Warm-up
Quality Control & Problem Solving
Quality Control & Problem Solving
After this lesson you'll be able to...
- Use key vocabulary for quality and problems
- Explain causes and results with because, due to and as a result
- Describe an earlier problem with the past perfect
- Suggest a solution to a defect
Get to know each other (3 minutes)
- Have you ever bought a product that did not work? What did you do?
- Who checks the quality in your company?
- What is more important: speed or quality?
- Do you complain when there is a problem, or do you stay quiet?
Say it out loud
Explain a cause. → The delivery was late because of a technical problem.
Fact worth knowing
Vocabulary
Key vocabulary
Useful phrases
| We found a defect in the batch. | Ми знайшли дефект у партії. |
| The delivery was late because of a technical problem. | Доставка запізнилася через технічну проблему. |
| Due to a fault, the machine stopped. | Через несправність машина зупинилася. |
| As a result, we lost two days. | У результаті ми втратили два дні. |
| We had checked the goods before they left. | Ми перевірили товар до того, як він поїхав. |
| We can offer a refund or a replacement. | Ми можемо запропонувати повернення коштів або заміну. |
| What was the root cause? | Яка була першопричина? |
| We need to prevent this from happening again. | Нам треба запобігти повторенню цього. |
Try out the new words
Say one sentence with a new word. → …
Say one phrase from the list about your work. → …
Which word is it?
Fill in the missing word
Choose the correct word
Translate the phrase
Write each phrase in English.
Grammar
Cause, result and the past perfect
| because + clause | The delivery was late because there was a technical problem. After because we use a full clause. |
| because of / due to + noun | The delivery was late because of a technical problem. Due to the fault, the machine stopped. After these we use a noun, not a clause. |
| as a result / so / therefore | show the result: The machine stopped. As a result, we lost two days. / … so we lost two days. |
| Past perfect: had + past participle | the earlier past action: We had checked the goods before they left the factory. |
| Past simple + past perfect | When the customer called, we had already found the problem. The earlier action is in the past perfect. |
Which sentence is correct?
Complete with the correct word
Rewrite it
Join each pair of sentences with the word in brackets. Several answers are possible.
Correcting mistakes
Each sentence has one mistake. Write the correct sentence.
Put the words in order
Put the words in the right order and write the full sentence.
Say it about your own work
Say about a problem at work and its cause. → … because of …
Reading
Read: a quality report
Quality report — Batch 218
On 5 May our team inspected Batch 218, 2,000 units of a kitchen mixer. Before the inspection, the goods had been packed and sent to the warehouse.
We found a defect in 120 mixers. In these units, the motor stopped after a few minutes because of a faulty part.
The root cause was a change of supplier. The new supplier had used cheaper material, so the part was not strong enough.
As a result, we stopped the delivery and informed the customers. We offered a refund or a replacement to everybody who had already bought the product.
To prevent this problem, we will check every new supplier and inspect each batch before dispatch.
True or false?
Batch 218 had 2,000 units.
The defect was in 20 mixers.
The motor stopped because of a faulty part.
The root cause was a change of supplier.
The company did not inform customers.
Answer the questions
What was the product in Batch 218?
How many units were defective?
What was the root cause of the problem?
What will the company do to prevent it?
Find the key language
Write the word (or phrase) from the text.
Fill in from the text
Why is this a good text?
Your own opinion
- Was the company right to stop the delivery? Why?
- What would you do if you bought this mixer?
- How can a company check a new supplier?
Practice
Picture the situation
Find → Check → Fix → Prevent. A good quality system does not only fix a problem; it stops the problem from coming back.
Match the phrase to its function
Put the words in order
Put the words in the right order and write the full sentence.
Fill in the missing phrase
Say it in your own words
Write one sentence. Several answers are possible.
Translate into English
Write each sentence in English. Several answers are possible.
A useful tip
Speaking
How to use this section
Your tutor plays a customer with a complaint or a colleague in the quality team. Describe problems, explain causes and offer solutions. Use because / because of / due to / as a result / had + past participle.
Reporting a defect
Task: tell your manager about a defect in a batch.
Starter: "I have to report a problem. We found a defect in 120 units, and the motor stopped working in these products."
Explaining a cause
Task: explain why the defect happened.
Starter: "The motor stopped because of a faulty part. The supplier had used cheaper material."
Handling a complaint
Task: a customer is angry. Respond politely and offer a solution.
Starter: "I am very sorry about the problem. We can offer you a refund or a replacement, whichever you prefer."
Describing the results
Task: explain what happened because of the problem.
Starter: "The delivery was stopped, so we lost two days. As a result, some customers were late with their own orders."
Describing earlier actions
Task: say what you had already done when the customer called.
Starter: "When the customer called, we had already found the defect and had stopped the delivery."
Finding the root cause
Task: ask “why?” to find the cause with a colleague.
Starter: "Why did the part break? Because it was too weak. Why was it weak? Because the material was cheap."
Preventing the problem
Task: suggest how to stop the problem from coming back.
Starter: "To prevent this, we will check every new supplier and inspect each batch before dispatch."
Full conversation — no stops
With your tutor, role-play a complaint call: the customer reports a faulty product, you ask questions, explain the cause and offer a solution — entirely in English.
Let's talk — reflection
- How do you feel when you make a mistake at work?
- What is the best way to talk about a problem with a customer?
- Who in your company is responsible for quality?
Cool down
Now I can...
- Use key vocabulary for quality and problems
- Explain causes and results with because, due to and as a result
- Describe an earlier problem with the past perfect
- Suggest a solution to a defect
Quick self-check
What is the difference between because and because of?
How do we form the past perfect?
What does “root cause” mean?
One more thing before you go
Tell your tutor about a problem that happened and its cause. → The problem was caused by …
Homework
Words to remember
| a defect | дефект, брак |
| quality control | контроль якості |
| a standard | стандарт |
| a fault | несправність |
| a complaint | скарга |
| a refund | повернення коштів |
| a replacement | заміна (товар на заміну) |
| the cause | причина |
Fill in the missing word
Choose the correct form
Open the brackets
Correct the mistake
Each sentence has one mistake. Write the correct sentence.
Translate the phrase
Write each phrase in English. Several answers are possible.
Write it yourself
Write a short quality report (6–8 sentences) about a problem. Include what happened, the cause (because / because of / due to), one past perfect sentence, the result and a solution.
Practise out loud
Say your report aloud as if you were presenting it to your manager.
Read aloud
Read the text “a quality report” aloud twice before the next lesson.
- 8.7 I did the writing task
- 8.8 I practised out loud
- 8.9 I read the text aloud twice