一、选择填空，从每题选项中选出一个能填入空白处的最佳选项（每题10分）。
1．—What\’s the latest situation with all these customer complaints we\’ve been receiving?
—___________the quality of the material has not always been up to standard.
I believe
I’m afraid
I think
2．—I suggest you offer affected customers a discount on their next store purchase, explain the situation and apologize to them.
—Right, of course.___________________
I’ll get on it right away.
I got it now.
I understand perfectly.
3．— How is everything going?
— ________________, we\’ve been quite busy this month and there\’s been quite a lot of progress since the last inspection.
You can just look
As you can see
Please just look around
4．—________________ about it now?
—Every time a customer has complained we\’ve followed our store policy and offered them an exchange or a full refund.
What’s the plan
What’s be doing
What’s being done
5．— I\’d like to take a look first at those structural support beams that were going to be put in place on the second floor.
—____________, here\’s your jacket and helmet, and you\’d better put on these boots as well – it\’s our site policy.
Good
You’re welcome
Certainly
6．I\’m going to have a ________ with Mark about this issue tomorrow.
speech
sentence
word
7．A Chinese company is going to _______ over the well-known Japanese company TOSHIBA Corporation.
get
take
turn
8．Proper controls that should ________________ developed as part of routine safety procedures were not in place.
has been
have been
be
9．The products of this company are always _________ to standard, they have very strict quality control process.
close
down
up
10．Unluckily, some Quality Management System failures _____________ headlines.
do make
does make
do not make
11．Apple almost lost its dominance in the smartphone market ________ it became clear that it was difficult to make a call using the much expected iPhone 4.
when
that
where
12．Let\’s go ______ the reports on the latest work.
over
with
to
13．Our new school building is __________ construction.
under
in
having
14．Then the situation _____________ worse by human error because of the lack of proper training.
was
was made
has became
15．Not only ________ many cars built in the 1970s ugly and poorly designed, they also became very unreliable after 40-50 thousand miles.
was
are
were
16．二、阅读理解
阅读下面的文章，根据文章内容选择题目答案。（每题10分）
Quality control is a series of activities that ensure and improve the quality of products and service.
The term \’quality control\’ came into common use in the 1950s because of W. Edward Deming. His \’Fourteen Points\’ have become the bible for quality control specialists. When the post-war world returned to regular manufacturing, Deming said that inspecting product quality after they were made was unacceptable. Instead, he proposed a process known as \’statistical quality control\’. It would use closely monitored performance measures to control quality while a product was being made. The goal of statistical quality control was to gather data that would allow for the constant improvement of manufacturing processes. This would in turn improve quality control.
Another important principle of Deming\’s beliefs was that upper management should be responsible for quality failures. He strongly believed that it was possible for the workers to work hard to produce the highest quality products if they were given the right tools and working environment. In Deming\’s own words, \’the basic cause of sickness in American industry and the resulting unemployment is a failure of top management to manage.\’ He believed that strong leadership led to a motivated work force.
If strong leadership is the term for managers in a quality environment, then empowerment is the key concept for workers in Deming\’s system. Improved education and training are key factors in reaching employees and making them believe that their increased participation in the work process is an essential part of improving quality. Involvement, participation, and teamwork are seen as absolute \’must haves\’ if a quality workplace is to be created.
The Japanese were the first to use Deming\’s Fourteen Points, and made great success. As an example, one Japanese factory doubled production in just one year and was expecting to gain an additional 25 percent improvement the following year, with no increase in the amount of working hours. All this happened as a result of simply improving quality. It was in the late 1970s that American manufacturing factories realized that quality control was a significant issue. By that time, Japanese firms such as Honda and Sony were taking over large portions of the American consumer market while it took most American firms until the 1990s to put quality control practices in place.
操作提示：通过题干后的下拉框选择题目的正确答案。
According to W. Edward Deming, what is the best time to control product quality?
A. Before a product is made. 1
B. After a product is made.
C. During the production process.
2. When there are quality failures, where does W. Edward Deming think the blame lies? 2
A. In the workforce.
B. In the upper management.
C. In the tools.
3. Which of the following will not help to create a quality workplace? 3
A. Working alone.
B. Group participation.
C. Training programs.
4. During which period were some Japanese firms winning American consumer markets over American firms? 4
A. 1990s.
B. 2000s.
C. 1970s.
5. According to the passage, which of the following statements about quality control is NOT correct? 5
A. Quality control can lead to great success for a company.
B. Quality control can be done within one department.
C. Quality control requires constant improvement.
(1)
(2)
(3)
(4)
(5)
17．二、阅读理解
阅读下面的文章，根据文章内容判断文章后的句子是正确（T）还是错误（F）。（每题10分）
A Quality Management System (QMS) should clearly understand customer requirements, and to provide good design, qualified production in an effective and efficient way.
When the Quality Management System fails to fulfill its function and customer requirements are not met, customers might be upset; management and employees both might be unhappy, but its negative influence is not so wide-spread. Unluckily, some Quality Management System failures do make headlines.
Here are three cases of famous quality management failures:
3 Mile Island
The worst nuclear disaster in U.S. history broke out at the 3 Mile Island reactor facility in eastern Pennsylvania in March 1979. Proper controls that should have been developed as part of routine safety procedures were not in place. Then the situation was made worse by human error because of the lack of proper training. The only new nuclear power stations built since that day were the ones already under construction.
Ford Pinto
The Ford Pinto is the most well-known and the worst disaster in the whole U.S. automobile industry in the 1970s. Apparently the entire U.S. auto industry decided to spend the 1970s resting on their laurels after building great cars that sold well during the sixties. Not only were many cars built in the 1970s ugly and poorly designed, they also became very unreliable after 40-50 thousand miles. The Pinto tops the list of QMS failures because of its dangerous design faults and the questionable ethical decisions made by top management.
iPhone 4
Apple almost lost its dominance in the smartphone market when it became clear that it was difficult to make a call using the much expected iPhone 4. Calls were dropped suddenly and frequently causing wide spread dissatisfaction among loyal customers who had upgraded to the new model early on. Independent tests showed that touching the left side of the case at a certain spot interrupted the signal and dropped the call – not a great feature for a handheld device mainly used to make calls. Meanwhile Apple continued to deny or minimize the problem. As the problem continued to make news headlines, Apple eventually agreed to a “voluntary” recall to correct the problem.
All of the above famous quality management failures could probably have been prevented if the principles of a fully functioning quality management system had been in place.
操作提示：句子正确选择下拉选项框为“T”；句子错误选择下拉选项框为“F”。
A company should provide well designed products. 1
2. A company should place company\’s interest at the first place. 2
3. A company should reduce the amount of waste. 3
4. A company should satisfy all employees\’ requirements. 4
5. A company should produce qualified products. 5
(1)
(2)
(3)
(4)
(5)
18．二、阅读理解
阅读下面的文章，根据文章内容判断文章后的句子是正确（T）还是错误（F）。（每题10分）
A Quality Management System (QMS) should clearly understand customer requirements, and to provide good design, qualified production in an effective and efficient way.
When the Quality Management System fails to fulfill its function and customer requirements are not met, customers might be upset; management and employees both might be unhappy, but its negative influence is not so wide-spread. Unluckily, some Quality Management System failures do make headlines.
Here are three cases of famous quality management failures:
3 Mile Island
The worst nuclear disaster in U.S. history broke out at the 3 Mile Island reactor facility in eastern Pennsylvania in March 1979. Proper controls that should have been developed as part of routine safety procedures were not in place. Then the situation was made worse by human error because of the lack of proper training. The only new nuclear power stations built since that day were the ones already under construction.
Ford Pinto
The Ford Pinto is the most well-known and the worst disaster in the whole U.S. automobile industry in the 1970s. Apparently the entire U.S. auto industry decided to spend the 1970s resting on their laurels after building great cars that sold well during the sixties. Not only were many cars built in the 1970s ugly and poorly designed, they also became very unreliable after 40-50 thousand miles. The Pinto tops the list of QMS failures because of its dangerous design faults and the questionable ethical decisions made by top management.
iPhone 4
Apple almost lost its dominance in the smartphone market when it became clear that it was difficult to make a call using the much expected iPhone 4. Calls were dropped suddenly and frequently causing wide spread dissatisfaction among loyal customers who had upgraded to the new model early on. Independent tests showed that touching the left side of the case at a certain spot interrupted the signal and dropped the call – not a great feature for a handheld device mainly used to make calls. Meanwhile Apple continued to deny or minimize the problem. As the problem continued to make news headlines, Apple eventually agreed to a “voluntary” recall to correct the problem.
All of the above famous quality management failures could probably have been prevented if the principles of a fully functioning quality management system had been in place.
操作提示：句子正确选择下拉选项框为“T”；句子错误选择下拉选项框为“F”。
provide well designed products. 1
2. place company\’s interest at the first place. 2
3. understand customer needs. 3
4. satisfy all employees\’ requirements. 4
5. produce qualified products. 5
(1)
(2)
(3)
(4)
(5)
19．二、完型填空（每空10分）。
操作提示：通过题目中的下拉选项框选择恰当的词语补全填空。
Total Quality Management (TQM) is a 1 and structured approach to organizational management that seeks to improve the quality of products and services 2 ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization 3 may be in adherence to established standards, such as the International Organization for Standardization\’s ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, 4 schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality management 5 the customer\’s point of view.
(1)
(2)
(3)
(4)
(5)
20．二、翻译
为下面的句子选择正确的翻译（每题10分）。
操作提示：通过题干后的下拉框选择题目的正确答案。
Quality control is a series of activities that ensure and improve the quality of products and service. 1
A. 质量控制是一系列确保提高产品质量的服务行为。
B. 质量控制是确保和提高产品和服务质量的一系列行为。
C. 质量控制是一系列确保和提高产品质量及服务的行为。
2. The goal of statistical quality control was to gather data that would allow for the constant improvement of manufacturing processes. 2
A. 统计质量控制的目标在于收集数据以便不断地改进制造工艺。
B. 统计的目标在于质量控制，收集数据以便不断地改进制造工艺。
C. 统计质量控制的目标在于收集数据，不断地允许改进制造工艺。
3. Involvement, participation, and teamwork are seen as absolute \’must haves\’ if a quality workplace is to be created. 3
A. 员工介入、员工参与以及团队合作是绝对的“必须有的东西”，如果要创造高质量的工作环境。
B. 如果要创造高质量的工作环境，员工介入、员工参与以及团队合作被视为绝对的“必要条件”。
C. 如果高质量的工作环境要被创造出来，绝对的“必须条件”被视为员工介入、员工参与以及团队合作。
4. It was the late 1970s that American manufacturing factories realized that quality control was a significant issue. 4
A. 它是在1970年代晚期美国的制造业工厂才意识到质量控制是一个重大问题。
B. 美国的制造业工厂在1970年代发现质量控制是一个重大问题已经很晚了。
C. 1970年代晚期美国的制造业工厂才意识到质量控制是一个重大问题。
5. Doorways offer no greater protection than any other area. 5
A. 出入口的保护作用比其他区域的更强大。
B. 出入口的保护作用不比其他区域强大。
C. 出入口的保护作用不能与其他强大区域相比。
(1)
(2)
(3)
(4)
(5)
21．二、听力理解
听对话录音，根据对话内容完成下方题目（每题10分）。
音频。
操作提示：通过题干后的下拉框选择题目的正确答案。
What is the product they are talking about? 1
A. Skirts.
B. Shirts.
C. Materials.
2. What is the problem with the product? 2
A. Quality.
B. Color.
C. Quantity.
3. Who first finds out the problem? 3
A. The supplier.
B. The customer.
C. The store.
4. Who first receives the customer\’s complaints? 4
A. The supplier.
B. The manager.
C. The store.
5. What is the source of the problem? 5
A. The purchasing department.
B. The store.
C. The supplier.
(1)
(2)
(3)
(4)
(5)
22．二、听力理解
听对话录音，根据对话内容，找出“Column A”中的各方是如何应对产品质量问题的（每题10分）。
操作提示：通过下拉框选择题目的正确答案。
| Column A | Column B |
|---|---|
| Customers | 1 |
| 2. The store | 2 |
| 3. The purchasing department | 3 |
| 4. The manager | 4 |
| 5. Frank | 5 |
(1)
(2)
(3)
(4)
(5)
23．二、听力理解
点击听对话录音，根据对话内容判断正误（每题10分）。
操作提示：句子正确选择下拉选项框为“T”；句子错误选择下拉选项框为“F”。
Mike is met by an engineer at the construction site. 1
2. The construction site doesn\’t look very busy. 2
3. Mike doesn\’t inspect the whole construction site. 3
4. It is not the first time the construction site being inspected. 4
5. Fraser knows clearly how the quality is controlled at the construction site. 5
(1)
(2)
(3)
(4)
(5)
