality No
PCt.
28
f,R
33
13
84.0 64.3
p
6849
21. Recognizing that short deadlines may inhibit top quality,
indicate your willingness to accept this tradeoff.
DDA DDI DDO
DDS&T DCI
T0~ AL
Willing N?
Pct.
21.3 27.9
Z0.0
i 28.6 ~ 22.2
~ 24.9
May be No
29 '
~
~
willing Pct.
61.7 57.4
65.0
44.4
~ 42.9
55.8
Not No
8 10 3
8 6
35
willing Pct.
17.0
14.7 15.0
28.6 33.3
19.3
Declassified in Part -Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
22. 'what are your long range
and photography support?
plans/requirements
for printing
DDA
DDI
DDO
DDS&T
DCI
TOTAL
Increase
No I
9
27
~+
12
3
55
Pct. ~
16.4
49.1
.3
'%1.8
5.5
98.1 i
Decrease
No ~
1 i
t
~~
2
Pct . ~
50.0 ~
50.0
100.0 '
Same as
No ~
30
~; !
10
14
13
94
FY-8 2 /8 3
Pct . ~
31 _ q
28.7 '
10.6
14.9
13.8
99.9
New
No I
6
3 i
1
S
2 ~
11 ~,
Reqmts .
ct .
35
~
17.6
5.9
29.4
11.8
99.7
Unknown
No ~
7
16
5
1
2
31
Pct. I
22.6
5I.6'
16.1
3.2
6.5
100.0
D. New requirements (specify):
DIR/COMP Comments
DDA OP BSD Possibl additional P.R. - osters, bulletins,
briefings with sli es.
DIR COMP Comments
OC'/nNn Notices to all components as required,
perhaps bi-weekly.
DIR COMP Comments
OP/Info Div. In the future, OL/P$PD will be printing
names on ity step ncrease er i ica es
or
DIR COMP Comments
ODLS POD Microfilming, videoproductions
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
DDS~T CCOB/AOD Re roduction of viewgraphs for central
(OSO) recor i ing
DIR COMP Comments
FBIS ~G Will soon be sending all printing requests
on a ang s ette.
DIR/COMP Comments
ORD ISRD Printing of Symposiwn notebooks (S00 copies)
DIR/COMP Comments
NPIC RSD If a proposed plan is approved, GPB could be
oar Bring up to a3di Iona ri~'f~
e~ existing negs.
DIR/COMP Comments
OSO OD Pre-frisketted photos
DIR/COMP Comments
4Vi11 require new printing requirement in
near future.
DIR COMP Comments
DDI/OCR/USSR/SCI Possible revision of ETECS software programs.
STAT
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP9O-003798000100150001-8
DIR/COMP Comments
nnI/OCPAS/CDG Possibly more deadlines.
DIR/COMP Comments
OCR ISG Briefing book bio requests (our overnights)
ave een growing s ea i y or ,e
DIR COMP CommenCs
SSG LSD/LY Would send more to bindery if turnaround time
was better.
DIR COMP Comments
DIR COMP Comments
DIR/COMP Comments
DIR COMP Comments
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP9O-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
23. If increase, decrease, or same as FY-82/83, please indicate
under catego.y of wor!~ appropriate response.
A. Composition/typesetting
Increase
Decrease
Same as
FY-82/83
No
Pct.
1
1~.3
11
55.o i
3
~ so.o
~
No
'_
1
Pct.
X8.6
5.0
!
No
4
8
5
3
Pct.
57.1
40.0
100.0
50.0
B. Printing
Increase
Decrease
Same as
FY-82/83
15
15
44.1
6
85.7
C. Bindery services
Increase
Decrease
Same as
FY-82/83 Pct.
D. Copying (GJ-56)
Increase
Decrease
Same as
FY-82/83
DDA DDI DDO
7
19
1 (
9
4
40
~ ~
4.3
64.3
30.8
43.5
2
5
35.7
9
69.2
2
2.2
50
54_3
No
5
10
1
5
1
22
Pct.
50.0
16.7
62.5
25.0
41.5
No
1
1
2
Pct.
~
3.8
No
9
9
5
! 29
'
~n_n
45.0
83.3
54.7
37.5 _ 75.0
No
3
6
3
4
Pct.
17.6
31.6
;.33
66.7
No
1
1
1
Pct.
5.9
I
5.3
11.1
j
No
13
12
5
2
Pct.
76.5
63.2
55.6
33.3
i
P
ng
rocess
E. Color
DDA
DDI
~DDO
DDS&T
DCI
TOTAL
Increase
No
4
i
5
2
7
1
19
Pct.
-
I
~
?
33..E
Decrease
No
~
1
i
1 ~
2
Pct.
~
3.5
Same as
No
11
I
10
4
g !
3
36
FY-8 2 /8 3
Pct .
. 3.3
66 ? ''
87.
1
53.3
60.0
63.2
DDA DDI DDO
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
F. BlacK & ~7t:=~? Processing
Increase
P~ t.
No
Decrease
Pct.
No
Same as
Pc t.
FY-82/83
I i~ 1 I
8 16.7 64.5 ~
1-
~~.4 i
'
_
-
'~' ~
11
8 3 5
?9
a
- 4 5
0 .0
60.4
G. Motion Picture
DDA DDI DDO DDS&T
No
Increase
Pc t .
No
Decrease
Pct.
Same as
Pct.
FY-82/83
H. Teleproduction (Videotaping)
DDA DDI DDO DDS&T
Increase
Decrease
Same as
FY-8 2/8 3
1 1
33.3 33.3
-
22..2.
1
1
1
11
50.0
.
1
66.7 66.7 100.0
66.7
No
Pct.
33.3
3
100.0
36.4
No
Pct.
2
2
7
No
Pct.
2
66.7
1
100.0 100..0
100.0
63..6
I. Video Replication
DDA DDI DDO DDS&T
No
Increase
Pct.
No
Decrease
Pct .
No
Same as
Pct.
FY-82/83
J. Multi-Media Production
No
Increase
Pct.
No
Decrease
Pct.
No
Same as
Pct.
FY-82/83
3
4 1
10
60.0
100.0 33.3
55.6
Z
2
2
2
40.0
100.0
66.7
100.0
44.4
Z
2
100.0
40.0
1
'
I
''
~ 100.0
100.0
60.0
DDA DDI DDO DDS&T
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
K. Microfilming
Increase No '
Pct.
Decrease No
Pct.
--,
DDA DDI DDO DDS&T DCI TOTAL
Z 1 3 I. I 1 I 1 6
Same as No
FY-82/83 Pct. ~~ ~n_n
L. COM
Increase
Decrease
Same as
FY-82/83
2 3 1 i9
t00.n1 75.0 100.0 .60.0
No
2
i 1
3
Pct.
No
Pct.
No
1
1
1
7
0 2
100.0 50
Pct.
00.0
00.0
.
.
,
M. Graphics and Design Services
No
Increase
Pct.
No
Decrease
Pct.
No
Same as
Pct.
FY-82/83
41.7
58.8
100.0
50.0 25.0
48.9
I
I
7 7
4 ~
58.3 41.2
~ 50.0 75.0
51.1 ,
No
Increase
PCt.
No
Decrease
Pct.
No
Same as
Pct.
FY-82/83
4
3
i 1
4
75.0
! 50.0
50.0
DDA DDI
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
24. What type, if any, of computer graphics output support
do you require? (Number of resconses with requirements)
35mm
Slides
Vugraphs
16mm
Movies
Color
Prints
B&W Prints
Videotape
16
-
~
~
1
33
P~t.
48.5 '
'-~.' I
9.1
15.'
3.0
100.0
No.
21
?0
? ~
g I
i 54
Pct.
38.9 i
37.0 ~
3. ;' ~
14.8
100.0 ~
No.
3
1
1
1 ~
j6
Pct.
50.0
16.7
16.7
16.7
1100.0
No.
10
5
3
6
2
X26
1
Pc
8
19 2
11.5
' 23.1 ~
7.7
100.0
No.
6
5
2
1 4 ;
17
Pct.
35.3
29.4 ~
11.8
23.5
o,
$
(
4
! 1
1
11
Pct.
45.5 ~
!
36.4
9
25. Would a handbook of basic products, sizes, and costs be
helpful in determining requests?
Don't
Know
TOTAL
No
~ 35
43 1 14
25 112
129
Pct.
76 1
64 70.0
89.3 ~. 66.7
72.1
No
5
16 1
2 3
27 I
Pct.
I
'
No
! 6
8 ~ 5
1 ~ 3 ! 23
Pct.
1'~ 0
!, 11.9 25.0
~ ~_6 16.7 12.8
DDA DDI DDO DDS&T DCI
DDA
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
DDA FIN Comp. above responses reflect our recurrent business
with Pi?PD In addition we have from t;m? to time requested
assistance/service in the production of video tape copies,
grarthic-s for instr~cti_onal handbooks, a_S wPl1 as printing.
This "ad hoc" business has been characterized by good service
DIR/COMP Comments and timeliness (within resource constraints imposed on
P~,PD). 1Ve anticipate additional "ad hoc" requests throug'r.
OC-CSD/PDB .additionally. basic lead times required ~ FY-84,
P~,PD for various proiects would be beneficial to planners.
If P~PD decides to print such a book, this Office
would like to be on the mailine list.
DIR COMP Comments
RECD I-1EB
Usually request pho ograpt~;c work_ a han~ook
would be of interest and might generate more
work for P~PD h ~t 'm not ce fain ha s ~ h
is the case.
DIR/COMP Comments .
SD/CD I think you will find that Agency personnel.
upon determi.nintz that a product is definitely
needed to support their requirements, will opt
for the service regardless of the cost. If it's
frivolous, or superfluous to their needs, they won't go for it:
DIR COMP Comments
F ~1PB/VAS I was not aware there i_s a distinct diff.r.nce
between "Specified date" and "Routine". The
should. EG~eciallv~ awn ,mdated han~hcok on paper.
DIR/COMP Comments
DDS"T ORD/ISRD This foam shows me there are more services
available in P .PD hap I w aware of _ 4 handbook
of basic services with esamoles world be helpful
(a sales brochurel.
DIR COMP Comments
ORD P.aTG/IERD The condition of negatives and the dust
visihlP on min s is a isgracP_
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
DDS~T/FBIS/L~RB Unfortunatel the bulk of our r uests fell
into t e routine cate orv, not owin o
t e o er two categories.
DIR/COMP Comments
Currentl lan to re are man of the technical STAT
rie in s in vi eo presentaticn ormat, is
wi rove courses a es an ma a riefings
more recise. sew rove vi eo e tong as
unportant actor in success o presentation.
DIR COMP Comments "
DCI OGC/Leg We have had two or three o ortunities to benefit from
P PD's s eciahze re ro in ca a i hies. We find the
Co Center to be a solutel essential a to the nature
o the Division--regiurin t e constancy o producing documents
o e very i est qua sty un er very tag t deadlines.
" DIR/COMP Comments
Unlolown The overall uality needs to be improved. I had
a co re ort or upper managemen copied recently.
atta e a s a roan as a gui en finished,
not on e c ies ve a s rapes dawn the side,
ut ey copse t e repo sty vs. timeliness?
DIR COMP Comments
DDI/OSWR/STD Do not know of all of our services ~ therefore cannot
exploit all of your talents. Question on graphics quality:
basic problem in past has been allure toTlave vugraphs
proofread before they are released to me. Have often had misspell-
ings; since I brief outside of Agency, this does not present our
DIR/COMP Comments "best foot forward". Need more quality control.
PAS CDG Question 20, timeliness or quality? A~
which meets a deadline ut lac quality can at
times be worthless. U ortunately in cartography we
usually need both.
DIR COMP ~ Comments
CP.4S/PC Question 25, handbook? For DDI products only;
the cost intormation wou e a reve anon to the
DDI customers/manas~er that are prone to requesting
costly changes late in the process.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8
DIR/COMP Comments
DDi OSirR/T~SIC On ttao occasions we have asked the printing plant
to copy an is ri ure ocumen =o us. oth
situations were a os iaen ica on e =first
occasion our paper was isse:~in e ested
- aissemination was genie ror e ~e aper.
DIR/COMP Comments
OS~vR/~VSSIC Roughly 40-50~ of the covers produced by PF~PD for our
reports ave een one incorre --~ ~'aT of which would
ave resu a in secu i v not sent them
ac or reprin ing. ne ~.nvo es. .It is crystal
c ear rom my star point t t t e qua ity control of preparation,
DIR COMP Comments layout, and final proof of covers is in need of
serious improvement.
OGI/SRD ~ A co of a letter of a reciation for excellent
a oc services y t e photographic ranch is attached
to this questionnaire.
DIR/COMP Comments
OCR/ISG Question 19, disseminated properly? I assume
our pro is are sseminate per our instructions
ut n rea y aw--excep wen earn of
some g gone wrong ut t is qtu a rare.
DIR COMP Comments
DIR/COMP Comments
DIR COMP Comments
Declassified in Part - Sanitized Copy Approved for Release 2012/08/24 :CIA-RDP90-003798000100150001-8