6322 Inglês Técnico - Formando

Formação Modular
M .O .0 4
IN ST ITU TO DO E M P R E G O
E F O R M AÇ Ã O P R O F IS S IO N A L
IEFP · ISQ
Colecção MODULFORM - Formação Modular
Título Inglês Técnico Elementar no domínio do Planeamento,

Qualidade e Organização Industrial
Suporte Didáctico Guia do Formando
Coordenação Técnico-Pedagógica IEFP - Instituto do Emprego e Formação Profissional

Departamento de Formação Profissional
Direcção de Serviços de Recursos Formativos
Coordenação do Projecto ISQ - Instituto de Soldadura e Qualidade

Direcção de Formação
Autor Sónia Figueira
Capa SAF - Sistemas Avançados de Formação, SA
Maquetagem e Fotocomposição ISQ / Cláudia Monteiro
Revisão OMNIBUS, LDA
Montagem UNIPRINT, LDA
Impressão e Acabamento UNIPRINT, LDA
Propriedade Instituto do Emprego e Formação Profissional

Av. José Malhoa, 11 1 000 Lisboa
Preço 4 500 esc.
1.ª Edição Portugal, Lisboa, Junho de 1997
Tiragem 1 000 Exemplares
Depósito Legal 120913/98
ISBN 972-732-446-0
Copyright, 1997
Todos os direitos reservados
IEFP
Nenhuma parte desta publicação pode ser reproduzida ou transmitida por qualquer forma ou processo
sem o consentimento prévio, por escrito, do IEFP
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Inglês Técnico
Guia do Formando
IEFP · ISQ
Actividades / Avaliação
Bibliografia
Caso de estudo
ou exemplo
Destaque
Índice
Objectivos
Recurso a diapositivos
ou transparências
Recurso a software
Recurso a videograma
Resumo
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Ing lês Técnico

Inglês
Guia do Formando
IEFP · ISQ Table of Contents
TABLE OF CONTENTS
I - LOOK WHAT HAPPENED TO ENGLISH

• "Look what happened to English" I.2
• Reading Comprehension I.4
• Grammar Notes I.5
• Present simple I.5
• Past simple I.5
• Future actions I.6
• Language Notes I.6
• Expressing advice and recommendation ( I ) I.6
II - THE UNITED NATIONS – THE EARLY DAYS

• "The United Nations - The Early Days" II.2
• Reading Comprehension II.3
• Grammar Notes II.7
• Past progressive II.7
• Present perfect I II.7
• Language Notes II.8
• Expressing advice and recommendation II.8
III - THE RAPID GROWTH OF INDUSTRIAL PRODUCTION

AND INDUSTRIAL OUTPUT
• "The Rapid Growth of Industrial Production and Industrial Output" III.2
• Reading Comprehension III.3
• Grammar Notes III.5
• Defining and non-defining relative clauses III.5
• Have (got) III.5
• Phrasal verbs III.6
• Playing domino III.6
• Language Notes III.9
• Expressions for rate of exchange
IV - BUILDING ON SUCCESS
• "Building on Success" IV.2
• Reading Comprehension IV.3
• Grammar Notes IV.7
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• Present perfect II IV.7

• Language Notes IV.8
• Expressions for increase and decrease IV.8
V - THE DECLINE OF SERVICE QUALITY IN AMERICA

• "The Decline of Service Quality in America" V.2
• Reading Comprehension V.4
• Grammar Notes V.7
• Modal verb: should V.7
• Language Notes V.7

• Writing a C.V. and a letter of application V.7
VI - THE IMPACT OF INFORMATION EXPLOSION

• "The Impact of Information Explosion" VI.2
• Reading Comprehension VI.4
• Grammar Notes VI.7
• Imperative you VI.7
• Language Notes VI.7
• Linking words for time relations: duration of time VI.7
VII - TAKING QUALITY AS SERIOUS AS PROFITS

• "Taking Quality as Seriously as Profits" VII.2
• Reading Comprehension VII.5
• Grammar Notes VII.7
• Modals of obligation VII.7
• Conditional VII.7
• Language Notes VII.8
• Reporting results of a survey VII.8
VIII - THE BASICS OF ISO 9000

• "The Basics of ISO 9000" VIII.4
• Reading Comprehension VIII.4
• Grammar Notes VIII.7
• Marginal auxiliares VIII.7
• Language Notes VIII.8
• Linking words for time relations: processes VIII.8
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IX - PUTTING THE CONTROL IN INVENTORY CONTROL

• "Putting the Control in Inventory Control" IX.2
• Reading Comprehension IX.3
• Language Notes IX.7
• Linking words for purpose IX.7
APPENDIX I – IRREGULAR VERBS A I.1
APPENDIX II – TECHNICAL GLOSSARY A II.1
APPENDIX III – DOMINO: PHRASAL VERBS A III.1
BIBLIOGRAPHY B.1
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M.L.01 Ut.01 IEFP · ISQ Look what happened to English!
Inglês Técnico
Guia do Formando
IEFP · ISQ Look what happened to English!
OBJECTIVES
At the end of this unit the trainee should be able to:
• Expose ideas both written and orally
• Express advice
• Give recommendation
• Write letters of complaint
TABLE OF CONTENTS
• "Look what happened to English"

• Reading Comprehension
• Grammar Notes
• Present Simple
• Past Simple
• Future Actions
• Language Notes
• Expressing advice and recommendation ( I )
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LOOK WHAT HAPPENED TO ENGLISH!
On the top of the 370 million native speakers of English, another one billion
people use it as a lingua franca. Where international communication really
matters, English is the lingo that makes it happen. If the global village is fast
becoming a reality, it is thanks to English, the true vernacular of the new global
locals.
5
Triumph
Of course, the economic power of the USA has been the prime promoter of
the language in recent times. But there is a linguistic reason for the triumph of
English. It is user-friendly to an apparently infinite degree, popping up as pidgin
in Polynesia, twangy string in the Australian outback, the lazy drawl of Hollywood
or as diplomatic mumbo-jumbo in the corridors of UN. In fact, the most polished
speakers of English may now be found in Kerala rather than in Kensington. 10
A formidable adaptability lies at the heart of the matter, and anyone who weeps
the loss of pure English is missing the point by a mile. There is nothing less
pure than English. It is the mother of mongrels. If it hadn’t been for William the
Conqueror we would have gone on talking like the offspring of Beowulf. As it
happened, while we received a painful kick in the backside from the Normans, 15
our language received a vital shot in the arm. A flood of French and Latin may
have flushed native equivalents as ruthlessly as grey squirrels later chased
their red cousins from the English woodland, but this was in reality a merger,
not a massacre.
20
Melting pot
What emerged from the linguistic melting pot - in which our lamb became
mutton and our ale turned into beer - was a simple grammar and a flexible
syntax, aside with a spelling that still defies logic. The Germanic engineering
of Anglo-Saxon combined with the elegance and clarity of French is a resonant
mix that has served literary talents as diverse as Samuel Johnson and James
Joyce. What English lacked in classical beauty, it made up for pragmatism 25
and humour.
Wider currency
Where else would you find route du roi shown as Rotten Row or the Infanta de
Castilla reincarnated as the Elephant and castle? Seriously, there is nothing
quite like English for absorbing foreign words, adapting them and giving them
a wider currency. It is by instinct an acutely cosmopolitan creature: the least 30
insular, the most international of tongues, and truly a world language.
Speakers of purer languages have looked on aghast at the runaway success
of this common half-breed with absolutely no table manners that now belongs
more to Cockney Eastenders or to CNN than to the Royal Shakespeare
Company. Therein lies the rub, as the bard would have said. For, with the 35
spread of English, we native speakers are no longer the arbiters of our linguistic
destiny. But that is a small price to pay for an efficient global medium, and
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Inglês I.2
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English-speakers should not be shy about seeing their language rise to even
greater heights. 40
Tower of Babel
There is ample scope close to home, within the Tower of Babel that is Brussels.
We constantly hear politicians urging Europe to speak with one voice, but the
harsh reality is a cacophony of 11 official EU languages (the UN only has 6!)
which provide a staggering total of 110 combinations. Small wonder that one
third of the European Commission’s weighty admin budget goes on translation 45
and interpretation. For each new language added, another 100 translators are
recruited.
Community language
If we are to move towards closer European integration, then surely we should

have a Community language for Community use. Not only is English the most
impeccably European candidate on account of its unique Franco-German 50
ancestry, it also happens to be the one most EU citizens want to speak. So if
we Europeans wish to communicate more effectively not only with one another
but also with the rest of the planet, then we should embrace the one world
language that is within our cultural inheritance.
A pipe dream? Quite possibly, for national interests
will continue to back linguistic fragmentation in the
name of cultural diversity and there is also an
obligation on the EU to be intelligible to all. Meanwhile,
those who like to tinker about with artificial tongues
will press on with hopeless causes such as Esperanto
(it actually means "the hoping one") which had a
certain appeal in 1887 but whose intended role as
world language is clearly redundant since this need
is now fulfilled by English.
Limited understanding
But all this comes with a health warning. It doesn’t mean English speakers 65
shouldn’t learn foreign languages. Of course they should. People with only
one mode of expression are bound to have a limited understanding of the
world. So let us all aspire to be polyglots like the great European (was
Charlemagne himself?) who declared: "I speak Spanish to God, Italian to
woman, French to man, and German to my horse." The point is that all 70
languages are precious. But when it comes to organising ourselves efficiently
as citizens of Europe, why can’t we all speak English? It would bring us together
as never before and cut million of ECU’s from the EU budget in the process.
Translation is communication
adapted from "A language for Europe?" in Business Life, July/August 1996
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READING COMPREHENSION
A. Explain the meaning of the following words from the text:
• vernacular • mongrels
• popping up • scope
• drawl • intelligible
B. Aswer the following questions:
1. What has mainly promoted the English language in recent times?
............................................................................................................................................................
............................................................................................................................................................
2. What are the other reasons for the triumph of English as a global language?
............................................................................................................................................................
3. Explain in your own word what is meant by "There is nothing less pure than
English".
............................................................................................................................................................
4. Do you think it is important to have an European Communnity language?
............................................................................................................................................................
5. Why should we "all aspire to be polyglots"?
..........................................................................................................................
................................................................................................................................................
C. Classwork
Write your opinion about the importance of English in today’s world.
.....................................................................................................................................
.....................................................................................................................................
.....................................................................................................................................
.....................................................................................................................................
.....................................................................................................................................
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GRAMMAR NOTES
Present simple
Present simple uses the base form of the verb with -s for the 3rd person
singular. It is used in the following four situations:
· The timeless present – also called ‘state present’ as it is used with verbs
of stative meaning
Wind blows
It never falls
I know you very well
· The actual present (instantaneous present)
I’m very well, thank you!

I admit I was wrong.
· Present simple for fixed future – it is used for an event in the future that
we are certain about...
The day I see you, that will be the day!
or in subordinate clauses (particularly with if and when)
If I start feeling sick, I’ll call for you.
· Present simple for past meaning – it is rarely used ( it is mainly found in

literature and newspaper headlines ).
The thunder builds up....
Past simple
Past simple uses the -ed form of the verb.
I fainted
NOTE: Some verbs (irregular verbs) have different forms like I came, he
saw.
(A list of most common irregular verbs can be found in Appendix I)
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Future actions
The difference between will and going to:
will – is used when we decide to do something at the time of speaking
decision now
I will...
past now future
going to – is used when we have already decided to do something
decision before
I’m going to...
past now future
LANGUAGE NOTES
Expressing advice and recommendation ( I )
1. Expressions for asking for advice and giving recommendation
I am writing to ask you could help me (with)...

I would be grateful if you could advise me (on)...
I wonder you could recommend...
I would like
appreciate some advice on...
be grateful for some help with...
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2. Expressions for giving recommendation
I would advise
recommend ...ing
suggest
In my opinion you should to...

ought
I would advise you to...
It seems to me that your best course is to...

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Inglês I.7
Guia do Formando
M.L.01 Ut.01 IEFP · ISQ The United Nations - The Early Days
Inglês Técnico
Guia do Formando
IEFP · ISQ The United Nations The Early Days
OBJECTIVES
• Be aware of how best to learn in groups.

• Share experiences using present perfect and past progressive
• Share ideas using simple present and future tenses
TABLE OF CONTENTS
• "The United Nations - The Early Days"

• Grammar Notes
• Past Progressive
• Present Perfect I
• Language Notes
• Expressing advice and recommendation (II)
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THE UNITED NATIONS - THE EARLY DAYS
(N.B.: This text was written before the radical changes in the former Soviet
Union and in Eastern Europe as a whole)
The United Nations was created in the light of the experience of the League of
Nations and an attempt was therefore made to avoid the errors inherent in the
constitution of the league. The Charter is thus a much longer and more explicit
document than the Covenant (a contract under seal, a clause of this) and the
powers and functions of the United5 Nations are considerably more extensive
than those of the League. Moreover, the Covenant formed an
integral part of the Treaty of Versailles, and was drawn up in the
aftermath of war. The Charter of the United Nations, on the other
hand, was drafted before the conclusion of hostilities and signed,
ratified and in operation before the conclusion of the peace
treaties. The membership of the United Nations is also more
representative of all continents than that of its precursor, and its
members include all the “Great Powers” which emerged from the
war. On the other hand, even those ex-enemy states with which
treaties have been concluded, are excluded from membership
by disagreements between Russia and the Western Powers in
the Security Council. And this remains so despite the fact that,
in the preambles to the several treaties, the Allies envisaged
their support for the inclusion of the ex-enemy states within the
United Nations. There are, too, differences in the machinery of
the United Nations which reflect the failures of the league. It is, for example,
hoped that the powers vested in the Security Council will provide adequate
machinery for countering aggression at its early stages. Nevertheless, the
organisation of the United Nations owes much to the League of Nations, and
25
the origins of its aims and basic principles are to be found even further back, in
the thought and ideas of the nineteenth century.
The United Nations had its inception in October 1945. After the disappointments
of the League of Nations, the hopes for the United Nations were more restrained
and less optimistic. “ ... it was never
30 contemplated at San Francisco”, wrote Mr.
Trygve Lie, first Secretary-General of the United Nations, “that the United Nations
would or could abolish differences of interest and ideology such as we see in
the world today. It was not believed that the great Powers would always act in
unity and brotherhood together. What the founders of the United Nations did
believe was that the United Nations35 would make it possible to keep disputes
between both great and small Powers within peaceful bounds, and that without
the United Nations this could not be done. Finally, they rejected the idea of an
irreconcilable conflict that could be settled only on the field of battle, and
proclaimed on the contrary the principle that all conflicts, no matter how
fundamental, should and could 40be settled by peaceful means ... The United
Nations has not been able to resolve great Power differences, but conflict has
been kept within peaceful bounds and the way prepared for further progress
towards a settlement”.(*)
A passion to be free
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(*) “Introduction to the Annual Report of the Secretary-General on the work of

the organisation. 1 July 1948 - 30 June 1949”. Printed in International
Conciliation (New York). September 1949, page 589.
Grant and Temperley, Europe in the Nineteenth and Twentieth Centuries, Longman, First
issued in paperback, 1971
A. Answer the following questions using your own words:
1. What do you know about the League of Nations ( for example, after its
formation on 28 June 1918, it strongly penalised Germany which, many
years later, Hitler “respond to” ) What else can you tell the class about it, if
you did History at school?
........................................................................................................
........................................................................................................
........................................................................................................
........................................................................................................
2. Who were some of its members and who were the “Great Powers”?
........................................................................................................
........................................................................................................
........................................................................................................
........................................................................................................
3. Before the collapse of the political system in Eastern Europe what did the
Security Council try to do?
........................................................................................................
........................................................................................................
........................................................................................................
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4. How did the United Nations attempt to stop conflicts? Can you give any
examples?
........................................................................................................
........................................................................................................
........................................................................................................
.......................................................................................................
5. What was the practical result of the “veto” that the “Great Powers” have?
.......................................................................................................
.......................................................................................................
.......................................................................................................
.......................................................................................................
6. Did the United Nations “keep disputes between both great and small Powers
within peaceful bounds”?
.......................................................................................................
.......................................................................................................
.......................................................................................................
.......................................................................................................
7. How has the United Nations “changed” since the recent political changes in
Eastern Europe?
.......................................................................................................
.......................................................................................................
.......................................................................................................
.......................................................................................................
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8. Have United Nations’ congresses and conferences helped international

industry? How?
.......................................................................................................
.......................................................................................................
.......................................................................................................
.......................................................................................................
9. Can you think of any of the United Nations’ agencies – for example, the
Postal Union, the International Bureau of Weights and Measures, the UN
High Commission on Refugees?
.......................................................................................................
.......................................................................................................
.......................................................................................................
.......................................................................................................
B. Complete the following sentences:
1. The powers and the functions of the League of Nations were not ..............
..........................................................................................................
2. The powers vested in the Security Council .............................................
..........................................................................................................
3. The thought and ideas of the nineteenth century .....................................
..........................................................................................................
4. In October 1945 the inception...............................................................
..........................................................................................................
5. Disputes between great and small Powers ............................................
..........................................................................................................
6. The idea of an irreconcilable conflict ......................................................
..........................................................................................................
7. Great Power differences .......................................................................
..........................................................................................................
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8. In what used to be Yugoslavia, the United Nations ..................................
..........................................................................................................
9. World peace .......................................................................................
..........................................................................................................
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GRAMMAR NOTES
Past progressive
Uses was/were and the -ing form of the verb as in ‘He was singing’:
Was/were – marks the past time

-ing – gives the sense of continuous activity
Past progressive can be used for a single past activity or a series of repeated
actions happening at a past moment:
This time last year I was living in Spain.
It can also be used as:
1. Relationship between a progressive action and simple tenses.
She suddenly woke... something was attacking her!
2. Long-time past (used many times with adverbs).
My grandmother was always telling stories.
3. Past plans for the future.
I was going out to do some shopping...
Used to
We use used to:
1. For something that happened regularly in the past but no longer happens:
I used to go to the cinema every weekend, but now I don’t go so often.
2. For something that was true but isn’t true anymore:
She used to play the piano every day.
Present perfect I
Uses has/have before the past participle form of the verb as in
I have written
(In speech we usually use the contracted forms ‘s and ’ve)

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It indicates that the event has occurred in the period before now and is at
least partially completed.
1. The action in the past has a result now.
He’s convinced me.
2. A recent event is extended into the present.
We’ve had a very bad time...
3. Present perfect can be used with just, already and yet.
I’ve just had an idea!
LANGUAGE NOTES
Expressing advice and recommendation (II)
Linking words for reason-giving
In my opinion you... because

as you...
since
Since you.....
As I suggest you...
You... so
therefore
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M.L.01 Ut.01 IEFP · ISQ The Rapid Growth of Industrial Production and Industrial Output
Inglês Técnico
Guia do Formando
IEFP · ISQ The Rapid Growth of Industrial Production and Industrial Output
OBJECTIVES
• Best respond to other people

• Give an opinion
• Describe situations
TABLE OF CONTENTS
• "The Rapid Growth of Industrial Production and Industrial Output"

• Reading comprehension
• Grammar Notes
• Defining and non-defining relative clauses
• Have (got)
• Phrasal verbs
• Playing domino
• Language Notes
• Expressions for rate of exchange
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THE RAPID GROWTH OF INDUSTRIAL PRODUCTION

AND INDUSTRIAL OUTPUT
As in medicine, so in technology, progress in the sciences after World War II

led to momentous changes. Many of them had to do with development,
improvement and diffusion of nineteenth century inventions. For example, the
telephone (1876) became so common that it was estimated that there were
about 175 million (half of them in the United States) in 1965. The first clumsy 5
aeroplane flown by the Wright brothers in 1903 had, less than sixty years later,
given way to jet planes. Modern man could get from New York to Cape Town or
Karachi faster than his father could have gone from New York to Chicago. The
first automobile had been produced in the 1880s. In 1965 the United States
alone had some ninety million motor vehicles, and had for the transportation of 10
people and goods a highway system of roads, turnpikes, parkways and
throughways totalling more than three million miles. In addition, after 1945,
there were whole industries that were substantially new, including plastics,
synthetics, biological chemicals, frozen foods and electronics. The electronic
15
industry was revolutionised after 1948 by the development of the simpler and
smaller transistor. The use of transistors made possible the creation of relatively
compact computers or "electronic brains" which could store and report
information, perform routine operations, and rapidly make mathematical
computations. Equally dramatic was the rapid evolution of rockets and missiles.
All the technological and scientific advances gave rise to one momentous fact: 20
agricultural and industrial output could be greatly increased without any
corresponding increase in the amount of human labour required. The growth of
industrial output was startling. It arose not only from the application of new
scientific knowledge, devices and techniques but also from new methods of
"mass production". The development of the "assembly line" for the manufacture
25
of automobiles in Detroit was a striking example. After 1945, a new kind of
innovation in production became significant. This was "automation", a system
where for the most varied processes of manufacture, control and inspection,
machines and electronic devices replaced human beings. In all sorts of industries
– textiles, chemicals, petroleum refining, plastics – automated factories with
only a few supervisory workers could steadily turn out vast quantities of goods. 30
While automation progressed most rapidly in the United States because of the
high cost of labour, it also developed to a considerable degree
by 1966 in Germany, Britain, France and other countries.
Automation was not so evident in the C.I.S. (formerly the
Soviet Union) but mass-production methods were widely
employed there.
From the Industrial point of view, the power sources like oil,
electricity and atomic energy, the application of scientific
knowledge, the development of new kinds of production
(automobiles, aeroplanes, synthetics, plastics and
electronics) constituted an industrial revolution in the twentieth
century which made changes in the nineteenth century seem
puny by comparison. A few statistics will illustrate the
magnitude of the progress in Industrial production and output. Between 1920
and 1959 in the United States the production of electricity increased eighteenfold, 45
of aluminium more than two hundred and eighty fold, of paper more than fivefold,
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of electric refrigerators more than seven hundred fold, and in the twelve years
from 1947 to 1959 the index of industrial production rose by more than sixty per
cent. In 1951 it took 568 000 workers to produce 105 million tons of steel. In
1961 it required only 450 000 to produce the same amount.
50
What was happening in the United States was more or less duplicated in the
other industrial countries. In the former Soviet Union the percentage rise in
output was even steeper, partly because the base was smaller. The index of
industrial production continued to rise in the 1970s.
Abridge from the second edition of History of Western Civilisation by C.J.H. Hayes, M.W.
Baldwin and C.W. Cole, Collier-Macmillan, 1967.
A. Make questions for the following answers. For example:
A: The first clumsy aeroplane flown by the Wright brothers in 1903.
Q: What has given way to jet planes in less than 60 years?
1.……………………………………………………………………………………………
……………………………………………………………………………………………
An highway system of roads, turnpikes, parkways and throughways.
2.………………………………………………………………………………………………
………………………………………………………………………………………………
The use of transistors.
3.……………………………………………………………………………………………
……………………………………………………………………………………………
The development of the “assembly line” for the manufacture of automobiles.
4.……………………………………………………………………………………………
……………………………………………………………………………………………
Mass productions methods did.
5.……………………………………………………………………………………………
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……………………………………………………………………………………………
It increased by eighteen times between 1920 and 1959.
6.……………………………………………………………………………………………
……………………………………………………………………………………………
568 000 workers were needed in 1951, although only 450 000 in 1961.
B. Composition: Write a summary of about 15 lines on "The rapid growth of

Industrial output".
...............................................................................................................
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.
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GRAMMAR NOTES
Defining and non-defining relative clauses
Also called restrictive/non-restrictive or identifying/non-identifying, as these

relative clauses define, identify or restrict the preceding noun.
I know a doctor who would never work in such conditions.
(Notice that there are no commas, there is no spoken pause after the noun.
This is a defining clause and not an additional afterthought.)
Non-defining relative clauses simply add information about something or someone

already identified. We separate this information by commas:
My brother Sam, who lives in Lisbon, is an architect.
Have (got)
Both forms, followed by to + infinitive, carry the meaning of obligation/necessity:
You have (got) to help me.
In general, British English uses the got form and American English the have
form:
I’ve got to do it! (British English)
I have to do it! (American English)
Sometimes, British English make a distinction: they use have got to for a single
present or future activity (1) and have to for an habitual action, present or future
(2):
(1) I’m sorry, I’ve got to go!
(2) We’ll just have to wait once more for the decision.
Notice that both in the past and in the future forms, the got form is less common:
I knew I had to do it!
You’ll have to see what is best for you...

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Phrasal verbs
These are multi-word verbs, i.e., verbs that are used with the following words
(adverb particles):
in on up away round about overby

out off down back through along forward
• In the intransitive phrasal verbs the adverb particle cannot be separated from
its verb – adverbs precede or follow the phrasal verb:
He suddenly turned away or

He turned away suddenly.
• The transitive phrasal verbs have a verb + adverb particle + the direct object
of the verb:
They were taking off their raincoats.
I switched on the radio.
• Sometimes we change the order of the adverbial particle and the object:
I switched the radio on.
We cannot do it if the object is a long one:
They gave up any attempt to arrest the burglars . (Never ‘they gave any
attempt to arrest the burglars up.’)
Playing domino
• The game is a funny way to learn diferent phrasal verbs.
The cards must be copied and cut by the thicker lines; each group must
have a copy of the board and play with all the pieces).
Note: Copies of the board and the pieces are available in Appendix III.
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START HERE
➞
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✃
match, look pass
fall out quarrel investigate faint do up
suit into out
✃
decorate, go out stop, pass die turn
call off cancel
modernize (fire) burning away down
✃
refuse blow up ex- look up admire, get recover call on
plode to respect over from
✃
visit own up con- drop off fall put off postpone give in
fess asleep
✃
yield, go with
surrender
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LANGUAGE NOTES
Expressions for rate of exchange
QUICKLY SLOWLY
Adjective rapid
sharp gradual
steep steady
dramatic
marked
Adverb rapidly
sharply gradually
steeply steadily
dramatically
markedly
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M.L.01 Ut.01 IEFP · ISQ Building on Success
Inglês Técnico
Guia do Formando
IEFP · ISQ Building on Success
OBJECTIVES
• Describe past habits and make future predictions

• Make relations between situations that happened in different occasions
in the past
• Make relations between the present and its consequences in the future
TABLE OF CONTENTS
• "Building on Success"
• Grammar Notes
• Present Perfect II
• Language Notes
• Expressions for increase and decrease
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BUILDING ON SUCCESS
Foreign investment has transformed the country into a behemoth of light industry.
But much remains to be done in modernising heavy industry and creating
infrastructure.
TO GET RICH IS GLORIOUS, DENG XIAOPING ONCE SAID – and China is

doing its best to comply. Thousands of export-oriented factories are producing 5
brand-name television sets and tape decks, sportswear and silk for consumers
around the world. In a joint venture between American Motors and the Beijing
Automobile Factory, 27 000 Cherokee Jeeps will be rolling off assembly lines in
Beijing this year. Volkswagen produces 65 000 of its Santana cars and 10 000
Jettas in China. Nike, the leading U.S. manufacturer of sports footwear, sub- 10
-contracts to six Chinese factories that manufacture a fifth of its global production
90 million pairs of shoes a year – and plans to increase that share soon.
The roll call of famous name brands active in China is a Debrett’s Peerage of
industry: Gillette, Cardin, Siemens, Mitsubishi, Hitachi, McDonnell Douglas
and many others. So far this year, nearly 54 000 joint ventures, co-operative 15
enterprises and exclusively foreign-funded firms have been registered; more
than 47 000 were added to the roster last year. The value of the exports generated
reached $85 billion last year, and should increase to $93 billion in 1993 and to
$150 billion by the year 2000. China ranked as the world’s 13th largest exporter
at the end of 1992. The country’s industrial output rose 21% last year, a 20
performance that should be repeated in 1993.
The industrial leap forward has outsiders dazzled – and

marketeers gleeful at the prospect of selling to Chinese workers
whose incomes are steadily growing, thanks to expansion. In
the special economic zone of Shenzhen, per capita income
has officially reached $320 annually. That statistic may grossly
underestimate the region’s real earning power. According to
McKinsey & Co. consultants, per capita income in Shenzhen
city may be as much as $2,500 a year. Beneath the glitter,
however, lies a more complex – and potentially troublesome –
reality. For the economy Beijing is building, to some degree
with foreign help, remains a hybrid. It is topped by a thick
layer of relatively efficient light industry that powers the export
surge, taking advantage of a cheap, semi-skilled labour force
and economies of scale in a mainland-size version of the in-
dustrial revolution that transformed Taiwan in the 60s. Beneath
it lies a ponderous, state-owned sector of heavy resource and
manufacturing industries that resembles the economic core of
the former Soviet Union. China counts
about 10 000 large - and medium-size state firms that make
steel, machinery, textiles and other industrial goods. For all
the inroads of the free market, the state sector still accounts
for 55% of industrial output and employs more than 70% of the
148 million urban workers. The state enterprises provide soci-
al welfare benefits for their 106 million employees: guaranteed
lifetime employment, subsidised housing, free schools for workers’ children,
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generous pension plans and free health care. Says a Western economist in
Beijing : “These companies are mini-societies”. Adds a Chinese expert : “The
state enterprises are the basis for socialism. Without them, what is socialism?”
50
Transforming the state enterprises into viable players in a free market is the real
challenge of Deng’s economic reforms, whose success or failure in this area
will determine whether China emerges as a true economic giant in the next
century. Nor is it the only task that has to be tackled soon; if it is to achieve its
ambitions, China must simultaneously upgrade antiquated and overtaxed
transport and communications systems, the starved energy sector and nascent 55
capital markets. Despite bold declarations of intent stretching back to 1978,
Beijing is only beginning to turn to these aspects of modernisation.
Significantly, foreign investors, who funnelled $11 billion into China last year
alone, have largely side-stepped the state sector, mainly because one of its
major products is red ink; state enterprises absorbed $37.5 billion in subsidies 60
in 1992; the entire budget deficit for that year was $4.1 billion.
By Barbara Rudolph, TIME Magazine, vol. 141, no.19.
A. Make questions for the following answers. For example:
ANSWER : A behemoth of light industry.

QUESTION : What has foreign investment transformed the country into ?
1. ......................................................................................................
..........................................................................................................
Brand-name television sets and tape decks.
2. ........................................................................................................
..........................................................................................................
The six Chinese factories, that make a fifth of its global production.
3. ......................................................................................................
..........................................................................................................
Nearly 54 000 joint ventures, co-operative enterprises and foreign-funded firms.
4. ......................................................................................................
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..........................................................................................................
21%.
5. ......................................................................................................
................................................................................................................
It has outsiders dazzled.
6. ............................................................................................................
................................................................................................................
As much as $2 500 a year.
7. ............................................................................................................
................................................................................................................
Beneath it lies a ponderous, state-owned sector of heavy resource and
manufacturing industries.
8. ............................................................................................................
................................................................................................................
It’s the real challenge of Deng’s economic reforms.
B. Use the underlined words and expressions in the text in sentences

made by you :
• remains • creating
• comply • rolling-off
• reached • ranked
• dazzled • grossly
• the export surge • resembles
• accounts for • enterprises
• economic giant • upgrade
• funneled • deficit
C. OPINION: Select one question and give a one-paragraph answer.
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1. To what extent do you think foreign investment has been positive for China?
2. Do you agree with the saying “to get rich is glorious”? Why? Why not?
3. What is your opinion of foreign companies, like Volkswagen and Nike, that
produce some of their goods cheaply in China?
4. In China, the Debrett’s Peerage of industrial names such as Gillette,

Cardin and Siemens is impressive. Do you think they present any
contradictions with the spirit of China? Why? Why not?
5. In your opinion, what were some of the main factors that made China rank
as the world’s 13th largest exporter at the end of 1992?
6. Why do you think that China’s tremendous industrial leap forward has been
so much more successful than some countries?
7. What do you think of communist China’s “special economic zones” such as

that of Shenzhen? To what extent do you feel that this is hypocrisy?
8. Despite the free market “Special economic zones” the Chinese state sector
accounts for 55% of industrial output. What future trends does this point to?
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................
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GRAMMAR NOTES
Present Perfect II
We can use the Present Perfect with recently, in the last few days, so far,
since, etc. meaning that we’re referring to a period that continues until now.
Have you heard from him recently?
Everything is going well. I haven’t had any trouble so far.
We haven’t seen each other for a long time.
When we use the Present Perfect with today, this morning, this evening it means
that these periods are not finished at the time of speaking.
He has drunk a lot today.
I haven’t had a holiday this year.
We also use Present Perfect as follows:
It’s the first time this has happened. (Not happens)
This is the third time I have called you this morning.
That is the first good news she’s had for weeks.

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LANGUAGE NOTES
Expressions for increase and decrease
UP DOWN
Noun a rise a fall
an increase a decrease
an upward trend a reduction
a decline
a drop
Verb to increase to decrease

to shoot up (implies quickly) to drop
to soar up ( “ “ ) to decline
to fall
to plunge (implies
quickly)
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M.L.01 Ut.01 IEFP · ISQ The Decline of Service Quality in America
Inglês Técnico
Guia do Formando
IEFP · ISQ The Decline of Service Quality in America
OBJECTIVES
• Understand and report the Job Process

• Describe different jobs and their possible relations
• Define his/her role in the World of Job
• Write a Curriculum Vitae
• Write a letter of application
• Predict which will be the jobs of the future
TABLE OF CONTENTS
• "The Decline of Service Quality in America"

• Grammar Notes
• Modal verb: should
• Language Notes
• Writing a C.V. and a letter of application
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“I CAN’T HELP YOU NOW... I’M GOING ON MY BREAK” -

- THE DECLINE OF SERVICE QUALITY IN AMERICA
There is no good example in today’s society that demonstrates a one-for-one

sacrifice and reward system in the workplace
In the past several months, perhaps a few years, I have noticed an unsettling
and recurring pattern in many retail establishments. The words most common
from the mouths of retail service personnel seem lately to be from the following 5
selection:
“I’m glad you’re my last customer ... I’m going on break.”
“She (or he) will take care of you ... It’s time for my break.”
(Shouting to supervisor over ambient store noise) “Can I go on my break next?”,
and 10
“I can’t help you now ... I’m going on break.”
In many establishments, supervisors openly and gratuitously extend break
privileges.
Two things invite inquiry. First, it seems there is a propensity to be more

immediately concerned with one’s personal affairs at the
workplace than the customer’s. Second, it appears there is
no reluctancy at all for an employee to show dissatisfaction
with the job in the presence of a customer.
The Changing Work Ethic
Today’s credo appears to be “me first ... you later.” There is

no good example in today’s society that demonstrates a one-
for-one sacrifice and reward system in the workplace. During
my father’s time, quality work completed in quantity meant
keeping a job for another day, and feeding a family. To stay in any given entry-
level job for more than a few months today appears outmoded. Further, it appears
that all entry-level jobs pay relatively the same, and any candidate can easily 25
make a transition from one to the next with no penalty.
“Riding the clock” is also a common occurrence. The term means, literally,
cheating your employer out of additional pay by clocking in late, out early, or a
combination of both. The practice appears to be popular in the restaurant
business. Come early, punch in, eat and get paid. Do the same before leaving. 30
This practice is not limited only to the restaurant business, and could only
occur with the implicit approval, or total ignorance, of resident management.
When Does Attendance Become Work ?
An attitude that time in attendance equates to hours to be paid for work seems
to be pervasive. After all, if I’m on the employer’s premises and away from
leisure activity or bed rest, I must be paid an equitable rate. Otherwise, I should 35
be at lunch.
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I was once astonished during a consulting assignment in a “Big Three” automobile

assembly plant. Normal business routine ground to a half for some time as line
supervisors passed out annual bonus checks. As I later discovered, the checks
were not paid for quality or quantity of output, or even as a profit-sharing stipend 40
for an above-average sales year.
Workers were being rewarded up to several hundred dollars annually for good
attendance.
A former supervisor once declared that “performance is doing what you said you
would.” In that context, he was referring to delivering a product on schedule and 45
within predicted cost. As a consumer of goods and services, I would rather say,
“performance is what I expect. Why else would I give you my money?” In my
view, the bottom line to any consumer is “what have I expected, and what has
been delivered?”
Creativity Appears Lacking
By definition, creativity is the ability to create a concept, idea, plan, or thought 50

that it is not imitative of another. Most agree that creativity, as some arts, cannot
be taught, but must be ingrained in the individual.
If creativity cannot be taught, and innovation hinges on creative though, then

how can progress be made? Rewards for creators and innovators are deficient.
By my definitions, this also penalizes entrepreneurs in our society. Today’s 55
work force and recruits of the academic system are not sufficient rewarded for
exemplary creativity or innovation.
The curiosity to want to know, to discover, to read, to test and to conquer a

problem is becoming rare commodity in our society. Discovery for the sake of
knowledge appears to have no economic value to our young working class. 60
Everyone seems to be instantly creative only when the stimulus is cash.
What Is The Prognosis ?
The answer lies in rewarding creativity and innovation and encouraging enterprise
and entrepreneurship. Respect for work and the employer, pride in service, and
conscientious attention to quality are traits that must be relearned by today’s
work force. Several steps will help: 65
• Reward creativity and innovation, starting in early childhood, and progressing

through all phases of formal education. Children and young adults must be
taught to fastidiously read, see, listen, do and appraise the result.
• Consider placing cooperative education on the national agenda, starting in

secondary school. Develop initiatives to introduce students to business and 70
industry in work study programs (isn’t this how physicians and surgeons are
trained?). Allow the students the opportunity to earn a nominal wage, gain
confidence, and pay a part of the cost.
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• Establish a collegiate academic program for business arts. The curricula

should include business ethics, entrepreneurship, quality issues, commu- 75
nication skills and a fair dose of liberal arts. Along the way, teach engineers
and managers now to write effectively and express themselves verbally.
• Determine, at a national level, the value of work. If we are better able to

assess the value of a career, more intelligent career choices can be made
by young people. Salaries and wages should be based on the value of 80
positions in the world.
• Provide incentives for employers to reduce turnover in entry-level positions.

Reward creativity and service excellence with frequent wage increases and
prerequisites.
• Permanent employment status should be earned by exemplary attention to 85

quality and customer service. A pitcher’s earned run average and season
record determine his level of marketability and compensation for the next
season. Why shouldn’t an employee be required to earn tenure every day?
• Encourage small business development through the removal of a jungle of

regulation and provision of tax advantages and avenues for entrepreneurial 90
education. All major U.S. businesses started with a few entrepreneurs who
believed in the credo of quality and service. Let that spirit continue today
without hindrance from government.
This is the end. I’ve got to take a break.
By Gene H. Milas in Industrial Engineering, vol.26, no.10, October 1994.
A. Answer the following questions:
1. What does the author describe as “an unsettling and recurring pattern in
many retail establishments”?
................................................................................................................
2. What are the two attitudes the author’s more concerned with?
................................................................................................................
3. How does the writer compare today’s work with that from his father’s
time?
................................................................................................................
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4. What is meant by the expression “riding the clock”?
................................................................................................................
5. What was so different in the automobile assembly plant the author has
visited?
................................................................................................................
6. How can the apparent lack of creativity penalise progress?
................................................................................................................
B. Write a resume of the steps to be followed in order to improve quality of

service in any workplace.
................................................................................................................
................................................................................................................
................................................................................................................
................................................................................................................
................................................................................................................
................................................................................................................
................................................................................................................
................................................................................................................
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GRAMMAR NOTES
Modal verb: should
The modal verb should can be used in many ways:
1. We can use should to give advice or to give an opinion.
You look tired; you should rest.
2. We often use should with, think..., I don’t think..., Do you think...?.
I don’t think you should work so hard.
3. We use shouldn’t to show something isn’t a good thing to be done.
You shouldn’t believe everything he says.
4. When something is not right or what we expected...
She should be here by nine!
...or when we expect something to happen.
There are many industries here. It shouldn’t be difficult for him to find a
job!
5. We can use should after a number of verbs, specially
suggest propose recommend insist demand
They recommended that we should go to that restaurant.
LANGUAGE NOTES
Writing a C.V. and a letter of application
In this Language Notes it will be shown how to, based on job advertisement,
write a letter of application and a brief Curriculum Vitae.
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Av. da República, 5 -1º Esq.

2475 CACÉM
Portugal
T: 00.351.1.4758741
16th September 1996
Director of Human Resources

METALTECH, PLC.
Long Lane
Richmond
Yorkshire KN4 6HT
England
Object: answer to your ad JD 456
Dear Sir,
Your ad published in the “Jornal Diário” September 15 for the position of CAD/CAM Techni-
cian caught may attention.
I have some professional experience and training in the area of product design, as you can
see from my résumé, and I would be keen on working in England.
I am confident that I could make a positive contribution to your project and look forward to
meeting you soon.
Yours faithfully,
Augusto Dimas
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CAREER RESUME
Name Augusto Santos Dimas
Address: Av. da República, 5 - 1º Esq.

2475 CACÉM
Portugal
Tel. 00.351.1.4758741
Date of Birth 5 August 1973
Marital Status Single
Education and Qualifications:
Secondary school (equivalent to Advanced Levels in Maths, Phys-

ics and Technical Drawing)
Bachelor in Technical Drawing short of 1 term
CAD/CAM one-year training course

ISQ - Instituto de Soldadura e Qualidade
Oeiras - Portugal
Work Experience
since April 1996 Auto-Europa (Ford -Volkswagen) - Palmela

Internship in R&D department
1993-1995 Pró-Indústria, S.A. - Alcabideche

Technical Designer
Languages
English: read and spoken fluently, good writing level.

French: basic knowledge.
Other computer skills
Use of Microsoft Word (word processing) and Excel (spreadsheet)

software and other Windows applications.
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M.L.01 Ut.01 IEFP · ISQ T he Impact of Inf or ma
Infor tion Explosion
mation
Inglês Técnico
Guia do Formando
IEFP · ISQ The Impact of Information Explosion
OBJECTIVES
• Inform and persuade

• Make reports
• Explain an argument
TABLE OF CONTENTS
• "The Impact of Information Explosion"

• Grammar Notes
• Imperative you
• Language Notes
• Linking words for time relations: duration of time
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THE SECOND INDUSTRIAL REVOLUTION:

THE IMPACT OF THE INFORMATION EXPLOSION
Given the perspective of a few more decades, historians may very well look
back on American business and explain the current industry changes as an
Industrial Revolution even more profound than the first one.
These changes essentially involve four elements: globalization; the de-layering

5
of corporations; the growth of computerisation; and the emergence of the
information highway. Taken together, they represent the most
dramatic changes ever to occur in the business world. They
are truly the Second Industrial Revolution.
The first Industrial revolution began in the late 18th Century,

launched by the power of steam. The Second Industrial
Revolution began in the 1970s, driven by the power of
information technology, and the globalization of product and
financial markets.
The information element of this Revolution began in

manufacturing. The 1980s saw a dramatic improvement in
manufacturing productivity throughout U.S. industry.
Industrial engineers learned an important lesson about the
application of computer technology during this manufacturing
recovery. Prior to that time, computers were used primarily
to automate repetitive paper-intensive processes. Business
quickly learned that computers were valuable information
and communication tools that could greatly enhance their productivity and
efficiency.
Computer technology has also grown quickly in the office. Witness the growth
25
of word processing, spreadsheets, personal computers networks and databases.
Gains in office productivity due to these computer applications are comparable
to the gains taking place on the factory floor.
High-technology companies are using information technology to work smarter

within their business. When a company designs and builds a new microchip,
30
the company’s sophisticated global information network makes its operation
international. Products planners, designers, and manufacturing workers from
several different continents meet regularly over high-speed data and video links.
They share their work as if in the same room, without sacrificing days of valuable
time travelling around the world.
35
Today, cash register transactions trigger merchandises restocking orders;
checkless money transfers continue to grow; and volumes of data are passed
between companies. It’s all made possible with Electronic Data Interchange
(EDI) technology. EDI has been around for some time, but as with advances
that came during the First Industrial Revolution, industry has been slow to
40
implement EDI on a broad scale.
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New Structures
Technology is also creating new relationships within companies. Those

companies that once had pyramid-shaped organisational structures now have
much flatter operations. One of the major reasons this has happened is
information technology. Computers and other information technologies have helped
companies “de-layer.” 45
Historically, orders were passed from top management down to the next
management layer, who passed the orders to the next level, and so on. This
was a time-consuming, inefficient process. Today, through the use of computers,
companies can communicate throughout their organisations instantaneously,
without regard for traditional management structures. E-mail has made it possible 50
for everyone to communicate – position and title aren’t such a big issue.
Management hierarchy continues to flatten out. Information technology is enabling

democratization within companies by giving more power to the people. This
wider distribution of authority has also brought a new emphasis on competence
and the value of people rather than their position or titles. 55
These changes are all part of the reengineering process many people are
talking about. Usually discussed in terms of redesigning processes,
reengineering also involves restructuring relationships, changing company
cultures, and altering attitudes among employees.
In the past, employees were just part of an anonymous process. Today, things 60
have changed. Employees assume responsibility for directing themselves; for
improving their processes; for being productive members of self-directed teams:
and, in the most progressive companies, for setting their own compensation
levels.
These responsibilities offer opportunities and challenges for industrial engineers. 65

Having employees who are empowered to immediately meet the needs of your
customers is quite an advantage. This kind of empowerment forces executives
to let go of traditional authority, which, for some people, is a difficult adjustment.
Implications
What are the implications of this sea of change? Managers will need to make a
wide variety of adjustments if they want their companies to remain competitive 70
in the 21st century. New companies will spring to life, and old ones that don’t
adapt will die. The combination of multimedia networking opportunities and the
information highway is already creating new companies and changing existing
relationships.
We live in an era of instant communication and fast-changing technologies. It’s 75
an era in which customers demand quality and value. It’s also an era of employee
empowerment and changing global relationships and structures. The tide of the
Second Industrial Revolution is sweeping away the age-old barriers of time and
distance. Traditional ways of doing business are gone, along with comfortable
relationships. It’s hard to let go of systems and habits that have developed over 80
a lifetime, but if companies are going to achieve success, they must adapt. It’s
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going to be exciting, frightening, challenging and rewarding to those industrial

engineers who recognise and embrace the Second Industrial Revolution.
The Community Telecommunications
The future is theirs.
Policy
The Global Information Society: stay
tuned!
By Howard Isenberg of CCL Custom Manufacturing Inc.
In Industrial Engineering, vol.27, no3, March 1995.
A. Make questions for the following answers:
1.………………………………………………………………………………………………
…………………………………………………………………………………………………
The author calls it to the current industry changes and the Information
Explosion.
2.………………………………………………………………………………………………
…………………………………………………………………………………………………
They involve globalization, the de-layering of corporations, the growth of compu-
terisation and the emergence of information highway.
3.………………………………………………………………………………………………
…………………………………………………………………………………………………
It began in the 1970s.
4.………………………………………………………………………………………………
…………………………………………………………………………………………………
They were used to automate repetitive paper-intensive processes.
5.………………………………………………………………………………………………
…………………………………………………………………………………………………
They can do it by using High-speed data and video links.
6.………………………………………………………………………………………………
…………………………………………………………………………………………………
It means that the management hierarchy is flattening out.
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7.………………………………………………………………………………………………
…………………………………………………………………………………………………
Today, employees assume responsibility for directing themselves, for improving
their processes and being productive members of self directed teams.
8.………………………………………………………………………………………………
…………………………………………………………………………………………………
The main difficulty is to change mentalities.
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GRAMMAR NOTES
Imperative you
Imperatives are one of the four types of simple sentences (the others being
declaratives, interrogatives and exclamations).
The form of the imperative is the verb base, usually without subject, though
with any appropriate complementation:
“Sit down” the teacher said.
Sometimes, to avoid ambiguity, we include the subject:
“You sit down there”, he said.
We negate imperatives by using do as the operator with not (n’t), unless a

negative pronoun or adverb is present:
Don’t touch it!
Nobody leaves!
When we add the subject you to a negative imperative, it has a particular

position:
Don’t you look at me that way!
LANGUAGE NOTES
1. Linking words for time relations: duration of time
(1) Up to the present
Since March
1983 onwards
From there has been

no change in the
rate of inflation.
For three years

Over the last two months
Up till now
So far
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(2) Finished periods
For two years

Up to March there was no change in the
During rate of inflation.
From March to June
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M.L.01 Ut.01 IEFP · ISQ Taking Quality as Seriously as Profits
Inglês Técnico
Guia do Formando
IEFP · ISQ Taking Quality as Seriously as Profits
OBJECTIVES
• Present ideas to others

• Share possibilities
• Give advices
• Use conditional sentences
TABLE OF CONTENTS
• "Taking Quality as Seriously as Profits"

• Grammar Notes
• Modals of obligation
• Conditional
• Language Notes
• Reporting results of a survey
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TAKING QUALITY AS SERIOUSLY AS PROFITS
Recent studies commissioned by the Quality Research Institute (QRI), a

partnership between Philip Crosby Associates Inc. and The Gallup Organization,
reveal a startling gap between business executives and customers and their
perceptions of quality and customer satisfaction. While a decisive majority (73
percent) of CEOs believe American business is committed to quality, QRI found 5
that customers overwhelmingly (84 percent) disagree.
Similar discrepancies showed up when industry managers and end-user

customers from three specific industries – retail, hospitality and utilities – were
interviewed to compare their perceptions of overall customer satisfaction.
These studies point to a flaw in how businesses define and measure quality, a 10
flaw destined to hurt bottom-line profits. Quality, in the final analysis, is defined
by customers. They must be satisfied and remain satisfied if a company is to
prosper. As long as corporate performance is measured only in financial terms,
quality will continue to suffer. To offset this problem, more and more companies
are turning to independent quality audits, and they have reporting the results 15
alongside financial reports to demonstrate success in achieving both profits
and quality goals.
Problems and Opportunities
The 1993 survey, Profits Versus Quality, illustrated both problems and
opportunities in customer perceptions of quality. In this national survey, most
consumers said they believed business was more concerned with profits than 20
with delivering quality products or service. They also criticized
business leaders for a lack of focus on quality workplaces.
Most striking, however, was the widely held belief that business
leaders who do not put quality ahead of profits are missing a big
opportunity. Almost ninety percent of American employees said
they would feel more committed to achieving their company’s
financial goals if their managers were more concerned with
delivering quality to the customer.
The three industries offer more detailed insight. In these surveys,

executives were found to seriously overestimate the overall level
of satisfaction even their best and most loyal customers have
with their services. For example, more than 60 percent of retail
executives believed quality of service had improved, while fewer
than 30 percent of their customers had noticed service quality
improvements, In the hospitality trade, 70 percent of the hotel/
motel executives in the study believed their hotels met customer
expectations “all the time” or “almost all the time”. Only about
40 percent of customers agreed. The results in the utility industry
were even worse. While 64 percent of electric utilities executives
said quality has improved, only 9 percent of their customers agreed.QRI’s surveys 40
show clearly that relying experience and “gut feeling,” do not work. Companies
must determine what really matters to customers and act accordingly. A well-
managed Quality of Service Audit (QSA) can identify and define customers’
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real requirements, including those attributes such as trust and confidence, that
lead to preference and loyalty. 45
Regular customer measurements also can point out problem areas so corrections
can be made before they have a negative financial impact. In addition, QSAs
complement total quality management techniques by bringing customers into
the quality loop.
Since quality efforts eventually are reflected in profits, companies which take 50
quality seriously should report QSA results alongside standard financial reports
to shareholders. Thus, quality must be monitored as accurately, objectively and
in as much detail as the company’s finances.
An effective QSA also should be based on highest quality standards, including

those specified by ISO 9000, as well the criteria for the Malcolm Baldrige National 55
Quality Award and the European Quality Award. Measures developed by such
quality gurus as Crosby, Deming and Juran also should be considered.
In all cases, the quality audit must address all the product and service attributes
that communicate value to the customer, lead to customer satisfaction, and
effect customer preference. 60
Designing a Useful Quality Audit
To maintain the integrity of the audit, it must be done according to a strict

process. Each research project is unique, but certain general guidelines always
apply. Clear goals must be defined, and these goals must be incorporated into
each phase of the audit, from questionnaire and sample design through data
collection and analysis, if the results are to be accurate and projectable. 65
Before the audit survey can be designed, serious considerations must be given
to specify QSA goals and their relationship to larger organizational goals. In
this phase, the company also should define the target population, identify specific
concepts to be measured, and develop a general structure for the analysis.
At this stage, it is important to get input from the kinds of people to be surveyed. 70
Do the concepts to be measured make sense to the people who will be asked
to provide service quality feedback? Is the domain to be evaluated (e.g. client
satisfaction and service excellence) adequately covered, or has something been
overlooked? Are questions phased in language that respondents use
spontaneously when evaluating service excellence? 75
This information will help pave the way for questionnaire construction. Particular
care must be taken in this phase to ensure that issues of data completeness,
response rates and reliability are balanced with cost and time constraints. data
can be collected in several ways – telephone, face-to-face interviewing, or self-
-administration by respondent – each with different ramifications. For example,
interviewer-administered surveys are more expensive, but usually have higher 80
levels of cooperation, which, in turn, are essential to the reliability and
projectability of survey conclusions.
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When designing the questionnaire itself, be careful that the order and wording
of questions do not bias responses. In addition, the basic form of each question 85
must be tailored to project goals. Also, should “open” questions be used to gain
richer insights and identify new issues, or should response formats be
standardized to facilitate statistical analyses?
Once a questionnaire has been drafted, a pre-test should be completed to verify

that the questions are easily understood and that interviews can be administered 90
readily within a suitable length of time.
With an appropriate questionnaire developed and pre-tested, the next phase is

to select a representative sample from the target population identified earlier.
Many statistical issues related to sample size and suitability must be considered.
Random selection is just the beginning. The sample also must be tailored to 95
meet the needs of the research goals. Dividing the sample into subgroups and
sampling these subgroups separately helps enforce representativeness, and
thereby improves the statistical efficiency of the overall sample. Stratification,
in effect, reduces the “margin of error” statisticians calculate to allow for the
possibility of uncontrollable error in the random selection process. 100
Measurement frequency also must be considered. A survey designed to measure

service quality, if it is to be linked to an action plan, begs for periodic
measurement to assess whether the action plan is working.
Turning Reliable Data Into Results
All efforts to this point will be worthless if the people in the sample do not
respond to the questionnaire. Gaining the cooperation of respondents is crucial 105
because high rates of completion are one of the few ways to ensure the final
survey results are not biased.
Telephone interviewing is particularly well-suited to service quality measurements

where the target population consists of professionals and executives. It provides
110
for flexible call-backs to fit interview appointments into busy schedules.
Non-response tends to be a much more serious problem in a self-administrated

survey because interviewers cannot intervene to expedite cooperation. Self-
administered questionnaires require special attention to issues of clarity and
ease of administration, as well as devices that will help encourage cooperation.
Once data are collected, the results must be analysed in keeping with the 115
initial research goals. The list of analytical tools available are a statistician’s
fantasy. Options include cross-tabulation, correlation and regression, including
the multivariate version of each; many variations on factor and cluster analysis;
multiple discriminant analysis; conjoint analysis; perceptual mapping; LISREL
120
analysis; logistic regression analysis; log-linear modeling and on and on. Analytic
methods should be chosen for their ability to provide precise answers to the
research questions that have driven all the earlier phases of the research design.
It is worth nothing that a survey designed to provide an assessment of service
excellence encompasses two related ideas by separate analytical tasks:
understanding the dynamics of satisfaction and service excellence, and the 125
relatively simple reporting of service quality measures developed in the course
of this investigation.
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Pratical And Useful Quality Information
Quality has become a strategic factor in the marketplace. Perceptions of poor

quality service will ultimately be reflected in a corporation’s profit-and-loss
statement. By measuring what customers really think about quality, QSAs can 130
provide clear, practical, and useful information that will prove indispensable in
the design of a program to achieve and maintain quality and service excellence.
By Jaques Murphy and J. A. Taylor in Industrial Engineering, vol.27, no.1, January 1995.
Jaques Murphy is senior vice-president, managing director southeast division, of the Gallup
Organization, Atlanta, Ga.
J. A. Taylor is director of marketing for the same organization.
1. How do CEOs and customers disagree, in what concerns with quality?
...................................................................................................................
2. Which is the best way to eliminate discrepancies and offset the problem
of how to measure quality?
..................................................................................................................
3. How do the majority of American employees feel about the quality issue?
..................................................................................................................
4. What are the main benefits for a company, once a QSA has taken place?
..................................................................................................................
B. Make a brief description of a QSA process.
..................................................................................................................
..................................................................................................................
..................................................................................................................
..................................................................................................................
..................................................................................................................
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C. What is the meaning of these words underlined in the text?

You should be able to work out this from the context.
• partnership • striking • bias
• flaw • sample • random
• survey • reliability • assessment

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GRAMMAR NOTES
Modals of obligation
Besides the modal should, there are other modals with the same meaning
and in the modality of obligation.
Must has the basic meaning of necessity, which includes obligation.
You must leave tonight. (necessity)
I must remind you that... (obligation)
NOTE: The two meanings have different opposites: the opposite of the first is
needn’t; the opposite of the second is mustn’t.
Ought to is less common than should:
We ought to take care of him, oughtn’t we?
I oughtn’t to pay him compliments.
Are you sure you ought to be doing this?
Conditional
“Zero” conditional: there’s a real possibility that the situation happens.
If I find them, I’ll tell you
If + present ..., (then) future
“1st” conditional: we imagine a situation that isn’t much possible to

happen.
If I found a wallet in the street, I would take it to the police.
If past ..., (then) ... would (‘d)
“2nd” conditional: when we are talking about the past we use
If + had (‘d), (then) would have...
If I’d had a camera, I would have taken some photographs.
If I hadn’t been so tired last night, I would have gone to the cinema.
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LANGUAGE NOTES
Reporting the results of a survey
1. Expressing proportions
most a minority
a significant / substantial number
a large number / proportion
(vague) of...
a significantly larger proportion
the majority
least by far the largest proportion / number
64%
a quarter
(precise) ten out of twenty
two in three
half
2. Linking words for facts and generalisation
(1) stating the facts before making a generalisation
" ... m o s t c o ns um e rs s a id the y b e lie ve d b usine ss w a s m o re co nce rne d w ith p ro fits tha n
w ith d e live ring q ua lity p ro d ucts o r s e rvic e ."
m o s t c o nsum e rs a re no t s a tis fie d w ith

This ind ic a te s /im p lie s /s ug g e s ts tha t
q ua lity o f s e rvic e
(2) making the generalisation before presenting the facts
M o s t e le c tri c u ti li ti e s e xe c u tive s b e li e ve the i r c us to m e rs a re s a ti s fie d .
i nd i c a te d
s ho w n
the fa c t th a t 6 4 p e rc e nt o f e le c tri c uti li tie s
T h is i s d e m o ns tra te d by
e xe c u ti ve s s a id q u a lity ha s im p ro ve d
e xe m p li fie d
i llu s tra te d
A n i llu s tra ti o n o f thi s is

T h e e vi d e nc e o f th is c o m e s fro m
the re s ults o f a Q R I s urve y in w hi c h 6 4 % ...
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M.L.01 Ut.01 IEFP · ISQ The Basics of ISO 9000
Inglês Técnico
Guia do Formando
IEFP · ISQ The Basics of ISO 9000
OBJECTIVES
• Show attitudes to possibilities

• Use conditional sentences
• Describe processes
TABLE OF CONTENTS
• "The Basics of ISO 9000"

• Grammar Notes
• Marginal auxiliares
• Language Notes
• Linking words for time relations: processes
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THE BASICS OF ISO 9000
Promulgated in 1987 by the Geneva-based International Standardization

Organization (ISO), the so-called ISO 9000 standards are actually comprised
of five subdivisions.
ISO 9000 is a description of standard series. ISO 9001 is for “complete” companies
5
that research, design, build, ship, install and service products. ISO 9002 is for
companies that produce and install products. ISO 9 003
is designed for warehousing and distribution companies
and ISO 9004 serves mainly as a guidance document.
All of these standards include a set of models and
guidelines for quality assurance and quality
management.
Applying the Standards
Unlike most industry standards, ISO 9000 standards

are applied throughout a company. The aim is to
increase quality performance and awareness in all
company operations, not just in manufacturing divisions.
ISO 9000 standards can also be applied to service
companies with the main aim of offering quality service.
The key to this level of quality control is creation of an

“internal auditing” system whereby all company functions – even office functions
– are constantly monitored. Application of the standard is flexible and will vary 20
from company to company. Only the results matter when it comes to that
crucial audit by an outside registrar. ISO 9000 certification is offered by
companies who have been, themselves, certified by the Registration Accreditation
Boards of 74 companies. Currently, there are about 40 registrars in the U.S.
25
and quite a few more in Europe.
Why Pursue ISO 9000 Certification?
The pressure to pursue ISO 9000 certification usually comes from industry
majors to suppliers. Some corporate leaders are urging – and sometimes
pressuring – their suppliers to comply with ISO 9000.
Companies with local or regional operations and no contact with multinationals

or exporting may find little or no pressure to pursue ISO 9000 certification. 30
Suppliers to the automobile and metal tooling industries, for example, are being
told by industry leaders to hold on pursuing ISO 9000 certification.
Many companies are seeking certification anyway to increase acceptability in

overseas markets, as a marketing tool and as a means of improving their
35
products and internal performance.
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Benefits and Disadvantages
Companies that have succeeded in obtaining an ISO 9000 certificate claim

increased productivity, fewer loss-time accidents and better employee morale
and communication. While ISO 9000 is still in its relative infancy and certificate
holders remain rare in many industries, the certificate can be used as a
marketing tool and to “get a leg up on the competition.” 40
No holder of an ISO 9000 certificate is claiming the certificate has harmed their
business. However, there are problems with how the ISO program is administered
in the U.S. ISO 9000 consultants are not regulated, the American Registrar
Accreditation Board does not have sufficient funding to maintain its own records,
and U.S. registrars are not always considered acceptable overseas. Cost is 45
also a major drawback, especially for small companies. Certification costs start
at about $15 000 and range into the hundreds of thousands of dollars, depending
on a company’s size and organisation.
Tips to Consider
• When attempting to determine whether or not to pursue ISO 9000 certification,

the most common advice from experts in the field is to check with industry 50
leaders or major customers. Take your lead from them.
• Companies working overseas should check on the acceptability of a given

registrar in given countries. It is crucial to select a registrar whose work is
accepted in a country where your company plans to do business.
• Appoint someone in-house to oversee certification process. Make sure this 55

individual is aware of all aspects of your operation. As much as possible,
ISO 9000 should be a home-grown process involving employees throughout
your company.
• Seek a registrar that meets your company’s bureaucratic style, and do this
early on in the process. Determine a system for collecting, processing and 60
formatting documentation of your operating procedures before embarking on
this process.
• Outside consultants should be used sparingly. A quality consultant can help

interpret the ISO 9000 standards, determine where your company ranks vis-
à-vis ISO 9000 standards, conduct pre-assessment audits, train employees 65
in internal auditing and assist in creation of a quality manual that meets ISO
9000 regulations.
• Do not hire a consultant to assist without checking all references thoroughly.
• Lack of in-house preparation and coordination may cost a company

thousands of extra dollars. Take a little time to learn about ISO 9000 to 70
conduct your own audits of your company before hiring outside help.
Consultant in the U.S. may charge between $1 000 and $1 500 a day.
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New ISO 9000 Program Developments
Growing industry concerns with ISO 9000 are taking place against a background
of international sparring between ISO officials and other ISO players. Experts in
the field agree it is more imperative than ever that business people protect their 75
interests when embarking on this program. This means watching trends in
particular industries and only hiring registrars accredited to work in the countries
where companies plan to do business overseas.
The Commission of the European Communities has unveiled a plan to create a

European-wide quality program that, if implemented, could make ISO 9000 80
certificates obsolete.
Recommendations have been issued in a report called “Elements of a Community

Quality Policy” that is making the rounds of EC ministries. The report calls for
creation of a pan-European quality program uniting the public and private sectors.
Although the ISO 9000 standards would be used as a basis for the program, 85
the ISO 9000 certificates would be de-emphasised.
By Amy Zuckerman in Industrial Engineering, vol.26, no.6, June 1994.
Amy Zuckerman is a journalist, editor, book author and professional book critic working in
international marketing as co-principal of IN/EX Information Export.
1. What exactly is ISO?
...............................................................................................................
2. In what consists the ISO 9000? How many standards does it include?
...............................................................................................................
3. What is the main difference between ISO 9000 and the other industry
standards?
...............................................................................................................
4. What are thr major benefits that come from the application of ISO 9000?
And what are the main disadvantages?
...............................................................................................................
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B. Explain the meaning of the following words from the text:
• standard • suppliers
• design • drawback
• awareness • registrar
C. Composition.
Imagine you are responsible for the Quality Department of an industry (you may
choose whatever you want). Make a report in order to explain to the companies’
shareholders why to pursue ISO 9000 certification, and what are the steps you
intend to take.
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
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GRAMMAR NOTES
Marginal auxiliaries
A number of single word and multi-word verbs may be classed as marginal

auxiliaries. Some refer especially to time:
used to be about to
be going to be due to
be to be destined to
‘They are destined to be together’
Others, as we’ve already seen, have modal meanings (like modal auxiliaries);
several refer to more than one category of meanings:
have (got) to
be bound/ certain/ sure to necessity/obligation
be obliged/ supposed to
She was obliged to give him her address.
be able to
possibility
be liable to
be allowed to
persuasion
be permitted to
I have never been able to understand him.
be willing to
would rather
would sooner volition
be going to
dare (to)
had better obligation
You’d better stop it!

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LANGUAGE NOTES
Linking words for time relations: processes
When explaining processes of any kind, we need to show when two action
happen at the same time or when one action takes place after another. Some
linking word for processes are summarised in the following tables.
(i) Two simultaneous actions
Before the audit can be A t t h i s s t ag e the company must also define

designed, considerations the target population
must be given to specify
QSA goals and their
relationship to larger
organisational goals The company must also
at t h e s am e t i m e.
define the target population
(ii) One action after another
Clear goals must be defined an d these goals must be

an d t h en incorporated in each phase
an d s u b s eq u en t l y of the audit.
A f t er drafting a questionnaire a pre-test should be

completed.
A questionnaire and a pre-test In t h e n ex t s t ag e a representative sample of

are developed the target population is
selected.
Wh en a representative sample of it is divided into subgroups.

the target population has
been selected
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M.L.01 Ut.01 IEFP · ISQ Putting the Contr ol in In
Control Invventor y Contr ol
Control
Inglês Técnico
Guia do Formando
IEFP · ISQ Putting the Control in Inventory Control
OBJECTIVES
• Make and justify speculations

• Use simple present, simple past, present perfect, future and conditional
sentences
• Use different kinds of linking words
TABLE OF CONTENTS
• "Putting the Control in Inventory Control"

• Readind Comprehension
• Language Notes
• Linking words for purpose
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AUTO ID ... PUTTING THE CONTROL IN INVENTORY

CONTROL
The production line is down. We have got a part shortage. Our customer needs
it shipped today. If we cannot deliver it, he will do business elsewhere. The
system is down. They need the spare part immediately. – These are everyday
occurrences in business today. Knowing what is in inventory and being able to
find it are essential to being successful. Unfortunately, too many companies 5
rely upon an inventory system that is grossly inaccurate. They send warehouse
personnel or expediters combing through the racks and bins looking for that
missing part that they “know” is there. They perform physical inventories and
cycle counting to “update the system.” This is an expensive term for correcting
data errors. And all too often the line stays down or the customer goes 10
unsatisfied.
There is one major objective in inventory control – accuracy. Accuracy is knowing

what one has and where it is. By definition, this means one needs to have a
database that has all the information about the stored product. With database
entries required upon received, put-away, packing, staging and shipping, millions 15
and millions of database transactions are made for the typical warehouse.
Therefore, when one thinks of inventory control, one must recognize this is
essentially a data management problem.
This database is managed by using a part number of stock-keeping unit, SKU

(depending on your industry designation), which is typically up to 13 alpha- 20
numeric characters long, but could be longer. In a basic keyboard entry system,
this means there will be tens of millions of keystrokes – all opportunities to
introduce errors into the system. Considering that an average of one error is
made every 300 keystroke, it is no wonder that inventory reconciliation – is
essence fixing the data in the database – is one of the most important (and 25
most expensive) activities in the warehouse.
If you want to generate significant improvement in the process, data input is the
place to start. The concept of automatic identification allows data input with
essentially no error. The lowest cost system center around reading bar codes –
using a laser scanning device to visually read the symbols – and range up in 30
cost to radio frequency identification (RFID) devices, which read unique radio
signals emitted from RFID tags. These devices provide the ability to read what
are typically, but not limited to, 8 to 13 character identifiers directly into the
data input field, avoiding the need for key entry. So, if one virtually eliminates
input error in receiving and shipping, it is possible to know exactly what is in 35
the warehouse. Of course, a good warehouse (or distribution) control system is
needed to know where inventory is, but this becomes a data management
problem. The best system will be no better than the data fed into it. The data
needed by the control system is the part (or product) number and the warehouse
location – twice the opportunity for error. But if bins and locations as well as 40
parts or products have bar codes or some other auto ID identifier, data accuracy
is improved in the put-away and pick processes as well.
Because collecting data is simplified with bar coding, other benefits can be
achieved. The function of validation can be a workable, cost-efficient process
improvement. Assume the control system selects a part to pick. The worker 45
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can be required to input the location that is being picked from. Obviously keying
in this data would be a chore, but a quick scan validates that picking is being
done from the correct bin. Another quick scan of the part picked can validate
that the correct part was in fact picked (and eliminate picking misplaced
products.) An additional layer of error is removed from the process – those 50
caused by mispicks and errant put-away. Re-validation at shipping assures an
almost error-free process.
Essentially, we have only focused on replacing keyboard input with bar code
input, which would imply attaching an auto ID device to the
personal computer. Because of the size of most warehouses,
this would be impractical at best. However, there are portable
terminals (hand-held devices with a small display screen, a small
keyboard and an integrated scanner) that allow data collection
and validation at the point of activity. It is this portability that allows
complete coverage – even in the largest warehouses.
If this was the whole story, the auto ID industry would not be
growing as fast as it is. Warehouses are dynamic places – things
move. What was good information an hour ago may be totally
useless information later. The ability to have database information
in real-time provides next level of benefit. To provide the system link, radio 65
frequency (RF) networks can link the portable terminals to the host. Not only
can the warehouse worker provide real-time data collection, but he can also get
real-time information and instructions as well. Combined with on-line verification,
the host computer is virtually at the bin or on the fork truck.
The technology is here. By integrating the host computer running good warehouse 70
control software with hand-held terminals and bar code scanners over an RF
network, the ability to get it right the first time assures accurate, real-time data.
All this adds up to the true inventory control, which means knowing what is in
inventory, and where to find it when you need it. The end result is production
lines that run and customers who are satisfied. 75
by J.P. Hornak, senior market manager for Symbol Technologies, Bohemia, NY.
In Industrial Engineering, vol.26, no.8, August 1994.
A. What is the meaning of these words underlined in the text?

You should be able to work out this from the context.
• shortage • keystrokes • devices
• inventory • average • tags
• staging • warehouse • scanner

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B. Write one sentence using each word in the previous activity.
Example:
(shortage) There has been a shortage of water for the last few months.
(inventory)
………………………………………………………………………………………....
(staging)
………………………………………………………………………………………....
(keystrokes)
…………………………………………………………………………………….......
(average)
………………………………………………………………………………………....
(warehouse)
…………………………………………………………………………………….......
(devices)
………………………………………………………………………………………....
(tags)
………………………………………………………………………………………....
(scanner)
………………………………………………………………………………………....
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C. Composition
Make a description of the way RFID devices work in the inventory con-
trol.
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
………………………………………………………………………………………....
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LANGUAGE NOTES
Linking words for purpose
ISO 9 000 are applied to

to increase quality performance and
s o as t o awareness.
i n o r d er t o
s o t h at quality performance and

awareness can be increased.
w ith th e p u r p o s e o f increasing quality performance

and awareness.
Ut.09
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Guia do Formando
M.L.01 An.01 IEFP · ISQ A ppendix I - Ir r e gular Verbs
Inglês Técnico
Guia do Formando
IEFP · ISQ A ppendix I Ir r e gular Verbs
IRREGULAR VERBS
infinitive past simple past participle
be was/were been
beat beat beaten
become became become
begin began begun
bend bent bent
bet bet bet
bite bit bitten
blow blew blown
break broke broken
bring brought brought
broadcast broadcast broadcast
build built built
burst burst burst
buy bought bought
catch caught caught
choose chose chosen
come came come
cost cost cost
creep crept crept
cut cut cut
deal dealt dealt
dig dug dug
do did done
draw drew drawn
drink drank drunk
drive drove driven
eat ate eaten
fall fell fallen
feed fed fed
feel felt felt
fight fought fought
M.L.01 An.01
Componente Sócio-Cultural Inglês Técnico A I.1

Guia do Formando
find found found

flee fled fled
fly flew flown
forbid forbade forbidden
forget forgot forgotten
forgive forgave forgiven
freeze froze frozen
get got got
give gave given
go went gone
grow grew grown
hang hung hung
have had had
hear heard heard
hide hid hidden
hit hit hit
hold held held
hurt hurt hurt
keep kept kept
kneel knelt knelt
know knew known
lay laid laid
lead led led
leave left left
lend lent lent
let let let
lie lay lain
light lit lit
loose lost lost
make made made
mean meant meant
meet met met
pay paid paid
put put put
read read read
M.L.01 An.01

Guia do Formando
ride rode ridden

ring rang rung
rise rose risen
run ran run
say said said
see saw seen
seek sought sought
sell sold sold
send sent sent
set set set
sew sewed sewed/sewn
shake shook shaken
shine shone shone
shoot shot shot
show showed shown
shrink shrank shrunk
shut shut shut
sing sang sung
sink sank sunk
sit sat sat
sleep slept slept
slide slid slid
speak spoke spoken
spend spent spent
spit spat spat
split split split
spread spread spread
spring sprang sprung
stand stood stood
steal stole stolen
stick stuck stuck
sting stung stung
stink stank stunk
strike struck struck
swear swore sworn
M.L.01 An.01

Guia do Formando
sweep swept swept

swim swam swum
swing swung swung
take took taken
teach taught taught
tear tore torn
tell told told
think thought thought
throw threw thrown
understand understood understood
wake woke woken
wear wore worn
weep wept wept
win won won
write wrote written
M.L.01 An.01

Guia do Formando
M.L.01 An.01 IEFP · ISQ A ppendix II - Tec hnical Glossar y
echnical
Inglês Técnico
Guia do Formando
IEFP · ISQ A ppendix II Tec hnical Glossar y
echnical
APPENDIX 2 - TECHNICAL GLOSSARY FOR THE AREAS OF INDUSTRIAL

PLANNING, QUALITY AND ORGANISATION
Assembly line Linha de montagem
An approach that puts fabricated parts Um processo que consiste na junção

together ay series of work stations; used in (montagem) de componentes já fabricados
repetitive processes. num conjunto de estações de trabalho.
Assembly line balancing Balanceamento de uma linha
Obtaining output at each work station on Técnica que visa a obtenção de tempos
the production line so that it is nearly the operação o mais semelhantes possível em
same. todas as estações de trabalho constituintes
de uma linha de produção e/ou montagem.
Backward scheduling Programação para trás
A job shop scheduling technique in which Técnica de programação job shop na qual a
the last operation on the routing is última operação da linha é a primeira a ser
scheduled first. programada em função da data de entrega,
sendo todas as outras operações
programadas no sentido de mais tarde para
mais cedo.
Bottleneck Estrangulamento
An operation that limits output in the Uma operação que limita a capacidade de
production sequence. um sistema de produção.
Capacity Capacidade
The maximum output of a system in a given A produção máxima possível atingir por um
period sistema de produção num determinado
período.
Competitive advantage Vantagem competitiva
The creation of a unique advantage over Vantagem única e distintiva relativamente

competitors. aos concorrentes.
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Componente Sócio-Cultural Inglês Técnico A II.1

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echnical
Computer Integrated Manufacturing (CIM) Produção Integrada por Computador
A manufacturing system in which Um sistema de produção em que máquinas

electronically controlled machines are controladas por computadores estão
integrated with robots, transfer machines, or integradas com robots e veículos auto-
automated guided vehicles to create a guiados (AGV) de forma a criar um sistema
complete manufacturing system. de produção funcionando autonomamente.
Cycle time Tempo de ciclo
The time the products is available at each Tempo que medeia numa estação de
work station in assembly line balancing. trabalho ou numa linha de montagem
balanceada (Ver Balanceamento de uma
linha), entre a saída de dois produtos
consecutivos.
Economic order quantity (EOQ) model Modelo da Quantidade económica de

encomenda (QEE)
A widely used inventory model that
computes the optimal order quantity. Um modelo de gestão de stocks que (ver
LEF) determina a quantidade óptima de
encomenda.
Fixed costs Custos fixos
Costs that continue even if no units are Custos que persistem na empresa mesmo
produced. que esta não produza um único produto.
Focused factory Fábrica foco ou especializada
A permanent facility to produce a product Instalação industrial destinada a produzir

or component in a product oriented facility. um único componente.
Forward scheduling Programação para a frente
Assumes that procurement of material and Técnica de programação que assume que
operations start as soon as the requirements todas as operações começam
are known. sequencialmente assim que as necessidades
são conhecidas, ou seja, no sentido das
datas de mais cedo para mais tarde.
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echnical
Group technology Tecnologia de grupo
A system that requires that componenets be Sistema que requer uma codificação de
identified by a coding scheme that specifies componentes especificando o tipo de
the type of processing and the parameters of operações e os respectivas parâmetros,
the processing; it allows similar products to permitindo a produção conjunta de
be processed together. componentes ou produtos semelhantes.
Holding cost Custo de posse
The cost to keep or carry inventory in stock. Custo de manutenção de um produto em

stock. Compreende o capital imobilizado,
custo de armazenagem, seguros, risco de
deterioração e risco de obsolência.
Intangible costs Custos Intangíveis
A category of intagible costs that can be Tipo de custos que só podem ser avaliados
ealuated through weighting techniques. através da sua importância, não sendo
possível quantificá-los com rigor.
Job design Carregamento
An approach that specifies the tasks that Afectação de tarefas a postos de trabalho ou
contitute a job for an individual or group. células.
Job enrichment Enriquecimento de tarefas
A method of giving an employee more Política que consiste na atribuição de maior

responsibility that includes some of the responsabilidade ao operador incluindo nas
planning and control necessary for job suas funções parte do planeamento e
accomplishment. controlo necessários para a realização de
tarefas.
Job lot Lote de fabricação
A group or batch of parts processed Um grupo ou batch de peças fabricadas em

together. conjunto.
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Guia do Formando
echnical
Just-ln-Time (JIT)
Production philossophy that relies on Filosofia de produção que se baseia procura

employing only a minimum of inventories constante de melhorias de qualidade e
or other resources to make a product. The produtividade, baseada num conjunto de
operations are coordinated so that the princípios: produzir de acordo com as
production occurs just when the necessidades de venda; eliminar
components are needed. desperdícios; produzir em lotes pequenos;
máximo respeito pelas pessoas; visão de
longo prazo.
Kanban or Kanban system Kanban ou sistema Kanban
The Japanese word for signal; a Kanban Etiqueta ou sinal em japonês; um sistema
system moves parts through production via Kanban “puxa ” (ver Sistema pull) o produto
a “pull ” from a signal. ao longo do processo de produção através
de uma ordem fornecida por um sinal.
Layout Layout
Arrangement of facilities. The location of Arranjo físico de instalações. Disposição de

departments in a building or equipments in um conjunto de secções diferentes dentro de
a process line. uma fábrica ou de diferentes máquinas de
um processo de produção dentro de uma
secção.
Lead time Prazo de entrega
In purchasing systems, the time between Nos aprovisionamentos, é o tempo entre

placing an oreder and receiving it; in colocação de uma encomenda e a sua
production systems, it is the wait, move, recepção; na produção, é o tempo que
queue, set-up and run times for each medeia entre a recepção da ordem trabalho
component produced. e a disponibilidade do seu conteúdo.
Longest processing time (LPT) Tempo de operação mais longo
A priority rule that assigns the highest Uma regra de prioridade que afecta
priority to those jobs with the longest prioritariamente as tarefas com o tempo de
processing time. operação mais longo e de acordo com as
respectivas relações de precedência.
Maintenance Manutenção
All activities involved in kkeping a Todas as actividades necessárias para

system’s equipment in working order. manter um equipamento ou sistema a
funcionar correctamente.
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Guia do Formando
echnical
Manufacturing Resources Planning (MRP MRP II

II)
Sistema que, em conjunto com o MRP I,
A system that allows, with MRP in place, permite planear a utilização dos recursos de
inventory data to be augmented by other produção (capacidades de produção).
resource variables; in this case, MRP
becomes material resource planning.
Master production schedule (MPS) Plano director de produção
Plan that states what is to be produced or Calendário que define o que tem que ser
completed, and when. produzido e quando.
Materials Requirement Planning (MRP I) MRP I
A dependent demand technique that uses Técnica informatizada plicada na

bill-of-material, inventory, expected determinação de quais os componentes
receipts, and a master production schedule (peças e matérias primas), quais as
to determine material requirements. quantidades e quais as datas de encomenda
necessárias para cada um destes, a partir do
conhecimento da composição e das vendas
previstas de cada produto e ainda das
existências e encomendas pendentes a
fornecedores e à fábrica.
Model Modelo
A representation of reality; it may be Uma representação da realidade; pode ser

graphic, physical, or mathematical. gráfico, físico ou matemático.
Normal distribution Distribuição normal
A continous probability distribution Uma distribuição de probabilidade contínua

characterized by a bell-shaped curve, the caracterizada pelos parâmetros: média e
parameters of which are the mean and the desvio padrão.
standard deviation.
Optimal production quantity Lote económico de fabricação (LEF)
Production lot size that will result in the Dimensão de um lote de fabricação
reduction of holding and set-up costs. correspondente ao custo mínimo resultante
da soma do custo de posse e custo de set-
up.
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echnical
Optimize Production Technology (OPT) Optimize Production Technology (OPT)
A proprietary computerized system for job Técnica informatizada, desenvolvida por E.

shop scheduling that schedules around Goldratt, para sequenciamento da produção
“bottleneck ” operations; developed by tendo por base a programação a partir das
Goldratt. operações estrangulamento.
Preventive maintenance Manutenção preventiva
A plan that involves routine inspections, Plano que prevê inspecções de rotina ao
servicing, and keeping facilities in good equipamento e substituição de alguns
repair to preent failures. componentes de forma a evitar a ocorrência
de avarias.
Process control Controlo de processo
The use of information technology to Utilização de sistemas informáticos para

control a physical process. controlar os parâmetros de um processo
físico ou químico.
Process oriented layout Layout orientado por processo
A layout that deals with low-volume, high- Layout relacionado com baixo volume de
variety production; like machines and produção, grande variedade de produtos em
equipment are grouped together. que as máquinas e equipamentos estão
agrupados por semelhanças funcionais.
Product oriented layout Layout orientado por produto
A production process built around a product Layout de produção baseado num produto
and seeking the best personnel and machine com uma grande ocupação do pessoal e
utilization via repetitive or continous equipamento através de uma produção
production. repetitiva em fluxo contínuo.
Production line Linha de produção
Production facilities or work stations Conjunto de estações de trabalho destinada

destined to convert the raw material into à fabricação de componentes ou produtos.
the finished product.
Production time Tempo de produção
Sum of all operation times needed to Somatório dos tempos de todas as

produce a product. operações necessárias à produção de um
produto.
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Productivity Produtividade
The enhancement to the production process Relação entre a quantidade de produtos ou

that results in a favourable comparison of serviços produzidos (outputs) e a
the quatity of resources employed (inputs) quantidade de recursos utilizados na sua
to the quatity of goods and services produção (inputs).
produced (output).
Pull system Sistema “de puxar ”
A distribution or production network driven Sistema de distribuição ou produção

by the top or end user level ordering more constituído por elos de uma cadeia (postos
stock. de trabalho) que transmite ordens
sequencialmente no sentido de jusante para
montante, e passa os produtos dessas
ordens, no sentido de montante para
jusante, de uma forma sincronizada.
Push system Sistema “de empurrar ”
A distribution network in which orders are Sistema de distribuição ou produção em que

received from up-stream locations (users) as ordens são transmitidas a partir de um
but are evaluated by the supplyinh location. planeamento central, que os postos de
trabalho executam sem preocupações de
sincronização entre si.
Reliability Fiabilidade
The probability that a machine part or Probabilidade de uma máquina ou produto

product will function properly for a funcionar sem falhas durante um
reasonable lenght of time. determinado período de tempo.
Safety stock Stock de segurança
Extra stock to allow for uneven demand; a Peças extra para prevenir aumentos
buffer. inesperados do consumo, ou incidentes
(avarias e rejeições de qualidade).
Sequencing Sequenciamento
Determining the order in which jobs should Determinação da ordem pela qual as
be done at each work center. operações devem ser efectuadas numa
estação de trabalho.
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echnical
Set-up cost Custo de set-up
The cost to prepare a machine or process for Custo de preparação de uma máquina ou
manufacturing an order. processo para produzir um produto.
Set-up time Tempo de set-up
The time required to prepare a machine or Tempo necessário de preparação de uma

process for manufacturing an order. máquina ou processo para produzir um
produto.
Simulation Simulação
The attempt to duplicate the features, Modelo, normalmente informatizado, que

appearance, and characteristics of a real representa o comportamento de um sistema
system, usually a computerized model. real ao longo do tempo.
Standard deviation Desvio padrão
A measure of dispersion or spread; the Medida da dispersão de um conjunto de

square root of the variance. valores. Raiz quadrada da variância.
Statistical process control (SPC) Controlo estatístico de processos
A widely used statistical technique to Técnica estatística baseada em técnicas de

ensure that processes are meeting standards. amostragem para verificar se os parâmetros
de um processo estão dentro dos limites
especificados.
System Sistema
An aggregation of interacting variables. Conjunto de variáveis que interactuam entre

si ao longo do tempo.
Tangible costs Custos tangíveis
Readily identifiable costs that can be Custos facilmente identificáveis e que

measured with some precision. podem ser quantificados com precisão.
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Value engineering Engenharia do valor
A technique that involves questioning, with Técnica que envolve uma interrogação
a goal of improvement, designs and constante com o objectivo de introduzir
specifications at the research and melhorias no desenho do produto e do
development, design, and production stages processo ao longo das diversas fases de
of product deelopment. desenvolvimento: investigação, concepção
e produção.
Variable costs Custos variáveis
Costs that vary with the volume of units Custos que dependem do numero de
produced; also known as direct costs. unidades produzidas.
Work cell Célula de trabalho
A temporary product-oriented arrangement Layout de máquinas e operadores orientado

of machines and personnel in what is por famílias de peças.
ordinarily a process-oriented factory.
Work order Ordem de trabalho
An instruction to make a given quantity of a Instrução para produzir uma determinada

particular item, usually to a given schedule. quantidade de um componente ou produto,
normalmente de acordo com um plano de
produção.
M.L.01 An.02

Guia do Formando
M.L.01 An.01 IEFP · ISQ Appendix III - Domino
Inglês Técnico
Guia do Formando
IEFP · ISQ Appendix III Domino
START HERE
➞
M.L.01 An.03
Componente Sócio-Cultural Inglês Técnico A III.1

Guia do Formando
IEFP · ISQ Appendix III Domino
✃
match, look pass
fall out quarrel investigate faint do up
suit into out
✃
decorate, go out stop, pass die turn
call off cancel
modernize (fire) burning away down
✃
refuse blow up ex- look up admire, get recover call on
plode to respect over from
✃
visit own up con- drop off fall put off postpone give in
fess asleep
✃
yield, go with
surrender
M.L.01 An.03
Componente Sócio-Cultural Inglês Técnico A III.2

Guia do Formando
IEFP · ISQ Bibliography
BIBLIOGRAPHY
Dictionary Of Contemporary English, Longman.
Industrial Engineering, 26 and 27.
Ousar, February 1994.
Time - The Weekly Magazine, 141 (19).
Broughton, G., Penguin Advanced English Grammar A-Z, Penguin English.
Grant and Temperley, Europe In The Nineteenth And Twentieth Centuries,

Longman.
Hayes, C. J. H., M. W. Baldwin Nd C. W. Cole, History Of Western Civilisation,

Collier-Macmillan,1967.
Hilton, Catherine, Margaret Hyder, Getting to grips with writing, BPP (Letts
Educational) Ltd., London, 1995
Murphy, R., English Grammar In Use, Cambridge University Press.
Pincas, A., Writing In English 3, Macmillan Publishers.
Vídeos
A Passion to be free, Comissão das Comunidades Europeias, 1995
The Community Telecommunications Policy, Comissão das Comunidades

Europeias,1995
The Global Information Society: stay tuned!, Comissão das Comunidades

Europeias, 1995
Translation is Communication, Comissão das Comunidades Europeias,1987

An.03
M.L.01
Inglês Técnico B . 1
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Formação Modular

Colecção MODULFORM - Formação Modular

Título Inglês Técnico Elementar no domínio do Planeamento,

Suporte Didáctico Guia do Formando

Coordenação Técnico-Pedagógica IEFP - Instituto do Emprego e Formação Profissional

Coordenação do Projecto ISQ - Instituto de Soldadura e Qualidade

Autor Sónia Figueira

Capa SAF - Sistemas Avançados de Formação, SA

Maquetagem e Fotocomposição ISQ / Cláudia Monteiro

Revisão OMNIBUS, LDA

Montagem UNIPRINT, LDA

Impressão e Acabamento UNIPRINT, LDA

Propriedade Instituto do Emprego e Formação Profissional

Preço 4 500 esc.

1.ª Edição Portugal, Lisboa, Junho de 1997

Tiragem 1 000 Exemplares

Depósito Legal 120913/98

Ing lês Técnico

I - LOOK WHAT HAPPENED TO ENGLISH

II - THE UNITED NATIONS – THE EARLY DAYS

III - THE RAPID GROWTH OF INDUSTRIAL PRODUCTION

Inglês Técnico IG.1

• Present perfect II IV.7

V - THE DECLINE OF SERVICE QUALITY IN AMERICA

• Language Notes V.7

VI - THE IMPACT OF INFORMATION EXPLOSION

VII - TAKING QUALITY AS SERIOUS AS PROFITS

VIII - THE BASICS OF ISO 9000

Inglês Técnico IG.2

IX - PUTTING THE CONTROL IN INVENTORY CONTROL

APPENDIX I – IRREGULAR VERBS A I.1

APPENDIX II – TECHNICAL GLOSSARY A II.1

APPENDIX III – DOMINO: PHRASAL VERBS A III.1

Inglês Técnico IG.3

At the end of this unit the trainee should be able to:

• Expose ideas both written and orally

• "Look what happened to English"

Ing lês Técnico

LOOK WHAT HAPPENED TO ENGLISH!

Componente Sócio-Cultural Ing lês Técnico

If we are to move towards closer European integration, then surely we should

Componente Sócio-Cultural Ing lês Técnico

A. Explain the meaning of the following words from the text:

B. Aswer the following questions:

1. What has mainly promoted the English language in recent times?

4. Do you think it is important to have an European Communnity language?

5. Why should we "all aspire to be polyglots"?

Write your opinion about the importance of English in today’s world.

Componente Sócio-Cultural Ing lês Técnico

· The actual present (instantaneous present)

I’m very well, thank you!

The day I see you, that will be the day!

or in subordinate clauses (particularly with if and when)

If I start feeling sick, I’ll call for you.

· Present simple for past meaning – it is rarely used ( it is mainly found in

The thunder builds up....

Past simple uses the -ed form of the verb.

Componente Sócio-Cultural Ing lês Técnico

The difference between will and going to:

will – is used when we decide to do something at the time of speaking

past now future

going to – is used when we have already decided to do something

past now future