— How is everything going— , we've been quite busy this month and there's been quite a lot of progress since the last inspection.

— I'd like to take a look first at those structural support beams that were going to be put in place on the second floor.— , here's your jacket and helmet, and you'd better put on these boots as well – it's our site policy.

— about it now—Every time a customer has complained we've followed our store policy and offered them an exchange or a full refund.

—I suggest you offer affected customers a discount on their next store purchase, explain the situation and apologize to them.—Right, of

—What's the latest situation with all these customer complaints we've been receiving—__ __the quality of the material has not always been up to standard.

A Chinese company is going to over the well-known Japanese company TOSHIBA Corporation.

Apple almost lost its dominance in the smartphone market it became clear that it was difficult to make a call using the much expected iPhone

I'm going to have a with Mark about this issue tomorrow.

Let's go the reports on the latest work.

Not only many cars built in the ugly and poorly designed, they also became very unreliable after 40-50 thousand miles.

Our new school building is construction.

Proper controls that should developed as part of routine safety procedures were not in place.

The products of this company are always to standard, they have very strict quality control process.

Then the situation worse by human error because of the lack of proper training.

Unluckily, some Quality Management System failures __ headlines.

Quality control is a series of activities that ensure and improve the quality of products and service.

The goal of statistical quality control was to gather data that would allow for the constant improvement of manufacturing processes.

Involvement, participation, and teamwork are seen as absolute 'must haves' if a quality workplace is to be created.

It was the late 1970s that American manufacturing factories realized that quality control was a significant issue.

Doorways offer no greater protection than any other area.

TASK4_TEST.MP3 操作提示：句子正确选择下拉选项框为“T”；句子错误选择下拉选项框为“F”。 1. Mike is met by an engineer at the construction site. {T; F} 2. The construction site doesn't look very busy. {T; F} 3. Mike doesn't inspect the whole construction site. {T; F} 4. It is not the first time the construction site being inspected. {T; F} 5. Fraser knows clearly how the quality is controlled at the construction site. {T; F}"

TASK3_TEST.MP3 操作提示：通过下拉框选择题目的正确答案。 COLUMN A COLUMN B 1. Customers {Trying to understand and solve the problem; Talking to the supplier; Making complaints to the store; Offering customers an exchange or a full refund; Reporting the quality problem to the manager} 2. The store {Trying to understand and solve the problem; Talking to the supplier; Making complaints to the store; Offering customers an exchange or a full refund; Reporting the quality problem to the manager} 3. The purchasing department {Trying to understand and solve the problem; Talking to the supplier; Making complaints to the store; Offering customers an exchange or a full refund; Reporting the quality problem to the manager} 4. The manager {Trying to understand and solve the problem; Talking to the supplier; Making complaints to the store; Offering customers an exchange or a full refund; Reporting the quality problem to the manager} 5. Frank {Trying to understand and solve the problem; Talking to the supplier; Making complaints to the store; Offering customers an exchange or a full refund; Reporting the quality problem to the manager}"

TASK3_TEST.MP3。 操作提示：通过题干后的下拉框选择题目的正确答案。 1. What is the product they are talking about? {A; B; C} 2. What is the problem with the product? {A; B; C} 3. Who first finds out the problem? {A; B; C} 4. Who first receives the customer's complaints? {A; B; C} 5. What is the source of the problem? {A; B; C}

Total Quality Management (TQM) Total Quality Management (TQM) is a {comprehend; comprehensive; comprehension} and structured approach to organizational management that seeks to improve the quality of products and services {with; through; in} ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization {or; and; as} may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, {among; besides; including} schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality management {from; to; at} the customer's point of view."

NOTABLE QUALITY MANAGEMENT FAILURES A Quality Management System (QMS) should clearly understand customer requirements, and to provide good design, qualified production in an effective and efficient way. When the Quality Management System fails to fulfill its function and customer requirements are not met, customers might be upset; management and employees both might be unhappy, but its negative influence is not so wide-spread. Unluckily, some Quality Management System failures do make headlines. Here are three cases of famous quality management failures: 3 MILE ISLAND The worst nuclear disaster in U.S. history broke out at the 3 Mile Island reactor facility in eastern Pennsylvania in March 1979. Proper controls that should have been developed as part of routine safety procedures were not in place. Then the situation was made worse by human error because of the lack of proper training. The only new nuclear power stations built since that day were the ones already under construction. FORD PINTO The Ford Pinto is the most well-known and the worst disaster in the whole U.S. automobile industry in the 1970s. Apparently the entire U.S. auto industry decided to spend the 1970s resting on their laurels after building great cars that sold well during the sixties. Not only were many cars built in the 1970s ugly and poorly designed, they also became very unreliable after 40-50 thousand miles. The Pinto tops the list of QMS failures because of its dangerous design faults and the questionable ethical decisions made by top management. IPHONE 4 Apple almost lost its dominance in the smartphone market when it became clear that it was difficult to make a call using the much expected iPhone 4. Calls were dropped suddenly and frequently causing wide spread dissatisfaction among loyal customers who had upgraded to the new model early on. Independent tests showed that touching the left side of the case at a certain spot interrupted the signal and dropped the call – not a great feature for a handheld device mainly used to make calls. Meanwhile Apple continued to deny or minimize the problem. As the problem continued to make news headlines, Apple eventually agreed to a “voluntary” recall to correct the problem. All of the above famous quality management failures could probably have been prevented if the principles of a fully functioning quality management system had been in place. 操作提示：句子正确选择下拉选项框为“T”；句子错误选择下拉选项框为“F”。 1. A company should provide well designed products. {T; F} 2. A company should place company's interest at the first place. {T; F} 3. A company should reduce the amount of waste. {T; F} 4. A company should satisfy all employees' requirements. {T; F} 5. A company should produce qualified products. {T; F}"

THE HISTORY OF QUALITY CONTROL Quality control is a series of activities that ensure and improve the quality of products and service. The term 'quality control' came into common use in the 1950s because of W. Edward Deming. His 'Fourteen Points' have become the bible for quality control specialists. When the post-war world returned to regular manufacturing, Deming said that inspecting product quality after they were made was unacceptable. Instead, he proposed a process known as 'statistical quality control'. It would use closely monitored performance measures to control quality while a product was being made. The goal of statistical quality control was to gather data that would allow for the constant improvement of manufacturing processes. This would in turn improve quality control. Another important principle of Deming's beliefs was that upper management should be responsible for quality failures. He strongly believed that it was possible for the workers to work hard to produce the highest quality products if they were given the right tools and working environment. In Deming's own words, 'the basic cause of sickness in American industry and the resulting unemployment is a failure of top management to manage.' He believed that strong leadership led to a motivated work force. If strong leadership is the term for managers in a quality environment, then empowerment is the key concept for workers in Deming's system. Improved education and training are key factors in reaching employees and making them believe that their increased participation in the work process is an essential part of improving quality. Involvement, participation, and teamwork are seen as absolute 'must haves' if a quality workplace is to be created. The Japanese were the first to use Deming's Fourteen Points, and made great success. As an example, one Japanese factory doubled production in just one year and was expecting to gain an additional 25 percent improvement the following year, with no increase in the amount of working hours. All this happened as a result of simply improving quality. It was in the late 1970s that American manufacturing factories realized that quality control was a significant issue. By that time, Japanese firms such as Honda and Sony were taking over large portions of the American consumer market while it took most American firms until the 1990s to put quality control practices in place. 操作提示：通过题干后的下拉框选择题目的正确答案。 1. According to W. Edward Deming, what is the best time to control product quality? 2. When there are quality failures, where does W. Edward Deming think the blame lies? {A; B; C} 3. Which of the following will not help to create a quality workplace? {A; B; C} 4. During which period were some Japanese firms winning American consumer markets over American firms? {A; B; C} 5. According to the passage, which of the following statements about quality control is NOT correct? {A; B; C}