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CONTENTS UNIT 5. PRODUCTION COST VS QUALITY UNIT 6. QUALITY MANAGEMENT TEAM |
UNIT 1. QUALITY PLANNING Reading: Planning for Quality Video: Quality Planning Techniques Grammar: Active Voice Career Skills: Introducing
Yourself Dilemma: Good and Ideal Quality
Planning – How to Plan for Your Project? Keynotes: Quality
management
is a method for ensuring that all the activities necessary to design, develop
and implement a product or service are effective and efficient with respect
to the system and its performance. Quality management can be considered to
have three main components: quality control, quality assurance and quality
improvement. Quality management is focused not only on product quality, but also the means to achieve
it. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality. Preview: 1. Discuss the questions with a
partner. 1. What does the category of
quality mean? 2. What quality parameters do you
know? 3. What role does quality play in
project success? 2.
There are four levels on which we determine that something has or is lacking
quality. Match the levels of quality in column A with their characteristics
in column B. The Facets
of Quality
Reading: 1. You are going to read a text
about quality planning. Before you read, check that you understand these
important words. Match the
words to the definitions.
How to Plan
for Quality? The
first step in a quality improvement programme is
planning which in itself also consists of four major steps which are
discussed below. 1. Product or service selection. The first step in planning for quality is to identify and select the
product or service that needs improvement. 2. Output definition. Output is a product
or service that you produce regularly and pass on to another person or department that uses it. 3. Identify the customer-supplier
chain.
In quality management, a customer can be both internal and external. The user of your output is your
customer who may modify your output before passing it on
to another person or department for further modification on and on like that
until the final product or service ends up in the hand of the end user. 4. Negotiate the customer requirements. In order for a
product to be usable and beneficial to your
customer, there may be specific requirements which make the output useful to
them. Except a product satisfies their requirements the product will not
provide customer satisfaction. Developing
a quality product requires understanding the overall purpose of our
customer's need for the product by answering questions such as: How will it
be used? Who will be using it? What will be the ultimate use and who will be
the end user? Besides the plan should include
the following parameters: quantity (how many), time (date, time, frequency), costs (budget, allowed expenses), size (dimensions), efficiency (to what degree). 2. Discuss these questions in
pairs. 1. What major steps of planning do
you know? 2. What does product or service
selection? 3. How do we call a product or
service that you produce regularly and pass on to another person or department
that uses it? 4. Why is it important to know the
customer’s needs and requirements? 5. What additional parameters
should you discuss planning for quality? Speaking: Make a report on one of these
topics: 1. Practical models and systems of
quality management in Europe. 2. Practical models and systems of
quality management in the USA. 3. Japanese experience of quality
management. 4. Complex systems of quality
management in the USSR. Video: Quality Planning
Techniques 1. You are going to watch a film
about quality planning techniques. After watching the film, answer the
questions below. 1. What is the first step of
quality planning? 2. What does continuous
improvement mean? 3. Who was the founder of this
concept? 4. What cycle did W. Edwards
Denning promote? 5. What is the difference between
PTCA and PTSA? 6. What quality planning concepts
are mentioned in the film? 2.
Fill in the gaps to make phrases used in the video. 1. customer __________ questions. 2. __________ upgrade. 3. everything you do must be of
__________ __________. 4. this represents a __________ of
standards. 5. __________ designed to improve
quality. 6. frequent __________ are
required. 7. CMMI __________ for Capability
Maturity Model Integration. 8. emphasis to __________ attained
quality processes. 9. making the process more
__________ and _________. 10. a huge danger of
__________ CMMI and Agile. Grammar: Active Voice 1. Work individually. Study the
information below. Grammar Tenses Present Tenses
2. Read the description of the
Present Tenses and do exercises afterwards. Present Simple
Present Continuous
Present Perfect
Present Perfect
Continuous
3. Using the words in brackets,
complete the sentences below with the appropriate tenses of Simple Present or
Present Continuous. 1. Usually, I (to work) as a
secretary at the quality management department, but this summer I (study)
Italian at a language school in Rome. That is why I am in Rome. 2. I'm sorry I can't hear what you
(to say) because everybody (to talk) so loudly. 3. Edward (to write) currently a
book about hot tips on resume writing. I hope he can find a good publisher. 4. Shhhhh!
Be quiet! Mary (to work). 5. Gerry: Can you help me with
monitoring the credit and debit accounts tonight? 6. Denise: Oh, I'm sorry, I can't.
I (to go) to a theatre tonight with some friends. 7. Every month, Sally (to prepare)
a tax report. 4. Using the words in brackets,
complete the sentences below with the appropriate tenses of Present Perfect
or Present Continuous or Present Perfect Continuous. 1. They (to test) their products
lately. 2. John (to work) for Tesco since
he graduated from Harvard University. Until recently, he (to enjoy) his work,
but now he (to talk) about retiring. 3. Lucy: How long (to be) in Paris? Sean: I (to study) here for more
than two years. 4. Tim: What is that sound? Nancy: A car alarm (to ring)
somewhere down the street. It (to drive) me crazy – I wish it would
stop! It (to ring) for more than twenty minutes. 5. John: Where is Larry? Sarah: He (to study) at the
library for his chemistry test on Wednesday. In fact, he (to
review) the material for the test every day during the last week. 6. Where have you been? We (to
wait) for you since 2 PM. 7. I (to observe) Lora for more
than five years and during that time I (to notice) many changes in her
personality. 5. Read the description of the
Past Tenses and do exercises afterwards. Past Tenses
Past Simple
Past Continuous
Past Perfect
Past Perfect
Continuous
6. Using the words in brackets,
complete the sentences below with the appropriate tense of Past Simple, Past
Perfect, Past Continuous or Past Perfect Continuous. 1. A: When I (to call) you
yesterday afternoon you (not to be) in your office. Where (you to be)? B: I (to have) lunch with my boss.
2. We had a tradition. Each worker
(to go) to his boss once a week to report about the progress he (to do) for a
previous week. 3. When I (to walk) through the
corridor I (to think) about the necessity to keep costs low and material use
to a minimum. 4. After I (to finish) the
financial report I (to give) it to my boss. 5. I (list) my seasonal jobs and
then I (start) to write about my job objective. 6. This time yesterday Kevin (to
prepare) goods for shipment to supermarkets. 7. He (to study) for 4 years
before he (to get) a Bachelor’s Degree. 8. I (to get) an invitation for
the job interview a week ago. 9. A: Did he work at that agency
before she retired? B: Yes, he did. A: How long (to work he) there
before he retired? 7. Using the words in brackets,
complete the text below with the appropriate tenses Past Perfect or Past
Perfect Continuous. I'm sorry I left without you last
morning, but I told you to meet me early because the meeting started at 8:00
and I didn't want to miss it. By the time I finally left the reception room
where we were supposed to meet, I (to check) documentation once again and I
(to wait) over an hour. I had to leave because I (to arrange) to talk to
Mr. Luther before the meeting. When I (to come) into the
conference room, Mr. Luther (to talk) to the council already and he was
waiting for us. He was really angry because he (to wait) for more than half
an hour. 8. Read the description of the
Future Tenses and do exercises afterwards. Future Tenses
Future Simple
Future Continuous
Future Perfect
Future Perfect
Continuous
9. Using the words in brackets,
complete the sentences below with the appropriate Future Tense (in several
cases you’ll have to use one of Present Tenses). 1. Right now, I am interviewing
new candidates. Tomorrow at this time, I (to interview) new candidates as
well. 2. Tomorrow after classes, I (to
go) to my grandmother. 3. I am going on a vacation to St.
Anton. While you (to do) paperwork and (to talk) to annoying customers on the
phone, I (to ski, to snowboard). Are you jealous? 4. Suppliers are going to come
tomorrow. If James (come) up, while we (to discuss) the problems, I (not to
be able) to talk to him personally. 5. While the entire Project team
(to develop) design of a package, Mary (to try) to get her boyfriend to the
phone. 6. When tomorrow I (to get) to
work, Sam and Don (to file) papers, Sue (to make) photo copies, John and Mark
(to talk) about computers, and Marsha (to talk) to somebody on the phone.
They are always doing the same things. They are so predictable. 7. When you (to get) off the
train, I (to wait) for you. 8. I am sick of testing this
products for a thousand time! I hope, when we (to do) final testing tomorrow
morning, we (to celebrate) it. 9. If you (to need) my help next
week, I (to be) in the office in San Francisco. 10. If you (to want) to become a
package engineer, you (to have to) study hard. 11. If you (not to turn off) that
music, I (to call) police. 10. Define what Grammar Tense the
description belongs to. Ex: general truths or facts -
Present Simple 1. to express the future for plans
or facts connected with timetables or schedules; 2. implies that the action was
unfinished and was still going on at a specific time in the past; 3. to express the future,
especially for personal plans arranged in advance; 4. can refer to an action or situation
which began in the past and continues to the present. “For” and “since” tell
us how long something has continued; 5. is not connected to the present
because the action began and ended in the past. Specific time expressions are
“ago”, “yesterday”, “last week”, “when I was a child”; 6. is used when to talk about an
activity that will be completed by a certain moment in the future. This time
is indicated by the use of expressions such as “by the time”, “in 2001”, etc; 7. to make a spontaneous decision
about some future actions at the time of speaking; 8. to express a prediction based
on certain conditions or concessions or to give a warning; 9. refers to actions which were
completed in the past but still have relevance in the present. The exact time
of the action is unknown or unimportant. We are interested in the result or
effect of that action on us now; 10. to talk about habits or
customs; 11. refers to an action that was
happening before a definite time in the past, and which finished before the
time. It also tells us how long something had continued before another
activity took place; 12. incomplete action happening at
the moment of speaking (usually a temporary activity); often with “now”, “at
the moment”, “right now”; 13. incomplete actions that are taking
place, but not necessarily, at the moment of speaking; 14. when we know that something
will be in progress at a time in the future; 15. to express a simple future
action; 16. is used to refer to an
activity that happen before another activity or time in the past. In order to
emphasize the fact that the activity was completed earlier, we use time words
like “when”, “after”, “before”, “by the time”; 17. refers to an activity which
began in the past and continues to the present. It is often still going on in
the present. We can emphasize the duration of this activity with time
expressions such as: “for”, “since”, “all day”. 11. Analyze the following sentences and define their Grammar Tenses.
The first is done for you. Ex: The sun rises in the east. - Present
Simple (The verb “rises” is in the first form. It has the ending “-es” because it comes with the noun “sun” - third person,
singular.) 1. Michael went to Moscow last
year. 2. We are discussing the problem
right now. 3. She has broken her leg. 4. She has been waiting for the
last two hours. 5. The lawn was wet because the
gardener was watering the grass. 6. We had been diving for one hour
when we ran out of oxygen. 7. When I had finished all my
work, I went home. 8. Someone's at the door. I'll get
it. 9. Meet me at 7.00 tonight. I'll
be waiting at the entrance of the cinema. 10. By this time next year I will
have finished my degree course. 12. Circle the letters of the
correct verb forms the complete the sentences. 1. Before Mr. Smith took the
position of a manager, Mr. Fisher _______ development of protective packaging
containers.
2. Lucy is a Package Designer. She
_______ fond of her job.
3. James is a student now. He
_______ of becoming a Package Engineer since he was a child.
4. Susan _______ a report now.
5. Mr. Collin is looking for you.
He _______ your advice on packing procedures.
6. They _______ innovations in
packaging materials all day yesterday.
7. I suppose we _______
specifications of the product by 5 pm tomorrow.
13. Compose sentences out of the words
from the columns. Use as many Grammar Tenses as you can. Ex: Our Project Team Leader is
representing the designed package at this moment.
Career skills: Introducing
yourself When we meet business contacts for
the first time, we usually give information about ourselves, for example,
name, nationality, job title and company. We may also need to ask people for
information about themselves. Look at the following examples. 1. Match the questions 1-4 with
the responses a-d . 1. What's your name? 2. Where are you from? 3. What do you do? 4. What company are you with? a) I'm (an IT manage). b) I'm (Tom Allen). e) I'm (from the UK) I'm
(British). d) I'm (with Alcoa). 2. Work with a partner. Use the
information on the business cards to introduce yourself to your partner and
ask questions. Student A 1. live / Sweden / six months
(past simple) 2. No - but / study marketing /
university (present perfect - past simple) 3. work in design / manage team
projects (present simple) 4. Yes - really like it (present
simple) 5. work / design / 2006 (present
perfect) 6. go swimming (and give real
information about yourself) (present simple) (think of your own
reasons) Student B 1. live / Brazil / two years (past
simple) 2. Yes - work / quality manager /
three years (present perfect - past simple) 3. manage staff of 12 (present
simple) 4. Yes - really like it (present
simple) 5. go / the cinema (and give real
information about yourself (present simple) 6. (think of your own reasons) Dilemma: Good and Ideal Quality
Planning – How to Plan for Your Project? Process Task: Imagine that you are
a project manager and you need to make up a Quality Management Plan. The name of the company:______________________________ Address: ________________________ Types of
Production:_______________________________ The Quality Management Plan: - Quality objectives - Key project deliverables and
processes to be reviewed for satisfactory quality level - Quality standards - Quality control and assurance
activities - Quality roles and
responsibilities - Quality tools - Plan for reporting quality
control and assurance problems Purpose Result Quality Management Plan segment of
the Project Plan Word list
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