[填空题]
Directions: In this section, there is one passage followed by a summary. Read the passage carefully and complete the summary with the appropriate words from the passage. Remember to write your answers on the Answer Sheet.
Questions 76-80 are based on the following passage.

The most crucial way, however, of improving the labour cost structure at SAH ( Sydney Airport Hotel) was to find better, more productive ways of providing customer service. SAH management concluded this would first require a process of "benchmarking". The prime objective of the bench-marking process was to compare a range of service delivery processes across a range of criteria using teams made up of employees from different departments within the hotel which interacted with each other. This process resulted in performance measures that greatly enhanced SAH’s ability to improve productivity and quality.
The

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[简答题]
Directions: In this section, there is one passage followed by 5 questions. Read the passage carefully, then answer the questions in a maximum of 10 words. Remember to write your answers on the Answer Sheet.
Questions 71-75 are based on the following passage.

Bush Concerned about Rising Gas Prices

President Bush says a variety of global forces are to blame for crude oil prices topping $ 70 a barrel.
"There is a tight supply worldwide, and we have got an increasing demand from countries like India and China, which means that, any disruption in supply, or perceived disruption of supply, is going to cause the price of crude to go up, and that affects the price of gasoline," he said.
The president says prices are also up due to increasing domestic demand, as Americans are driving more, now that the cold winter weather is endin

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