You're listening to Business English Pod, the Business English podcast for professionals on the move.
Hello and welcome back to Business English Pod.
My name's Edwin and I'll be your host for today's lesson on conducting a factory inspection.
In the global economy.
A company might have its headquarters in Germany but outsource production to China and technical support to India.
Or you might find a Korean company that contracts out to one factory in Malaysia and another in Vietnam.
In any case, to make the right decision on production facilities, you'll most likely need to conduct a factory inspection.
So if you're flying halfway around the world to tour a factory or another facility, what kind of questions should you ask?
And how can you make sure the factory is the right fit for your needs?
Well, you'll definitely want to ask questions about quality control to make sure the factory can meet your expectations.
You might also ask about production capacity, so you know they can handle the work properly.
And you might ask about their approach to standards to make sure they're in line with your values.
Of course, talk is cheap.
You might find a factory manager makes claims that are a bit unbelievable.
In these situations, you'll want to show skepticism or doubt and ask for evidence.
This is all part of the due diligence necessary to make sure you're making the right choice.
In today's dialogue, we'll hear Cam and Vanessa, who work for an American clothing company.
They want to find a new production facility, so they're touring a factory in China.
You'll also hear Chen, a factory manager, who's giving Cam and Vanessa a tour of the facility.
Cam and Vanessa want to find out if Shen's factory is a good fit for their company.
As you listen to the dialogue, try to answer the following questions.
One, how does Vanessa react to Chen's claim that they have a 0.25% defect rate?
Two, what important issue does Cam say their company is very serious about?
Three, what kind of proof does Vanessa want to see of the factory manager's training?
Alright.
As you can see, we're using a cell configuration here, which is really great for handling customizations.
Anything you require is possible.
I see.
And are you running in-process QC throughout?
Yes, of course.
I can show you the reports later if you like.
That'd be great.
And you have dedicated QC staff on this, throughout the factory?
Oh, yes.
We have four full-time QA associates on staff.
So you've got a good idea of your defect rate?
Yes.
It's currently running about 0.25%.
0.25%?
That is low.
In fact, I've never heard of a rate that low.
You're sure that's the figure?
Yes.
We've worked very hard to get there.
It's all in the reports, which I'll be glad to show you.
Yes, we'll definitely have a look.
Now looking at cells like this what kind of lead time is there to get new production up and running?
Well, lead time is usually about two weeks, depending on the product, of course.
As many as four if there is significant new equipment involved.
Please have a seat.
You're sure you don't want tea?
No, thank you.
I think we're okay.
Now, let's talk about environmental health and safety.
It's something we're very serious about.
What can we expect from you guys in this area?
More than fully compliant, I assure you.
We take this very seriously.
As you do.
In fact, three of our managers have attended the EHS Academy in Guangzhou.
Is that right?
Perhaps we could see certificates or something else to back that up?
Of course.
I'd be happy to show you.
And I can walk you through our waste treatment process if you like.
I think you'll be impressed.
Now let's go through the dialog again and look at the language and techniques Cam and Vanessa used during their inspection of the factory.
All right.
As you can see, we're using a cell configuration here, which is really great for handling customizations.
Anything you require is possible.
I see.
And are you running in-process QC throughout?
Chan is showing Cam and Vanessa around the factory and pointing out different aspects of their operation.
But there is one aspect that Cam is especially interested in, quality control, or QC, as he says.
Quality control is one of the most important topics to ask about during a factory inspection.
A manager might point out how wonderful their operations are, but they're only really wonderful if they turn out quality products.
You need to know that the factory can meet your expectations.
In this conversation, Cam is particularly curious about in-process QC, which is quality control done during the manufacturing process rather than just at the end.
What are some other important aspects of quality control that we might ask about?
Let's practice with a few more examples.
So, do you perform the final quality inspection before or after packing?
Could you tell me how QC results are recorded and posted?
Exactly how do you communicate quality requirements to your suppliers?
Tell me, what percentage of products are checked at final QC?
Now, let's get back to the dialogue as they continue discussing quality.
Yes, of course.
I can show you the reports later if you like.
That'd be great.
And you have dedicated QC staff on this, throughout the factory?
Oh yes.
We have four full-time QA associates on staff.
So, you've got a good idea of your defect rate.
As Vanessa demonstrates, quality is a topic you might want to ask a few questions about, and you can't always just take a manager's word for it.
Everyone will say they have quality control.
Instead, you need to ask for specifics.
For example, Vanessa asks about dedicated QC staff, which a good factory will have.
And Cam asks about the defect rate, which is the percentage of products that are defective or faulty.
Let's hear Chen's response.
Yes, it's currently running about 0.25%.
0.25%?
That is low.
In fact, I've never heard of a rate that low.
You're sure that's the figure?
Chen claims that their defect rate is 0.25%, which is an extremely low number.
It's so low, in fact, that Vanessa is skeptical about whether it's actually true.
Once again, you shouldn't take everything a factory operator says at face value.
You need to question them and actually show your skepticism.
If they're being truthful, they should be able to provide proof.
What are some other ways you can show skepticism about a claim?
Let's run through a few more examples.
As you will see, we often show skepticism by repeating someone's claim with question intonation.
Or we ask them whether they're sure about their claim.
You've never had a complaint?
I find that rather hard to believe.
Are you absolutely sure that nobody works over 44 hours a week?
Two dollars per unit?
That is almost too cheap to be true.
You're honestly telling me that you haven't had an equipment breakdown in two years?
So, how does Chen respond to Vanessa's skepticism?
Yes, we've worked very hard to get there.
It's all in the reports, which I'll be glad to show you.
Yes, we'll definitely have a look.
Now looking at cells like this what kind of lead time is there to get new production up and running?
It's a good sign that Chen is willing to provide reports that show their quality control results.
And Cam is certainly keen to have a look at them later.
For now however, Cam wants to ask about another important topic on a factory tour production capacity.
Production capacity is about how the factory organizes its production and how much it can produce.
You need a factory that can handle the volume that you require, and you also want a factory that can organize the work efficiently.
Cam is curious about the lead time to get new production up and running.
In other words, he wants to know how much time the factory needs to prepare to start production on new goods.
There are several other direct questions you might want to ask about production capacity.
Let's try a few more examples.
How do you organize all your pre-production inventory?
About how much downtime does one of these lines experience each week?
How many units are you turning out each day on average?
So, let's hear Chen's response to the question about production capacity.
Then we'll skip ahead in their conversation as they sit down in the office to discuss some other important matters.
Well, lead time is usually about two weeks, depending on the product, of course.
As many as four if there is significant new equipment involved.
Please have a seat.
You're sure you don't want tea?
No, thank you.
I think we're okay.
Now, let's talk about environmental health and safety.
It's something we're very serious about.
What can we expect from you guys in this area?
As we heard.
Another important issue that you'll want to ask about is a factory's approach to standards.
Cam is interested about environmental health and safety.
That is, he wants to know if the factory has measures in place to ensure that employees are healthy and safe.
As Cam says, his company is very serious about health and safety.
And when you're looking for a factory or when you outsource service, you want to make sure that you choose someone with the same values or concerns for people.
We all know what happens when a company chooses a factory that doesn't take standards seriously.
Reputations are hard to build, but easily damaged.
Besides health and safety, there are several other types of standards you might want to ask about.
Let's practice a few more examples.
Could you tell me about working hours and overtime maximums?
Are you fully compliant with the latest environmental regulations?
Does CHAM provide a satisfactory answer to this question about standards?
More than fully compliant, I assure you.
We take this very seriously.
As you do.
In fact, three of our managers have attended the EHS Academy in Guangzhou.
Is that right?
Perhaps we could see certificates or something else to back that up?
Well, Chen sounds pretty confident that they are fully compliant or in line with standards.
But you'll want to make sure that what people say is actually true.
And to do that, you'll want some evidence.
In this case Chen has boasted that three managers have attended an environmental health and safety academy.
You'll notice that Vanessa sounds rather skeptical when she says, is that right?
And she has to see some certificates or something else to prove that Chen's claim is true.
Asking for evidence is an important part of the due diligence you need to do to find the right factory.
What are some other ways of asking for evidence to back up a claim?
Let's run through a few more examples.
We'd like to see some supporting documentation for that.
Could we see the actual certificates of compliance?
Well, if we could have a look at the employee lists, that would be great.
Perhaps you could show us the numbers so we can see for ourselves.
So is Chen able to provide evidence to support her claims?
Of course.
I'd be happy to show you.
And I can walk you through our waste treatment process if you like.
I think you'll be impressed.
Well, Chen certainly sounds eager to provide proof to support her claims.
And she even offers to walk them through or give them a tour of their waste treatment process.
Vanessa and Cam have done a great job of asking some direct and pointed questions about important issues like quality control, production capacity and standards.
And they haven't blindly accepted Chen's claims in these areas.
Instead, they've shown skepticism and asked for evidence so they can be sure the factory fits their company's needs and values.
Now let's practice some of the language we learned in today's lesson.
Imagine you work for a toy company that is looking for a new manufacturing plant.
You're touring a potential factory.
You'll hear a cue by a factory manager.
Then I'll give you a suggestion for what you can say.
We'll guide you through each step in the practice and provide an example answer for each response.
Ready?
Let's give it a go.
And over here, you will see our people doing final quality checks.
Start by asking how many people they have doing quality control work.
Answer.
I see.
And how many people do you have doing quality control work?
We have six people on each floor, so 24 total.
Next, show skepticism by saying that six people on each floor is a lot.
Answer.
Really?
Six people on each floor sure seems like a lot.
Yes, well quality is the most important thing to us here.
Now change the topic to production and ask if they are operating at full capacity.
Answer.
I see.
And are you currently running at full capacity?
No, we can add two more shifts per day on one floor.
Now respond and ask about the factory's approach to working hours.
Answer.
Okay, two more shifts.
And what's your approach to employees' working hours?
We follow all laws concerning working hours and overtime.
Finally, ask for some evidence to support this claim.
Answer.
Okay, perhaps you could show us something to support that.
Now let's practice some of the vocabulary we've covered in this lesson.
In a moment, you'll hear a series of sentences with a word replaced with a beep.
Repeat each sentence including the missing word.
For example, if you hear, I assure you we are fully with health and safety codes.
You can say, I assure you we are fully compliant with health and safety codes.
After each response, we'll provide the correct answer.
Let's begin.
We have six designers on and hope to hire three more.
Answer We have six designers on staff and hope to hire three more.
With such good quality control, you must have a very low defect rate.
Answer.
With such good quality control, you must have a very low defect rate.
We're going to need about three weeks of lead before starting the project.
Answer.
We're going to need about three weeks of lead time before starting the project.
Our new factory should be up and by the end of October.
Answer.
Our new factory should be up and running by the end of October.
We've reached the end of this lesson, the fourth in our series on taking an overseas business trip.
The focus today was on conducting a factory inspection.
We've learned how to ask about quality control, show skepticism, and ask about production capacity.
We've also looked at how to ask about an approach to standards and to ask for evidence to back up a claim.
Thanks for listening, and see you again soon.
