Учебное пособие по английскому языку для студентов неязыковых вузов специальности "Государственное и муниципальное управление". Касторнова О.Н. - 95 стр.

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2. Match the words and phrases in the box to the correct headings. Use
the Vocabulary notes if necessary.
after sales care consumer satisfaction questionnaire
compensation
faults monitoring defects routine checks flaws
inspection
minimum standard goodwill payment warranty zero defects
3. Think of a product or service that you have complained about. Tell
your partner what the problem was and whether it was solved.
Reading I: 1. Read the first paragraph of the article. Then complete the
sentence below.
In the past, quality meant__________; nowadays, business people believe
that quality means______________.
2. Read the article.
New-style quality
Old-style excellence got a bad name, says Tony Jackson. The aim should
be to provide a product over and over
again and make it the best you can. The
term “quality” is one of the most misused
in the business world. What exactly does
it mean? Our grandparents would have
been in no doubt. Quality meant
excellence: a thing was the best of its
kind, and that was that. A Stradivarius
violin had quality, a tinker's fiddle did not. In business, however, the word has
acquired a very different meaning. As defined by the American statistician
Edward Deming some 50 years ago, quality means consistency, a lack of
PROBLEMS
QUALITY CONTROL
CUSTOMER SERVICE
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                 2. Match the words and phrases in the box to the correct headings. Use
         the Vocabulary notes if necessary.
            after sales care      consumer satisfaction questionnaire      compensation
           faults      monitoring    defects     routine checks      flaws     inspection
             minimum standard        goodwill payment       warranty       zero defects



                                         PROBLEMS


                                   QUALITY CONTROL




                                  CUSTOMER SERVICE




                3. Think of a product or service that you have complained about. Tell
         your partner what the problem was and whether it was solved.
                Reading I: 1. Read the first paragraph of the article. Then complete the
         sentence below.
                In the past, quality meant__________; nowadays, business people believe
         that quality means______________.
                2. Read the article.

                                        New-style quality
                Old-style excellence got a bad name, says Tony Jackson. The aim should
                                                  be to provide a product over and over
                                                  again and make it the best you can. The
                                                  term “quality” is one of the most misused
                                                  in the business world. What exactly does
                                                  it mean? Our grandparents would have
                                                  been in no doubt. Quality meant
                                                  excellence: a thing was the best of its
                                                  kind, and that was that. A Stradivarius
         violin had quality, a tinker's fiddle did not. In business, however, the word has
         acquired a very different meaning. As defined by the American statistician
         Edward Deming some 50 years ago, quality means consistency, a lack of

                                                                                        95
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