EfBS unit 8 listening 2b

Alan Severn I'm Alan Severn, I'm the Quality Manager at Arcam, and my responsibilities are exactly that, for the quality of the product, the quality of the services, and the quality of all interfaces which involve the customer and our customers.
The word 'quality' is a very easy one that slips off the tongue, it's quite easy to say but it means an awful lot of things. I have a department of three people, but in essence, everybody in the company works for me, because everybody works for the word 'quality'. Quality starts and must start at the conception of everything and go through every department within the company. You can't pack quality into a box at the end of the line. You have to implant it at the start of a process; and it knocks on through every process until it goes into a box, into your home, into your living room, and you switch it on and you're a happy person.
The two aspects of quality are that we must reproduce, must, sorry, design to reproduce excellent hi-fi equipment, and that must be a design which has got quality built into it in terms of the performance of the product, but also must have the ability to be produced in volume. Er, now, that means the designers have to have restraints put on them, and that restraint means that they must work to quality standards to ensure that their designs are reproducible in volume. They must design for manufacture. Now that's one part of the quality aspect and that's where it starts within Arcam, the ability to have (a) a perfect design and (b) that the design is reproducible.
They hand that information on to our manufacturing departments. Now the manufacturing departments have the same, em, the same message, the same cause in life, to then, to make sure that the designs that are now designed for manufacture are designed, sorry, are manufactured, for production. Now that may sound a bit daft, but when you move in to the next stage you have to productionize the designs, you have to ensure that the things will go together every time on the line. And that's a function of design, it's a function of manufacture, that when two pieces of metal come together, that they go together every time, five hours a day, ten hours a day, 28 days in a month, etc., etc.
And to that end we have to then implant into our suppliers, and our manufacturing people, the quality standards which will achieve that aim, our goals. So, our message spreads then from our designers into our manufacturers and our subcontractors who make the metalwork, who make the printed circuit boards, who assemble the printed circuit boards, etc., etc.
Quality's a very well-worn word and in this business, certainly in Arcam's business, it is an ongoing activity within the company, and it's called TQM, Total Quality Management, that we improve our qua1ity on a daily, weekly, monthly, yearly basis. So we never stop refining the process. Erm. ..we don't know when we're going to arrive there because we don't know what the ultimate quality is. I guess the ultimate quality is that we build a thousand units, we ship a thousand units, and we don't get any of them back, and they last for ten years. That I think is probably. ..you've arrived.
Engljsh for Busjness Studjes Second Edition@ Carnbridge University Press 2002


Find the words described below in the text:
1 a situation, way, or place where two things can come together and have an effect on each other
2 how good or bad something is
3 to fix an idea or image in someone's mind so that they cannot forget it
4 to make a copy of something
5 control over something
6 to make large quantities of goods, using machines
7 still happening, continuing to happen
8 to join other people somewhere to make a group, or to bring people together into a group