Henry Ford, an American industrialist, the founder of the Ford Motor Company:
If I had asked my customers what they wanted, they would have said a faster horse.
There is one rule for the industrialist and that is: Make the best quality of goods possible at the lowest cost possible, paying the highest wages possible.
Richard Branson, an English business magnate and investor, best known as the founder of Virgin Group of more than 400 companies:
If you look after your internal customers, you dont have to worry about your external customers.
Weve got an engaging, edgy, vibrant, fun product,... It may or may not work, but were going to give it our best shot.
William Edwards Deming an American statistician, professor, and consultant: In the future there will be two kinds of companies those who have implemented Total Quality Management and those that have gone out of business; you do not have to do this survival is not compulsory.
Render the text in English.
ISO 9000 , . ISO 9000, 190 , , , .
, ISO 9001. ISO ISO 9001. . ( ). , , . .
Role - playing
You are a customer. Consider your favorite product or service. What do you value in it, and what matters most? Discuss with your partner, who is a supplier, your requirements for the product or service as well as possible ways of its further improvement and development.
Case-study/Project
Consider an organization with which you are familiar (perhaps, your University/Academy, or a company which you have worked for). Think over the arguments you would use to persuade the organization to adopt and implement Quality Management. How would your organization get the best out of an ISO 9000 Standard application?
Self-assessment grid
| Tick (✓) Yes or No answers in appropriate columns and lines to self-assess your knowledge and skills. | Yes | No |
| I know: | ||
| - the topical vocabulary Quality management; | ||
| - what quality management is and why it is so important to follow international standards for quality management; | ||
| - different meanings of the word number; | ||
| - the difference in the meaning and usage of the expressions on the whole and as a whole; | ||
| - the difference in the meaning and usage of the words aim, goal, objective, target, purpose; | ||
| - some proverbs/sayings with the verb let. | ||
| I can: | ||
| - use the phrasal verb let with different particles; | ||
| - comment on some famous businessmens quotations; | ||
| - role-play (discuss the qualities of a favorite product/service); | ||
| - find enough argument to persuade a company/ organization to adopt and implement quality management standards. | ||
| Total number of positive/negative answers: | ||
PART II: SPECIAL MANAGEMENT
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MoMMMmMMmmmmm odule 11
Pre-reading issues
1. What functions does the Federal Customs Service perform?
2. Do you agree that the FCS is of the utmost importance for the security and well-being of the country?
3. Should the FCS be properly organized and managed? How can it be done?
