Các phương tiện siêu diễn ngôn trong các bài giảng chuyên ngành bằng tiếng anh của các giảng viên người việt và nước ngoài

125 trang/1 bìa NGUYEN DAC QUYNH ANH v MA THESIS ENGLISH LANGUAGE v THƯA THIÊN HUÊ, 2022 HUE UNIVERSITY UNIVERSITY OF FOREIGNLANGUAGES AND INTERNATIONAL STUDIES - NGUYEN DAC QUYNH ANH METADISCURSIVE DEVICES IN EMI LECTURES CONDUCTED BY VIETNAMESE AND NON-VIETNAMESE LECTURERS MA THESIS ENGLISH LANGUAGE In partial fulfillment of the requirements for the degree of Master of Arts, University of Foreign Languages and International Studies, Hue University HUE UNIVERSITY i ii UNIVERSITY OF FOREIGNLANGUAGES AND INTERNATIONAL STUDIES - NGUYEN DAC QUYNH ANH METADISCURSIVE DEVICES IN EMI LECTURES CONDUCTED BY VIETNAMESE AND NONVIETNAMESE LECTURERS MA THESIS ENGLISH LANGUAGE CODE: 8220201 SUPERVISOR: NGO LE HOANG PHUONG PH.D THUA THIEN HUE, 2022 iii ĐẠI HỌC HUẾ TRƯỜNG ĐẠI HỌC NGOẠI NGỮ - NGUYỄN ĐẮC QUỲNH ANH CÁC PHƯƠNG TIỆN SIÊU DIỄN NGÔN TRONG CÁC BÀI GIẢNG CHUYÊN NGÀNH BẰNG TIẾNG ANH CỦA CÁC GIẢNG VIÊN NGƯỜI VIỆT VÀ NƯỚC NGỒI LUẬN VĂN THẠC SĨ NGƠN NGỮ ANH MÃ SỐ: 8220201 NGƯỜI HƯỚNG DẪN KHOA HỌC: TS NGÔ LÊ HOÀNG PHƯƠNG THỪA THIÊN HUẾ, 2022 i STATEMENT OF ORIGINAL AUTHORSHIP The work contained in this thesis has not been previously submitted for a degree in any university I certify that, to the best of my knowledge and belief, my thesis contains no material previously published or written by another person except where due reference is made in the thesis itself Signed: Nguyễn Đắc Quỳnh Anh Date: 09/ 11/ 2022 ii ABSTRACT Universities worldwide are rapidly embracing English-medium instruction (EMI) in the age of globalisation and internationalisation for its various benefits Different aspects of EMI implementation have been studied, yet linguistic features of EMI lectures are still under researched, especially in the context of Vietnam Against this backdrop, the current study examined metadiscursive devices (MDs) in EMI lectures conducted by two Vietnamese and one non-Vietnamese lecturers at two notable universities in Vietnam, using the taxonomy developed by Dafouz & Perucha (2010) Similarities and differences in their use of MDs are underlined in the study It was found that they both employed MDs in three different phases in their EMI classes, including: Discourse structuring, Interaction and Conclusion phases However, EMI lectures delivered by non-Vietnamese lecturers contained more discourse structuring MDs and a large number of interactional MDs The findings imply the importance of MDs in EMI academic lectures to enhance the effectiveness of content transmission and support students' comprehension, hence may contribute significantly to the development of EMI teacher training programmes iii ACKNOWLEDGEMENTS This Master of Arts thesis is a challenging venture for me, who still find researching something new and demanding Completing this thesis, honestly, is something that I did not assume I could two months ago People often say your inner strength will help you succeed, but for me, at least, to complete this paper, it is wholly dedicated to many precious people in my life First and foremost, I would like to express my most profound appreciation to my supervisor, Dr Ngo Le Hoang Phuong She is one of the most dedicated lecturers I have had the chance to work with Thanks for encouraging me, spending hours reading, and giving me insightful comments to complete this thesis Her patience, kindness, and intelligence helped me overcome various challenges during the process Without her support and guidance, this MA thesis would not have been completed Besides, I would like to extend my sincere thanks to lecturers at two prestigious universities in Danang, who allowed me to observe and record their lectures Without this precious data, my thesis would have been far from completion Thanks should also go to other lecturers and colleagues at Duy Tan University, who have been of great help and support Dr Nguyen Gia Nhu, Dr Tran Thi Minh Giang, and Dr Anand Nayyar, thanks so much for being so supportive and helpful I also appreciate the support from Ms Dan Ngoc, Ms Kim Cuc, and Bao Khuyen I am so fortunate that I can meet and work with you I would be remiss in not mentioning my dear classmates Lien Huong, Thuy Minh, My Ngoc, Quynh Phuong, and other English language MA class members If it were not for your encouragement, I would give up on this thesis a few months ago I cannot remember how many times you helped me print and submit the assignments in the last two years because I iv have been away from Hue Without your generosity and patience, I could not have finished my MA course Lastly, I would like to mention my family My dear parents and little sister, with their unconditional love and support, have motivated me and given me the strength to overcome all difficulties I encountered at the age of 25 Completing a Master of Arts thesis is an arduous experience, but it is completely worth it because it helps me realise how loved and lucky I am With all these people's tenderness and support, I believe I could explore more and perfect myself in my chosen journey Hue and Danang, November 9th, 2022 v List of Tables Table 2.1: Hyland's taxonomy (2005) 13 Table 2.2: Crismore's taxonomy (1983) 14 Table 2.3: Kopple’s taxonomy (1985) 14 Table 2.4: Phase analysis and its relation to metadiscourse categories and functions (Dafouz & Perucha, 2010) 16 Table 3.1 Lectures' information 27 Table Phase analysis and its relation to metadiscourse categories and functions (Dafouz & Perucha, 2010) 30 Table Number of metadiscursive devices used by three lecturers 32 Table Metadiscursive devices in Discourse structuring phase 33 Table Metadiscursive devices in Interaction phase 46 Table 4 Metadiscursive devices in Conclusion phase 58 vi List of Abbreviations STT Abbreviations Full forms C Conclusion C-C Conclusion - Closing markers C-P Conclusion - Prospective markers C-R Conclusion - Recapitulation markers C-RT Conclusion - Retrospective markers DS Discourse structuring phase DS-O Discourse structuring - Opener DS-P Discourse structuring - Prospective DS-R Discourse structuring - Retrospective 10 DS-S Discourse structuring - Sequencer 11 DS-T Discourse structuring - Topicaliser 12 EMI English as a medium of instruction 13 HE Higher Education 14 IL-data International data of Lecturer 15 INT Interaction 16 INT-A Interaction - Attitude markers 17 INT-AP Interaction - Apologetic markers 18 INT-C Interaction - Commentaries 19 INT-CT Interaction - Contextual markers 20 INT-Q Interaction - Question 21 L Lecturer 23 MDs Metadiscursive devices 24 VL-data Vietnamese data of Lecturer & vii TABLE OF CONTENTS STATEMENT OF ORIGINAL AUTHORSHIP i ABSTRACT ii ACKNOWLEDGEMENTS iii List of Tables v List of Abbreviations vi TABLE OF CONTENTS vii Chapter 1: Introduction 1.1 Background of the study 1.1.1 EMI as a global phenomenon 1.1.2 EMI in Vietnamese Higher Education 1.2 Rationale 1.3 Research aims and research questions 1.4 Scope of the study 1.5 Significance of the study 1.6 Structure of the study 1.7 Chapter summary Chapter 2: Literature Review 2.1 Metadiscursive devices 2.1.1 Definition 2.1.2 The use of metadiscursive devices in academic discourses 2.1.2.a Written discourses 10 2.1.2.b Spoken discourses 11 2.1.3 The classification of metadiscursive devices 13 2.2 EMI lectures 19 2.2.1 Linguistic challenges in EMI lectures 20 2.2.2 The use of metadiscursive devices in EMI lectures 22 2.3 Chapter summary 25 86 [43] “So that’s the aim of the course.” [44] “So, those are the definitions that you need to…” [45] “This is what Hau mentioned in the beginning…” [46] “We’ve worked on this before That’s…” [47] “From the last lesson, there are circles…” [48] “We have talked about the story between The USA and Russia… [49] So now, based on the three circles that we discussed, how many…? [50] So remember this everybody, understand that if you get a contract today, don’t be super happy… [51] Now, let’s go to this case [52] So later, when you the project, make sure to corporate suitable strategies [53] [L1] Yeah, now and today, if I can a project council like: suppose he started his company, and then he tells me: Sir, I will provide some web solutions for the clients Now he wants to upgrade his company: Sir I’ve got a government client; Sir I’ve got a multinational company But they say you’re not ISO certified Well, I’m his client, I’m from the government now And then I come for him to make a website for Danang airport, or make a website for this bank? But I will stop Why? Because he’s not ISO certified And then he can call me: Sir I have a company and now you help us to become ISO certified [54] [L3] So, If go Now, we’ll talk about economic return We’ve already explained about economic return, right? So, from where? From citizen Ok, yea From where? From the other country Ah I would say that, yes, right From where? … Quan, from where? … Well, from the … and the corporation with other nations or with other companies Yea A lot of companies, big companies around the world come from? And they are working as private 87 companies OK? That’s not a government company So just see, apple, facebook So those companies come from government or not? No OK? No and they have a lot of money right? and then they can invest money on the … scientific achievement [55] “What is a firewall everybody? I can tell you I will show you some demonstrations…”, [56] “Now can anybody tell me, how many viruses are coming in one day?”, [57] Do you know what happened? Your ID and password will be…”, [58] “Do you know how many meetings I have with my team in one week? Try guessing.” [59] You have already known about leaders, how about followers? [60] Do you know Walmart?… Do you know Ford? [61] How many stakeholders? How many? [62] Quoc, tell me, from where? [63] [L2] L2: “First, can you please tell me about what you know about leadership? What you think about leadership? Hau Student: Leadership is from a leader And a leader does everything for everyone L2: OK Who else? What else? What is leadership in your mind? It’s not about right or wrong, it’s about what you think Now, tell me, what you think about leadership? Student: Hm Leadership người quản lý hệ thống…” [64] [L3] “L3: How many? Student: Three L3: Yes, exactly, Three Based on what? And the name of the circle? Hey hey hey, the name of the circle? You forget it? Hm? 88 Student: I’m thinking L3: OK You’re thinking about it? OK Just wait Quan, how many circles on a stakeholder? How many? How many? Student: Three L3: Really? Are you sure? Student: Sure L3: And what’s the name of the circle of stakeholders? What is it and based on what? Student: Based on the stakeholders… L3: OK Thank you very much But wrong…” [65] “Remember, team performance only depends on…” [66] “And we all say, it is the first line of defence.” [67] “And if we talk of computers, you all know Compact, ” [68] “You will be stunned to know the number of…” [69] "Let me tell you everybody, if your laptop is damaged, no problem, you can buy a new one…" [70] or "So everyone, if you want to have perfect security in your mobile phone, " [71] Now, let’s go to this case from NASA… [72] Suppose that you have a lot of money, [73] Alright, thank you very much, but it’s wrong [74] Remember that This is similar to… [75] But now, we all use Artificial intelligence, as we also use proxy… they’re the best in the class [76] We all worked in constraints We all have targets [77] So let’s get started This is the third part 89 [78] OK, now let’s join to play this game [79] I’m sorry to inform you that none of restaurants of Vietnamese cuisine are iso certified [80] In fact, we need to cover it practically but I’m sorry that we can’t because you’re all starters… [81] If you’re not giving me 30 pages today then I’m sorry, you cannot complete it in time, on 17 June [82] Actually, I’m sorry to tell you, I wanted to fail that project [83] So everybody, the first important thing for all of you, very important, whenever we buy any computer, mobile phone, it’s very… [84] Even you know, I’m very proud to inform you this: Even in HongKong, [85] So this lecture will be very easy, very simple [86] And one more thing I would like to tell you, which I think is a very eye-opening section for you [87] But this time, I’m saying personally, I don’t like Capstone [88] You will be stunned if you hear this surprising information They just took the code from the Internet They just changed some variables, and they presented the project [89] Yea OK, this is interesting, please look at this [90] That decision’s not even clear for us [91] Why? That’s difficult to believe and explain but… [92] These points are quite familiar with everyone already [93] That’s the important thing, that transformational leadership is… [94] In other words, the best description is, too many smart people spoil the team [95] I’ve seen Nokia dominating but you all know, today, Apple is there 90 [96] But now we all purchased Samsung, Iphone, Xiaomi We all forgot Motorola, but trust me the quality and… [97] And hopefully by the end of this course you will become a better leader [98] Project is not complete … And you fail because team is not good and they’re not working on time That is the problem [99] How can you manage the project? See this Developing the action plan This is exactly your capstone And don’t mind on your presentation How can you that? Impossible [100] So I’ve just completed the lectures about… [101] So, that’s it for today [102] Now look at this everybody, the last slide for all of you today [103] “OK, here are some key takeaways about leadership theories.” [104] “Now look at this slide about the key takeaways.” [105] “Now here are some key takeaways that you need to remember.” [106] “Now look at this everybody, the last slide for all of you today Please see this … [107] That’s all about the lesson today [108] “I will show you on Thursday” [109] “Next time, fix your problems and bring your project for me to check.” [110] We’ve talked previously about what we mean… [111] From what you have learnt earlier, [112] Those are some key takeaways that you have to remember after this lesson, OK? 91 Script (Sample): Lecturer Lecture 1: ISO (10/5/2022) Now we are all discussing Software process and quality management And I have told you in all classes, we’re not here to discuss the development but we’re here to discuss how we can make the quality better and how we improve the process of development The process of development is not only coding It starts with… how you check the requirements, how you check the feasibility, how you set with clients properly, and how you deliver with the quality of the products: on time, within the budget and…requirements of clients So I have told you there are lots of models in your curriculum, we are discussing CMMI, ICIL, Cobit Today we will be discussing ISO, very important, and I can say if you want to discuss ISO I can even discuss ISO for one year It’s so broad, let me tell you If you’re going to a manufacturing company… different ISO is there If you’re into some … products, some clothes business, ISO is different If you’re into cyber security, ISO is different If you are into software testing, ISO is different If you’re into quality, ISO is different ISO is an organization that sets the standard Even let me tell you, even companies like apple, Microsoft always say: we’re ISO certified ISO certified means that they follow ISO companies for making quality standard products If you’re going into any company, … in Vietnam, they always say we’re ISO certified; say we’re into construction, we’re ISO certified That means, the project, the execution, the client requirements it’s … ISO certified So believe me if you talk about the biggest standard for software process and quality management, the biggest, I can say, you can use CMMI, Cobit, ICIL, Six sigma, but the highest, and the standard that is applicable to any manufacturing companies in this world, it’s ISO Even if you want to buy this (socket), this fan, or you’re talking about these lights, maybe this company is also ISO certified If you’re talking about this watch, CASIO, SAMSUNG, LG, maybe they’re ISO certified So if you’re talking about LG, you know LG? they may be ISO certified 92 So if you’re talking about logitech, if you’re talking about construction company, they’re also ISO certified And if you’re going to this website everybody, ISO website you will see tons of standards, tons of I can say, endless (Please silent) ISO 9001 90001 27001 27000 many many standards That’s why I told you, if I want to speak of ISO, I can speak for one year I can talk about many things If you go to pdfdrive.com or if you go to some book websites, you will find some books of ISO It’s the biggest website for information, you can open this website, let me open it for you First of all, and then we continue So if I go to google everybody, see this … and I type iso standard, now you can see this is the company and this is the organization, ISO, OK? International … and if you go to this website, see this everybody, you can see the standards, and there are tons of standards See this, quality management standards and … management, standards, food safety, IT… And I’m happy to inform you even I’m certified in that I’m… certified I will show you my certificates at the end But… you can see here, quality management This is the standard that we will speak Now see this everybody, if I want to talk of quality management principles, I can download this book and you can see ISO 9000 family You can see under is ISO 9001 with tons of standards ISO 9001, 2015, you can ‘scroll’ anything So ISO is not only for your quality, it’s for everything See this Again, I repeat It’s for quality, environment ( examples) So if you say: Sir, my company is making a smart dustbin… some smart bins… If you say: Sir, my company is providing better quality water => healthcare safety If we talk of Vietnam, everybody, is one of the countries, I can say after China, that is using solar power You know, this is a proud moment for us After China, Vietnam is the second country that uses the solar power and all companies in Vietnam are certified ISO companies This is also the biggest thing for us to understand… Now see this everybody, food safety, now you all know we have cofffee shop… but I’m sorry to inform you that none of restaurants of Vietnamese cuisine are iso certified Year, even hotels can be ISO certified If we talk of biggest hotels such as Grand… 93 … IT security… Even I’m ISO certified I’ll show you my certification, it’s tough exams, every tough exams, I cleared that: writing, interview, and online exams Many things And then you become ISO certified I’m working on this ISO since the last 10 years Yeah, and today, if I can a project council like: suppose he started his company, and he tells me: Sir, I will provide some web solutions for the clients Now he wants to upgrade his company: Sir I’ve got a government client, Sir I’ve got a multinational company But they say you’re not ISO certified I’m his client, i;m a gov now I come for him to make a website for Danang airport, for this bank? but I will stop Why? Because he’s not ISO certified So he can call me: Sir I have a company and now you help us to become ISO certified So as an ISO certified professor, you have tons of projects Even I have taken three projects, I have … companies for ISO certifications And believe me, they pay you very good money OK? So, for that is also clear, you can also say: Sir, I want to become ISO certified professional So that I can assist a company for development, cyber security, you can it So, ISO itself is a career, ISO is a topic, it’s a big big discussion Big, big I’m saying But I’ve already told you, you’re into quality management Quality management is also for software, it can be even for food, it can be for development, for medicine, even for hospitals So for that, you need to come under this… See this everybody Quality management helps us work efficiently Now he has a company, 10 people, client Sir, how can we give you better? So that if today I’m working… I will bring people, that five people will bring 20 people “Sir…” And secondly, how to reduce product failure, which is the biggest problem in IT sectors You know? You will be stunned My friends also tell me: Sir, we are happy today We’re having a contract of 10 thousand dollars, but we are scared because if we don’t make the client happy, he will not pay us the money The time, the effort we have done for the development … Now suppose I give him a contract, it’s my website and after 10 days he has invested his time, his money, he has a budget template for me And after 10 days, … and he showed me rubbish I will say, sorry sir, thank you, no need I went to another company His ten days, his money, is at a loss 94 So remember everybody, understand If you get a contract today, don’t be super happy that OK sir we’ve got a contract, we've got clients THe client can even cancel the project even in … and you are done That’s why everybody I’m telling you IT is a risky business, if you don’t maintain quality I’m the client I have to pay you the money If you don't give me happiness, get ready, i’m gone And if I'm gone, get ready because if i go, i will write on my social media, don’t go to this company you’re gone That’s why today if i go to any coffee shop and they don't give me good quality, good response, i immediately write on social media … Quality is everything Remember that Now how to that quality? We have models: ISO Ok That’s why I have told you, you can adapt CMMI, you can adapt ICIL, Cobit No problem But the only thing is what standard you need to adapt So if you’re in a big company, or a company you … clients, if you secure your company… what I suggest… you can go for ISO And that’s the reason everybody, ISO is the most used standard in the world most used Everybody wants quality and you can see ISO is … Even government councils, if the Gov has any companies for … coffee They can become ISO certified Sir we have quality in the coffee, we are ISO certified, we have proper standard… That’s why ISO companies give quality and they can charge good But my specialization is here IT security because I have already told you I'm a hacker I'm even teaching hacking in cyber security… I can tell you whether your macbook is secure or not… I will take my laptop, I will hack into the company… expert quality … My second specialization is quality And you will be happy to know, in Vietnam, I’m the only one who … … to get it clear It’s a tough exam… but once you’re there… because of teaching you all, I'm into quality that’s all 95 OK everybody, now we should start You can understand… if you have any questions… … [19:30] Now look at this everybody… I have told you… ISO has quality for everything food, but for IT quality, we have this standard, ISO 9000 and 9001 but we will discuss 9000 9000 is for software development Now see this, same answer we need the proper platform for quality You can see the beauty of this one… Very important point, see this: can be applied to any company such as hospitals, even your university… military, gov, banking, clothing… If you have a company you can make it ISO certified, depends on you Look at this, first adopted by the USA then adopted by the world… Vietnam also wants to adopt but the problem is there are so many regulations, associated with local authorities, people… that make it impossible Even you know, I’m very proud to announce to you, even in HongKong, top companies in Hong Kong applied for ISO, all rejected Every year, I'm telling you, you can see the data More than 70 thousands company apply everyyear and you know how many have succeeded? Less than 1000… Now see this everybody It is always revised You have a website, it’s also revised 2008, 2018, 2023… It’s the standard everybody has that has wider applicability Every company, any adoption… require quality … ISO 9000 Even if you know everybody… Even in Vietnam, you can see if you go to Hanoi, Hue city, HCMC, most of the bridges are made by Japanese companies These companies are constructions…also ISO If the companies are not ISO, Vietnamese gov or gov will not work with them Even if you talk of…, they’re even made by ISO certified companies That’s the reason it’s called quality That’s why I'm telling you, getting ISO for any company is very tough and challenging 96 So I think everyone understands quality, no need to revise… Just look at the board and check the language Again I repeat… What is… All the features and requirements…by clients Clients are the king everybody If you go to the coffee shop, ice-cream shop, you love the ice cream and you know the person is hard-working… And to manage that quality, we have… [examples] 25:20 That’s the quality… And to manage that quality we need to have models And ISO is the top model And you know everybody, you will be stunned even if you talk of 2022, most of the gov, most of them, … they’re all ISO Even Australia, New Zealand, Hongkong, Sing… most of the gov companies are ISO Everything can be ISO… Ok so what is quality management? Now look at this (slides) everybody: ensure the products or services satisfy the customer’s requirements … regulations Now regulation is so much, i’m telling you… getting ISO is challenging, but maintaining it is… [27:40] OK everybody, now see this (slides) again It’s the same thing Please focus Quality management means to enhance customer’s satisfaction… … You can see these are the main slides See this everybody: ISO is concerned about… ISO or ICIL, Six Sigma, about the way the organization performs the work… That’s why I told you, lots of regulations… … But if you work with your GOV companies… 97 ISO… It’s not the products… It’s the process, how you work My friend is also ISO certified, he’s in Germany He called me one month back… If i visit 20 companies, I would just suggest only one, other 19 companies are not qualified enough So much tough, so much … If I’m a certified ISO professor, I can go to his company I can check show me… I can check anything and if any problem is found Cross Immediately That means getting an ISO is tough but… OKAY you can see everybody, it can be used by manufacturers, service providers, even coffee shops, hotels, hospitals even your university, it’s also a service provider You pay money… So remember everybody, this is an important question i would give every time in the exam What is iso? it’s not the product, it’s not the service, it’s the process If highland coffee calls me and asks, sir you are iso certified, can you help us to be ISO certified The first question i would ask them is: Sir why you want to become ISO? Why? Your business is good Customers are there You have lots of cf shops You have… Even, I’m saying you, sometimes, when I take some interviews … why… Why ISO? Why you want to spend money…? So remember, getting ISO is important, why to get ISO is also important and how to maintain ISO is even important So ISO is a big question You can… [37:35] So see this everybody, ISO doesn’t issue certificate So ISO gives the standard, you apply for it, you check with the standard and then you can say: Sir we are applying, regulating with the standards We are certified It doesn’t mean that ISO’s giving you certificates.ISO will just validate, OK sir … So you can see everybody, ISO develops the standard to encourage good practice in… So if you talk of DTU, everybody … You know we have to go for Abet Abet also asked you why Abet? Why you want to become ABet? How you teach? 98 The last time I … Are you happy here? How have you worked in Vietnam? They want to know that if I am happy here or not… OK sir how many… So they set the standard, so that everything should be good CMMI… If you follow any, it depends on you… [42:00] So you can see everybody ISO 9001, now just read this, it’s quite technical See this, 14 standards, you have to go for A,B,C,D After that there’re points See this everybody… Projects, Finance… So if you’re an software company, they will ask you… sir if you have a problem, how you can… Suppose I’m from ISO and I would ask him… That’s why every company has customer care, how you resolve the disputes, You can see the website, download from the documents… OK, this is just for you, everybody! … organization - Geneva… Sir, if you want to become an ISO certified company, see this everybody There is a council and after that there’s an assembly… In Japan, I don’t know if you know it or not but it’s there My friends are in Japan, other friends are in Luxembourg, … ISO also says that, if you want to make 4… and people are more productive Everything is in the document that you can download These are some of the standards that you can see So you can see, ISO itself has a lot of … because organization changed… There is a regulation in ISO when I was taking my exam … it’s very interesting… every six months, he has to take a test 99 … but in my country, my sister is a doctor She’s a surgeon You know what happened? She has to renew her degree And to renew, she has to take some exams, prepares for some interviews… after every four years Suppose he’s a pilot, he has to take … tests after every one year My sisters got the degree again after four years … Now see this everyone, about 15 years back, I had… treatment in dentist, it was painful, no proper treatment But today it’s without pain But if the dentists dont update the technique, how he or she can treat the patients? Hospitals also have ISO … I’m updating myself… Therefore, getting the ISO and maintaining the ISO are not easy Very difficult It’s the guideline for performance Doctors, professors, everyone has to update to improve themselves… Now look at the slides everybody: health, safety and environment, globalization impact … protecting the consumers… Now I would like to tell you one incident… My friend was traveling in… and in some time … the mobile network was not strong… he just typed the email to… Internet was not working You know what happened? He got the email from Gov to apologize… … in America, fire engine… not on time even ambulance also So, ISO is all about regulations, improvement and performance So now we would just wrap up the lectures These are the last two slides please look at this So, today you’re just a small company with clients, you become ISO and you can become a big company But the question is, are you the company that has the potential to have ISO, it depends on you Please look at these graphs, Vietnam is not there… the highest number of ISO companies are in China… (Japan story…) Now I will show you some company in Vietnam Let’s see who are those (with ISO) and who are applying Now we’re going to see ISO companies in Vietnam and I will show you my certificates also 100 Now look at this company: ISO certified companies in Vietnam Let’s see what’s going to happen (Some companies) Now let’s see this These are 21 companies that are ISO certified … There is no banking… Now, let me show you my certificate…