11Toyota: Demand Chain Management 2Toyota Motor Manufacturing, U.S.A., Inc. 3Toyota: Service Chain Management4Jack Smith (A): Career Launch at Toyota 5Comments on the Second Toyota Paradox: With Appendix on Modularity for Managing Complex System Design 6Toyota Motor Corp.: Target Costing System 7Organizational Learning and Purchase-Supply Relations in Japan: Hitachi, Matsushita, and Toyota Compared 8Virginia Mason Medical Center 9Deaconess-Glover Hospital (C) 10Making a Doctor 11Esterline Technologies: Lean Manufacturing 12Southwest Airlines (A) 13ZARA: Fast Fashion 14Deaconess-Glover Hospital (B) 15Connecticut Spring and Stamping Corp. (B) 16Just-in-Time Production Controlled by Kanban 17A Primer for Lean Marketing 18Starbucks: Delivering Customer Service 19Paradox of Coordination and Control 20Southwest Airlines in Baltimore 21Southwest Airlines--1993 (A) 22Rapid Rewards at Southwest Airlines 23Commerce Bank 24Customer-Introduced Variability in Service Operations 25Phase Zero: Introducing New Services at IDEO (A) 26Transformation at the IRS 27Making Routine Customer Experiences Fun 28First Direct (A) 29Stop Demotivating Your Employees!30Credit Suisse (A)31Umpqua Bank: Managing the Culture and Implementing the Brand 32Bank of America (A) 33Organizing Work in Service Firms34Want to Perfect Your Company's Service?: Use Behavioral Science (HBR OnPoint Enhanced Edition) 35Jamie Dimon and Bank One (A) 36Dabbawallahs of Mumbai (A) 37Jamie Dimon and Bank One (B) 38Dabbawallahs of Mumbai (B) 39Process Management and the Future of Six Sigma 40Deutsche Allgemeinversicherung 41First National City Bank Operating Group (A) 42First National City Bank Operating Group (B) 43Call Center Design for Lion Financial Services 44Innovation at Progressive (A): Pay-As-You-Go Insurance 45Singapore Airlines (A) 46Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A) 47EasyJet: The Web's Favorite Airline 48Singapore Airlines: Customer Service Innovation (A) 49Singapore Airlines: Global Challenges 50Pharmacy Service Improvement at CVS (A) 51West Coast University Student Health Services--Primary Care Clinic 52Process Improvement in Stanford Hospital's Operating Room 53Nobody Ever Gets Credit for Fixing Problems that Never Happened: Creating and Sustaining Process Improvement 54Maxwell Appliance Controls 55Billy Beane: Changing the Game 56A-Rod: Signing the Best Player in Baseball 57Oakland A's: Baseball's Great Transformation 58Simple Regression Mathematics 59Regression Analysis 60Causal Inference 61Sampling and Statistical Inference 62The New England Patriots: Making the Team 63Bill Belichick and the Cleveland Browns 64Math for Strategists 65Learning in the Thick of It (HBR OnPoint Enhanced Edition)66The Army Crew Team 67Forecasting with Regression Analysis 68Basic Techniques for the Analysis of Customer Information Using Excel: A Step-by-Step Approach 69Major Steckleson at the National Training Center (A) 70Loctite Corp. 71Natural Blends, Inc. 72Natural Blends, Inc., Analysis 73Queueing Theory 74Capacity Analysis: Sample Problems 75Lehigh Steel 76GM Powertrain 77Delays at Logan Airport 78Catanese and Vulcan (A) 79Innovation at 3M Corp. (A) 80AMD: A Customer-Centric Approach to Innovation 81Information Technology and Innovation at Shinsei Bank 82Innovation and Collaboration at Merrill Lynch 83GE's Talent Machine: The Making of a CEO 84UBS: Towards the Integrated Firm 85Best Buy Co., Inc.: Customer-Centricity 86The Royal Bank of Scotland: Masters of Integration 87NYPD New 88Kumon Educational Institute USA 89Clinical Change at Intermountain Healthcare 90General Electric Healthcare, 2006 91Beth Israel Deaconess Medical Center: Coordinating Patient Care 92Beyond Best Practice 93The Plant Location Puzzle 94Dore-Dore 95Just in Time for the Holidays (HBR Case Study and Commentary) 96Quick Response in the Apparel Industry 97Weight Solutions Clinic: Bariatric Surgery Center 98Massachusetts General Hospital: CABG Surgery (B)99The Dana-Farber Cancer Institute 100Work Cells with Staying Power: Lessons for Process-Complete Operations 101Quality Comes to City Hall 102Why Incentive Plans Cannot Work103Leadership in Crisis: Ernest Shackleton and the Epic Voyage of the Endurance 104The Challenge Facing the U.S. Healthcare Delivery System 105Mass Production and the Beginnings of Scientific Management 106Patient Transfusion Services Lab of Central Blood Bank 107The Patient Care Delivery Model at the Massachusetts General Hospital 108Prepare/21 at Beth Israel Hospital (A) 109Massachusetts General Hospital: CABG Surgery (A) 110Vanity Fair Mills: Market Response System 111University Health Services: Walk-In Clinic 112Note on Analyzing BGIE Data 113Lean at Wipro Technologies 114Bang & Olufsen: Design Driven Innovation 115Stonehaven, Inc. 116Donner Co. 117McDonald's Corp. (Condensed) 118Burger King Corp. 119Barilla SpA (A) 120Seven-Eleven Japan 121Sea Pines Racquet Club 122Supply Chain Management at World Co. Ltd. 123Sport Obermeyer Ltd. 124Kristen's Cookie Co. (A2) 125Fiscal Policy: Managing Aggregate Demand 126Note on Currency Crises 127Currency Crises 128Note on the Balance of Payments 129Malaysia in the 1990s (A) 130Exchange Rate Policy at the Monetary Authority of Singapore 131The U.S. Current Account Deficit 132The Top 10 Reasons You Don't Understand Your Customers 133Florida Power Light Quality Improvement (QI) Story Exercise (A) 134Mexico in Debt 1351-800 Buy Ireland 136Exchange Rate Terminology and Analytics 137Note on Exchange Rate Determination 138Spain: Straddling the Atlantic 139Kristen's Cookie Co. (A) 140Ophthalmic Consultants of Boston and Dr. Bradford J. Shingleton 141China: "To Get Rich Is Glorious" 142Hans Wilsdorf and Rolex 143Nokia Corp.: Innovation and Efficiency in a High-Growth Global Firm 144Finland and Nokia: Creating the World's Most Competitive Economy 145Singapore Inc. 146The Birth of Modern Macroeconomic Policy: Sweden and the Great Depression 147American Outsourcing 148Collapse in Asia--1997-98 Your CourseTo 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 TuitionUnder 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 WritingOne 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 GuaranteesBecause 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 OutlineIt 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 non-fiction 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 FEESFull fees 249 INSTALMENT TERMS AVAILABLE29 deposit and 39 a month for the following 6 months, making 263 in all.Three Easy Ways To Send Your FeesStart 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 CourseModule 1 Welcome to The Writers BureauYour 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 YouDeciding 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 StyleGetting 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 WritingAvoid 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 WorkHow 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 AspectsCopyright, 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 FillersOpportunities 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 MagazinesSection 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 ArticlesThe 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 WritingThe 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 - in-house magazines - sponsored magazines.Module 13 Writing for Children's and Teenage PublicationsWhat 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 ArticlesWhere 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 WritingWho 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 ReviewsA 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 DeskWhat 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 JournalismDifferent 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 BooksThe 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 PhotographyHow 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: PreparationEveryone 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 PlottingPlan 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 DialogueCreating 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 NovelFinding 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 FictionRecent 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 StoryWhy 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 RadioDoing 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 DramaWhy 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 TelevisionA 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 StagePutting 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. HandbooksPUNCTUATION AND SPELLING Diana NadinThis 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 HoffmanAs 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 TaylorNicola 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.