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Books

Root Cause Analysis and Improvement in the Healthcare Sector - Bj?rn Andersen, Tom Fagerhaug, and Marti Beltz (2010)
The Public Health Memory Jogger II - GOAL/QPC and The Public Health Foundation (2007)
Customer-Driven Operations Management - Ahoy, Christopher K. (2009)
On Becoming Exceptional - Sister Mary Jean Ryan, FSM (2007)
Manual de Centros de Atencion al Cliente - Garry Schultz (2007)
High Performance Healthcare - Hoffer Gittell, Jody (2009)

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Standards

IWA-1:2005 Quality management systems: Guidelines for process improvements in health service organizations - (28-Jul-06)
Quality management — Guidelines for quality plans (e-standard) - (16-Jun-06)
Quality management — Guidelines for quality management in projects - (05-Jun-06)
Quality management — Guidelines for quality plans - (05-Jun-06)

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Articles

Don't Just Talk the Talk - Adrian, Nicole (01-Jul-09)
In a Perfect World - Krzykowski, Brett (01-Jun-09)
Integrating Quality, Safety and Risk to Improve Performance - Toney, James. M., Jr.; Sandor-Scoma, Rodica (20-May-09)
Understanding Patient Needs: The Key to Improving Service - Pauley, Judith Ann; Pauley, Joseph F. (18-May-09)
Narrow Healthcare's Quality Chasm - Denney, William; St. John, Cynthia; Youngblood, Liz (01-May-09)
Back in Circulation - Vincent, Chad (01-Mar-09)

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Journals

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