新职业英语视听说教程2Unit-6课件

1、Unit 6 Quality 2021/6/71 Unit 6 Quality After studying this unit, you should be able to: receive a quality complaint conduct an effective investigation of a quality problem take necessary corrective 2. _; 3. Lack of raw material. Manpower 1. Inadequate capability; 2. _; 3. Lack of skill. B. Wrong ty

2、pe for job C. Lack of knowledge Unit 6 Quality 2021/6/734 Unit QualityListening 2/TASK 1 Cause Investigation 1. Warming-up When investigating the root cause of a quality problem, people often investigate four elements. Discuss with your partner and try to complete the following checklist. A. No or p

3、oor proceduresB. Wrong type for job C. Lack of knowledgeD. Poor maintenance or design Machine/ Equipment 1. Incorrect tool selection; 2. _; 3. Poor equipment or tool placement; 4. Defective equipment or tools. Methods1. _; 2. Practices are not the same as written procedures. D. Poor maintenance or d

4、esign A. No or poor procedures Unit 6 Quality 2021/6/735 Unit QualityListening 2/TASK 1 New Words if its “to spec.”, we think its up to grade. Bill: You mean there are no more quality checks along the rest of the production line? Victor: Yes. Filling, capping, labeling and packaging are all done by

5、machines. But it looks as if we should start sampling at the filling stage from now on. Unit 6 Quality 2021/6/777 Unit QualityListening 2/TASK 1 Cause Investigation Bill: Yes, quite! Victor, please have your people conduct a full inspection of any of that batch still left in the warehouse. Dave, wou

6、ld you please look into the cause with the support of Hunter? Lets meet here again at 2:00 this afternoon. Unit 6 Quality 2021/6/778 Unit QualityListening 2/TASK 2 Cause Discovery (At 2:00 p.m., a second meeting is held with the same people present.) Bill: Good afternoon, guys. How are things going?

7、 Dave: Good news. Weve found the cause and fixed the problem already. Bill: Really? Hunter: Yes. The problem was with one of the piston filling heads of the shampoo filler. Victor: What was wrong? Hunter: The computer that controls the shampoo filler was infected by a virus, and this made one piston

8、 filling head suspend operation for five seconds every day. Dave: You know, under normal circumstances, it takes 50 seconds to fill a bottle. The suspension means that each day there was one bottle with one-tenth less product. Unit 6 Quality 2021/6/779 Unit QualityListening 2/TASK 2 Cause Discovery

9、Bill: I get it. Have you corrected the program? Hunter: Yes. And our technicians will monitor the program at fixed intervals from now on. Victor: Our QC inspectors have found five bottles short of filling in our stock. Jenny: They also found three more at Guru. Bill: Joyce is a newly-developed produ

10、ct launched last year, and it has built a very good reputation so far. I think we should look into our QC systems and see if there are any other potential problems. Jenny: I agree. However, finding the solution so quickly this time will surely satisfy Guru and hopefully, its customers. Guru is our N

11、o. 1 distributor and we must keep them happy! Bill: Yes, lets talk about compensation now. Unit 6 Quality 2021/6/780 Unit QualityWatching 2/TASK 1 Feedback and Correction (Frank arrives at the Guru Supermarket to give Susan feedback.) Frank: Hi, Susan. Im back. Susan: Hi, Frank. Nice to see you agai

12、n! Ive been looking forward to hearing from you. Frank: Well, good news! Weve found the cause: there was something wrong with one of the shampoo-filling machines. Susan: I dont understand. You know, Ive no idea about shampoo production. Frank: Well, the process goes through six main steps, that is,

13、compounding, QC check, filling, capping, labeling and packaging. The problem occurred in the filling step. Susan: Really. What was it? Frank: After the QC check, the shampoo is pumped into a holding tank, then filled into the bottle on the production line. Unit 6 Quality 2021/6/781 Unit QualityWatch

14、ing 2/TASK 1 Feedback and Correction Susan: The shampoo-filling machine? Frank: Yes. When the empty bottles move along a conveyor belt to the filling carousel which holds the shampoo, they are filled with shampoo. Susan: How did short filling occur then? Frank: A computer is used to control the fill

15、ing time and speed. And one computer controlling the filling machine was infected with a virus and made one filling head suspend operation for five seconds every day. So this is what led to the short filling. Susan: I see. Well, its good you have solved the problem. Ill contact my customers and let

16、them know. Unit 6 Quality 2021/6/782 Unit QualityWatching 2/TASK 2 Complaint Settling (Susan and Frank meet Helen and Shirley to settle the complaint.) Susan: Good afternoon. Were sorry for all the inconvenience this has brought you. This is Frank, the manufacturers sales representative. Frank: How

17、do you do? Helen &Shirley: How do you do? Frank: I dont usually get to meet customers, but since this is a very special case, I want to make sure things are settled to your complete satisfaction. Helen: Well, I always buy your brands because of their high quality. When I found one bottle was short-f

18、illed, I was surprised but thought there must have been a fault of some sort. Unit 6 Quality 2021/6/783 Unit QualityWatching 2/TASK 2 Complaint Settling Frank: Youre absolutely right. We wont risk losing customers by doing this on purpose! Actually, there was a technical problem with our shampoo-fil

19、ling machines, and now weve fixed it. I promise this wont happen again in future. Shirley: Im also a faithful user of Joyce shampoo. I like its unique fragrance. Frank: What we can do is refund you the cost of the defective bottles and offer each of you three bottles of shampoo in compensation. Hele

20、n: Thats great! Shirley: Thank you! Unit 6 Quality 2021/6/784 Unit QualityWatching 2/TASK 2 Complaint Settling Frank: And thank you for choosing our products and drawing our attention to such a serious mistake. To show our gratitude, wed like to invite you both to visit our head office in Guangzhou

21、at our expense. Helen: Wonderful! Shirley: Thats very generous of you. Frank: Please let me know when would be convenient for you both Unit 6 Quality 2021/6/785 Unit QualityFurther Listening To Whom It May Concern: I am writing regarding a tour that my wife and I took with your company on February 2

22、6, 2006. The brochure stated that we would see some of the most interesting sights of the city. Since we had visited the city before, we looked forward to seeing some new attractions . On the morning of February 26, our tour guide picked us up in a small van . It did not look like any tour bus I had

23、 ever seen. Our tour guide drove us to the waterfront area and said that we could explore the area on our own . The tour guide said that he had to leave for a short time to arrange for our lunch. By the time the tour guide came back, three hours had gone by ! I was very angry and confronted him. I t

24、old him that this was the worst tour I had ever been on . I am asking for a complete refund of the price of the tour. Please send a check to the address above for $150.00 at your earliest convenience I have enclosed a copy of the receipt for the tour. Sincerely, Kayne East Script by Dr. Lucy Tse Unit 6 Quality 2021/6/786 Unit QualityFurther Watching A: Good morning, Miss Peng, Is there anything I can do for you? B: Whats wr