1Hammer M, Champy J. Reengineering the Corporation: A Manifesto for Business Revolution[M]. London: Nicholas Brealey Publishing, 1993:10 - 28.
2Peppard J, Rowland P. The Essence of Business Process Re - engineering[M]. New York: Prentice Hall Europe, 1995: 20-196.
3Varun- Grover and William J. Keuinger. Business Process Change -Recngineering Concepts, Methods and Technologies[M] . Hershey:IDEA Group publishing, 1995:16 -20.
4Lucantoni DM. New Results on the Single Server with a Batch Markovian Arrival Process[J]. Stochastic Models. 1991, 7(2) :105 - 108.
5Restuccia JD, Paync SMC, Lenhart G, et al Assessing the Appropriateness of Hospital Utilization to Improve Efficiency and Competitive Position [J]. Health Care Management Review, 1987 (12 ) : 17 - 28.