Kelompok 8

 Rariyanda (2005066022)
 Wahidatuzzakiah Rahmadhani (2005066031)
 Krisma Periti Sinta (2005066033)
 Riduansyah (2005066016)

Tugas dari ibu ida

10.1 Look at A and B opposite and answer the question

Which expression refers to:

1. The idea of following a designer’s intentions?

2. The work of making sure that the principles of quality are applied?
3. Approaching quality in a logical way?
4. Keeping customers happy?
5. How good a design is for the purpose of the product it relates to?

Answer:

1. Comformity to specification
2. Quality management
3. Quality system
4. Customer satisfaction
5. Fitness of design

10.2 complete the table with words from A,B and C.opposite and related forms. Put a stress mark
in front of the stressed syllable in each word of more than one syllable.(the first one has been
done for you)

Verb Noun
A’pprove (of) A’pproval
Conform (to) Conformity
Delight Delight
Eliminate Elimination
Expect Expectation
Fit Fitness
Satisfy Satisfaction
Specify Specification
Tolerate tolerance
vary Variation
Now use correct forms of the expression above and opposite to replace the underlined words and
phrases in this memo from the head of package holiday company.

Memo

From:Jacqueline Toubon

To:ALL hotel managers

Buying a family holiday is a big investment for a lot of people, both financially and emotionally.
So, we don’t just want (1) them to be happy with what they get; we want (2) them to be
extremely happy.

We want to avoid the situation where things are different from what customers were expecting
and instead we want (3) standards to be exactly as described.when the hotel does not caome up to
the description in the brochure,our clients are extremely angry.this mean (4) avoiding changes or
difference in relation to what we promise

Customer may find that thing are better than they thought they would be, for example the food
may be better or the rooms more comfortable.althought this may be a way of going beyond (5)
what customers were hoping for, it is important to keep control of cost. To use a comparison
with manuafacturing industry, we have to keep standards within certain limits.

1. (customer) satisfaction
2. (customer) delight
3. Conformity to specification
4. Elimination of variation
5. (customer) expectations
6. Tolerances
 Tugas tambahan dari ibu ida

13.1 A firm decided to introduce Investors in People principles. Look at the reports from the management and
match them to the four principles in A opposite. (There are two statements relating to each principle.)

1. We’ve set up a committee of managers to work on the planning of skills development for individuals
and teams in their departments.
2. We’ve announced in the internal company newspaper that we are going to apply the principles.
3. We’ve asked external consultants to quantify financially the effectiveness of the actions they had
undertaken
4. They sent all employees on a three-day quality training course
5. They asked groups of employees to contribute ideas on ways of improving their skills
6. I’ve asked all our managers to report verbally on the progress of their employees in working towards
the goals.
7. I was sent on a training course with the other managers. We learned how to imporove out management
techniques
8. We’ve announced on our customer website that we’re going to apply the investors in peple principles

Answer :
1. B ( Planning)
2. A (Commitment)
3. D (Evaluating outcomes)
4. C (Action)
5. B ( Planning)
6. D (Evaluating outcomes)
7. C (Action)
8. A (Commitment)

13.2 Match the two parts of the descriptions below relating to the EFQM Excellence model in B opposite. (The
numbers on the left relate to those in the model.)

1. Manage their people at all levels in order to a. Fully satisfy and generate increasing value for
customers and other stakeholders
2. Develop a stakeholder focused strategy which b. Support policy and strateg
takes account of the market in order t0

3. Plan and manage external partnership and c. Thevelove their full potential
internal resource in order to
4. Design, manage and improve processes in order d. Achieve outstanding result with their people
to and with respect to their customers and to
society in general
5. 6, 7 comprehensively measure their e. Implement the mission
performance in order to

Answer :
1. C
2. E
3. B
4. A
5. 5,6,7 D
Soal Kelompok 8 b. practiced
c. practice
Choose one of the four choices that you d. Practices
think is the right answer then cross (x) on 8. How often …… coffee?                
your chosen answer!                       a. mother drinks
b. mother does drink
1. Children always …….. their c. did mother drink
parents.                                     d. does mother drink?
 a. are loving 9. It …… a lot of money to buy that
b. is loving car.                                          
c. love  a. cost
d. Loves b. costed  
2. The man always……… the truth.   c. costs
                                       a. tells d.costes                                  
b. is telling 10. My brother and my sister
c. telling ………….. to work early in the
d. are telling morning.                                  
3. The students usually………  a. drive
fifteen minutes before the class b. drives 
starts.                                         c. driving
a. to come d. are driving
b. come 11. It is now 11.00 pm. Iriana …..
c. come sleeping in her bedroom.
d. are coming a. is                                          
4. Everybody…….. work hard b. am
everyday.                                   c. were
a. doesn’t d. Where
b. isn’t 12. I need an umbrella because it’s
c. don’t ……………… right now.
d. aren’t a.rain                                       b.
5. ……… to Temple every time?       Rains
                                   a. Does c. raining
you go d. Rained
b. Do you go 13. Susan and Susanna …….. writing
c. Are you go poems for an English subject.
d. Have you go a. is                                 c. am
6. He doesn’t ………. that Mr. b. are                              d. Be
Buhima is our maths teacher.        14. Please be quiet. I …… trying to
                              a. know concentrate.
b. knows a. am                            c. were
c. knew b. is                              d. Are
d. Known 15. what ……. you …….. ?
7. Rini and her sister always….. a. is – doing                  
English conversation at home.       b. are – doing
                                  a. are c. am – doing              
practicing d. were – doing
16. … Mary reading a book in her 22. 12. Sally: Now, close your eyes and
classroom? listen carefully. What ………………
a. is                               c. was (I, do)?
b. am                            d. were Inggrit: You are knocking the door.
17. They ….. a cup of coffee, but a. am I doing
chocolate. b. are I doing
a. is not collecting c. is I doing
b. are not drinking d. aren’t I doing
c. is not drinking 23. “Nina is a chef. She always prepares
d. are not collecting food at her cafe. She sells many
18. Why ……. your sister crying so delicious foods such as cakes,
loud? Please give her candies or bakeries, dishes, and drinks. Her cafe
something. is open from 07.00 am to 10.00 pm.
a. is                                c. am Now, it is 10.00 am. What do you
b. are                             d. Were think Nina is doing this time?”
19. Is he bringing my laptop? a.Nina is closing her cafe because it
…………………. is about to be bankrupt.
a. Yes, he is.                     b. Nina is going to sleep because it’s
b. No, he does not.           time for break.
c. Yes, he does. c.Nina is cooking and selling dishes
d. No, he is. for her cafe.
20. ……. they ……………. in a good d.Nina is delivering posts around the
company? Yes, they are. city.
a. Is – going                         24. What’s the gardener
b. Am – talking                   doing? He……… the flower.        
c. Are – working                               a. to water   
d. Were – studying b. water   
21. Diana: Look! It’s snowing. c. are watering  
Anggi: So beautiful. This is the first d. is watering
time I have ever seen snow. It …….. 25. Listen! Your father …… to a
(snow,not) in my country. friend right now.
a. are not snowing a. talk  
b. am not snowing b. talks   
c. was not snowing c. is talking  
d. is not snowing d. are talking