1Baptist Hospital, Inc. 2003. Baldrige Award Application. Pensaco- la, FL: BHI. Bohmer, R. , A. C. Edmondson, and L. R.
2Feldman. 2003. "Intermountain Health Care. " HBS Case9 -603 - 066. Cambridge, MA : Harvard Business School Publishing.
3Catholic Health Association. 2001. Community Benefit Program. St. Louis MO: CHA. Also see http://www, chausa, org/RE- SOURCE/COMMBENEFITPROGPROMO. ASP. Dominican Hos- pital. 2003. Baldrige Award.
4Application. Santa Cruz, CA: DominicanHospital.
5Friedman, P. 2004. Personal interview, Sep- tember 3.
6Griffith, J. R. 1998. Designing21st Century Heahhcare. Chica- go: Health Administration Press.
7Griffith, J. R. , V. K. Sahney, and R. A. Mohr. 1995. Reengi- neefing Healthcare. Chicago: Health Administration Press.
8Griffith, J. R. , and K. R. White. 2002. The Well - Managed Healthcare Organization, 5th edition. Chicago: Health Administra- tion Press.
92003. Thinking Forward: Six Strategies for Highly Successful Or- ganizations. Chicago: Health Administration Press.
10[ Heskett, J. , W. E. Sasser, and L. Schlesinger. 1997. The Serv- ice Profit Chain. New York: The Free Press.
