1) We have tried to isolate¹ some of the key factors. and offer examples of organizations and of some.
2) Factors govern service quality.
3) Organizations manage service well.
4) Organizations manage it poorly.
翻译：我们力图挑选出一些控制服务质量的关键因素，并且提供一些例子来说明某些机构把服务管理得很好，而有些却很差。
15． Human beings have distinguished² themselves from other animals, and in doing so ensured their survival, by the ability to observe and understand their environment and then either to adapt to that environment or to control and adapt it to their own needs.
结构：本句只有2个谓语动词have distinguished和have ensured。主干是Human beings have distinguished themselves … and … ensured their survival。by引导的方式状语后面并列了多个动词不定式to observe and understand…/to adapt to…/to control and adapt it to…，作为ability的修饰成分。
翻译：人类已经将自己与其他动物区分开来，并且通过这样做来确保自己的生存，所依靠的就是通过观察和理解周围的环境，然后适应，控制并且改造该环境，使其适合自己需要的能力。

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