- •Предисловие
- •Unit 1. Decision Making
- •1. Give examples of everyday situations when you make decisions. Is it always easy for you to make a decision? Why?
- •2. What styles of business decision-making do you know? Complete the test2 and identify what your decision-making style is.
- •Match terms 1- 10 with definitions a- j:
- •Circle the correct word or phrase.
- •Fill in the gaps.
- •Make up short texts using the words given.
- •Read the text and answer the following questions:
- •Translate the paragraph in cursive.
- •Summarize the text in 100-150 words.
- •Role play an interview about decision-making process in the restaurant industry. Work in pairs and ask each other the following questions:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Paraphrase with synonyms:
- •Match words to make collocations consulting the text. Make you own sentences with the phrases.
- •Read the text to answer the following questions:
- •Explain the following concepts in English and translate them:
- •Find phrases in the text that mean the same:
- •Match words to make collocations consulting the text:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Draw a mind map of the text.
- •1. Underline the correct verb form. The first sentence has been done for you.
- •2. Complete the sentences by putting the verb into present simple or present continuous. The first sentence has been done for you.
- •3. Complete the sentences by putting the verb into present simple, present continuous, future simple, future continuous or use the structure to be going to. The first sentence has been done for you.
- •Ibm's decision to found computer compatibility system for the solution of its own problems
- •Describe a decision-making process using the notes below. Write at least 100 words.
- •Unit 2. Business Planning
- •1. Interview your partner in class and report what you have learnt.
- •2. Answer the following questions to make a decision about your own business idea. Compare and discuss your answers with the rest of the group.
- •2. Match definitions 1- 10 with terms a- j:
- •3. Circle the correct word or phrase.
- •4. Find the odd word.
- •5. Match the words from two columns to form a phrase.
- •Before you read the text discuss the following questions. Then, read the text and summarize the given recommendations.
- •Match headings with the paragraphs:
- •Match synonyms
- •Complete the table with correct word forms:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Define the terms in English:
- •In 50 minutes be ready to present your business plan to venture capitalists.
- •Read the text and answer the following questions:
- •Take notes of key ideas of the text by filling in the table:
- •Integrated business process management
- •Integrated business planning (ibp)
- •Translate the abstract “Business Model”.
- •Paraphrase the following words:
- •Complete the sentences by putting the verbs into the correct form (Past Simple/Past Continuous/ Past Perfect Simple/ Past Perfect Continuous). The first sentence has been done for you.
- •2. Complete the sentences in your own way with Past Simple/Past Continuous/ Past Perfect Simple/ Past Perfect Continuous.
- •3. Underline the correct verb form. The first sentence has been done for you.
- •Include Managers in Strategic Planning9
- •Draw a business planning pyramid using the notes below and explain it. Write at least 100 words.
- •Unit 3. Marketing
- •Write down five things that come to your mind when you hear the word marketing. Discuss them with other students.
- •What is a marketing mix? Read and discuss the following questions.
- •Match terms 1- 10 with definitions a- j:
- •Complete the sentences using the necessary term from the box.
- •Match the words from two columns to form a phrase.
- •Circle the correct word or phrase.
- •Before you read the text discuss the following questions. Then, scan the text for answers.
- •Fill in the gaps in the text with subheadings and take notes of main ideas:
- •Match words to make collocations consulting the text. Translate the phrases.
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Define the terms in English:
- •Before you read the text discuss the following questions:
- •Read the text and take notes of key ideas. Summarize the text by filling in the table:
- •Translate the underlined phrases.
- •Match synonyms:
- •Complete the table with correct word forms:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Match collocations by consulting the text:
- •Define the concepts in English:
- •1. Complete the sentences by putting the verb into Present Perfect Simple, Present Perfect Continuous, Future Perfect Simple and Future Perfect Continuous. The first sentence has been done for you.
- •Write a sentence (statement/question) using the time expression in brackets. Write something that you might say in real life, in a professional or personal context.
- •Unit 4. Operations Management
- •2. Match terms 1- 10 with definitions a- j:
- •3. Complete the sentences using the necessary term from the box.
- •4. Circle the correct word or phrase.
- •5. Match the words from two columns to form a phrase.
- •Read the text and discuss the questions:
- •Complete the text with sentences:
- •Describe Chrisler’s case.
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Match words consulting the text. Translate the terms.
- •Paraphrase with synonyms:
- •Define the terms in English:
- •Write the summary of the text in 100 words.
- •Read the text and title it. Take notes while reading the text:
- •Answer the questions after reading the text:
- •Draw an illustration/scheme of how to manage overproduction.
- •Translate the italicized abstract.
- •Paraphrase with synonyms:
- •Define the terms in English and translate them:
- •1. Decide if uses 1-7 are most associated with Future Simple, Present Simple, Present Continuous or to be going to. Make an example sentence with each point. The first point has been done for you.
- •Put the verb into the more suitable form: Present Simple, Present Continuous, Future Simple, to be going to. The first sentence has been done for you.
- •Answer these questions, using different future forms and the following expressions.
- •Describe the manufacturing process of vehicles using the notes below. Write at least 100 words.
- •1. Harmony vs. Control: Americans Value Objections
- •2. Individuality vs. Collective: a Team Approach in China
- •3. Hierarchy: Why Titles Are Valued in Germany
- •4. Analysis vs. Action: Budget Processes Take Longer in Brazil
- •Switzerland – the Ideal Cultural Mix?
- •Unit 5. Quality Management
- •Define the term quality, quality management and total quality management (tqm) in business context.
- •Study the Six Sigma definition and discuss its aim.
- •Match terms 1- 10 with definitions a- j:
- •Complete the sentences using the necessary term from the box.
- •Fill in the gaps.
- •Find the odd word.
- •Read the text and discuss the following questions:
- •Complete the text with the sentences:
- •Is Quality Still Relevant? New Solutions to Classic Dilemmas20
- •Match synonyms:
- •Complete the table with correct word forms:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Explain the terms in English and translate them:
- •Match words to make collocations from the text. Translate them:
- •1. Rewrite these sentences using the passive voice. The first sentence has been done for you.
- •Rephrase the sentences to make them more formal according to the model.
- •Describe a quality control process using the notes below. Write at least 100 words.
- •Unit 6. Project Management
- •Match definitions 1- 10 with terms a- j:
- •Complete the sentences using the necessary term from the box.
- •Circle the correct word or phrase.
- •Read the text and complete it with subheadings:
- •Answer the following questions:
- •Translate the abstract in cursive.
- •Locate the following words in the text. Find their synonyms in a dictionary.
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Explain the following word combinations and terms in English:
- •Match words to make word combinations from the text:
- •Before you read the text discuss the questions:
- •Read the text and answer the questions:
- •Title the text
- •Read the text and take notes of key ideas:
- •Match synonyms:
- •Complete the table with correct word forms:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Define the terms in English and translate them:
- •. Underline the correct verb form. The first sentence has been done for you.
- •. Complete the sentences by putting the verb into the correct form. The first sentence has been done for you.
- •3. Write answers to these questions using your own ideas. Begin as shown.
- •Describe a project management process using the notes below. Write at least 100 words.
- •Before reading the text, discuss in pairs or groups how you feel about English traditional weather-talk.
- •Read the text and discuss the following questions:
- •Unit 7. Risk Management
- •Match terms 1- 10 with definitions a- j:
- •Complete the sentences using the necessary term from the box.
- •Fill in the gaps.
- •Match the words from two columns to form a phrase.
- •Give definition to each term and explain the table. Find the necessary information on your own.
- •Before you read the text discuss the following questions. Then, scan the text for more information:
- •Summarize the text in about 100 words, focusing on the topic, problem and main ideas. Fill in the table:
- •2. Choose a company or a project to talk about. Complete the following table and discuss it with the rest of the group. Be ready to answer any questions.
- •Summarize the text by filling in the table
- •Complete the sentences with a form of the verb in brackets. The first sentence has been done for you.
- •2. Complete the sentences so that they are true for you. Compare with a partner.
- •3. Write a sentence with If only I…
- •Informed Investment Planning with @risk and TopRank
- •Versatile Software Tools Underpin Enterprise Risk Management
- •Describe the process of risk management using the notes below. Write at least 100 words.
- •Unit 8. Administration
- •2. Match terms 1- 10 with definitions a- j:
- •3. Substitute the incorrect terms in bold with the suitable ones from exercises 1 and 2.
- •4. Complete the sentences using the necessary term from the box.
- •Complete the text with subheadings:
- •Match words to make word combinations from the text:
- •Complete the table with correct word forms:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Paraphrase with synonyms:
- •Complete the sentences with can, can’t, could, couldn’t or be able to. The first sentence has been done for you.
- •2. Write a few sentences about the things in the following list, using details from your personal or professional life.
- •3. Underline the correct form. The first sentence has been done for you.
- •Write slides for a 7 minute presentation Careers in Public Administration.
- •Unit 9. Human Resources Management
- •Match definitions 1- 10 with terms a- j:
- •Circle the correct word or phrase.
- •Match the words from two columns to form a phrase.
- •Find the odd word.
- •Before you read the text discuss the following questions:
- •Read the text and take notes of the recommendations the author makes about manpower planning. Fill in the table. Write a 100-word summary of the text.
- •Complete the gaps with headings:
- •Match synonyms.
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Paraphrase with synonyms:
- •Define the terms in English:
- •Take notes while reading the text. Select main ideas about talent management and summarize them. Answer the questions:
- •Is Talent Management the Next Frontier for s&op?39
- •Explain the following concepts in English:
- •Complete the table with correct word forms:
- •Match terms by consulting the text:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Write an annual report on the work done in an hr Department. Use the suggested structure below. Write at least 300 words.
- •Unit 10. Management and Logistics
- •Read the two definitions of management and discuss main differences between them. Which one do you think is the recent definition?
- •2. Match terms 1- 10 with definitions a- j:
- •3. Complete the sentences using the necessary term from the box.
- •4. Give synonyms to the following terms.
- •5. Circle the correct word or phrase.
- •6. Make up short texts using the words given.
- •Read the text to answer the following questions:
- •1. Underline the correct form. The first sentence has been done for you.
- •Reply to a job advertisement:
- •Unit 11. Supply Chain Management
- •Match definitions 1- 10 with terms a- j:
- •Match the words from two columns to form a phrase.
- •Fill in the gaps.
- •Find the odd word.
- •1. Answer the following questions with a partner.
- •2. State true or false. Explain your choice.
- •Take notes while reading the text. Select main ideas and summarize them. Describe the elements of inventory holding cost.
- •Inventory costs44
- •1. Complete the sentences with the correct form of the word in bold. The first sentence has been done for you.
- •Complete the sentences using the following verbs in the correct form. The first sentence has been done for you.
- •3. Make one sentence from two. Complete the sentence with an -ing or –ed clause. The first sentence has been done for you.
- •Draw a supply chain management cycle using the notes below and explain it. Write at least 150 words.
- •Unit 12. Goods Flow
- •1. Answer the questions:
- •2. Match terms 1- 10 with definitions a-j:
- •3. Circle the correct word or phrase.
- •4. Complete the sentences using the necessary term from the box.
- •Read the text.
- •Fill the table below by matching designations and explanations with their symbols. The first point has been done for you.
- •Define the following concepts in English:
- •Translate:
- •Match synonyms:
- •Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
- •Match words to make collocations from the text:
- •Complete the table with correct word forms:
- •1. Underline the correct word. The first sentence has been done for you.
- •2. Adjective or adverb. Underline the correct word. The first sentence has been done for you.
- •While you are reading the text, draw a chart illustrating the text.
- •Define the following terms in English:
- •Describe a goods flow using the notes below. Write at least 150 words.
- •Unit 13. Warehousing
- •Match definitions 1- 10 with terms a-j:
- •Find the odd word.
- •Substitute wrong terms in bold with correct ones from exercises 1 and 2.
- •5. Complete the sentences using the necessary term from the box.
- •Read the text and think of your own examples illustrating the modern trends of warehousing and the impact of the Internet on storage. Write a summary of the text.
- •1. Underline the correct answer. The first sentence has been done for you.
- •Paraphrase the following phrases using the apostrophe s. The first sentence has been done for you.
- •Make compound nouns from the nouns given in each group, use of where necessary. The first sentence has been done for you.
- •Put the verb to be into the correct form in Present Tense and fill in the gaps with the correct pronoun. The first sentence has been done for you.
- •Write an email to an executive manager of a warehouse suggesting ways to improve teamwork there. Include all necessary details about the company, business and warehouse (150 words).
- •Unit 14. Transportation Management
- •Match terms 1- 10 with definitions a- j:
- •3. Complete the sentences using the necessary term from the box.
- •4. Match the words from two columns to form a phrase.
- •5. Circle the correct word or phrase.
- •Answer the following questions:
- •1. Underline the correct pronoun. The first sentence has been done for you.
- •Complete the sentences with the correct reflexive or reciprocal pronoun where necessary. The first sentence has been done for you.
- •Underline the correct pronoun. The first sentence has been done for you.
- •Read the text and think of a title for it.
- •Summarize the text by writing out key characteristics of each type of zone.
- •Unit 15. Transportation Planning
- •Complete the table with the suggested characteristics and discuss them with your partner.
- •Fill in the table by matching the type of transport with its appropriate characteristics. Discuss the table.
- •2. Match terms 1- 10 with definitions a- j:
- •3. Give synonyms to the following terms.
- •4. Complete the sentences using the necessary term from the box.
- •5. Find the odd word.
- •6. Make up short texts (50-100 words) using the words given.
- •Discuss the following questions in pairs:
- •Underline the correct word. The first sentence has been done for you.
- •Complete the sentences with one of the following words. The first sentence has been done for you.
- •3. Put the verbs into the correct form in present tenses. The first sentence has been done for you.
- •Match the terms with the definitions. Discuss the definitions and illustrate them with real-life examples.
- •2. Give examples of storage units.
- •3. What does the selection of a storage unit depend on?
- •Read the text and take notes of key ideas. Answer the following questions:
- •Read the text and discuss the following questions:
- •10 Cultural Contrasts between us & Japanese Companies59
- •Unit 16. Financial Flow
- •2. Match terms 1- 10 with definitions a- j:
- •3. Complete the sentences using the necessary term from the box.
- •4. Match the words from two columns to form a phrase.
- •Fill in the gaps consulting exercise 1.
- •Read the text bellow and answer the questions:
- •Title the text.
- •When reading fill in the table.
- •Complete the sentences with the words from the box. The first sentence has been done for you.
- •Underline the correct word. The first sentence has been done for you.
- •Complete the sentences with quantity (of), number (of), amount (of), level (of), figures. The first sentence has been done for you.
- •1. If a Japanese person says they can complete the job, it is best to take them on face value.
- •2. From a Japanese perspective, the customer is God.
- •3. For the Japanese, the company conference room is not a place for discussion but rather somewhere to report progress.
- •4. A delay in reaching a decision is a not a reflection of a Japanese person’s inefficiency.
- •Unit 17. Logistical Services
- •Match definitions 1-10 with terms a-j:
- •3. Fill in the gaps.
- •4. Find the odd word.
- •5. Substitute the underlined wrong terms with correct ones from exercises 1 and 2.
- •Give definitions to the following terms in English:
- •Complete the sentences with the correct adverbs or adverbial phrases from the box. The first sentence has been done for you.
- •Complete the sentences with at, in, on, over, to, under. The first sentence has been done for you.
- •Answer the following questions. Read the text and check your answers.
- •Unit 18. Customer Service Management
- •1. Underline the correct option in each sentence. The first sentence has been done for you.
- •Make up sentences by following the instruction in brackets and using the words/phrases given in the box.
- •Before you read the text discuss the following questions:
- •Find synonyms from the text to the following words:
- •1. Decide what to write as a topic of this email. Reply to this email writing at least 100 words:
- •Unit 1. Decision-making
- •Vocabulary
- •Unit 2. Business planning
- •Vocabulary
- •Unit 3. Marketing
- •Vocabulary
- •Unit 4. Operations Management
- •Vocabulary
- •Unit 5. Quality Management
- •Vocabulary
- •Unit 6. Project Management
- •Vocabulary
- •Unit 7. Risk Management
- •Vocabulary
- •Unit 8. Administration
- •Vocabulary
- •Unit 9. Human Resources Management
- •Vocabulary
- •Unit 10. Management and Logistics
- •Vocabulary
- •Unit 11. Supply Chain Management
- •Vocabulary
- •Unit 12. Goods Flow
- •Vocabulary
- •Unit 13. Warehousing
- •Vocabulary
- •Unit 14. Transportation Management
- •Vocabulary
- •Unit 15. Transportation Planning
- •Vocabulary
- •Unit 16. Financial Flow
- •Vocabulary
- •Unit 17. Logistical Services
- •Vocabulary
- •Unit 18. Customer Service
- •Vocabulary
- •Список литературы
- •54 Commercial Development of Regional Ports as Logistics Centres, United Nations. Economic and Social Commission for Asia and the Pacific, 2003.
- •57 International Logistics and Supply Chain Outsourcing: From Local to Global by Alan Rushto, 2007.
Unit 18. Customer Service Management
Lead in: customer service
Vocabulary: key customer service terms
Reading: customer satisfaction and third party relations
Grammar: discourse markers
Speaking customer service
Translation: key terms
Case Study: organization structure
Writing: email, essay
Culture: women as managers
Lead in
Comment on the phrase:
It is with the customer that all business decisions should start and end.
Answer the questions:
What is customer service?
What are the three most common forms of customer service?
What customer service problems do you know? Have you ever faced any of them?
Give well-known examples of excellent/poor customer service.
Why is customer service important?
Vocabulary
These are the terms for you to learn.
Make sentences with them.
Translate them.
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
|
|
||||||||||||||||||||||||||||||||||||||
|
|
||||||||||||||||||||||||||||||||||||||||
Reading 1
a. Before you read the text discuss the following questions. Then, scan the text for more information. After that, read the text and take notes of key ideas.
When do you think customers are satisfied?
How has customer satisfaction been changing over the last 10 years?
What is logistics role in satisfying customers’ needs?
Why may customer needs be elusive?
Why can tailored products be more successful than generic ones?
What are competitive tools in customer service?
Logistics' Mandate: Customer Satisfaction68
Only the best in class will thrive in the service-intensive, customer-oriented marketplace of the near term. And only those who relate customer service to profitability will survive into the longer term. Logistics will play a key role here. Some of the record 3,800 logistics professionals who gathered in Washington, DC for the Council of Logistics Management's (CLM) annual conference would say logistics plays the role in balancing these sometimes conflicting demands.
"Satisfied customers are an elusive breed," said Patrick M. Byme, CLM conference program chair and managing director-North America for A.T. Kearney. "Just when you find out what customers want, their needs change." Adding to Byrne's remarks, Malcolm J. Margolis, president of Barclay Consulting Associates, noted, "The customer service issue always has been one of level of service vs. cost of providing that service."
Five years ago, logistics professionals were more concerned with price, stability of the company, and being involved in the final decision, said Dennis Green, vice president of logistics and inventory management for Mervyn's. Today, the logistics professional is more involved in a strategic partnership, is not involved in negotiations, and focuses on improving the efficiency of the relationship. The strategy is how not to open more distribution centers, said Green. The goal is to flow more through existing assets more efficiently. In the future, said Green, vendor selection will be made more on soft cost items than hard costs - quality, speed, reliability, and flexibility.
Dow Brands' Robert E. Larson agreed the focus will be more external. The vice president of logistics said where logistics professionals used to look at costs, they now look at customer service and how to take cost out of the system.
An example of the shift in focus comes from what logistics departments measure. On-time no longer means shipped on time, but rather arrived on time. Companies also measure profit differently, said Larson. They look at profit by customer. Richard Price, vice president of customer service and logistics at Zellerbach, added that, in the past, companies held inventories - they were sales driven. They were expanding networks, establishing a local presence. They were price driven and products were generic, not tailored.
The future holds rapid inventory turns and better asset management. Services will be customer specific and partnerships will eliminate the former adversarial relationships. Flexibility and innovation will be in demand as the focus shifts to customer needs. The trick will be in finding logistics professionals and contract logistics partners who have the proper skills - a multiplicity of skills, thoroughly trained total business managers able to function as a change agent.
Continued efforts to get close to suppliers and customers puts quite a bit of power in the product or service user's hands. Tailoring products and services to the individual customer and responding specifically to those needs is creating a business strategy which might be called customer requirements planning. But not every customer receives that kind of service. Only the best customers seem to be invited into partnerships, just as the best suppliers are sought when consumers or users are looking for partners.
A similar discussion centers around segmenting customers. "Segmentation can give logistics managers the power to use logistics as a competitive tool," said Barclay's Margolis. He advised logistics managers to tailor services that are bundled with products by segment. Compare services bundled with products to services provided by the competition. Calculate the costs of providing a package, and it lets you "identify the differences that make a difference." Segmentation forces you to manage pieces of the business rather than the function, he added.
Margolis suggested preparing a list of inward criteria (manufacturing characteristics, handling and storage characteristics, unit volume, value, substitutability) and outward criteria (geographic market, trade channel). With this and other information, set up a grid which highlights higher-and lower-level needs and helps identify which bundle of services to offer to which customer. It helps avoid over-serving a customer segment and incurring unneeded costs. At the same time, it identifies areas where high service levels are needed. This helps the company differentiate its services within the market.
Customer service, then, is a combination of how you serve a market segment profitably and how that service level is perceived. But perceptions go beyond service alone.
b. Summarize the text by filling in the table about customer satisfaction features and report your summary to the class:
Past |
|
Present |
|
Future |
|
c. Focus on the words in bold and describe in English what they mean.
d. Supply translation for the following words and word combinations:
|
|
|
|
|
|
|
|
|
|
e. Complete the table with a suitable word form.
Verb |
Noun |
Adjective |
|
|
reliability |
|
|
|
segmentation |
|
|
|
|
strategic |
|
|
relationship |
|
|
|
characteristic |
|
f. Fill in the gaps with prepositions consulting the text and make your own sentences with the phrases.
to be concerned __ a price
to be involved __ a partnership
to focus __ efficiency
__ the future
to arrive __ time
to respond __ the needs
to bundle __ products
to be provided __ competition
to set __ a grid
to differentiate services __ a market
g. Give synonyms to the following words from the text:
|
|
|
|
|
|
h. Match words to make collocations by consulting the text.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Grammar
Discourse markers