Branch Smith

Located in Fort Worth, Texas, Branch-Smith Printing specializes in designing, printing, binding, and mailing-related to sheet-fed printing of multipage bound materials. Products include publications, magazines, catalogs, directories, and books.

Problem / Challenge

Prior to U.S. Leadership’s involvement, Branch-Smith had little exposure to Quality concepts. They had no way to measure the cost of quality, other than time charged as spoilage.


Over a period of two years, U.S. Leadership implemented their “Process for Transformation” methodology, which included Leadership development, development of mission/vision/values, establishment of a measurement system, strengthening of the organization’s capabilities, and establishment of goals to achieve higher levels of excellence.

Result / Benefit


From 1996 to 2002, the Customer Satisfaction ratings ranged from 8.3 to 8.7, while competitors rated 7.9 to 8.1. They experienced a 72 percent growth over four years and held that gain in 2002, when the industry declined more than 6 percent. They have been recognized nationally and locally for their excellence.

  • Baldrige National Quality Award
  • Quality Texas Award