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1、商务英语（上）简答题总结 几个重要概念 STEP analysis-STEP stands for Sociological, Technological, Economic and Political. (STEEP-Sociological, Technological, Economic, Ecological and Political). It is a useful management tool which helps companies understand the external factors that can affect their businesses. TQM-I
2、t stands for Total, Quality, and Management. SWOT-It stands for Strengths, Weaknesses, Opportunities, and Threats. It is a management tool which helps an organization to identify its strengths and weakness, understand the opportunities presented by the marketplace and the threats that it faces in th
3、e market. SMART-It stands for Specific, Measurable, Achievable, Relevant, and Timed. It is a important planning tool which helps an organization to realize its goals. It makes the goals specific, measurable, achievable, relevant and timed. It can help check the feasibility of the objectives made by
4、the company. Annual report-It will look back over the year and will talk about the profit and loss account, detail the cash-flow forecast, where cash has come from, where its gone, and also will look at the balance sheet at the beginning or end of the year thats just ended. The balance sheet -this s
5、tatement shows an organizations assets(what is owns)against its liabilities(what it owes) at a particular time-usually the beginning or end of a financial period, such as a month or year. Cash flow- The cash flow shows where cash comes from and where it goes over a period of time. The cash-flow fore
6、cast is a document thats going to enable you to monitor and control your business. The profit and loss account-This compares what the company has earned from sales with what the company spent to make those sales. 作业 1 Module 1 Changes and the company 1What are the different ways in which organizatio
7、ns can be structured？ Organizations often have either a tall structure or a flat structure. A tall structure usually has many levels or layers of management. It is hierarchical. A flat structure has fewer layers of management. This often results in more individual responsibility. 2What factors may c
8、ontribute to the changes in an organization？ It considers changes which have happened as a result of technology, new working practices and increasing globalization. Sociological, Technological, Economic, Ecological and Political factors may contribute to the changes in an organization. 3. How have t
9、hese changes affected people at work? How have the changes affected people personally? Effects on people at work: Positive: working with new technology, such as quicker communication , to be more convenient，efficient, increased efficiency, Work from home/telecommuting. Increased job security Going t
10、o other country or place to work/ Set up ones own business, developing his career Negative: Bring more challenge and opportunities Under great pressure, stressful and difficult, severe competition Effects on people personally Experiencing a different lifestyle Traveling Improved salary Change a job
11、easily 4How does an organization operate in a global market？(p22) In response to this growing global market, companies need to make changes to adapt. 1)Building capacity-Businesses have attempted to remain competitive and commercially profitable on the global market. They have also aimed to attain w
12、orld-class performance. 2)Investing in people-Focusing on developing the potential of each individual employee. 3)Meeting customer expectationsSatisfying the greater choice as well as lower prices demanded by customers 4)Strengthening the role of management-Promoting a vision that everyone working i
13、n the company can understand. 5. Advantages and disadvantages of working at home? Advantages: Disadvantages No traffic jams-Saving time More flexible Get more free time. Fewer distractions. More work can be done. People feel isolated. Less human contact Less social activities. Find a balance between
14、 working at home and working in the office. One cant work in complete isolation. One needs some contact with the outside world. Module 2 The Customer 6 How important is a strong customer service policy to the success of the company? A companys success mainly depends on the customers . Without a stro
15、ng customer service, a company cant make living and survive for a long time. A strong customer service policy ensures the improvement of the customer service. 7. What is a company supposed to do to improve customer service? Making everyone aware of how important a good customer service is. Train the
16、 staff on customer care. Every one should learn to be more helpful, pleasant and friendly Provide a friendly environment to get customers feedback quickly to meet their needs. 8. About brand values, what should a company do to increase its brand value? The five brand values are: quality, friendliness,
