Ex.1. Make a word pair (there is an extra word that you don’t have to use). Then use your word pairs to complete the sentences below

continuous defects

quality improvements

mystery practice

zero control

spot performance

best shoppers

checks

1. To test customer service in our stores we send in … .

2. We look around the industry for examples of … and then copy them.

3. I believe that … is all about checking that products match the specs.

4. We can’t afford any mistakes. Our target is to have … .

5. We make frequent … throughout the manufacturing process.

6. We regularly upgrade our products because we believe in … .

Ex.2. Choose the best word to fill each gap from the words given below.

Our company makes engine parts for high performance cars. We believe in (1) … quality management. The (2) … of each part are given to one-hundredth of a millimetre. At every stage we check that our products (3) … to the specs. We try to get it right (4) … time because, if there is a defect, (5) … is very expensive. We are always looking for ways to improve quality and so our motto is (6) … , which comes from Japanese.

1. A) all B)full C)total

2. A) dimensions B)pieces C)components

3. A) work B) conform C)exact

4. A)one B) first C) last

5. A) reworking B) repairing C) recalling

6. A) aikido B) bonsai C) kaizen

Ex.3. Complete each sentence by writing in the gap a word formed from the verb given in brackets ( ).

1. I like people in this company to use their … (initiate).

2. We believe in … (delegate) so we let people control their own work.

3. … (empower) means letting people make their own decisions.

4. We discuss things and even argue but then we reach a … (consent).

5. I’m going on a course to develop my … (lead) skills

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