1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42

Toyota: Demand Chain Management Toyota Motor Manufacturing, U.S.A., Inc. Toyota: Service Chain Management Jack Smith (A): Career Launch at Toyota Comments on the Second Toyota Paradox: With Appendix on Modularity for Managing Complex System Design Toyota Motor Corp.: Target Costing System Organizational Learning and Purchase-Supply Relations in Japan: Hitachi, Matsushita, and Toyota Compared Virginia Mason Medical Center Deaconess-Glover Hospital (C) Making a Doctor Esterline Technologies: Lean Manufacturing Southwest Airlines (A) ZARA: Fast Fashion Deaconess-Glover Hospital (B) Connecticut Spring and Stamping Corp. (B) Just-in-Time Production Controlled by Kanban A Primer for Lean Marketing Starbucks: Delivering Customer Service Paradox of Coordination and Control Southwest Airlines in Baltimore Southwest Airlines--1993 (A) Rapid Rewards at Southwest Airlines Commerce Bank Customer-Introduced Variability in Service Operations Phase Zero: Introducing New Services at IDEO (A) Transformation at the IRS Making Routine Customer Experiences Fun First Direct (A) Stop Demotivating Your Employees! Credit Suisse (A) Umpqua Bank: Managing the Culture and Implementing the Brand Bank of America (A) Organizing Work in Service Firms Want to Perfect Your Company's Service?: Use Behavioral Science (HBR OnPoint Enhanced Edition) Jamie Dimon and Bank One (A) Dabbawallahs of Mumbai (A) Jamie Dimon and Bank One (B) Dabbawallahs of Mumbai (B) Process Management and the Future of Six Sigma Deutsche Allgemeinversicherung First National City Bank Operating Group (A) First National City Bank Operating Group (B)

43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88

Call Center Design for Lion Financial Services Innovation at Progressive (A): Pay-As-You-Go Insurance Singapore Airlines (A) Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A) EasyJet: The Web's Favorite Airline Singapore Airlines: Customer Service Innovation (A) Singapore Airlines: Global Challenges Pharmacy Service Improvement at CVS (A) West Coast University Student Health Services--Primary Care Clinic Process Improvement in Stanford Hospital's Operating Room Nobody Ever Gets Credit for Fixing Problems that Never Happened: Creating and Sustaining Process Improvement Maxwell Appliance Controls Billy Beane: Changing the Game A-Rod: Signing the Best Player in Baseball Oakland A's: Baseball's Great Transformation Simple Regression Mathematics Regression Analysis Causal Inference Sampling and Statistical Inference The New England Patriots: Making the Team Bill Belichick and the Cleveland Browns Math for Strategists Learning in the Thick of It (HBR OnPoint Enhanced Edition) The Army Crew Team Forecasting with Regression Analysis Basic Techniques for the Analysis of Customer Information Using Excel: A Stepby-Step Approach Major Steckleson at the National Training Center (A) Loctite Corp. Natural Blends, Inc. Natural Blends, Inc., Analysis Queueing Theory Capacity Analysis: Sample Problems Lehigh Steel GM Powertrain Delays at Logan Airport Catanese and Vulcan (A) Innovation at 3M Corp. (A) AMD: A Customer-Centric Approach to Innovation Information Technology and Innovation at Shinsei Bank Innovation and Collaboration at Merrill Lynch GE's Talent Machine: The Making of a CEO UBS: Towards the Integrated Firm Best Buy Co., Inc.: Customer-Centricity The Royal Bank of Scotland: Masters of Integration NYPD New Kumon Educational Institute USA

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Clinical Change at Intermountain Healthcare General Electric Healthcare, 2006 Beth Israel Deaconess Medical Center: Coordinating Patient Care Beyond Best Practice The Plant Location Puzzle Dore-Dore Just in Time for the Holidays (HBR Case Study and Commentary) Quick Response in the Apparel Industry Weight Solutions Clinic: Bariatric Surgery Center Massachusetts General Hospital: CABG Surgery (B) The Dana-Farber Cancer Institute Work Cells with Staying Power: Lessons for Process-Complete Operations Quality Comes to City Hall Why Incentive Plans Cannot Work Leadership in Crisis: Ernest Shackleton and the Epic Voyage of the Endurance The Challenge Facing the U.S. Healthcare Delivery System Mass Production and the Beginnings of Scientific Management Patient Transfusion Services Lab of Central Blood Bank The Patient Care Delivery Model at the Massachusetts General Hospital Prepare/21 at Beth Israel Hospital (A) Massachusetts General Hospital: CABG Surgery (A) Vanity Fair Mills: Market Response System University Health Services: Walk-In Clinic Note on Analyzing BGIE Data Lean at Wipro Technologies Bang & Olufsen: Design Driven Innovation Stonehaven, Inc. Donner Co. McDonald's Corp. (Condensed) Burger King Corp. Barilla SpA (A) Seven-Eleven Japan Sea Pines Racquet Club Supply Chain Management at World Co. Ltd. Sport Obermeyer Ltd. Kristen's Cookie Co. (A2) Fiscal Policy: Managing Aggregate Demand Note on Currency Crises Currency Crises Note on the Balance of Payments Malaysia in the 1990s (A) Exchange Rate Policy at the Monetary Authority of Singapore The U.S. Current Account Deficit The Top 10 Reasons You Don't Understand Your Customers Florida Power Light Quality Improvement (QI) Story Exercise (A) Mexico in Debt

135 136 137 138 139 140 141 142 143 144 145 146 147 148

1-800 Buy Ireland Exchange Rate Terminology and Analytics Note on Exchange Rate Determination Spain: Straddling the Atlantic Kristen's Cookie Co. (A) Ophthalmic Consultants of Boston and Dr. Bradford J. Shingleton China: "To Get Rich Is Glorious" Hans Wilsdorf and Rolex Nokia Corp.: Innovation and Efficiency in a High-Growth Global Firm Finland and Nokia: Creating the World's Most Competitive Economy Singapore Inc. The Birth of Modern Macroeconomic Policy: Sweden and the Great Depression American Outsourcing Collapse in Asia--1997-98

Your Course
To help you become a successful published writer we offer you a comprehensive, home-study creative writing course written by professionals. All aspects of writing are covered including: articles, short stories, children's stories, novels of all kinds, non-fiction books, journalism, radio, TV and the stage. We advise you on copyright, libel and how to deal with literary agents the terms to accept and the pitfalls to avoid in the publishing jungle. We then tell you how to sell your work; how to influence editors and publishers and give you practical suggestions that can make all the difference between rejection and success. Your course contains:

30 fascinating study modules three specialist handbooks 20 writing assignments marked by your personal tutor.
Your studies are very flexible. You can study when it suits you, take as long as you like, study fiction before non-fiction and have extra practice and assignments as required. For your course to be really effective, however, you need more than just high quality study material. You also need personal guidance and advice. This is where your tutor comes in.

Your Personal Tuition

Under the guidance of an expert tutor you will develop your writing skills. The assignments are designed to give you plenty of 'real-life' writing to do that is writing you can submit for publication as soon as your tutor advises. You also receive advice on: style; subject matter; grammar; presentation and anything else that matters. You will be told how to improve your work if improvement is necessary and how to avoid the common errors and mistakes that many beginners make. Your tutor will encourage you, be objective, be realistic but most of all give you constructive comment. Through this firm but gentle approach many students come to know their tutor as a trusted friend. All our tutors are successful published writers. Each one is an experienced tutor who has been specially trained by us to help you overcome the difficulties, and the pitfalls, that all new writers face. From their own experiences they can help you to start writing, find new ideas and produce the sort of writing that sells. Everybody at The Writers Bureau has one aim to help you become a successful published writer.

Selling Your Writing

One of the biggest problems all new writers face is where and how to sell their writing. Don't let this worry you for now. A whole module is devoted to selling your writing and your tutor will advise you as needed throughout your course. We show you: how to find markets and exploit them; how to present your work; when to send covering letters; how and when to use an agent and how to deal with editors and publishers to give your writing the best possible chance of being published.

The effectiveness of this part of your tuition is proved by the success of our students. They regularly have their writing published because our methods work. Once your writing has reached publishable standard you should have no difficulty in selling it. Follow our advice carefully, do everything we ask of you, and we are confident that like many students before you you too will soon be a published writer.

Your Guarantees
Because of the effectiveness of the course and the tuition service we are able to give you three no-risk guarantees. These state quite clearly: 1. If you have not earned your tuition fees from published writing within six months of completing your course, your full fees will be refunded. 2. You have the course on 15 day (in your possession) inspection. 3. We will give you a 10.00 refund for any written assignment which is not corrected properly by your tutor. These guarantees are your safeguard of a fair deal and high tuition standards from The Writers Bureau. They are our commitment to you. Providing you play your part, you really can't lose! Either you will earn, as a minimum, the tuition fees (and we hope a lot more), or you will receive your money back in full.

Course Outline
It is in the assignments 20 in all where you get your writing practice. You complete the first two assignments and study the first seven modules which contain the basic information for all writers. After this you follow your studies according to your abilities and circumstances. You can complete it wherever you live in the world. You can adapt it to suit your own timetable. You can start as soon as you like in five minutes should you wish. And, you can study at your own speed for there are no time limits. The order in which you study is as flexible as your timetable. You can study fiction before nonfiction and you don't have to study all the modules. Some modules are rather specialised so if you're not interested in a particular area, you can miss it out and spend more time on the subjects that interest you. For a full synopsis of the course please click here. Your full course is sent to you as soon as you enrol and comes in an attractive presentation case. You send and receive your assignments by post or by email the choice is yours.

Course Fees and How To Enrol

COURSE FEES Full fees 249 INSTALMENT TERMS AVAILABLE 29 deposit and 39 a month for the following 6 months, making 263 in all.

Three Easy Ways To Send Your Fees

Start studying straightaway when you enrol online with your credit card. You can start learning how to become a published writer straightaway. By enrolling online with your credit card, you'll get instant access to the first lessons and assignments of this course. Plus, your course books will arrive within 21 days. It's the quickest way to get started!

Synopsis of The Writers Bureau Comprehensive Creative Writing Course

Module 1 Welcome to The Writers Bureau Your first and most important step to becoming a published writer - how to build on your natural talent - how to enjoy your course - a six point plan to make your course a complete success analyse your attitudes and writing ambitions. Module 2 Making a Writer Out of You Deciding where and when to write - how to start your writing - writer's block and how to overcome it - the tools you must work with - keeping a cuttings file - how to organise yourself - the writer's approach to life - developing your imagination - an excellent source of writing ideas - how to stimulate your imagination - how to develop your powers of observation - what the trained writer looks for - personal qualities every writer needs: perseverance, determination, self-organisation, resilience, confidence - how to use rejections to improve your writing - how to keep yourself at your mental peak - cashing in on your specialist knowledge - finding more writing ideas - what editors are looking for - how to obtain ideas from other people's experiences. Module 3 Developing Your Writing Style Getting the basics right - 11 rules to develop a good style and avoid common mistakes constructing clear sentences and paragraphs - using active and passive tenses - link words and signposts - how to say exactly what you mean - dangers to avoid: verbosity, circumlocution, clichs, repetition etc - dealing with slang and obscenities - how to use adjectives, similes and metaphors - comparing different styles. Module 4 How to Develop Your Writer's Craft How to write opening sentences and paragraphs that captivate editors and readers - the article's body - planning your writing - the importance of revision - how to write an article - a detailed case history worked through: the initial idea, gathering facts, quotations, logical order of presentation, first draft, revisions and alterations discussed by the author - the finished article - always check your facts - the importance of summaries - a worked example. Module 5 How to Sell Your Writing Avoid the common mistakes that untrained writers make - the value of market research - the large number of markets you can sell to - where to find them - analysing your markets - article analysis: length, paragraph and sentence length, titles, the closing paragraph - analysing the fiction market - short stories - where to sell the modern short story - good opportunities in TV and radio - seven points to look for - the market for books - writing for newspapers - selling to the world - why America, Canada, Australia, New Zealand, Singapore etc. can be big markets for writers - how to approach overseas editors and publishers - syndication and press agencies - kill fees - practical advice for the new writer. Module 6 Presenting Your Work How to present your work - advice on what to buy - making corrections - layout of your manuscript - cover sheets - how to safeguard your interests - word counts - covering letters submitting your work - do not double deal - preparing an outline - query letters to editors - sending reminders - selling rights - the Internet.

Module 7 Essential Legal Aspects Copyright, plagiarism and how to avoid it - why your good name is important - the dangers of libel and how to avoid them - contracts, what to look for and how to safeguard your position - the Minimum Terms Agreement - literary agents and how to obtain one - royalties - Public Lending Right - vanity publishing and its snags - self publishing - tax and VAT - using a pen name or pseudonym. Module 8 Readers' Letters and Fillers Opportunities for a regular income - who publishes readers' letters - turning your experiences into cash - personal anecdote letters, further comment letters and controversial letters explained how to start - the value of market research and how to tackle it - assessing the competition - tips on writing a successful reader's letter - developing your writing style - how long to wait for publication - tips on increasing your chances of publication. What makes a filler - targeting your subjects - quizzes, brain teasers, crosswords and questionnaires - the importance of humour Reader's Digest and how to approach it - other good marks - good sources for ideas - how to submit fillers - your copyright - multiple submissions - payment. Module 9 Articles for Women's and Men's Magazines Section 1: Writing for Women - Opportunities for the freelance - market research is vital - what editors want - the changing face of women's magazines - front page teasers - men writing for women's titles - how to tackle the triumph over tragedy article - how to write the confessional article - celebrity profiles and the freelance - how to contact celebrities - the interview, how to approach it and what questions to ask - the importance of preparation - how to get an original quote - 'Happy Days' articles - health articles - the personalised piece - making the most of photographs - articles for the feminist press - writing your preliminary letter - who to send it to and what to say - packaged magazines explained. Section 2: Writing for Men the new contents of magazines for men - speaking the lingo market research is essential - the big six subjects - what editors will pay for - who can write for men's magazines. Module 10 How to Write General Interest Articles The market - important differences between articles and features - subjects to avoid opportunities for the freelance - sources for ideas - researching the market - how to begin your article - using the same idea for a variety of markets - finding a 'peg' - when to submit articles the value of careful planning - using topicality - keeping one step ahead of the competition - being in the right place at the right time - seasonal articles and when to submit them - how to look for different angles for different markets - more sources for ideas - making your hobby or pastime pay - writing for the colour supplements - writing from your own experience - keep on writing! Module 11 Travel Writing The reality uncovered - huge opportunities for freelances - what a travel editor is looking for what to avoid - the secret of a good travel piece - tips on finding a fresh angle - the importance of knowing your market - getting free or reduced travel - the value of preparation before travelling how to gather your information on location and how to use it - tips on how to sell to more than one market - the importance of taking your own photographs - how to write the travel article - what to include and what to leave out - gripping introductions - sidebars - an example - using your locality to your advantage - where to find information - contacting and writing for the top travel markets opportunities in the overseas markets and in-flight magazines - subjects to write about and those to avoid - what rewards to expect from travel writing. Module 12 Writing for the Trade Press Another huge market - the importance of market research - the stories editors are looking for - the importance of in-depth research and accuracy - your writing style - avoid jargon - expanding into features - how to break into the trade press market - becoming a local correspondent - making your contacts - where to find ideas - how to cash in on trade fairs - some practice projects - inhouse magazines - sponsored magazines.

Module 13 Writing for Children's and Teenage Publications What children read - why write for youngsters - what to write about - language matters - style and presentation - the value of talking to children - selling your work - what not to write - what to include in activity articles. The teenage market and opportunities for the freelance - youth culture subjects for the freelance - old favourites discussed - using humour - the boy/girl divide - true confession stories - some taboos in writing for the teen markets. Module 14 How to Write Humorous Articles Where to find humour - using humour effectively in your writing - finding your niche - different types of humorous writing: personal experiences, irony, satire, strange but true stories and general interest - using humour in fillers and readers' letters - how to find humorous ideas and use them in your writing - your humour file - funny quizzes - subjects to avoid. Module 15 Religious and Inspirational Writing Who can write for this market - faith and facts - understanding the market is vital - be sincere subjects to cover: news, people, places, practical advice, humour, anniversaries, devotional/spiritual, personal opinion, reviews, personal experiences, readers' pages, homes/gardens/cookery, writing for children - payment - inspirational articles - the New Age market - do's and don'ts - the American market - finding markets. Module 16 Writing Reviews A good place to start - the reviewer's role and responsibilities - what you should include in your review - your attitude - how much you can expect to be paid - building your portfolio - how to review and write up stage shows including: plays, musicals, concerts, opera, ballet and comedy reviewing amateur dramatics - reviewing books - who to sell to - a checklist of what to include in your review - tips on reviewing CDs, films, TV and computer games - eating out reviews - the pitfalls - key points to include - an example of a fact file - reviewing cars - what to include example of an auto file. Module 17 On the Editor's Desk What happens in a magazine office - what editors want - titles - envelopes - rejections - the importance of new angles - mistakes to avoid - how long should an editor hold onto your work? withdrawing work - what's your work worth? - chasing overdue payment - keep writing. Module 18 Journalism Different types of newspapers - the qualities you need to be a journalist - vital equipment - making the break into journalism - building up your contacts - submitting your copy - putting together a story - getting the most from a story: coverage of previews, the actual event and then follow ups interview techniques - stories to avoid - starting out - tip offs. Module 19 Planning and Preparation of Non-fiction Books The possibilities for non-fiction books - how to find suitable publishers - the value of research how to plan your book - why a synopsis is important - the writing style required - how to deal with illustrations - text books - market research is still important - the value of a good synopsis research - vocabulary - assignments - illustrations - quotes - reference books and series consideration of age and development - translations - ghost writing - writing biographies and memoirs - interviewing people - follow a logical sequence - planning your memoirs - finding a publisher - consider doing-it-yourself. Module 20 Profit from your Photography How providing pictures can enhance your chances of acceptance - sources of free or inexpensive photos - working with other people - going it alone - which camera to choose - how many pictures to shoot - what film speed to use - the best film - processing - the sort of projects you should consider - the P+I+C+S formula for success - marketing your work - packing photos for submission - digital imaging - the Internet - useful names, addresses and books. Module 21 Writing a Novel: Preparation Everyone has a novel in them - what type of novel to tackle - the advantages of writing for a specific genre - action story or reflective story? - the right mental attitude - technical preparation market research - length - creating a project file - getting into good writing habits - don't get

discouraged - finding story ideas - making sure your idea is strong enough - research - the basic ingredients - conflict - jeopardy - action - tension - your novel's theme - choosing the right viewpoint: first person or third person. Module 22 Plotting Plan your novel - the synopsis - writing to a formula - drawing up the story-line - adding texture flashbacks - foreshadowing - subplots - coincidence - drawing up a 'treatment' - the three act drama - the beginning - get your story moving swiftly - the middle - develop your theme - the ending - the final show-down - tying up loose ends. Module 23 Characterisation and Dialogue Creating vivid characters - make them larger than life - the believability factor - bringing your characters to life - names - mannerisms - motivations - building composite characters - contrast your characters - introducing your characters - the advantages of keeping the 'cast' small avoiding stereotypes - creating a memorable main character - the sympathetic enemy - dialogue making it plausible and interesting - the functions of dialogue: pushing on the plot, increasing excitement, characterisation - pace - creating emotional change - direct or indirect speech? dialogue tags - slang and swear words - dialect - presentation. Module 24 Setting and Atmosphere, Revising and Selling Your Novel Finding a suitable setting - building the right mood - using the weather to good effect - drawing on all five senses - choosing the best viewpoint - revising your first draft - seeking feedback from others - your own checklist to use - selling your novel - make full use of your synopsis manuscript presentation - the covering letter - sending your work to publishers - getting an agent the end! Module 25 Writing Specialist Fiction Recent changes to the market - Romance - Historical: realistic stories or 'bodice rippers'? Detective Stories - Thrillers: faction or fiction? - War - Humour: misadventure, satire, sci-fi/fantasy, parody - Children's fiction - Science fiction: the differences between traditional sci-fi and fantasy Male Interest - Women's Interest - Horror - Westerns - Erotica - market research is vital. Module 26 Writing the Short Story Why short story writing is not an easy option - using your critical faculties when reading - learning to be self-critical - what is a short story? - the markets for short stories: literary magazines, small press magazines, competitions, the mass market, the Internet - ideas for plots - types of short story: women's magazine stories, twist-enders, true life stories, horror stories, science fiction, children's stories - making sure there's conflict in your plot - making your style fit the publication you are targetting - choosing the right viewpoint to use - openings that hook your reader: shock technique, dialogue or narrative - the story's 'body' - satisfying endings - using dialogue to aid characterisation - using dialogue to give information - using dialogue to move the story forward making your characters believable - making the reader empathise with your main characters physical descriptions - titles - taboos - selling your work - the covering letter - coping with rejection - success! Module 27 Short Stories for Radio Doing your market research - a tough nut to crack - writing to the right length - what makes a winner - the differences between writing for radio and magazines - making it appeal to the ear choosing the best viewpoint - monologues - example of a typical radio story - getting on the right wavelength. Module 28 Writing Radio Drama Why the radio play is a distinct art form - learning to estimate running time - layout of your script giving directions - how to do your research - how to capitalise on your listener's imagination - the switch off danger time - opening your radio play - how many characters? - avoiding stereotypes making your characters believable - where to begin your story - making dialogue work for you preparing the first draft - editing your work - dramatising a short story - avoiding awkward silences.

Module 29 Writing for Television A vast and growing market - cost constraints - doing your market research - know the medium different types of drama - the importance of ideas - preparing a synopsis - telling the story in pictures and words - learn to express your ideas in television terms - background and mood exposition - suspense - conflict - dialogue - characterisation - the character mix - structure: beats, scenes and sequences - visualising your material - layout and length - camera tricks and effects deciding what to write about. Series - breaking into the genre - reading the format - the treatment - how payment is made. Situation comedy - have an original premise - character driven plots doing the 'postcard test' - making the humour work - learning the craft. Module 30 Writing for the Stage Putting your play into perspective - how to acquire theatrical knowledge - sources of ideas - how to select a theme - what kind of play? - setting your stage - deciding on characters - the importance of entrances and exits - developing your characters - structure of your play - how many acts? - how many scenes? - planning - dialogue - how to carry the action forward - using dialogue to create character - think of your actors - introducing drama and conflict - the dramatic climax - when to end - developing your stagecraft - directions - know your stage - working with the actors - improving your work - doing your market research - useful contacts - additional reading. Looking ahead good luck for the future. Handbooks PUNCTUATION AND SPELLING Diana Nadin This is a guide and reference for those who have ever had doubts about their ability to spell and punctuate correctly. This is an excellent little reference book to help you. INFORMATION RESEARCH Ann Hoffman As well as being the leading authority in this field in this country today, she is also an author herself. The knowledge and information she gives you is essential for any writer - no matter what type of writing you do. THE INTERNET MAKING IT WORK FOR YOU Nicola Taylor Nicola provides a quick guide to writing for on-line publishers, finding markets and contacting them. She then looks at using the Internet for both research and to publicise yourself.