Just as he did with the bestselling ISO 9001 in Plain English Cochran has written a comprehensive yet easily understandable guide to ISO 9001:2015. ISO 9001:2015 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 9001:2015, experienced ISO coordinators who want to get more out of an established system as they transition to the new standard, and for employees who just need a basic understanding of what ISO 9001:2015 is and how it applies to them. Cochran explains each of ISO 9001:2015’s sections and clauses using real-world examples and frequently asked questions.
Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion
Continual improvement is not optional. It is a condition of survival. Every organization must have systematic methods for making smart decisions, attacking problems, improving its products and services, and repelling competitors. Anything less than a systematic, disciplined approach is leaving your future in the hands of chance. This book presents a range of practical methods for driving continual improvement throughout the organization. The starting point is leadership, with a clear definition of mission, strategy, and key measures. These themes are then carried throughout the enterprise, informing everyone on the issues that matter most to survival and success. Strategic approaches for the deployment of metrics, review of organizational performance, effective problem solving, internal auditing, process orientation, and cultural development are also described in detail. Practical tools and examples are provided at every step of the way, enabling immediate implementation of the concepts. This book is more than a guide to continual improvement; it is a guide to leading and managing any organization.
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. -- From publisher's description.
A comprehensive yet easily understandable guide to internal auditing ... [going] beyond the basics with comprehensive detail about establishing an internal audit program, selecting and training auditors, auditing requirements, interview techniques, planning audits, reporting, audit follow ups, and much more."--Back cover.
Two Olympic skiers, who learned to ski at age three, share their expertise on how to teach children to ski. From the lodge to the lift and down the slopes safely, here are the essential skills the younger skiers need. 100 photographs.
The Quotable is the quarterly publication of quotable writers. Each issue focuses on a theme and a quote. The theme for our October 2014 issue is "Danger." The issue features excellent short fiction, creative non-fiction, and poetry by emerging writers.
Dream killers, ditch diggers, backstabbers...we’ve all had them in our lives. And even though we’d rather avoid them at all costs, God has plans for them—and for us. Joseph (of the coat of many colors) had a life full of these interlopers, from the brothers who wanted to murder him and sold him into slavery, to the conniving wife of his master, Potiphar. Though some might think God abandoned Joseph to these betrayers, Interlopers: The Difficult People and Life Experiences That Prepare Us for Greater helps us understand that God uses such interlopers to transform us and prepare us for greater destinies, just as he did for Joseph, leading us from the pit to the palace while changing us in ways we could never imagine. This book balances nicely the hard truths, suggesting what we need to do to be better and to keep ourselves in the best shape for the paths God has set out for us, along with encouragement for how to do so. It will be an enjoyable addition to the libraries of those looking for encouragement through their struggles and for ways they can actively improve their lives by “simply” changing their views about their struggles.
Do you ever think where you fit in this life? God has a perfect way of using imperfect people, though sometimes it is not seen until we remember the past and open our hearts to the future. Why would God want to use such a broken, imperfect person like me? Journey back with me to the memories that help mold the person of today. These will encourage us to finish strong, serving Christ in the future; make your mission field to be in reach of where ever you are today.
This long-awaited edition brings together for the first time 366 letters, cards and telegrams exchanged between Craig and his patron the cosmopolitan Count Kessler. An important primary source, illuminated by Dr Newman's commentary, it focuses on three areas of particular importance: - 1. Craig's artistic ideas and the spread of his influence through exhibitions and books; proposals are developed for work with Otto Brahm, Eleonora Duse, Max Reinhardt, Henry van de Velde, Eduard Verkade, Leopold Jessner, Dyaghilev, Beerbohm Tree, C. B. Cochran, and others. 2. Kessler's Cranach Press Hamlet with wood-engraved illustrations by Craig; this is a landmark in the history of twentieth-century book design and printing whose genesis is now fully revealed in these letters and amplified with reproductions of eighteen trial page proofs. 3. The relationship between an artist and his patron. Exceptionally detailed indexes are an additional feature of this book
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