Disscuss A Project On Service Design托福聽力原文翻譯及問題答案

Disscuss A Project On Service Design托福聽力原文翻譯及問題答案

一、Disscuss A Project On Service Design托福聽力原文：

NARRATOR:Listen to a conversation between a student and a business professor.

MALE STUDENT:Thanks for seeing me,Professor Jackson.

FEMALE PROFESSOR:Sure,Tom.What can I do for you?

MALE STUDENT:I'm gonna do my term project on service design,uh,what you see as a customer…the physical layout of the building,the parking lot.And I thought I'd focus on various kinds of eateries…restaurants,coffee shops,cafeterias,so I'd also analyze where you order your food,where you eat,and so on.

FEMALE PROFESSOR:Wait,I thought you were going to come up with a hypothetical business plan for an amusement park?Isn’t that what you e-mailed me last week?I could've sworn….Oh!I'm thinking of a Tom from another class.Tom Benson.Sorry,sorry.

MALE STUDENT:No problem.I did e-mail you my idea too,though….

FEMALE PROFESSOR:Oh,that's right.I remember now.Restaurants…yeah…

MALE STUDENT:So,here's my question.I read something about service standard that kinda confused me.What’s the difference between service design and service standard?

FEMALE PROFESSOR:Service standard refers to what a company…employees…are ideally supposed to do in order for everything to operate smoothly.The protocols to be followed.

MALE STUDENT:Oh,OK.

FEMALE PROFESSOR:Um,so backing up…Service design is…uh,think of the cafeteria here on campus.There are several food counters,right?All with big,clear signs to help you find what you're looking for—soups,salads,desserts—so you know exactly where to go to get what you need.And when you're finished picking up your food,where do you go?

MALE STUDENT:To the cash registers.

FEMALE PROFESSOR:And where are they?

MALE STUDENT:Um,right before you get to the seating area.

FEMALE PROFESSOR:Exactly.A place that you would logically move to next.

MALE STUDENT:You know,not every place is like that.This past weekend was my friend's birthday,and I went to a bakery in town,to pick up a cake for her party.And the layout of the place was weird:People were all in each other's way,standing in the wrong lines to pay,to place orders….Oh!And another thing?I heard this bakery makes really good apple pie,so I wanted to buy a slice of it,too.

FEMALE PROFESSOR:OK.

MALE STUDENT:There was a little label that said“apple pie,”where it's supposed to be,but there wasn’t any left.

FEMALE PROFESSOR:And that's what's called a service gap.Maybe there wasn't enough training for the employees,or maybe they just ran out of pie that day.But something's wrong with the process,and the service standard wasn’t being met.

MALE STUDENT:OK,I think I get it.Anyway,since part of the requirements for the term project is to visit an actual place of business,do you think I could use our cafeteria?They seem to have a lot of the things I'm looking for.

FEMALE PROFESSOR:Well,campus businesses like the cafeteria or bookstore don't quite follow the kinds of service models we're studying in class.You should go to some other,local establishment,I'd say.

MALE STUDENT:I see.

FEMALE PROFESSOR:But just call the manager ahead of time so they aren't surprised.

二、Disscuss A Project On Service Design托福聽力中文翻譯：

旁白：聽一個學(xué)生和一個商業(yè)教授之間的對話。

男學(xué)生：謝謝你見到我，杰克遜教授。

女教授：當(dāng)然，湯姆。我能為你做些什么？

男學(xué)生：我要做一個關(guān)于服務(wù)設(shè)計的學(xué)期專題，呃，你作為客戶所看到的……建筑的物理布局，停車場。我想我會關(guān)注各種各樣的餐館……餐館、咖啡館、自助餐廳，所以我也會分析你在哪里點食物，在哪里吃，等等。

女教授：等等，我以為你會提出一個假設(shè)的游樂園商業(yè)計劃？這不是你上周給我發(fā)的郵件嗎？我可以發(fā)誓…。哦我在想另一個班的湯姆。湯姆·本森。對不起，對不起。

男學(xué)生：沒問題。不過，我也把我的想法發(fā)電子郵件給你了…。

女教授：哦，沒錯。我現(xiàn)在想起來了。餐館…是的…

男學(xué)生：那么，這是我的問題。我讀到一些關(guān)于服務(wù)標(biāo)準(zhǔn)的東西，這讓我有點困惑。服務(wù)設(shè)計和服務(wù)標(biāo)準(zhǔn)有什么區(qū)別？

女教授：服務(wù)標(biāo)準(zhǔn)是指一家公司……員工……為了一切順利運轉(zhuǎn)，理想情況下應(yīng)該做什么。要遵循的協(xié)議。

男學(xué)生：哦，好的。

女教授：嗯，那么備份……服務(wù)設(shè)計就是……嗯，想想校園里的自助餐廳。有幾個食品柜臺，對嗎？所有這些都有大而清晰的標(biāo)志，幫助你找到你想要的湯、沙拉、甜點，這樣你就可以確切地知道去哪里買你需要的東西。當(dāng)你收拾完食物后，你會去哪里？

男學(xué)生：去收銀臺。

女教授：他們在哪里？

男學(xué)生：嗯，就在你到達(dá)座位區(qū)之前。

女教授：沒錯。一個你會順理成章地搬到下一個地方的地方。

男學(xué)生：你知道，不是每個地方都是這樣的。上個周末是我朋友的生日，我去鎮(zhèn)上的一家面包店為她的派對買了一塊蛋糕。而且這個地方的布局很奇怪：人們都擋著彼此的路，站在錯誤的隊伍里付款，下訂單…。哦還有一件事？我聽說這家面包店做的蘋果派很好吃，所以我也想買一片。

女教授：好的。

男學(xué)生：有一個小標(biāo)簽，上面寫著“蘋果派”，它應(yīng)該在哪里，但已經(jīng)沒有了。

女教授：這就是所謂的服務(wù)差距。也許員工們沒有得到足夠的培訓(xùn)，或者他們那天的餡餅用完了。但是流程有問題，服務(wù)標(biāo)準(zhǔn)沒有達(dá)到。

男學(xué)生：好的，我想我明白了。無論如何，由于學(xué)期項目的部分要求是參觀實際的營業(yè)場所，你認(rèn)為我可以使用我們的自助餐廳嗎？他們似乎有很多我想要的東西。

女教授：嗯，像自助餐廳或書店這樣的校園企業(yè)并不完全遵循我們在課堂上學(xué)習(xí)的服務(wù)模式。我想你應(yīng)該去其他地方的機構(gòu)。

男學(xué)生：我明白了。

女教授：但只要提前給經(jīng)理打電話，他們就不會感到驚訝了。

三、Disscuss A Project On Service Design托福聽力問題：

Q1:1.Why does the student go to see the professor?

A.To find out all the requirements for a project

B.To discuss a service gap at a restaurant

C.To get help understanding concepts relevant to his project

D.To get help with designing a business plan

Q2:2.Why does the professor mention a student in another class?

A.To describe an interesting topic for a project

B.To explain the cause of her initial confusion

C.To point out that she has not received e-mails from all her students yet

D.To indicate that she has several students doing projects about restaurants

Q3:3.Why does the professor talk about the cafeteria on campus?

A.To give an example of an effective service design

B.To illustrate how service standards can inform service design

C.To help the man understand a service problem

D.To illustrate the concept of a service gap

Q4:4.What do the speakers imply about the bakery the student went to recently?[Click on 2 answers.]

A.The apple pie he bought there was not as good as it usually is.

B.The bakery's service design was inefficient.

C.The bakery needs additional employees to fix a service gap.

D.The bakery did not meet a service standard.

Q5:5.What does the professor say the student should do for his project?

A.Compare an on-campus service model with an off-campus one

B.Interview the service manager and employees at the cafeteria

C.Recommend service improvements at the cafeteria and the bookstore

D.Analyze the service design of a nearby restaurant

四、Disscuss A Project On Service Design托福聽力答案：

A1:正確答案：C

A2:正確答案：B

A3:正確答案：A

A4:正確答案：BD

A5:正確答案：D

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