The Business 2.

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Unit 3 Quality Progress Quiz Name:

Part Reading
Task 1
Look at the four extracts below on Total Quality Management, followed by seven statements.
Which extract does each statement refer to? Mark one letter (A, B, C or D) beside each
statement 1–7.
A C
To understand how to deliver quality, you have to In today’s globally competitive and regulatory driven
understand your customers. Customers now have the marketplace business management systems and standards
power to choose. Every time a customer deals with a are serious stuff. The problem is to identify the key
company they have an experience that influences their processes, standards, legislation and critical issues for
choice to deal with the company. They no longer just the business, to implement sensible systems, to ensure
expect their basic requirements to be met; they now that the company complies with them and to continually
expect them to be exceeded. Everything that is done in improve performance. Business management systems
the company has an impact on the performance of the cross all departmental and organizational boundaries and
business, its compliance with regulations and ultimately sometimes create friction within a business.
customer satisfaction, and much of this is beyond direct
control. The management must involve all the functions
and departments within the business in order to take
D
ownership and to buy-in to the principles of Total Quality
Highly successful businesses are innovative, gain access
Management (TQM) and to understand the benefits it
to relevant knowledge, gain larger and more
can bring.
sustainable contracts and measure, monitor and
continually improve their business processes in a
systematic way. They ensure that each section of the
B business operates in the most efficient and cost-effective
Defining business objectives requires effective way.
coordination of processes and activities across the
business that starts with a shared understanding of
business
goals and co-operation between all departments and all
personnel. When everyone is actively involved in
identifying opportunities for continual improvement in a
way that values their input, their stake in delivering the
results is noticeably greater, and you know the culture is
right to take the business to the next level.

1 When employees feel appreciated, they will make a greater investment into the
quality issues of the company.
2 If a company is innovative, this will lead it to outperform rivals.
3 Management should make quality choices based on what the customer wants.
4 Successful businesses are continually improving their processes.
5 All employees should comprehend what the company is trying to achieve.
6 Because of the range of TQM across all areas of the company, disagreements can occur.
7 Controlling all aspects of how the business operates is very difficult.

2.0 B2 Upper Intermediate Quiz 3

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Part: Grammar
Task 2a
Complete this text with the correct form of the verbs in brackets. The first one has been done
for you. Please only write your answers before you turn your quiz in.
It (0) has been brought (bring) to our attention that a number of items from the flat-pack
furniture range that (1) (purchase) from the South London branch
(2) (return) because of unsatisfactory performance. Complaints have included
lack of all necessary connecting screws and bolts and damaged wooden panels. An investigation of
the origin of the complaints (3) (undertake), but this issue
(4) (must take) seriously by all staff. One flat-pack wardrobe collapsed in a
child’s bedroom and a tragedy could (5) (occur). Is it a problem of
management and supervision, or are the packing machines at fault? Does this coincide with the arrival
of the new manager who (6) (appoint) three months ago? It is his responsibility
to make sure that all machinery (7) (serviced) regularly. A full report (8)
(expect) at the next meeting scheduled a week on Monday where we hope the answers will be
forthcoming.

Task 2b
Write passive questions for the short answers. The first one has been done for you.
0 Your car/service/now? Yes it is.
Is your car being serviced now?
1 Reports/write? No, not yet.

2 Do you think/the targets/reach by next week? Probably not.

3 When/your computer/upgraded? Two months ago.

4 You/ask/to attend the conference? Yes, I have.

5 The email/receive/by the time he call? No, it hadn’t.