Page 26 - Print21 July-Aug 2018 Magazine

Currie cover story
Setting benchmarks
for industry service
Contemporary printing is a technology-driven manufacturing industry. In factories and shops around Australia & New Zealand it utilizes sophisticated machinery, software, computers and workflows, frequently operating 24/7. In order to achieve optimum productivity everything in the complex process needs to perform reliably and as expected. When the unexpected fault occurs service response in terms of time and expertise becomes the crucial factor. That’s where the Currie Care Centre comes in.
It’s no coincidence that Currie Group, the largest independent equipment supplier to the graphic arts industry across Australia and
New Zealand, has one of the largest service teams in the industry. Almost 70 years ago the company started out as service engineers in Melbourne under Bill Currie, father of current executive chairman, David Currie. As printing engineers the business thrived for many years before transforming into the high- profile technology supplier that is today’s Currie Group.
One thing that hasn’t changed
in the company’s journey towards modernity and the future is the service ethos that first brought it recognition and reputation. The benchmark of the printing industry service offering is the Currie Care Centre, informed by the tradition of ensuring printers can rely confidently on expert knowledge and prompt service response times.
Marcus Robinson’s approach
as service manager Australia &
New Zealand is deeply influenced by Currie Group culture. Starting out by serving his electrical apprenticeship with the company, he’s spent most of his 19 years there looking out
for the service needs of the widest range of Australian and New Zealand commercial printers and label converters. From HP Indigo digital printing, Horizon finishing, Cron CTP and Scodix digital embellishing, Robinson has earned a reputation
of being one of the best service professionals in the region.
There is a down to earth pragmatism about the Currie Care Centre and Robinson that likely draws its inspiration from how it all began. Trade credentials are recognised as important as college
degrees. “When I started I was fixing offset presses, but then one day I was called into the office to answer the phone when someone was sick. That’s a long time ago and I’ve never been back on the tools since.
“A lot has changed since then, the company has grown, the industry
has evolved and diversified but one thing that has remained strong is our loyal customers, some who have been with us for over 50 years. We must be doing something right.”
A measure of the importance attached to his role by the Group can be seen in the number of employees that are dedicated
to providing service. Over 60 percent of all the individuals that work within Currie Group are in the operations team, focused on delivering service via the Currie Care Centre. Through the Centre ‘Currie Care’ is a service contract offering whose benefits Robinson is continually promoting. Although not every customer signs on he’s convinced it makes good sense.
“We promote Currie Care because it works for printers. When you
sign on you know there’ll be no unbudgeted costs; it helps with business planning and peace of mind
with no unexpected spare parts or engineer labour costs. We work on a monthly charge basis that our Currie Care customers incorporate into their budgets. We carry out planned preventative maintenance throughout the year to ensure machines are operating at optimal performance to prevent machinery break down’s or any unplanned stoppages. It lets us work very proactively with our customers,” said Robinson.
Sophisticated technology
HP Indigo is the premier digital production press brand in the industry with machines serving commercial printing, labels and packaging. It led printing towards
its digital destiny and is still blazing the trail in new forms and methods of production. No new technology emerges without teething problems and the Currie Care Centre and Robinson have been at the forefront of printing’s engagement with digital technology. The challenges faced along the way helped define the professionalism and sophistication of the current service response. As the company responsible for every aspect of the brand in the local market, Currie Group had to up-
skill from its traditional expertise to servicing the latest in high technology electronics, computers and high-speed data transmission.
To meet this challenge Robinson embarked on recruiting graduates with the required skill sets.
“Gone are the days when we were only looking for electricians or fitters and turners. Now we want skilled engineers, university trained or industry experienced recruits with
26 Print21 JULY/AUGUST 2018