国开电大《管理英语3》形成性考核7答案

国开04019管理英语3任务7
说明:如果课程
1:-I suggest you offer affected customers a discount on theirnext store purchase, explain the situation and apologize tothem.-Right, of course.: I’ll get on it right away.; I got it now.; Iunderstand perfectly.
2:- I’d like to take a look first atthose structural support beams that were going to be put inplace on the second floor.-, here’s your jacket and helmet, and you’dbetter put on these boots as well – it’s our site policy.: Good; You’rewelcome; Certainly
3roper controls that should  developedas part of routine safety procedures were not in place.: has been; have been;be
4:Then the situation  worse by humanerror because of the lack of proper training.: was; was made; has became
5:The products of this company are always  to standard, they have very strict qualitycontrol process.: close; down; up
7:- How is everything going?- , we’ve been quite busy this month and there’sbeen quite a lot of progress since the last inspection.: You can just look; Asyou can see; Please just look around
8:-What’s the latest situation with all these customer complaints we’ve beenreceiving?-the quality of the material has not always been up to standard.: Ibelieve; I’m afraid; I think
9:I’m going to have a  with Mark aboutthis issue tomorrow.: speech; sentence; word
10et’s go  the reports on the latestwork.: over; with; to
11:Not only  many cars built in the 1970sugly and poorly designed, they also became very unreliable after 40-50 thousandmiles.: was; are; were
13:Unluckily, some Quality Management System failures  headlines.: do make; does make; do not make
14:Apple almost lost its dominance in the smartphone market  it became clear that it was difficult to makea call using the much expected iPhone 4.: when; that; where
18:Our new school building is  construction.: under; in; having
21:- about it now?-Every time a customer has complained we’ve followed ourstore policy and offered them an exchange or a full refund.: What’s the plan;What’s be doing; What’s being done
22:A Chinese company is going to  overthe well-known Japanese company TOSHIBA Corporation.: get; take; turn
15:二、听力理解点击听对话录音，根据对话内容判断正误(每题10分)。 TASK4TEST.MP3操作提示:句子正确选择下拉选项框为“T”;句子错误选择下拉选项框为“F”。?

1. Mike is met by an engineer at theconstruction site.

2. The construction site doesn’t look verybusy.

3. Mike doesn’t inspect the wholeconstruction site.

4. It is not the first time theconstruction site being inspected.

5. Fraser knows clearly how the quality iscontrolled at the construction site.

19:二、听力理解听对话录音，根据对话内容，找出“COLUMNA”中的各方是如何应对产品质量问题的(每题10分)。 TASK3TEST.MP3操作提示:通过下拉框选择的正确答案。 COLUMN ACOLUMN B1. Customers{Trying to understand and solve theproblem; Talking to the supplier; Making complaints to the store; Offeringcustomers an exchange or a full refund; Reporting the quality problem to themanager}2. The store{Trying to understand and solve the problem; Talking to thesupplier; Making complaints to the store; Offering customers an exchange or afull refund; Reporting the quality problem to the manager}3. The purchasingdepartment{Trying to understand and solve the problem; Talking to the supplier;Making complaints to the store; Offering customers an exchange or a fullrefund; Reporting the quality problem to the manager}4. The manager{Trying tounderstand and solve the problem; Talking to the supplier; Making complaints tothe store; Offering customers an exchange or a full refund; Reporting thequality problem to the manager}5. Frank{Trying to understand and solve theproblem; Talking to the supplier; Making complaints to the store; Offeringcustomers an exchange or a full refund; Reporting the quality problem to themanager}

23:二、听力理解听对话录音，根据对话内容完成下方
(每题10分)。 TASK3TEST.MP3。操作提示:通过题干后的下拉框选择的正确答案。 1. What is the product they are talking about? {A; B; C} A. Skirts.B. Shirts. C. Materials.2. What is the problem with the product? {A; B; C} A.Quality. B. Color. C. Quantity.3. Who first finds out the problem? {A; B; C} A.The supplier. B. The customer. C. The store.4. Who first receives thecustomer’s complaints? {A; B; C} A. The supplier. B. The manager. C. Thestore.5. What is the source of the problem? {A; B; C} A. The purchasingdepartment. B. The store. C. The supplier.

20:二、完型填空(每空10分)。操作提示:通过
中的下拉选项框选择恰当的词语补全填空。 Total Quality Management (TQM) Total Quality Management (TQM) is a{comprehend; comprehensive; comprehension} and structured approach to organizationalmanagement that seeks to improve the quality of products and services {with;through; in} ongoing refinements in response to continuous feedback. TQMrequirements may be defined separately for a particular organization {or; and;as} may be in adherence to established standards, such as the InternationalOrganization for Standardization’s ISO 9000 series. TQM can be applied to anytype of organization; it originated in the manufacturing sector and has sincebeen adapted for use in almost every type of organization imaginable, {among;besides; including} schools, highway maintenance, hotel management, andchurches. As a current focus of e-business, TQM is based on quality management{from; to; at} the customer’s point of view.

17:二、阅读理解阅读下面的文章，根据文章内容判断文章后的句子是正确(T)还是错误(F)。(每题10分)NOTABLE QUALITY MANAGEMENT FAILURES A Quality Management System(QMS) should clearly understand customer requirements, and to provide gooddesign, qualified production in an effective and efficient way.? When theQuality Management System fails to fulfill its function and customerrequirements are not met, customers might be upset; management and employeesboth might be unhappy, but its negative influence is not so wide-spread.Unluckily, some Quality Management System failures do make headlines. Here arethree cases of famous quality management failures: 3 MILE ISLAND The worstnuclear disaster in U.S. history broke out at the 3 Mile Island reactorfacility in eastern Pennsylvania in March 1979.?Proper controls that shouldhave been developed as part of routine safety procedures were not in place.Then the situation was made worse by human error because of the lack of propertraining. The only new nuclear power stations built since that day were theones already under construction. FORD PINTO The?Ford Pinto?is the mostwell-known and the worst disaster in the whole U.S. automobile industry in the1970s. Apparently the entire U.S. auto industry decided to spend the 1970sresting on their laurels after building great cars that sold well during thesixties. Not only were many cars built in the 1970s ugly and poorly designed,they also became very unreliable after 40-50 thousand miles. The Pinto tops thelist of QMS failures because of its dangerous design faults and thequestionable ethical decisions made by top management. IPHONE 4 Apple almostlost its dominance in the smartphone market when it became clear that it wasdifficult to make a call using the much expected iPhone 4. Calls were droppedsuddenly and frequently causing wide spread dissatisfaction among loyalcustomers who had upgraded to the new model early on. Independent tests showedthat touching the left side of the case at a certain spot interrupted thesignal and dropped the call – not a great feature for a handheld device mainlyused to make calls.?Meanwhile Apple continued to deny or minimize theproblem.?As the problem continued to make news headlines, Apple eventuallyagreed to a “voluntary” recall to correct the problem. All of the above famous qualitymanagement failures could probably have been prevented if the principles of afully functioning quality management system had been in place. 操作提示:句子正确选择下拉选项框为“T”;句子错误选择下拉选项框为“F”。

1. A company should provide well designedproducts.

2. A company should place company’sinterest at the first place.

3. A company should reduce the amount ofwaste.

4. A company should satisfy all employees’requirements.

5. A company should produce qualifiedproducts.

16:二、阅读理解阅读下面的文章，根据文章内容判断文章后的句子是正确(T)还是错误(F)。(每题10分)NOTABLE QUALITY MANAGEMENT FAILURES A Quality Management System(QMS) should clearly understand customer requirements, and to provide gooddesign, qualified production in an effective and efficient way.? When theQuality Management System fails to fulfill its function and customerrequirements are not met, customers might be upset; management and employeesboth might be unhappy, but its negative influence is not so wide-spread.Unluckily, some Quality Management System failures do make headlines. Here arethree cases of famous quality management failures: 3 MILE ISLAND The worstnuclear disaster in U.S. history broke out at the 3 Mile Island reactorfacility in eastern Pennsylvania in March 1979.?Proper controls that shouldhave been developed as part of routine safety procedures were not in place.Then the situation was made worse by human error because of the lack of propertraining. The only new nuclear power stations built since that day were theones already under construction. FORD PINTO The?Ford Pinto?is the mostwell-known and the worst disaster in the whole U.S. automobile industry in the1970s. Apparently the entire U.S. auto industry decided to spend the 1970sresting on their laurels after building great cars that sold well during thesixties. Not only were many cars built in the 1970s ugly and poorly designed,they also became very unreliable after 40-50 thousand miles. The Pinto tops thelist of QMS failures because of its dangerous design faults and thequestionable ethical decisions made by top management. IPHONE 4 Apple almostlost its dominance in the smartphone market when it became clear that it wasdifficult to make a call using the much expected iPhone 4. Calls were droppedsuddenly and frequently causing wide spread dissatisfaction among loyalcustomers who had upgraded to the new model early on. Independent tests showedthat touching the left side of the case at a certain spot interrupted thesignal and dropped the call – not a great feature for a handheld device mainlyused to make calls.?Meanwhile Apple continued to deny or minimize theproblem.?As the problem continued to make news headlines, Apple eventuallyagreed to a “voluntary” recall to correct the problem. All of the above famousquality management failures could probably have been prevented if theprinciples of a fully functioning quality management system had been in place. 操作提示:句子正确选择下拉选项框为“T”;句子错误选择下拉选项框为“F”。

1. provide well designed products.

2. place company’s interest at the firstplace.

3. understand customer needs.

4. satisfy all employees’ requirements.

5. produce qualified products.

6:二、阅读理解阅读下面的文章，根据文章内容选择答案。(每题10分)THE HISTORY OF QUALITY CONTROL Quality control is a series ofactivities that ensure and improve the quality of products and service. Theterm ‘quality control’ came into common use in the 1950s because of W. EdwardDeming. His ‘Fourteen Points’ have become the bible for quality controlspecialists. When the post-war world returned to regular manufacturing, Demingsaid that inspecting product quality after they were made was unacceptable.Instead, he proposed a process known as ‘statistical quality control’. It woulduse closely monitored performance measures to control quality while a productwas being made. The goal of statistical quality control was to gather data thatwould allow for the constant improvement of manufacturing processes. This wouldin turn improve quality control. Another important principle of Deming’sbeliefs was that upper management should be responsible for quality failures.He strongly believed that it was possible for the workers to work hard toproduce the highest quality products if they were given the right tools andworking environment. In Deming’s own words, ‘the basic cause of sickness inAmerican industry and the resulting unemployment is a failure of top managementto manage.’ He believed that strong leadership led to a motivated work force.If strong leadership is the term for managers in a quality environment, thenempowerment is the key concept for workers in Deming’s system. Improvededucation and training are key factors in reaching employees and making thembelieve that their increased participation in the work process is an essentialpart of improving quality. Involvement, participation, and teamwork are seen asabsolute ‘must haves’ if a quality workplace is to be created. The Japanesewere the first to use Deming’s Fourteen Points, and made great success. As anexample, one Japanese factory doubled production in just one year and wasexpecting to gain an additional 25 percent improvement the following year, withno increase in the amount of working hours. All this happened as a result ofsimply improving quality. It was in the late 1970s that American manufacturingfactories realized that quality control was a significant issue. By that time,Japanese firms such as Honda and Sony were taking over large portions of theAmerican consumer market while it took most American firms until the 1990s toput quality control practices in place.?操作提示:通过题干后的下拉框选择的正确答案。

1. According to W. Edward Deming, what isthe best time to control product quality? e. C. During the production process.

2. When there are quality failures, wheredoes W. Edward Deming think the blame lies? C. In the tools.

3. Which of the following will not help tocreate a quality workplace? A. Working alone.

4. During which period were some Japanesefirms winning American consumer markets over American firms? C. 1970s.

5. According to the passage, which of thefollowing statements about quality control is NOT correct? B. Quality controlcan be done within one department.
12:二、翻译为下面的句子选择正确的翻译(每题10分)。操作提示:通过题干后的下拉框选择的正确答案。

1. Quality control is a series ofactivities that ensure and improve the quality of products and service

2. The goal of statistical quality controlwas to gather data that would allow for the constant improvement ofmanufacturing processes.

3. Involvement, participation, and teamworkare seen as absolute ‘must haves’ if a quality workplace is to be created.

4. It was the late 1970s that Americanmanufacturing factories realized that quality control was a significant issue.

5. Doorways offer no greater protectionthan any other area.。