Read the article below about lean manufacturing.

For each sentence 20-25 mark one letter (A, B or C).

In the middle of the eighteenth century, machinery started to replace craftspeople and their skills, and the era of mass production began. Increasingly, production moved into factories, where one specialized machine was able to do the job of many people. Factories became huge places, where large amounts of raw material and stock was stored and manufacturing systems were fixed and inflexible.

Lean manufacturing was developed in Japan in the middle of the twentieth century. It provides an alternative approach to mass production. With this approach, goods are developed and produced in a way that uses less time, effort, space, energy and investment. The operation responds quickly and flexibly, producing and ordering parts as they are needed. Materials flow constantly through the factory instead of being stored in large quantities. By removing as much excess or waste from the system as possible, the company is able to provide the customer with the best value at the end of the process.

The ideas behind lean manufacturing were first developed by Toyota in the early 1950s for its car production system, the Toyota Production System. It is only more recently, however, that European and US companies have started to implement these ideas. Lean manufacturing is also sometimes referred to as ‘continuous improvement’, from the Japanese word kaizen meaning ‘transforming value’. Lean manufacturing has prompted a return to an emphasis on people, skills and more personal commitment in the workplace. Many companies and other operations these days are smaller, with highly skilled and motivated employees working in teams.

‘Lean’ is a term used widely now in business, and the term ‘lean management’ now appears in different places and projects. In lean project planning, for example, long-term goals and objectives are still set, but are reviewed and changed more frequently. Key performers in the project are involved in planning the stages of the work and reflect on what they learn as the project unfolds. They then use that new knowledge to identify and solve problems as well as improving their own performance.

20 Before the eighteenth century A production moved into factories. B craftspeople used their skills to produce goods. C one machine could do the job of many people.

21 Mass production meant that A manufacturing systems became more flexible.

B fewer people were needed to produce goods. C raw material was bought when it was needed.

22 The main aim of lean manufacturing is to produce A as many goods as possible.

B goods as quickly as possible. C goods as efficiently as possible.

23 The Toyota Production System A was a way of producing cars with a minimum of time, cost and waste.

B is also known as Kaizen. C was copied by companies in Europe and the USA immediately.

24 Mass production, compared to lean manufacturing, requires A less personal commitment from employees. B employees to make decisions and solve problems.

C employees to reflect on systems and procedures.

25 Lean project planning requires the people who are involved A to be able to achieve goals and objectives on time. B to be flexible and willing to develop. C to have all the knowledge they need at the start of the project.

Task 2 Write a formal email based on the following brief. Write about 40-60 words.

Daniel Brooks has been a client of yours for many years. He has just phoned to complain that a recent order was delivered four days late. You apologized on the phone, but you also want to apologize in writing.

Write an email to Daniel: apologizing again for the problem / explaining what caused the late delivery /offering a 15% discount on the next order.

To: Daniel Brooks

Cc:

Subject: Order 872/-6B

  Dear Daniel Brooks  

Task 2

discuss Option 1 Customer service

You work as a manager in a large department store. You are part of a small team set up to improve the customer’s experience of shopping at your store.

Discuss the situation together and decide:

· what customer facilities could be added to the store

· what customer services could be offered to the customer

· what financial services and benefits could be offered to customers.

Option 2 Discuss: Who should we send abroad?

Your department needs to send one member to work abroad for six months to meet potential clients and get new business. There are several younger members of the department who are possible candidates.

Discuss with your team what kind of person you should choose and why. Try to agree on two main qualities.

hard-working /adventurous / flexible / honest / ambitious /outgoing / calm/ organized

Task 4 Questions 26-40

Дата добавления: 2015-12-08