1 LCCI level 3.pdf

SERIES 1 EXAMINATION 2002

ENGLISH FOR BUSINESS

LEVEL 3

(Code No: 3041)

TUESDAY 12 MARCH

________

Instructions to Candidates

(a) The time allowed for this examination is 3 hours.

(b) Answer all 4 questions.

(d) All answers must be clearly and correctly numbered but need not be in numerical order.

(e) While formal accuracy is expected, adequate and appropriate communication is essential and

candidates must judge the length of their answers in this light.

(f) When you finish, check your work carefully.

(g) The use of standard English dictionaries and cordless non-programmable calculators is

permitted. Candidates whose first language is not English may use a bilingual dictionary.

________

QUESTION 1

Situation

You work for a clothing manufacturing company, Finest Fashions, in your area. A week ago, the sales

staff of the company held a meeting at a local hotel, the Hotel Excelsior Gardens. As part of the

organising team, you made notes on certain aspects of the hotel’s service which were not fully

satisfactory.

Your notes were as follows:

Refreshments on arrival – tea / coffee provided – we had to request water and soft drinks as

these were not provided.

Conference room – became quite warm – air conditioning a little noisy when switched on.

Restaurant very busy – not all staff could sit together at lunch.

(NB: Hotel staff very obliging – able to sort out problems as they arose)

Hotel car park – parts of it being resurfaced – reduced number of spaces for customers.

During the meeting, a member of the sales staff was taken ill. Fortunately, a hotel employee was

trained in first aid and was able to administer treatment until an ambulance arrived. Hospital staff

confirmed that the treatment given at the hotel could have helped to save the life of the person taken

ill.

You normally write to the hotels that your company uses to point out any problems that arise. Your

manager, Mr David Silverman, is aware of this and says to you:

“When you write to the hotel say how grateful we were for the prompt attention given to Diana Werner

when she was taken ill. The first aid treatment she was given was excellent and Diana is now making

a full recovery.

“I know you will have to point out the problems; the hotel itself expects this. But let the manager know

that generally the meeting went well”.

The manager of the hotel is Mr Leo Srnicek and the address is 48 Victory Square, Metroville.

Task

Write the letter to the hotel manager as requested. You can assume that the company’s headed

notepaper is used but you should use all other components of a business letter.

(25 marks)

QUESTION 2

Situation

You are employed by a company, Quanto Electrical Manufacturing, in your area. The company

satisfies all the current legal requirements concerning the protection of the environment and pollution

but the management is anxious that more could be done to ensure that the company is considered to

be “environmentally friendly”.

You have been asked to investigate this issue and produce a report with a view to Quanto Electrical

Manufacturing asking the International Safety Council (ISC) to carry out an environmental audit of the

company. You first investigated this organisation and your notes of this and other points of your

research appear below.

International Safety Council (ISC) – 5 star Environmental Audit System

This well respected international organisation will visit your company and carry out an audit of major

areas of your environmental operation. These are:

• Environmental management – the company’s strategic policies

• Waste management – how waste materials are recycled and re-used rather than thrown

away

• Pollution control – ensuring there are no harmful emissions, for example air or water

emissions, or that dangerous substances used are carefully controlled

• Energy management – ensuring the company is not using too much oil, gas or electricity, to

preserve the earth’s supply of fuels.

An auditor will visit your site and give an overall grading of between 0-5 stars depending on the

company’s performance in these areas.

You decide to visit each department in the factory to list the possible areas of improvement and then

produce a report making broad recommendations for improvements under the ISC headings. Your

notes are as follows:

MANAGEMENT DEPARTMENT: could look at broad issues and produce more of an overall plan –

could encourage all departments to be environmentally conscious – create a commitment by the

company and staff.

PRODUCTION DEPARTMENT: could use biodegradable oil in the compressors so any spillage can

be mopped up with soap and water. Could use more sophisticated filters on chimneys and air outlets

to remove pollution.

PACKAGING DEPARTMENT: could look at recycling surplus paper and cardboard (ie converting it

back to usable materials).

ADMINISTRATION DEPARTMENT: could consider recycling paper, investigate use of high energy

consumption machines (eg computers, printers, photocopiers etc) to ensure all use is necessary.

MAINTENANCE DEPARTMENT: could look at use of energy, eg replace bulbs with energy-efficient

ones, reduce heating costs by providing better building insulation etc. Re-use drainage water

(properly cleaned and processed) in the manufacturing process.

QUESTION 2 CONTINUED

You spoke to the Managing Director of Light-On, a similar company to yours, which has recently

gained 5 stars in the ISC Audit. He made these comments:

“We are often asked by our customers what our environmental policies are. It’s a great boost to our

image to say that we have a 5 star rating. And our environmental policy has actually saved us money,

particularly our waste and energy management systems. It has also boosted morale in the workforce

and prevented us from being fined or charged by the government. I cannot recommend an

environmentally friendly policy too highly.”

Task

Write the report as requested, for the Company Manager.

(25 marks)

QUESTION 3

Situation

You are employed by a multi-national manufacturing company that has branches all over the world.

The company requires a large amount of water as part of its industrial process and is concerned that

in future there could be problems with water supplies. You have been asked to carry out some

general research on worldwide usage before advising the company’s Director of Resources on the

issue of water supplies.

You have downloaded some information from various Internet sites, as follows:

From World Water Vision website.

Global Water Use (Km 3 in each year)

Agriculture

1,000

2,000

3,000

Year

1900

1950

2000

Industry 200 400 600 800 1,000

Year

1900

1950

2000

Domestic use

200 400 600 800 1,000

Year

1900

1950

2000

QUESTION 3 CONTINUED

Irrigated area of land

Millions of

hectares

300

World

200

Developing Countries

100

Developed countries

1960 1970 1980 1990 2000

Year

From International Water Suppliers’ website

It seems strange to talk of world water shortages when four-fifths of the planet is covered by water

and various land surfaces are regularly flooded. But we are facing a global shortage of suitable

water for agriculture, industry or domestic use, and latest estimates are that 40% of the world’s

population is suffering from inadequate supplies. For example, in the Middle East and North Africa,

5% of the world’s population has less than 1% of the world’s usable water resources at its disposal.

The main problem is, of course, that sea water with its substantial salt content is of little value.

Removing salt is possible (the process is called desalination and has been used in various forms for

thousands of years) but this is a very expensive process to be carried out on a large scale. And it is

of little help to land-locked drought-ridden areas such as parts of Central Africa.

Another irony is that there are many parts of the world with more water than can ever be used. For

example, Austria consumes less than 3% of its annual supply of 85 billion cubic metres per year and

has further hundreds of billions of cubic metres stockpiled in its 6,000 lakes.

Selling water across international borders is beset with problems. Countries are sensitive about

becoming dependent on imported water as they could be vulnerable to any political difficulties that

could occur. Some countries are suspicious about exporting water as they fear the effect the process

will have on their environment. Also, the population might not like the idea of “their” water going

elsewhere. But the biggest difficulty is the price of moving water. It has been shipped in large

tankers in the past, but this has its limitations. Governments do not like the idea of water becoming

as expensive as oil, having become used to water being supplied free of charge by nature.

Water has also been transported over land by means of canals and pipelines. Canals are

environmentally friendly but have their limitations because of geographical factors. Pipelines can go

through mountains and under the sea which canals cannot. Although laying pipelines can be

marginally less expensive than digging canals, neither of these systems is cheap and they are less

likely to be afforded by developing nations, who often need the water the most.

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