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Across
2. what workers are taught to say and do
4. technologies like robots
9. quick and easy
11. making sure workers and customers do exactly as they should
14. workers are trained to do only a few things
17. applying the principles of running a fast food restaurant to peoples'
lives
19. doing your own thing
Down
1. when quality counts
3. when the results are unexpected and unwanted
5. a large organisation controlled by rules
6. best
7. owners buy a license to use a company's name and methods
8. measuring the number and size of everything
9. the idea that big is better
10. knowing what to expect every time
12. the process of McDonaldisation
13. every product is the same
15. a business with a number of shops
16. doing things as quickly and cheaply as possible
18. being logical, following consistent rules
See Answers.
This material has been produced by UNITEC Institute of Technology
under contract to the Ministry of Education.
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