Answer Key
Quality management – Practice 2
Fill in the gaps with the appropriate word or phrase in the correct form.
- After the [sell-by] date has passed, grocery stores and manufacturers should remove the product from the shelves.
- After my call was answered I was put [on] hold before I had a chance to say whether I could hold or not.
- To [handle] complaints effectively, you must first learn to deal with the complaint, not the complainant.
- There's no cheaper, smarter or more effective way to market than by [word-of-mouth] . When customers or peers discuss the benefits of your business, it generates a trust for your products or services that's worth more than any direct promotion.
- ‘I market beer. With our Heavyside Brew we go for heavy drinkers of beer who drink it in pubs, never at home: this is our [target] group for this product.
- TQM aims to ensure continual [improvement] , i.e. better quality in products and services.
- I would definitely stay at this hotel again as it was real [value] for money and the buffet breakfast included in the price was excellent.
- The [internal] auditors are appointed by directors of a company to check the company's own financial records.
- The rigorous [zero] defects policy ensures the quality of material and workmanship is of the highest standard.
- An [external] audit is a review of financial statements and accounting records by an accountant not belonging to the firm.