一、名词解释
1. The plan of action is, at one and the same time, the result envisaged, the line of action to be followed, the stages to go through, and methods to use.
2. Human needs are states of felt deprivation. Humans have manly complex needs. These include basic physical needs for food, clothing, warmth, and safety; social needs for belonging and affection; and individual needs for
knowledge and self-expression.
3. Customer value is the difference between the values the customer gains from owning and using a product and
the costs of obtaining the product.
4. Place, another key marketing-mix tool, includes the various activities the company undertakes to make the
product accessible and available to target customers.
5. Group technology is a concept that currently is attracting a lot of attention from the manufacturing
CUSTOMER SERVICE
Customers first: the message for this or any other
year
By Michael Skapinker
What, the caller from Hewlett-Packard wanted to know, did I
think the big business issues would be in 2005? Well, I replied,
in Hewlett-Packard's case, I thought the issues should be that my
new HP printer-scanner-copier refused to scan when I bought it
and it took me weeks to sort it out. Also the machine could not
print on lightweight card, as it was supposed to, without
jamming.
The man from HP (or, rather, from the research organization
contracted by HP) laughed nervously. Were there any other big
business issues I would like to mention? No, I said. If HP took
care of those small ones, the big ones would take care of
themselves.
I could have talked for longer, but I had to call Powergen. I
should not have been using the FT's time to sort out my
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顾客导向——质量管理的灵魂
温德成
（1.山东大学, 山东济南 250100）
摘 要：文中简述了八项质量管理原则产生的背景，分析了顾客与企业之间的关系，概括了以顾客为关注焦点在ISO 9001：2000中的体现点，从强化顾客意识、识别顾客需要、满足顾客需要以及评价顾客满意度等方面探讨了企业如何在质量管理工作中落实以顾客为关注焦点这一原则。
关键词：顾客导向； 顾客满意； 质量管理
Customer Focus—the Core of Quality Management
Wen Decheng1, Yu Tao2, Liu Huafeng3 Zhang Chunjie4
(1. Shandong University, Jinan, Shandong 250100; 2. Dezhou University, Dezhou,
Shandong 253023; 3. Jinan Yingte Co., Jinan, Shandong 250101; 4. Jinan Qilu Chemical
Fibre Group Co., Ltd, Jinan, Shandong 250100)
Abstract：This paper analyzes the background of eight principles of quality management，develops the relation between customer and company，summarizes the clauses which reflect the principle of Customer Focus，
and studies how to implement Customer Focus Principle in company from four sides of enhancing
customer consciousness，identifying customer’s need，satisfying customer’s need，and evaluating customer satisfaction.
商务英语阅读教程3unit8课后翻译答案
第一篇：商务英语阅读教程3unit8课后翻译答案
UNIT 8
TEXT A当人们刚开始在美国定居的年代，全国的零售形式的小贩背着商品到处兜售，18世纪末和19世纪初，在一些城市和主要定居点出现了普遍商店，以满足众多顾客和他们的不同需求如果商品在传统商店出售，零售商必须保证商店位置合适，安全方便，配备停车场，如果可能的话，还要有便捷的公共交通
3顾客光顾零售商店的原因有很多，大多为了满足某样需求，有些顾客光顾商店是因为他是商店的忠实顾客，或者是为了通过购物经历来找人派遣孤独
第二篇：商务英语阅读教程3unit7课后翻译答案
UNIT 7
TEXT A资不抵债和不良信贷率已接近历史记录，全国范围约6%的人不能按时偿还月供，自从FRED搜集数据以来第一次出现私房屋主的债务超过房子价格的情况。大约九百万的私房屋主处于负资产，并且抵押贷款远高于房屋的市场价。
2最近一些年，逐渐扩大的贸易逆差拖累了美国输出的增长，现在贸易使美国经济逐渐走出了困境，在2007年的头几个月，出口增加和进口减少的结合使每年的GDP增长率增加了近1个百分点，但整体经济只增长了0.6个百分点
3最关键的问题在于即使其他经济陷入衰退，是否出口仍能保持该水平，这取决于美国的低迷时期对削弱世界其他区域的增长有多大的影响，以及次贷危机对全球经济的影响有多深
第三篇：商务英语写作课后翻译答案
All staff and their family members are welcome.欢迎各位员工及家人参与。
The board of directors will be conducting a meeting at
3p.m.on Friday , August 4 in room 1131.董事会将于8月4日星期五下午3点在1131室召开会议。
There has been a change in our clinic service policy which we
