商务英语第四节课

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1、ProducingforQuality生产质量Explainhowmanufacturingandservicecompaniesalikeusetotalqualitymanagementandoutsourcingtoprovidevaluetocustomers.解释生产和服务公司怎样采用全面质量管理和外包为客户提供价值的。Quality质量Abilityofaproducttosatisfycustomerneeds.refersto“thetotalityoffeaturesandcharacterist

2、icsofaproductorservicethatbearonitsabilitytosatisfystatedorimpliedneeds.”WhenyoubuyaDVDplayer,youexpectittoplayDVDs.Whenitdoesn’t,youquestionitsquality.Whenyougotoadrive-throughwindow,youexpecttobeservedinareasonableamountoftime.Ifyou’reforcedtositandwait,youc

3、oncludethatyou’rethevictimofpoor-qualityservice.Characteristics不变性drive-throughwindow免下车窗口满足顾客需求的产品能力。他指的是产品或服务总体的特征，这种特征能够满足承担其明确和隐含的需求。例如：当你买一台DVD机时，你希望他能播放DVD。如果他不能播放，那么质量就有问题；当你在免下车窗口时，你希望能在合理的时间内得到服务，如果你被迫坐着等待，你会认为你是劣质服务的受害者。QualityManagement质量管理Tocompete

4、today,companiesmustdeliverqualitygoodsandservicesthatsatisfycustomers’needs.Thisistheobjectiveofqualitymanagement.在竞争激烈的今天，公司必须提供高质量的产品和服务以满足顾客的需求。这就是质量管理的目标。Totalqualitymanagement(TQM)全面质量管理(orqualityassurance)质量保证Allthestepstakenbyacompanytoensurethatitsprod

5、uctssatisfycustomerneeds.,orqualityassurance,includesallthestepsthatacompanytakestoensurethatitsgoodsorservicesareofsufficientlyhighqualitytomeetcustomers’needs.公司为了确保他的产品能够满足顾客需要所采取的全部的措施。Generallyspeaking,acompanyadherestoTQMprinciplesbyfocusingonthreetasks:

6、一般说来，公司坚持全面质量管理的三项原则1.Customersatisfaction顾客满意2.Employeeinvolvement员工参与3.Continuousimprovement持续改进Let’stakeacloserlookatthesethreeprinciples.1.Customersatisfaction顾客满意CompaniesthatarecommittedtoTQMunderstandthatthepurposeofabusinessistogenerateaprofitbysatisfy

7、ingcustomerneeds.Thus,theylettheircustomersdefinequalitybyidentifyingandofferingthoseproductfeaturesthatsatisfycustomerneeds.Theyencouragecustomerstotellthemhowtomaketherightproducts,bothgoodsandservices,thatworktherightway.公司致力于TQM的目的就是通过以满足客户的需求产生利润。因此，他们让他们

8、的顾客通过识别和提供这些产品的特点定义质量。公司鼓励顾客告诉他们怎样制作正确的产品和服务，以便公司正确的工作。Armedwiththisknowledge,theytakestepstomakesurethatprovidingqualityisafactorineveryfacetoftheiroperations—fromdesign,toproduct