6Hammer M, Champy J. Reengineering the Corporation: A Manifesto for Business Revolution. New York: Harper Collins Publishers Inc. 1993.6.
7Ovretveit J.Total quality management in european healthcare[J].International Journal of Health Care Quality Assurance,2000,13(2):74-79.
8Stahl R.Healthcare's horizon:From incremental improvement to designing the future[J].Six Sigma Forum Magazine,2003,2(2):17-26.
9Kusters R J,Groot P M A.Modeling resource availability in general hospitals design and implementation of a decision support model[J].European Journal of Operational Research,1996,88 (3):428-445.
10Kotorov R.Customer relationship management:Strategic lessons and future directions[J].Business Process Management Journal,2003,9 (5):28-34.
