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CONTENTS UNIT
1. INTRODUCTION TO QUALITY MANAGEMENT UNIT
8.EVIDENCE BASED DECISION MAKING UNIT
9. RELATIONSHIP MANAGEMENT |
REVIEW
units 7-9 1. Match the word/phrase to its definition.
1.
Do
the quiz. 1.
Two «quality gurus» that were involved in training Japanese manufacturers in
the 1950's were: A) Crosby and Shewhart
B) Crosby and Juran
C) Juran and
Deming D) Deming and Crosby 2. Which of the following is a principle of
total quality management? A) Continuous process improvement B) Continuous productivity improvement C) Continuous value enhancement D) Continuous defect elimination 3. The difference between and internal and an
external customer is: A) Internal customers usually work in the
business, external customers do not. B) External customers care about what they
receive, internal customers do not. C) Internal customers do not evaluate
quality, and external customers do. D) Quality-oriented businesses care only
about external customers. 4.
For services, a quality dimension that can be important would be: A) Deliverables B) Inputs C) Tangibles D) Durability 5. The most frequently used framework for
obtaining continuous improvement is: A) The plan-do-check-act cycle B) Quality function deployment C) The quality circle D) The cause and effect process 6. Costs associated with efforts to prevent
errors are A) Appraisal costs B) Direct costs C) Prevention costs D) Expected costs 7. A commonly used structure for continuous
improvement is known as A) The principle of quality B) The quality improvement story C) Benchmarking D) The Kano model 8.
An ISO9000 certified business: A) Has shown that it produces high quality
products. B) Has demonstrated six sigma quality. C) Has shown that it has quality systems in
place. D) Has demonstrated a quality reputation. 9. DMADV refers to A) Design of new products B) Improvement of existing products C) ISO 9000 2000 certification D) The Baldrige
award 10. Which of the following is not a criterion
for the Malcomb Baldrige
Award? A) Leadership B) Defect rate C) Process management D) Business results 3
Role-play. You are a Project Team. Discuss the main parameters of the future
package. Use suitable phrases
from the boxes
below.
4 Discuss these
questions in your group. 1.
What are the advantages and
disadvantages of working in a team in comparison to working in alone? 2.
What is the most and the least
important things in a group work? Arrange the mentioned below factors
according to degree of their importance. ·
personal attitudes ·
technical knowledge and skill ·
diplomacy ·
activity ·
ability to do work fast ·
personal interest ·
ability to listen to other people ·
ability to manipulate people ·
ability to make the work seem funny
·
ability to concentrate ·
ability to stand up you point of
view ·
ability to sacrifice you free time ·
anxiety ·
fear of losing your job 3.
What principles would you follow if
you work in a team? 4.
Will you choose a role of
coordinator or executor? Explain your choice. 5.
If you were a team coordinator,
what way would you behave? What behavior would you expect from your team in
that case? Give an example of an ideal leader. What makes him/ her the best? 5. Video You are
going to watch Mona Chalabi talking about an
attempt to take the numb out of numbers. She's left with lots of «ers». 5.1 Fill in the missing information after
watching the video. I'm
going to be _______ about statistics today. If that makes you immediately
feel a little bit wary, that's OK, that doesn't make you some kind of _______
conspiracy theorist, it makes you skeptical. And when it comes to numbers,
especially now, you should _______ skeptical. But you should also be
able to tell which numbers are reliable and which ones aren't. So today I
want to try to give you some tools to be able to do that. But before I do, I
just want to _______
which numbers I'm talking about here. I'm not talking about
claims like, «9 out of 10 women recommend _______ anti-aging cream». I think a lot of
us always roll our eyes at numbers like that. What's different now is people
are questioning statistics like, «The US unemployment rate is five percent».
What makes _______
claim different is it doesn't come from a private company, it
comes from the government. About 4 out of 10 Americans distrust the economic data that gets
reported by government. Among supporters of President Trump it's even higher;
it's about 7 out of 10. I don't need to tell anyone here that there are a lot
of dividing lines in our society right now, and a _______ of them start to make sense, once
you understand people's relationships with these government numbers. On the
one hand, there are those who say these statistics are crucial, that we need
them to make sense of society as a whole in order to move _______ emotional
anecdotes and measure _______ in an objective way. And then there
are the others, who say that these statistics are elitist, maybe even rigged;
they don't make sense and they don't really reflect what's happening in
people's everyday lives. It kind of _______
like that second group is winning the argument right now. We're
living in a world of alternative facts, where people don't find statistics
this kind of common ground, this starting point for debate. This is a
problem. There are actually moves in the US right now to get rid of some
government statistics altogether. Right now there's a bill in congress about
measuring racial inequality. The draft law says that government _______ should not be
used to collect data on racial segregation. This is a total disaster. If we
don't have this data, how can we observe discrimination, let alone fix it? In
other words: How can a government create fair policies if they can't measure
current levels of unfairness? This isn't just about discrimination,
it's everything — think about it. How can we legislate on health care if we
don't have good _______
on health or poverty? How can we have public debate about
immigration if we can't at least agree on how many people are entering and
leaving the country? Statistics come from the state; that's where they got
their name. The point was to better measure the population in order to better
serve it. So we need these government numbers, but we _______ have to move
beyond either _______ accepting or
blindly rejecting them. We need to learn the skills to be able to spot bad
statistics. 5.2 After
watching the video say in what context the following words and phrases were
mentioned. ·
when I was working in a statistical
department ·
the United Nations ·
how many Iraqis had been forced
from their homes ·
we were making decisions that
affected the accuracy of our numbers ·
I started to feel really
disillusioned with our work ·
who could really tell us were the
Iraqis let alone ·
and they rarely got the chance to
find our analysis, ·
to
be able to question them. ·
a data journalist ·
to be a geek or a nerd ·
they're smart while pretending
they're humble ·
absolutely anyone can do this 3. Say if
these statements are true or false. 1.
One of things that's
really changed people's relationship with numbers, and even their trust in
the media, has been the use of political polls. 2.
I personally have a lot of issues
with political polls because I think the role of journalists is actually to
report the facts and not attempt to predict them. 3.
Based on national elections in the
UK, Italy, Israel and of course, the most recent US presidential election,
using polls to predict electoral outcomes is about as accurate as using the
moon to predict hospital admissions. 4.
Our societies have become really
diverse, which makes it difficult for pollsters to get a really nice
representative sample of the population for their polls. 5.
People are really reluctant to
answer their phones to pollsters, and also, shockingly enough, people might
lie. 6.
The probability of a Hillary
Clinton win was communicated with decimal places. Instead of finding out the
probability of getting the flu in any given month, you can see the rough
distribution of flu season. 7.
The point of these shaky lines is so
that people remember these imprecisions, but also
so they don't necessarily walk away with a specific number, but they can
remember important facts. 8.
Facts like injustice and inequality
leave a huge mark on our lives. 9.
Facts like Black Americans and Native
Americans have shorter life expectancies than those of other races, and that
isn't changing anytime soon. 10.
Facts like prisoners in the US can
be kept in solitary confinement cells that are smaller than the size of an
average parking space. |