1. Week 12 – Unit 16: Quality Quote of the Week –Quality is the elimination of variation. - W.E. Deming (1900 - 1993), American quality expert

2. Week 12 – Unit 16: Quality Definitions of Quality –http://dict.die.net/quality/http://dict.die.net/quality/ –http://en.wikipedia.org/wiki/Qualityhttp://en.wikipedia.org/wiki/Quality

3. Week 12 – Unit 16: Quality Discussion - Starting Up –Discuss different ways of measuring quality »Exercise A »Exercise B »Exercise C

4. Week 12 – Unit 16: Quality Discussion – Additional Resources –Dell Computers http://www.dell.com/ –Information about customer support for its online customers »http://support.euro.dell.com/uk/en/http://support.euro.dell.com/uk/en/ –An article in the Fast Company magazine archive, How Dell Sells on the Web, which looks at how Dell has built up its relationship with its online customers by offering new levels of service »http://www.fastcompany.com/online/17/dellsell.htmlhttp://www.fastcompany.com/online/17/dellsell.html

5. Week 12 – Unit 16: Quality Language Review – Vocabulary: Quality control & customer service –Words for talking about quality control & customer services »Exercise A »Exercise B –Problems –Quality control –Customer service »Exercise C

6. Week 12 – Unit 16: Quality Texts - Reading: Reading: Defining quality –"New-style quality" »Exercise A & B »Exercise C & D »Exercise E –Profit margins –Balance sheets –Stock control »Exercise F, G & H

7. Week 12 – Unit 16: Quality Language Review - Prepositions of time At is use with clock times, feast days, and certain periods of time. On is used with days and dates. In is used for longer periods. By is associated with a deadline. For refers to a period of time During can be used instead of in with periods of the day, months, seasons, years, decades, and centuries. Since is used if we say when something started in relation to the present

8. Week 10 – Unit 14: Leadership Texts – Listening –Two interviews about defective products Enid Wong, a business executive based in Hong Kong Lisa Soares, an Argentine student studying for an MBA in London »Exercise A, 16.1 »Exercise B, Enid Wong, 16.2 »Exercise C »Exercise D, Lisa Soares, 16.3

9. Week 12 – Unit 16: Quality Skills - Telephone complaints Skills - Useful language –Complaining Making the complaint Explaining the problem Insisting Threatening –Dealing with complaints Showing understanding Getting the facts Making excuses Promising action »Exercise A & B

10. Week 12 – Unit 16: Quality Texts - Additional Reading –Fast Company online magazine deals with issues of the new economy and workplace http://www.fastcompany.com/homepage/ –A list of articles on customer service »http://www.fastcompany.com/online/resources/custser v.htmlhttp://www.fastcompany.com/online/resources/custser v.html –An interesting interview, Four who know how, in which four leaders from different fields give their answers to a key customer service question »http://www.fastcompany.com/online/11/fourknow.ht mlhttp://www.fastcompany.com/online/11/fourknow.ht ml

11. Week 12 – Unit 16: Quality Texts - Additional Reading –The Lycos Small Business guide to Sales and Marketing http://www.lycos.com/business/sales.html –Good basic introduction to issues of total quality management, TQM »http://www.lycos.com/business/cch/guidebook.html?l pv=1&docNumber=P03_9000http://www.lycos.com/business/cch/guidebook.html?l pv=1&docNumber=P03_9000

12. Week 12 – Unit 16: Quality Case Study - Western Airport –Work out an action plan following complaints from passengers Task 1 –Action for improving customer service –The Customer Relations Dept. of WAA –A major airline –Airfare Task 2 –Telephone calls about the plans for improvement –The Manager of the Customer Relations Dept. –A dissatisfied customer

13. Week 12 – Unit 16: Quality Case Study - Additional Case Study –The Marketing Council's innovation page http://www.innovation.org.uk/library/casestudies/ex pert/index.htmlhttp://www.innovation.org.uk/library/casestudies/ex pert/index.html –A useful case history of Guinness's initiatives aimed at changing the way it relates to its customers »http://www.innovation.org.uk/library/casestudies/expe rt/guinness.htmlhttp://www.innovation.org.uk/library/casestudies/expe rt/guinness.html

14. Week 12 – Unit 16: Quality Case Study - Writing: memo –Memo to General Manager about the decisions for improving service at the airport