Деловое администрирование (на английском языке)

8.In Asia most Western companies face моральные дилеммы concerning strong traditions built around exchanges of gifts and far often “gifts” of money.

9.Bribery is a way of life in the countries with теневой экономикой, and you have no alternative if you want to win a contract.

10.At first Teresa Lopes from accounts department was given a словесное предупреждение to clear their account within 14 days.

11.If you look at this from с другой точки зрения, you’ll have to admit that his behaviour is undermining our company’s reputation.

12.Finally the representative made a shocking statement that all the money was diverted from local projects in agriculture into the чрезвычайно дорогостоящие контракты.

IX. Put questions to the sentences below.

1.Johnson & Johnson stresses honesty, integrity and putting people before profits. (special question)

2.They summarized their ethical code in a company document called 'Our Credo'. (object question)

3.J & J's CEO puts it this way: 'If we keep trying to do what's right, at the end of the day we believe the marketplace will reward us. (subject question)

4.Some years ago eight people died of swallowing cyanide-laced capsules of Tylenol (disjunctive question)

5.The pills had been altered in only a few stores, not in the factory. (general question)

7.The recall cost the company $240 million in earnings. (disjunctive question)

8.However, the company's swift recall of Tylenol strengthened consumer confidence and loyalty. (subject question)

9.Tylenol remains the leading brand of pain reliever in the US market. (disjunctive question)

10.The Credo should not be viewed as some kind of social welfare program – it's just plain good business. (general question.)

11.J&J’s CSR has made it one of America's most admired and profitable companies

(reported special question with What)

X. Complete the dialogue using these expressions.

SOME WORDS IN FAVOUR OF

CORPORATE SOCIAL RESPONSIBILITY (CSR)

I – an interviewer Jeffrey A. Fadima – an expert

I.Mr. Fadiman, could you tell me, what kind of moral dilemmas large companies face in the developing world?

J.Well, 1)_____, companies do have responsibilities in the world and should try to be a positive influence.

I.Mm, You mean CSR, a noisy word! Big firms all want to be good corporate citizens, at least to show that they are.

J.Right, but 2)_____, rich country multinationals operating in Asia or Africa should follow society’s standards there. That’s the problem. In developing nations people prefer to see themselves as belonging to an inner circle. Everyone else is an “outsider” whose motives are to be questioned. Obviously, people prefer to do business with “insiders” they know and trust. A gift or a service obligates your contact to return the favor at some future time with interest. This process should be unending, with visits, gifts, gestures and services.

I.Mmm, maybe, but 3)_____ of gift-giving practices.

J.Well, by participating in the traditional exchange of gifts and favors you become a part of an inner circle. Naturally, 4)_____ is to built trust, get greater access to local markets and minimize risk of investment.

I.5)_____ it is difficult sometimes to distinguish a “gift” of money from a bribe. That’s the area where people can get themselves into hot water. Violating business ethics, compromising integrity. 6)_____, they may be disastrous.

J.I know what you mean but 7)_____ the size is important. The smaller the amount the less likely it is to be a bribe. If money goes to a third partyespecially someone in powerit sounds like a bribe too. But, fortunately, we 8)_____ to deal with.

I.What are they? Can you give an example?

J.9)_____ is to offer donations to built hospitals, schools. 10)_____ to provide expert and engineering services, to donate jobs and so on instead of making private payments to individuals and compromising business ethics.

Quality

I. Find 14 pairs of words with similar meaning.

Excellence, long-lasting, bewilder, repair, defect, perfection, break down, convey, durable, go bust, eliminate, fault, compensation, strive for, supply-driven, hazard, recover, go bankrupt, fix, go wrong, refund, puzzle, get rid of, struggle, danger, get back, production-obsessed, express

II. Match the following words and phrases to the definitions.

III. Make two-word partnerships.

IV. Complete the sentences with the above word combinations.

1.Quality needs long-term commitment. A 'blitz approach' can lead to s… h…, says quality consultant John Oakland.

2.Using lousy systems and materials companies can produce only c… t….

3.About ten years ago Motorola, Texas Instruments and Harley Davidson took up

TQM to close the q… g… between them and the Japanese.

4.Many of them have realized that t… q… and customer service are no longer a source of sustainable advantage, but merely a qualification for competing.

5.If you do not clear your account within the next week we shall have to take l… a….

6.Lean manufacturing means just-in-time manufacturing where parts are made and supplied when needed. The main objective of lean manufacturing is that of z… d….

7.Offering greater service quality results in higher costs. However, investments usually pay off because greater c… s… leads to higher sales and superior profit performance.

8.Thus, where the manufacturer's q… t… might be 'zero defects', the service provider's goal is zero customer defections).

9.By examining the b… s… and other documents we finally found out that the company was not doing well as they claimed.

10.His decision was to ignore the mass volume residential market with its large p… m… and go for high profile customers.

11.Mercedes, Europe's leading luxury car maker provides higher performance quality than Volkswagen: its s… and comfortable v… has a smoother ride, handles better and lasts longer.

12.Top service firms watch service performance closely — both their own and that of competitors. They provide m… f… using such methods as customer surveys, suggestion schemes and customer complaint programmes.

13.C.. c… are an opportunity for companies to remedy poor service.

V. Fill in the gaps in the sentences below with an appropriate form of the word given in the margin.

HOW PRICE SIGNALS PRODUCT QUALITY

Heublein produces Smirnoff, America's 1)……. brand of vodka. leader Some years ago mother brand, Wolfschmidt, attacked Smirnoff. courage

Wolfschmidt claimed to have the same quality as Smirnoff, but consideration priced at $1 less per bottle to 2)….. demand. Concerned that low customers might switch to Wolfschmidt, Heublcin 3)……. several expend possible counterstrategies. The company could 4)…. Smirnoffs respectful price by $1, it could hold Smirnoffs price but increase advertising deny

and promotion 5)……. or it could hold Smirnoffs price and let its introduction market share fall. All three strategies would lead to lower profits. competition In some 6)……, Heublein faced a no-win situation. At this point, priceless

VI. Complete the text using prepositions from the box.

by, with, in , on, to, from, during, at, out, of, through, about, into

MOTOROLA'S CUSTOMER-ORIENTED, SIX-SIGMA QUALITY

Founded 1) ___ 1928, Motorola introduced the first car radio – hence the name Motorola, suggesting 'sound in motion' 2) ___ the Second World War, it developed the first two-way radios ('walkietalkies').3) ___ the 1950s, Motorola had become a household name in consumer electronics products. 4) ___ 1970 Motorola switched 5) ___ pagers and cellular telephones. However, 6) ___ the beginning of the 80s Japanese competitors were still beating Motorola 7) ___ higher-quality products at lower prices.

8) ___ the past decade, Motorola has made a roaring come back. It now leads all competitors 9) ___ the global two-way mobile radio market and in cellular telephones, with a 45 % worldwide market share. Motorola achieved such remarkable leadership through its commitment 10) ___ quality. In 1980 it set the unheard-of goal of 'six-sigma' quality. This means that Motorola set 11) ___ to reduce product defects 12) ___ fewer than 3.4 per million components manufactured - that is, 99% defect free production. 'Six sigma' became Motorola's rallying cry. Motorola's initial efforts were focused 13) ___ improving product quality 14) ___ manufacturing improvements. The goal was to prevent defects 15)

___ occurring 16) ___ the first place by designingr quality 17) ___ the outset. For example, Motorola's highly successful MieroTAC foldable, hand-held cellular phone has fewer components, which snap together instead 18) ___ being joined by screws or fasteners, resulting 19) ___ fewer component defects and production errors. Six-sigma standard means that everyone in the organization must be dedicated 20) ___ quality. Thus total quality has become an important part of Motorola's basic corporate culture.

Motorola spends $120 million annually to educate employees about quality. Because Motorola's products can be only as good as the components that go 21)

___ them, the company forces its suppliers to meet the same quality standards. More recently, Motorola's initial focus 22) ___ preventing manufacturing defects has led 23) ___ its emphasis 24) ___ customer value. 'Quality', notes Motorola's vice-president, 'has to do something for the customer. Thus, our company aims 25)

___ “total customer satisfaction”. Our definition of a defect is 'if the customer doesn't like it, it's a defect'. Instead of concentrating mainly 26) ___ manufacturing defects, Motorola now surveys customers 27) ___ their quality needs, analyzes customer complaints 28) ___ products. Motorola's executives routinely visit customers' offices to gain more detailed, deeper insights 29) ___ their needs. As a result, Motorola's TQM programme has turned the company 30) ___ a marketdriven, customer-focused leader.

VI. Replace the following Russian words with their English equivalents.

consistency, gaining an edge over, economic powerhouse, in terms of customer needs and expectations, durability, global quality movement, elimination of deviations, reduce defects, product quality, preventing defects, quality improvement, powerful strategic weapon, Total Quality Management program, reliability, dedication to, quality pioneer, to respond to, emphasis on quality, strive for, customer value, excellence, to survive, total customer satisfaction

PRODUCT QUALITY

1) Качество товара stands for the ability of a product to perform its functions. It includes the product's 2) износостойкость and 3) надежность and value for money. Quality should be measured in terms of buyers' perceptions. Companies rarely try to offer 4) совершенство - few customers want or can afford it. Such highest level of quality is offered in products such as a Rolls-Royce, a Sub Zero refrigerator or a Rolex watch. Instead, companies choose a quality level that matches target market needs and the quality levels of competing products.

Besides, quality also means 5) постоянство. In this sense, quality means 6)

'ликвидацию отклонений'. During the past decade, 7) акцент на качество has encouraged a 8) глобальное движение за качество.

Japanese firms have long practised 9) Программа всеобщего контроля качества (TQM). For more than 40 years, the Japanese have awarded the Deming prize (named after 10) первопроходца в области качества W. Edwards Deming) to companies that have achieved outstanding quality. In these 40 years, a focus on quality has turned Japan from a maker of knick-knacks into an 11) мощную экономическую державу. Now European and US companies have 12) реагировать. The result has been a global quality revolution.

To some companies, improving quality means using better quality control to 13) сократить погрешности. To others, it means making lofty speeches about the importance of quality But TQM means much more than this. It means a totalcompany14) приверженность continuous 15) совершенствованию качества. Quality starts with top management. Many companies have now created 'total quality programmes' headed by vice-presidents or directors of quality. Then employees at all levels of the organization must 16) бороться за качество. Total quality management involves 17) предотвращение дефектов before they occur, through better product design and improved manufacturing processes. Morever total quality means improving 18) потребительская ценность. Some argue that total quality is a powerful weapon for achieving 19) “всестороннее удовлетворение клиента”. This is possible if quality is interpreted in 20)

непосредственной связи с потребностями и надеждами потребителя. Many companies have turned quality into a 21) мощное стратегическое оружие. Strategic quality involves 22) достижение преимущества над competitors by consistently offering products and services of better quality. As one expert proclaims: “Quality is not simply a problem to be solved; it is a competitive opportunity”. Others suggest, however, that quality has now become a competitive necessity only companies with the best quality will 23) выживут.

VIII. Decide on the right preposition for every verb to translate the word combinations from the next exercise.

In,to,about,for, down, in, out

To turn, to carry, to rely, to strive, to involve, to reply, to respond, to complain, to break, to result, to conform, to be committed, to refer

IX. Paraphrase the words in italics using the above verbs.

1.We very much regret to inform you that we have to refuse from the shirts as their quality is unacceptably low, especially in design and colour.

2.Since the shirts correspond neither to the description nor to the sample, we can not accept these goods at the price agreed.

3.We have supplied the same goods to other markets in Europe and no one has received any negative criticism about their quality yet.

4.Quality comes only from companies whose employees are devoted to quality and who have the motivation and training to deliver it.

5.Successful companies remove the barriers between departments. Their employees work as a team to perform core business processes and to create desired results.

6.A quality-driven company must find and align itself with high-quality suppliers and distributors it can trust.

7.Mentioning TQM, one way to improve quality is to benchmark the company's performance against the best competitors struggling for equal or even superior results.

8.Doing things right the first time reduces the costs of repair and redesign when product keeps going bust not to mention damage to company’s reputation. Quality must be designed in.

9.Offering greater service quality results in higher costs. However, investments usually pay off because greater customer satisfaction leads to increased customer retention and sales.

X. Put questions to the words in italics.

1)The Japanese took early to TQM. 2) In 1947 General Douglas MacArthur invited W. Edwards Deming to Japan to help cope with their postwar industrial needs. 3) Deming was no ordinary Management consultant. 4) He was the man who invented quality. 5) To the Japanese he was a prophet whom they invited back many times to lecture on quality and statistical theory. 6) Meanwhile the United States and Europe ignored him. 7) In 1951 the Japanese created the Deming Prize.

8)The award symbolized Japanese industry's commitment to Deming's quality ideals. 9) Honda, Nissan, Toyota and Matsushita all won that prize more than 30 years ago. 10) Consumers around the world flocked to buy high-quality Japanese products, while American and European firms were trying to catch up.

XI. Complete the sentences with an appropriate form of MAKE or DO.

1.The chairman ... … a report on benchmarking practices at the moment.

2.We … … our best recently to prevent manufacturing defects.

3.They … ….a good progress since they launched an aggressive crusade to improve quality.

4.He said that the company …. … a good profit if introduced a TQM program.

5.We have to ... a lot of research before copying Toyota’s fuel gauge and “better the best” where possible.

6.Rolls Royce …. choice in favor of old-style quality and went bust in 1973.

7.You …. …. a great mistake by discontinuing this product; it’s a real cash-cow.

8. When I turned up in the garage in the evening, all the repairs … … ….

9.There is a lot of work …. before re-launching the product

10.Could you … me a favour and get my laptop it fixed by, say, tomorrow. It’s a busy time in my life.

11.We… already …. away with old system of clocking in and traditional office hours.

1. Переведите текст № 1

What are the ways of settling a claim?

In case ofv short-weight it is recompensed by a load sent separately or at the of follow-up shipments. In a case of damage or fauls, the goods at the Buyer’s option can be repaired or replaced, all at the Seller’s expense.

Sometimes if deviation in quality is within certain limits the goods can be retained but with an allowace proportionate to the discrepancy in quality. This is usually the case with raw materials, foodstuffs or any other goods sent in bulk.

If the goods are missing the Seller must necessarily locate them. Sometimes it is quite a problem as consignments may be lost when transshipped at some intermediate port or if sent at a wrong address. If the goods are not recovered compensation must be paid by the party directly responsible for it.

2.Выпишите из текста термины.

3.Переведите на русский язык сочетания слов:

offer without obligation, goods-in-transit insurance, marine insurance, documentary evidence, missing goods, admit a claim, counter claim, withdraw a claim, expert’s report, inspection report, surveyor’s report, make repairs, reject a claim.

4. Найдите в словах префиксы и суффиксы

exemination, inspection, surveyor, failure, evidece, defective, counter, damaged, withdrawn, arbitrator, documantary.

5. Переведите предложения, повторив предварительно неличные формы глагола.

a) Дорога, которая должна соединить эти два города, строится. b) Он первым поднял этот вопрос.

c) При списывании текста, он сделал несколько ошибок. d) Я понимал, почему он избегает говорить об этом.

e) В комнатенесколько сломанных стульев. f) Я чувствовал, что кто-то идет за мной.

6.Поставьте глагол главного предложения в Past Simple и внесите соответствующие изменения в придаточное предложение (правило согласования времен).

a) She doesn’t know the teacher will explain this rule at the next lesou. b) The student explain to them that they want to attend his lecture.

c) We don’t suppose that they can come across each other in this city. d) I think you can meet him there.

7.Переведите следующие предложения, обращая внимание на страдательный залог.

a) The results will be reffered to in the next chapter.

b) Their achierments were not spoken about at the conference.

c)In a dispute between the Buyer and the Seller not only the fact of a confegency is to be ascertained.

d)If is proved the Seller is not liable and the execution of a contract is poslponed until all the after-effects causing damage are eliminated.

Вспомогательный раздел

Начальный уровень владения иностранным языком

1.David, Cotton, David, Falvey, Simon, Kent. Market Leader. 3rd edition elementary Course Book/ David, Cotton, David, Falvey, Simon, Kent – Pearson Longman

2.David, Cotton, David, Falvey, Simon, Kent. Market Leader. 3rd edition elementary Teacher’s Book / David, Cotton, David, Falvey, Simon, Kent –

Pearson Longman

3.David, Cotton, David, Falvey, Simon, Kent. Market Leader. 3rd edition elementary Practice File / David, Cotton, David, Falvey, Simon, Kent – Pearson Longman

4.Let’s Improve Your Business English Skills (Market Leader

Elementary): методическое пособие/ Н.П.Буланова, Г.В. Волейко. – Минск:

БНТУ, 2013.

5.Liz and John Soars. New Headway elementary Student’s book/ Liz and John Soars - Oxford university press.

6.Murphy, R. English Grammar in Use. R. Murphy. - CUP, 1997

7.http://www.really-learn-english.com/

8.http://www.agendaweb.org/

9.http://www.englishpage.com/

10.http://www.perfect-english-grammar.com/

Средний уровень владения иностранным языком

1.David, Cotton, David, Falvey, Simon, Kent. Market Leader. 3rd edition pre-intermediate Course Book/ David, Cotton, David, Falvey, Simon, Kent

–Pearson Longman

2.David, Cotton, David, Falvey, Simon, Kent. Market Leader. 3rd edition pre-intermediate Teacher’s Book / David, Cotton, David, Falvey, Simon, Kent – Pearson Longman

3.David, Cotton, David, Falvey, Simon, Kent. Market Leader. 3rd edition pre-intermediate Practice File / David, Cotton, David, Falvey, Simon, Kent

–Pearson Longman

4.Let’s Improve Your Business English Skills (Market Leader Preintermediate): методическое пособие/ Н.П.Буланова, Г.В. Волейко, И.М. Павлюченко, И.М. Сологуб – Минск: БНТУ, 2010.

5.Murphy, R. English Grammar in Use. R. Murphy. - CUP, 1997

6.http://www.really-learn-english.com/

7.http://www.agendaweb.org/