1. Module 2 ： The Customer Unit 3 Total Quality Management 松江电大 卢翌春 上海电大 倪锦诚

2. Unit 3 Total Quality Management  This unit: --focuses on TQM (Total Quality Management); -- looks at an approach to managing staff.

3.  Business Knowledge 1. get to know the definition of TQM; 2. understand the factors that make up quality; 3. understand the quality problems.  Language Skills 1. learn how to say why something is done; 2. learn to say how something is done; 3. learn how to give an opinion.

4.  商务内容要点 : 全面质量管理的定义, 及其所涉及的质量及人员 管理问题. 全面质量管理的定义, 及其所涉及的质量及人员 管理问题.  语言学习要点 1 ．描述原因、目的及方式的说法 1 ．描述原因、目的及方式的说法２．表示顺序的词语，发表观点的句型３．过去完成时

5. Session 7 What is Total Quality Management In this session, you  ---see that TQM means something quite different  ---read a definition of TQM  ---find out how one company approaches TQM and measures quality  ---study language used to say why and how things are done

6. Traditional idea of Quality Control  Traditional idea of Quality Control is of people in white coats checking finished articles to see if they come up to standard, rejecting those that don’t and investigating problems when they happen. This is a reactive approach to quality-- wait until something goes wrong and then fix it.

7. Activity 1  What is TQM （ Total Quality Management ） --- Total Quality Management is an approach to management which involves a complete dedication to the ideas of quality. It is a proactive approach rather than a reactive process. --- Total Quality Management is an approach to management which involves a complete dedication to the ideas of quality. It is a proactive approach rather than a reactive process. ( Proactive: adj. making things happen rather than reacting to events 〈心理〉前 摄的 ) ( Proactive: adj. making things happen rather than reacting to events 〈心理〉前 摄的 )

8. Total Quality Management  Total means that everyone in the organization is involved in the final product or service to the customer.

9.  Quality does not just mean luxury. We need a way of describing quality that is not subjective. Everyone must understand quality in the same way and then measure it and manage it.

10.  Management recognizes that TQM will not happen by accident. TQM is a managed process which involves people, systems and supporting tools and techniques. It is a proactive rather than a reactive process.

11. Activity 2  Customer’s questions VS Quality 1. How much do I have to pay? →The product is good value for money. →The product is good value for money. 2. When can I have it? → The product is available when the customer wants it. → The product is available when the customer wants it.

12. 3. Do I know what I am getting when I look at you product? → The product is carefully defined. → The product is carefully defined. 4. Is it what I thought it would be? →The product meets the customer’s expectations. →The product meets the customer’s expectations. 5. Is the standard of the product the same on every occasion? → The customer can expect to get the same product every time. → The customer can expect to get the same product every time.

13.  Activity 3 Read the passage and answer the questions

14. Saying why you do something  To do We work very hard to provide total quality. We work very hard to provide total quality.  In order to do They uses four strategies in order to ensure quality. They uses four strategies in order to ensure quality.  So as to do They’ll make improvements so as not to lose customers. They’ll make improvements so as not to lose customers.  So that + clause The company has a questionnaire so that guests can say what they think of the park. The company has a questionnaire so that guests can say what they think of the park.

15. When the purpose is negative, you use  To do → Not to do  In order to do → in order not to do  So as to do → so as not to do

16. Saying how you do something  By doing Cost is assessed by analyzing repeat business. Cost is assessed by analyzing repeat business.  Activity 4~7 (P 80)

17.  Q1 What is Total Quality Management? Total Quality Management (TQM) is an approach to management which involves a complete dedication to the idea of quality. In the term, “Total” refers to the fact that everyone in the organization is involved in the final product or service to the customer. “Quality” does not just mean luxury. It refers to the case that everyone must understand quality in the same way and then measure it and manage it. “Management” is a managed process which involves people, systems and supporting tools and techniques. Total Quality Management (TQM) is an approach to management which involves a complete dedication to the idea of quality. In the term, “Total” refers to the fact that everyone in the organization is involved in the final product or service to the customer. “Quality” does not just mean luxury. It refers to the case that everyone must understand quality in the same way and then measure it and manage it. “Management” is a managed process which involves people, systems and supporting tools and techniques.

18. Q2 What is the difference between TQM and traditional management?  TQM and traditional management are different. In traditional idea of Quality Control, you wait until something goes wrong and then fix it. It is a reactive approach. However, in TQM, you take a proactive approach rather than a reactive process.

19. Session 8 Who is Involved in Total Quality Management  In this session, you --- read more about the idea of TQM; --- read more about the idea of TQM; --- study language used to describe the sequence of events in a process or procedure. --- study language used to describe the sequence of events in a process or procedure.

20. Activity 1 Who Was Responsible?  New Words: 1. aisle: the passageway between separate rows of seats 走廊, 过道 2. cruising level 巡航水平 3. cabin attendant 客舱乘务员 4. marmalade 橘子或柠檬等水果制成的果酱 5. begin its descent 开始下降 6. galley area 舱上厨房区  Who do you think are responsible for this example of poor quality service?

21.  Activity 2  Using sequence markers 1. First ; then; after; when; finally ;afterwards 2. the first step the second/next/following step the second/next/following step the last/final step the last/final step after/before doing (P82-83) after/before doing (P82-83)  Activity 3

22. Using the Past Perfect (Page 83)  had done --- indicate an event came at an earlier moment in the past --- indicate an event came at an earlier moment in the past e.g.. e.g.. By the time the second tray reached the woman sitting next to him, he had already given his tray back to the cabin attendant. By the time the second tray reached the woman sitting next to him, he had already given his tray back to the cabin attendant.

23.  Activity 4 (P84) Read the flow chart and answer questions Read the flow chart and answer questions 1. invoice n. 发票, 发货单, 货物 ; v. 开发票, 记清单 2. accounts 帐目, 帐号 3. availability n. 可用性, 有效性, 实用性  Activity 5 (P84) Blank-filling Blank-filling

24. Session 9 How is Total Quality Management managed ?  In this session, you --- read about one of the criteria for TQM- people management --- read about one of the criteria for TQM- people management --- listen to two people talking about managing staff --- listen to two people talking about managing staff --- study ways of giving an opinion about actions --- study ways of giving an opinion about actions

25.  People Management (one of the criteria for TQM) People Management is defined as: People Management is defined as: How an organization releases the full potential of its people (all of the individuals employed by an organization) to improve its business continuously. How an organization releases the full potential of its people (all of the individuals employed by an organization) to improve its business continuously.

26. Activity 1 People Management  People resources ( staff) are planned, managed and aligned with ( 与... 结盟 follow the same idea/line) the organization’s policy.  The skills (special abilities) and capabilities of the people are preserved (maintained/kept) and developed through recruitment (selection of new staff), training and career progression.

27.  ---People and teams agree targets (goals/objectives/aims) and there is continuous appraisal ( 评价, 估价, 鉴定 ; assessment/evaluation) of performance.  ---The involvement of everyone in continuous improvement is promoted (actively encouraged) and people are empowered ( 授权与, 使能够 given the power) to take appropriate action.

28.  --- Effective top-down and bottom-up communication is achieved. top-down: from management to staff top-down: from management to staff bottom-up: from staff to management bottom-up: from staff to management  Activity 3

29. Activity 3-4 Key Words associated with the management of people  Recruiting the right person for the jobs  Training  Teamwork  Motivation  Communication  Job satisfaction

30. Key Words associated with the management of people  Setting targets/standards  Performance appraisal  Involving everyone in continuous improvement  Empowerment  Supervision

31. Giving an opinion  It is + a. + to do It is safe to swim in this part of the river. It is safe to swim in this part of the river. Gerund + a. Gerund + a. Keeping up to that standard is difficult. Keeping up to that standard is difficult.

32.  Activity 8-9