"The customer is the sole reason organizations exist," Craig Cochran points out throughout this concise and practical book, which outlines the fundamentals of building process controls around internal and external customers’ true needs. Cochran walks readers through a self-assessing customer focus inventory and from there explains how an organization can shape its processes to meet its customers’ demands. Learn how to develop customer surveys that produce useful data for refining production and administrative processes. Understand the importance of customer-satisfaction training. Motivate top management to instill a customer-focused orientation throughout the organization.

Becoming a Customer-Focused Organization

Business & Money

Craig Cochran

Processes & Infrastructure

Paton Press

Why does ISO 9001 have to be so confusing? It doesn't. Bestselling author Craig Cochran has translated ISO 9001 into plain English that anyone can understand. ISO 9001 in Plain English was written so that anyone at any level of the organization can get to the heart of the standard's requirements and how they apply to the organization quickly and simply. This straightforward book is ideal for people who are new to ISO 9001, experienced ISO coordinators who want to get more out of an established system, and for employees who just need a basic understanding of what ISO 9001 is and how it applies to them. Cochran explains each of ISO 9001's sections and clauses using real-world examples and frequently asked questions. Plus, he includes samples of: process flow diagrams, process matrix diagrams, records matrix, quality policy, and quality objectives

ISO 9001 in Plain English

Paton Professional

Effective problem solving is equal parts art and science. In this book, Craig Cochran shows how to master both sides of the problem-solving coin by explaining the process step by step. Have you ever wondered why problem-solving efforts that start out strong, with motivated team members and supportive managers, fizzle out before they produce any benefits? Or why it can be so hard to stick with a problem until it s solved? Craig Cochran will explain the answers. This straightforward book is ideal for managers with long-standing business problems, as well as front-line employees who are often intimately familiar with dealing with them. Topics covered include: * Selecting the right problem * Forming effective problem-solving teams * Planning and implementing corrective actions * How to verify effectiveness * Writing a problem statement * Identifying root causes * Defining the current process

Problem Solving in Plain English

Learn the 7 Secrets to Running a Successful Business!\nThere seems to be almost as many management techniques as there are managers, and what works for one company may not work for another. To make matters more difficult, many books on improving management are written like sleeping pills on a page.\nWith this engaging and inspiring book, Craig Cochran rewrites the entire management improvement genre. The 7 Lessons reads like a novel, but its advice, observations, and analysis are built on a rock-solid foundation that will help any manager to improve.\nThe 7 Lessons tells the story of a fictitious Georgia manufacturer facing bankruptcy, and its demoralized and frustrated owner J.T. Ryan. As a last attempt at breathing life back into his company, Ryan begrudgingly hires an unorthodox consultant with some very big ideas about how to fix things. He explains his method through the eyes of the company s folksy managers and employees, and the results are both funny and inspiring.\nCochran shows you how the company learned the 7 lessons through interviews with managers, employees, and customers. You re guaranteed to see some examples that hit close to home!\nChapters include: Neglecting strategy Ignoring your true costs Managing in silos Treating customer complaints as insignificant Ineffective problem solving Hiring the wrong people Not thanking your employees 
Part novel, part textbook, part humor column, The 7 Lessons has something for everyone and your business will improve too!

The 7 Lessons

See the best price to sell, buy, or rent books by Craig Cochran. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Craig Cochran

See the best price to sell, buy, or rent books by Craig Cochran. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Becoming a Customer-Focused Organization

ISO 9001 in Plain English

Problem Solving in Plain English

The 7 Lessons