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1、,After studying this unit, you should be able to:,receive a quality complaint conduct an effective investigation of a quality problem take necessary corrective if its “to spec.”, we think its up to grade. Bill: You mean there are no more quality checks along the rest of the production line? Victor:
2、Yes. Filling, capping, labeling and packaging are all done by machines. But it looks as if we should start sampling at the filling stage from now on.,Listening 2/TASK 1,Cause Investigation,Bill: Yes, quite! Victor, please have your people conduct a full inspection of any of that batch still left in
3、the warehouse. Dave, would you please look into the cause with the support of Hunter? Lets meet here again at 2:00 this afternoon.,Listening 2/TASK 2,Cause Discovery,(At 2:00 p.m., a second meeting is held with the same people present.) Bill: Good afternoon, guys. How are things going? Dave: Good ne
4、ws. Weve found the cause and fixed the problem already. Bill: Really? Hunter: Yes. The problem was with one of the piston filling heads of the shampoo filler. Victor: What was wrong? Hunter: The computer that controls the shampoo filler was infected by a virus, and this made one piston filling head
5、suspend operation for five seconds every day. Dave: You know, under normal circumstances, it takes 50 seconds to fill a bottle. The suspension means that each day there was one bottle with one-tenth less product.,Listening 2/TASK 2,Cause Discovery,Bill: I get it. Have you corrected the program? Hunt
6、er: Yes. And our technicians will monitor the program at fixed intervals from now on. Victor: Our QC inspectors have found five bottles short of filling in our stock. Jenny: They also found three more at Guru. Bill: Joyce is a newly-developed product launched last year, and it has built a very good
7、reputation so far. I think we should look into our QC systems and see if there are any other potential problems. Jenny: I agree. However, finding the solution so quickly this time will surely satisfy Guru and hopefully, its customers. Guru is our No. 1 distributor and we must keep them happy! Bill:
8、Yes, lets talk about compensation now.,Watching 2/TASK 1,Feedback and Correction,(Frank arrives at the Guru Supermarket to give Susan feedback.) Frank: Hi, Susan. Im back. Susan: Hi, Frank. Nice to see you again! Ive been looking forward to hearing from you. Frank: Well, good news! Weve found the ca
9、use: there was something wrong with one of the shampoo-filling machines. Susan: I dont understand. You know, Ive no idea about shampoo production. Frank: Well, the process goes through six main steps, that is, compounding, QC check, filling, capping, labeling and packaging. The problem occurred in t
10、he filling step. Susan: Really. What was it? Frank: After the QC check, the shampoo is pumped into a holding tank, then filled into the bottle on the production line.,Watching 2/TASK 1,Feedback and Correction,Susan: The shampoo-filling machine? Frank: Yes. When the empty bottles move along a conveyo
11、r belt to the filling carousel which holds the shampoo, they are filled with shampoo. Susan: How did short filling occur then? Frank: A computer is used to control the filling time and speed. And one computer controlling the filling machine was infected with a virus and made one filling head suspend
12、 operation for five seconds every day. So this is what led to the short filling. Susan: I see. Well, its good you have solved the problem. Ill contact my customers and let them know.,Watching 2/TASK 2,Complaint Settling,(Susan and Frank meet Helen and Shirley to settle the complaint.) Susan: Good af
13、ternoon. Were sorry for all the inconvenience this has brought you. This is Frank, the manufacturers sales representative. Frank: How do you do? Helen &Shirley: How do you do? Frank: I dont usually get to meet customers, but since this is a very special case, I want to make sure things are settled t
14、o your complete satisfaction. Helen: Well, I always buy your brands because of their high quality. When I found one bottle was short-filled, I was surprised but thought there must have been a fault of some sort.,Watching 2/TASK 2,Complaint Settling,Frank: Youre absolutely right. We wont risk losing
15、customers by doing this on purpose! Actually, there was a technical problem with our shampoo-filling machines, and now weve fixed it. I promise this wont happen again in future. Shirley: Im also a faithful user of Joyce shampoo. I like its unique fragrance. Frank: What we can do is refund you the co
16、st of the defective bottles and offer each of you three bottles of shampoo in compensation. Helen: Thats great! Shirley: Thank you!,Watching 2/TASK 2,Complaint Settling,Frank: And thank you for choosing our products and drawing our attention to such a serious mistake. To show our gratitude, wed like to invite you both to visit our head office in Guangzhou at our expense. Helen: Wonderful! Shirley: Thats ve
