Задание III. 1. What is the main idea of the text?

А. Ответьте на вопросы

1. What is the main idea of the text?

2. What does the expression ‘war stories’ mean here?

3. Is manager able to learn from his or her experience as a

customer?

4. Is it important to look at all aspects of the organization

through customer eyes? Why/Why not?

5. What are the results of customer’s needs reflection in

any organization?

B. Завершите предложения в соответствии с содержанием текста

1. The organizations we manage are not always ____.

2. It happened that the complete goods were not delivered ____.

3. Organizational problems could be solved if the customer is put at the forefront of an ____.

4. In order to correct the situation I was able to find out a whole range of ____ of the company.

5. Staff was properly trained but was absolutely unable to ____ for customers.

6. Managers were unable to be seen in the process and ____ were obvious.

7. If to look at all aspects of the organization through ____ eyes they become more satisfied.

C. Определите, являются ли истинными данные ниже утверждения

1. We all have our particular stories when we were served exceptionally well or extremely poorly.

2. Suppliers of a given company satisfied customers absolutely well and were under control.

3. Staff was adequately trained and could solve problems for customers.

4. The real purpose of a company is not to make money, but to create customers who are so pleased that they will continue to buy products.

5. It is not very important for process design, IT systems, staff development, leadership behaviours and finance systems to reflect the needs of external customers.

6. If to look at all aspects of the organization through customer eyes processes become leaner, staff more satisfied and leaders more effective.

7. See everything from the customer’s point of view first.