Disscuss A Project On Service Design托福听力原文翻译及问题答案

Disscuss A Project On Service Design托福听力原文翻译及问题答案

一、Disscuss A Project On Service Design托福听力原文：

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托福听力中文翻译：

旁白：听一个学生和一个商业教授之间的对话。

男学生：谢谢你见到我，杰克逊教授。

女教授：当然，汤姆。我能为你做些什么？

男学生：我要做一个关于服务设计的学期专题，呃，你作为客户所看到的……建筑的物理布局，停车场。我想我会关注各种各样的餐馆……餐馆、咖啡馆、自助餐厅，所以我也会分析你在哪里点食物，在哪里吃，等等。

女教授：等等，我以为你会提出一个假设的游乐园商业计划？这不是你上周给我发的邮件吗？我可以发誓…。哦我在想另一个班的汤姆。汤姆·本森。对不起，对不起。

男学生：没问题。不过，我也把我的想法发电子邮件给你了…。

女教授：哦，没错。我现在想起来了。餐馆…是的…

男学生：那么，这是我的问题。我读到一些关于服务标准的东西，这让我有点困惑。服务设计和服务标准有什么区别？

女教授：服务标准是指一家公司……员工……为了一切顺利运转，理想情况下应该做什么。要遵循的协议。

男学生：哦，好的。

女教授：嗯，那么备份……服务设计就是……嗯，想想校园里的自助餐厅。有几个食品柜台，对吗？所有这些都有大而清晰的标志，帮助你找到你想要的汤、沙拉、甜点，这样你就可以确切地知道去哪里买你需要的东西。当你收拾完食物后，你会去哪里？

男学生：去收银台。

女教授：他们在哪里？

男学生：嗯，就在你到达座位区之前。

女教授：没错。一个你会顺理成章地搬到下一个地方的地方。

男学生：你知道，不是每个地方都是这样的。上个周末是我朋友的生日，我去镇上的一家面包店为她的派对买了一块蛋糕。而且这个地方的布局很奇怪：人们都挡着彼此的路，站在错误的队伍里付款，下订单…。哦还有一件事？我听说这家面包店做的苹果派很好吃，所以我也想买一片。

女教授：好的。

男学生：有一个小标签，上面写着“苹果派”，它应该在哪里，但已经没有了。

女教授：这就是所谓的服务差距。也许员工们没有得到足够的培训，或者他们那天的馅饼用完了。但是流程有问题，服务标准没有达到。

男学生：好的，我想我明白了。无论如何，由于学期项目的部分要求是参观实际的营业场所，你认为我可以使用我们的自助餐厅吗？他们似乎有很多我想要的东西。

女教授：嗯，像自助餐厅或书店这样的校园企业并不完全遵循我们在课堂上学习的服务模式。我想你应该去其他地方的机构。

男学生：我明白了。

女教授：但只要提前给经理打电话，他们就不会感到惊讶了。

三、Disscuss A Project On Service Design托福听力问题：

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托福听力答案：

A1:正确答案：C

A2:正确答案：B

A3:正确答案：A

A4:正确答案：BD

A5:正确答案：D