Content by Craig Cochran

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Craig Cochran
Last year I had the good fortune of doing some consulting with B&C Specialty Products in Hopeulikit, Georgia. B&C does light manufacturing, primarily plastic molding and assembly, and they...
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Craig Cochran
Customer feedback is the single most important type of communication an organization can receive. It is confirmation of the organization’s purpose in life and its ability to deliver on this purpose....
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Craig Cochran
Internal auditing is one of the most routine improvement tools available to organizations. In fact, it’s so ordinary that auditors sometimes forget the underlying principles of auditing. Auditors...
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Craig Cochran
Customer focus doesn’t evolve on its own. It’s carefully cultivated over time through a variety of processes. At the forefront of this effort is leadership. The organization’s...
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Craig Cochran
Training is profoundly strategic. It’s a process aimed at improving the single most important resource in the organization: people. Nothing affects customer loyalty more than the behaviors and...
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Craig Cochran
Lean means doing the most with what you have. It’s efficiency and intelligence. In the modern economy, lean is a fact of life. Management systems must absolutely be lean, or they will...
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Craig Cochran
Supplier management is one of the most troublesome disciplines within a management system. There’s nothing inherently difficult about it, though. Companies make it difficult by instilling the process...
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Craig Cochran
Editor’s story update 6/15/2017: This article was originally published on our site in 2004. Although it references ISO 9001:2000 rather than the current version of the quality management standard,...
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Craig Cochran
Because information in document form drives nearly every action in any organization, the ability to control this information usually means the difference between success and failure. Thus, document...
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Craig Cochran
The most significant change in the upcoming revision to ISO 9001 is probably not what you'd expect it to be: It's not customer satisfaction, continual improvement or even the process-model structure...