＜Elementary＞ Lesson No.5
Root Cause Analysis and Corrective Action Explanation for Quality Issues / 品質問題発生時の原因究明と対策説明
０．Greetings & Ice-break (2min.)｜挨拶と導入
0-1 Greetings
Let’s practice a short small talk that you can use to greet a business partner and start building a good relationship.
講師との挨拶を兼ねて、ビジネスパートナーと信頼関係を築くための短いスモールトークを練習してみましょう。
[Tips / 会話のヒント]
・Can you hear me clearly?
私の声はクリアに聞こえますか？
・How's your day going so far?
今日はどんな一日でしたか？
・Talk about one small topic (Work, Weather, News, Hometown, Sports event, etc.)
軽い話題について話しましょう（仕事、天気、ニュース、地元、スポーツイベントなど）
0-2 Introduction
In today’s lesson, we’ll learn about the following situation. Have you ever experienced something similar?
本日のレッスンでは以下のようなシチュエーションについて学びます。同様のシチュエーションを経験したことがありますか？
- If you have experience, please tell us what it was like, what was difficult, or what you learned.
経験があれば、どんな内容だったか、難しかったことや学んだことなどを教えて下さい。
- If you don’t have experience, try to imagine yourself handling that situation in English.
What do you think would be challenging?
経験がなければ、英語でその状況に対応しているところを想像してみましょう。どんなことが難しそうですか？
Situation / シチュエーション
A sales representative explains root cause analysis and corrective measures for quality issues in delivered heavy industrial equipment to overseas clients.
納入済み重工業設備の品質問題について、海外顧客に原因分析と改善策を説明し信頼回復を図る場面です。
1. Read (2 min)｜型を学ぶ
Let's read the following key sentences aloud!
下記の文章や単語を順番に音読しましょう！
1-1 Basic phrases
１．I sincerely apologize for...（...について心よりお詫び申し上げます）
２．We take full responsibility for...（...について全責任を負います）
３．Let me explain what happened and...（何が起きたのかと...を説明させてください）
４．We completed our investigation with...（...と共に調査を完了しました）
５．The root cause is...（根本原因は...です）
６．We will send our technical support team to...（技術サポートチームを...に派遣します）
７．We will cover all costs including...（...を含むすべての費用を負担します）
1-2 Essential words
１．apologize（お詫びする）
２．responsibility（責任）
３．explain（説明する）
４．resolve（解決する）
５．require（求める）
６．detect（検出する）
７．replace（交換する）
８．improve（改善する）
９．monitor（監視する）
１０．appreciate（評価する）
2. Try (3 min)｜ロールプレイ練習
Let’s practice the role-play.
ロールプレイの練習をしましょう！
Situation / シチュエーション（Reference again）
A sales representative explains root cause analysis and corrective measures for quality issues in delivered heavy industrial equipment to overseas clients.
納入済み重工業設備の品質問題について、海外顧客に原因分析と改善策を説明し信頼回復を図る場面です。
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for coming on such short notice. We've detected serious quality defects in the turbine units delivered last month. We need you to explain the root cause and provide a clear recovery plan immediately.
（急なご連絡にもかかわらずお越しいただきありがとうございます。先月納入されたタービンユニットに深刻な品質不良が検出されました。根本原因を説明し、直ちに明確な回復計画を提示していただく必要があります。）
🧑🎓【Student / Sales Manager】:
I sincerely apologize for the quality issues. We take full responsibility for this situation. Let me explain what happened and how we will resolve it.
（品質問題について心よりお詫び申し上げます。この状況について全責任を負います。何が起きたのか、そしてどのように解決するかを説明させてください。）
👨💼【Teacher / Quality Manager (Customer)】:
Please provide the details. Our production line has been stopped for 3 days. We require a complete explanation of what caused this defect.
（詳細を提示してください。当社の生産ラインは3日間停止しています。この不良の原因について完全な説明を求めます。）
🧑🎓【Student / Sales Manager】:
We completed our investigation with our technical team. The root cause is a material specification error in the heat-resistant coating process. First, the supplier changed the coating material without proper approval. Second, our quality check failed to detect this change. Third, the defective coating cannot handle temperatures above 800 degrees.
（技術部門と共に調査を完了しました。根本原因は耐熱コーティングプロセスにおける材料仕様エラーです。第一に、サプライヤーが適切な承認なしにコーティング材料を変更しました。第二に、当社の品質チェックがこの変更を検出できませんでした。第三に、不良コーティングは800度以上の温度に耐えられません。）
👨💼【Teacher / Quality Manager (Customer)】:
I understand the cause. However, we need immediate action. Could you explain your repair plan and timeline? We also require confirmation that this will not happen again.
（原因は理解しました。しかし、即座の対応が必要です。修理計画とスケジュールを説明していただけますか？また、これが再発しないことの確認も求めます。）
🧑🎓【Student / Sales Manager】:
We will send our technical support team to your site tomorrow. They will replace all defective coating parts within 5 working days. We will cover all costs including your production loss. For prevention, we will improve our supplier approval process and increase quality inspections from monthly to weekly.
（明日、技術サポートチームを貴社サイトに派遣します。5営業日以内にすべての不良コーティング部品を交換します。貴社の生産損失を含むすべての費用を負担します。予防策として、サプライヤー承認プロセスを改善し、品質検査を月次から週次に増やします。）
👨💼【Teacher / Quality Manager (Customer)】:
What about compensation for our production delay? We lost approximately 50000 USD due to this issue. We also need written confirmation of your prevention measures.
（生産遅延に対する補償はどうなりますか？この問題により約50000米ドルの損失が発生しました。また、予防措置についての書面による確認も必要です。）
🧑🎓【Student / Sales Manager】:
We will pay 50000 USD as compensation for your production loss. We will also provide a 10 percent discount on your next order. Regarding documentation, I will send you a detailed prevention plan report by the end of this week. This risk should not happen again with our improved system.
（生産損失の補償として50000米ドルをお支払いします。また、次回注文時に10パーセントの割引を提供します。文書に関しては、今週末までに詳細な予防計画レポートをお送りします。改善されたシステムにより、このリスクは再発しないはずです。）
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for the clear explanation and quick response. We appreciate your commitment to resolving this issue. Please make sure your team arrives tomorrow as scheduled. We will closely monitor the repair progress and review your prevention plan carefully.
（明確な説明と迅速な対応に感謝します。この問題を解決するというお約束を評価します。チームが予定通り明日到着するよう確実にしてください。修理の進捗を注意深く監視し、予防計画を慎重に検討します。）
3. Use (4 min)｜ロールプレイ & 実践（空欄補完）
Let's perform the role-play and fill in the blanks by translating the Japanese into English!
空欄の日本語を英語に訳しながら、ロールプレイを実践してみましょう！
Situation / シチュエーション（Reference again）
A sales representative explains root cause analysis and corrective measures for quality issues in delivered heavy industrial equipment to overseas clients.
納入済み重工業設備の品質問題について、海外顧客に原因分析と改善策を説明し信頼回復を図る場面です。
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for coming on such short notice. We've detected serious quality defects in the turbine units delivered last month. We need you to explain the root cause and provide a clear recovery plan immediately.
🧑🎓【Student / Sales Manager】:
I sincerely ［お詫びする］ for the quality issues. We take full ［責任］ for this situation. Let me ［説明する］ what happened and how we will ［解決する］ it.
👨💼【Teacher / Quality Manager (Customer)】:
Please provide the details. Our production line has been stopped for 3 days. We require a complete explanation of what caused this defect.
🧑🎓【Student / Sales Manager】:
We completed our investigation with our technical team. The root cause is a material specification error in the heat-resistant coating process. First, the supplier changed the coating material without proper approval. Second, our quality check failed to ［検出する］ this change. Third, the defective coating cannot handle temperatures above 800 degrees.
👨💼【Teacher / Quality Manager (Customer)】:
I understand the cause. However, we need immediate action. Could you explain your repair plan and timeline? We also require confirmation that this will not happen again.
🧑🎓【Student / Sales Manager】:
We will send our technical support team to your site tomorrow. They will ［交換する］ all defective coating parts within 5 working days. We will cover all costs including your production loss. For prevention, we will ［改善する］ our supplier approval process and increase quality inspections from monthly to weekly.
👨💼【Teacher / Quality Manager (Customer)】:
What about compensation for our production delay? We lost approximately 50000 USD due to this issue. We also need written confirmation of your prevention measures.
🧑🎓【Student / Sales Manager】:
We will pay 50000 USD as compensation for your production loss. We will also provide a 10 percent discount on your next order. Regarding documentation, I will send you a detailed prevention plan report by the end of this week. This risk should not happen again with our ［改善する］d system.
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for the clear explanation and quick response. We appreciate your commitment to resolving this issue. Please make sure your team arrives tomorrow as scheduled. We will closely monitor the repair progress and review your prevention plan carefully.
4. Challenge (7 min)｜応用実践
Let's perform the role-play and fill in the blanks by translating the Japanese into English!
空欄の日本語を英語に訳しながら、ロールプレイを実践してみましょう！
*Let's practice this part repeatedly until we can speak it smoothly.
このパートはスムーズにスピーキングできるようになるまで繰り返し練習しましょう。
Situation / シチュエーション（Reference again）
A sales representative explains root cause analysis and corrective measures for quality issues in delivered heavy industrial equipment to overseas clients.
納入済み重工業設備の品質問題について、海外顧客に原因分析と改善策を説明し信頼回復を図る場面です。
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for coming on such short notice. We've detected serious quality defects in the turbine units delivered last month. We need you to explain the root cause and provide a clear recovery plan immediately.
🧑🎓【Student / Sales Manager】:
［品質問題について心よりお詫び申し上げます。］ ［この状況について全責任を負います。］ ［何が起きたのか、そしてどのように解決するかを説明させてください。］
👨💼【Teacher / Quality Manager (Customer)】:
Please provide the details. Our production line has been stopped for 3 days. We require a complete explanation of what caused this defect.
🧑🎓【Student / Sales Manager】:
［技術部門と共に調査を完了しました。］ The root cause is a material specification error in the heat-resistant coating process. First, the supplier changed the coating material without proper approval. Second, our quality check failed to detect this change. Third, the defective coating cannot handle temperatures above 800 degrees.
👨💼【Teacher / Quality Manager (Customer)】:
I understand the cause. However, we need immediate action. Could you explain your repair plan and timeline? We also require confirmation that this will not happen again.
🧑🎓【Student / Sales Manager】:
We will send our technical support team to your site tomorrow. They will replace all defective coating parts within 5 working days. We will cover all costs including your production loss. For prevention, we will improve our supplier approval process and increase quality inspections from monthly to weekly.
👨💼【Teacher / Quality Manager (Customer)】:
What about compensation for our production delay? We lost approximately 50000 USD due to this issue. We also need written confirmation of your prevention measures.
🧑🎓【Student / Sales Manager】:
We will pay 50000 USD as compensation for your production loss. We will also provide a 10 percent discount on your next order. Regarding documentation, I will send you a detailed prevention plan report by the end of this week. This risk should not happen again with our improved system.
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for the clear explanation and quick response. We appreciate your commitment to resolving this issue. Please make sure your team arrives tomorrow as scheduled. We will closely monitor the repair progress and review your prevention plan carefully.
\ If you have some extra capacity, give it a try（余力があればやってみましょう）/
5. Real-world application (5 min)｜実務応用
Let's speak freely with the phrases and flow we learned today. If you can, imagine your real job—it makes practice more effective.
本日学習した単語やフレーズ、会話の流れを思い出しながら、自由に話してみましょう。可能であれば、自身の実務を想像しながら話すと効果的です。
Situation / シチュエーション
A serious quality defect has been detected in heavy industrial equipment already delivered to an overseas customer.
The customer demands a detailed explanation of the quality issue and improvement measures.
納入済みの重工業設備に深刻な品質不良が検出されました。
顧客は品質問題の詳細説明と改善策を要求しています。
👨💼【Teacher / Quality Manager (Customer)】:
We need you to explain the defect cause and your action plan. Please provide the details now.
（不良の原因と対応計画を説明していただく必要があります。今すぐ詳細を提示してください。）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１．Apologize and take responsibility（謝罪し責任を負う）
２．Explain the root cause clearly（根本原因を明確に説明する）
３．Present the repair plan and timeline（修理計画とスケジュールを提示する）
４．Describe prevention measures（予防措置を述べる）
※This is not a role-play. Please speak until you finish your thoughts.
このパートはロールプレイ形式ではありません。最後まで通して話してみましょう。
6. Wrap-up (2 min) ｜レッスンの振り返り
Let's review today's lesson with your teacher!
今日のレッスンについて講師と振り返ってみましょう！
6-1 Comments from student
・Good points / 良かったところ・上手くできたところ
・Things to work on / 今後強化したいところ
6-2 Feedback from teacher
・Good points / 良かった点
・Things to work on / 今後の強化ポイント
・What to review / 復習ポイント
*6-3 Questions from student (if any)
Japanese translation（日本語訳）
1. Read (2min)（型を学ぶ）｜基本フレーズ
2. Try (4min)（ロールプレイ練習）｜型を使った練習
Let’s practice the role-play.
ロールプレイの練習をしましょう！
3. Use (7min)｜応用
Let’s perform the role-play and filling in the missing English!
英語を補完しながら、ロールプレイを実践してみましょう！
4. Challenge (7min)｜実践
Let’s perform the role-play and filling in the missing English!
英語を補完しながら、ロールプレイを実践してみましょう！
5. Wrap-up (3min) – レッスンの振り返り
"Let’s review today’s lesson with your teacher!”
「今日のレッスンについて講師と振り返ってみましょう！」
5-1. Comments from Student
- Good points / 良かったところ・上手くできたところ
- Things to work on / 今後強化したいところ
5-2. Feedback from Teacher
- Good points / 良かった点
- Things to work on / 今後の強化ポイント
- What to review / 復習ポイント
5-3. Question from Students (If any)