Craig Cochran is the north metro regional manager with Georgia Tech’s Economic Development Institute. He’s the author of ISO 9001 in Plain English, Customer Satisfaction: Tools, Techniques and Formulas for Success, The Continual Improvement Process: From Strategy to the Bottom Line, and Becoming a Customer Focused Organization, all available from Paton Professional. Georgia Tech’s Enterprise Innovation Institute can be reached at http://innovate.gatech.edu.