CONTENTS

TITLE PAGE

INTRODUCTION

UNIT 1. INTRODUCTION TO QUALITY MANAGEMENT

UNIT 2. EVOLUTION

UNIT 3. CUSTOMER FOCUS

REVIEW units 1-3

UNIT 4. LEADERSHIP

UNIT 5. ENGAGEMENT OF PEOPLE

UNIT 6. PROCESS APPROACH

REVIEW units 4-6

UNIT 7. IMPROVEMENT

UNIT 8.EVIDENCE BASED DECISION MAKING

UNIT 9. RELATIONSHIP MANAGEMENT

REVIEW units 7-9

UNIT 10. QUALITY STANDARDS

UNIT 11. QUALITY MANAGEMENT SOFTWARE

UNIT 12. QUALITY CONTROL

REVIEW units 10-12

UNIT 13. QUALITY ASSURANCE

UNIT 14. SERVICE QUALITY

REVIEW units13-14

APPENDIX

CONCLUSION

REFERENCES & RESOURCES

REVIEW units 10-12

 

1.                Match the packaging purpose from the left column to it’s definition in the right column.

2.     Portion control

a)     Some packages contain desiccants or Oxygen absorbers to help extend shelf life. Keeping the contents clean, fresh, sterile and safe for the intended shelf life is a primary function.

3.     Security

 

b)    Small objects are typically grouped together in one package for reasons of efficiency.

4.     Convenience

c)     The packaging and labels can be used by marketers to encourage potential buyers to purchase the product.

5.     Physical protection

 

d)    Packages also can include anti-theft devices, such as dye-packs, RFID tags, or electronic article surveillance.

6.     Barrier protection

e)     Bulk commodities (such as salt) can be divided into packages that are a more suitable size for individual households.

7.     Containment or agglomeration

f)      Packages can have features which add convenience in distribution, handling, stacking, display, sale, opening, reclosing, use, and reuse.

8.     Information transmission

g)     Packages and labels communicate how to use, transport, recycle, or dispose of the package or product.

9.     Marketing

h)    The objects enclosed in the package may require protection from, among other things, shock, vibration, compression, temperature, etc.

 

2.                Read the descriptions.  What is the word for each one? The first letter is already there. There is one space for each other letter in the word. For questions 1-10, write the words.

1.     a malleable, silvery metallic element obtained chiefly from cassiterite. It is used to coat other metals to prevent corrosion t _ _

2.     scholarly or scientific investigation or inquiry r _ _ _ _ _ _ _

3.     chemical substance which is added, especially one which is added to food to improve its appearance or to prevent it going bad c_ _ _ _ _ _ _ a _ _ _ _ _ _ _ _

4.     any organism, such as a bacterium, protozoan, or virus, of microscopic size – m_ _ _ _ _ _ _ _ _ _ _ _ _ _ _

5.     to preserve by salting – p _ _ _ _ _ _ _

6.     to measure the weight of smth. – w _ _ _ _

7.     homogeneous mixture or solid solution of two or more metals – a _ _ _ _

8.     a piece of paper, card, or other material attached to an object to identify it or give instructions or details concerning its ownership, use, nature, destination – l _ _ _ _

 

3.                Match the words in list A with their synonyms in list B.

to transport

to prepare

to wrap

to keep

to cook

to make a deal

to store

to spoil

to produce

to make better

to contract

to preserve

to set

to manufacture

to conserve

to pack

to improve

to deliver

to go bad

to put

 

4.                Complete each sentence with a word from the list. Say to what sphere of life this definition of label belongs to.

warnings   container   symbols   legend   label   identification   addresses

 

A 1)______  is a piece of paper, polymer, cloth, metal, or other material affixed to a 2)______  or article, on which is printed a 3)________ , information concerning the product, 4)________ , etc. Many types of 5)________ for package labeling are nationally and internationally standardized. Labels have many uses: product 6)________, name tags, advertising,7) ________, and other communication.

 

5. Video.

You are going to watch Jim Hemerling, who is an organizational change expert BCG's, talking about smart ways to deal with, and even grow from, the unavoidable and accelerating transformations taking place at work.

5.1 Fill in the missing information after watching the video.

 

Have you ever noticed _______ you ask someone to talk about a change they're making for the better in their personal lives, they're often really energetic? Whether it's training for a marathon, picking up an old hobby, or learning a new skill, for most people, self-transformation projects occupy a very positive emotional space.

Self-transformation is _______, energizing, even exhilarating. I mean just take a look at some of the titles of self-help books: «Awaken the Giant Within», «Practicing the Power of Now», or here's a great one we can all relate to, «You are a Badass: How to Stop Doubting Your Greatness and Start Living an Awesome Life».

When it comes to self-transformation, you can't help but get a sense of the excitement. But there's another type of transformation that occupies a very different emotional space. The transformation of organizations. If you're like most people, when you hear the words «Our organization _______  going to start a transformation», you're thinking, «Uh-oh».

«Layoffs». The blood drains from your face, your mind goes into overdrive, frantically searching for some place to run and hide.

Well, you can run, _______  you really can't hide. Most of us spend the majority of our waking hours involved in organizations. And due to changes in globalization, changes due to advances in technology and other factors, the reality is our organizations are constantly having to adapt. In fact, I call this the era of «always-on» transformation.

When I _______  this idea with my wife Nicola, she said, «Always-on transformation? That sounds exhausting». And that may be exactly what you're thinking — and you would be right. Particularly if _______  continue to approach the transformation of organizations the way _______  always have been.

 

5.2 After watching the video say in what context the following words and phrases were mentioned.

·                   because we can't hide, we need to sort out two things

·                   transformation is so exhausting

·                   change is hard

·                   people naturally resist change

·                   leaders often wait too long to act

·                   everything is happening in crisis mode

·                   tends to be exhausting

·                   focus on the short-term results

·                   give any hope for the future

·                   take a superficial one-off approach

·                   return back to business as usual as soon as the crisis is over

 

5.3 Say if these statements are true or false.

1.                In order to get test scores to go up, teachers will end up teaching to the test.

2.                Most transformations have financial and operational goals.

3.                To motivate more broadly, the transformation needs to connect with a deeper sense of purpose.

4.                The LEGO Group has become an extraordinary global company.

5.                Too many transformations are nothing more than head-count cutting exercises; layoffs under the guise of transformation.

6.                In the face of relentless competition, it may well be that you will have to take the painful decision to downsize the organization, just as you may have to lose some weight in order to run a marathon.

7.                  The third imperative for putting people first is to enable people with the capabilities that they need to succeed during the transformation and beyond.