@article{HelbigHelbigKahlaWitzschetal.2009,
  author    = {Matthias Helbig and Silke Helbig and Heike Anette Kahla-Witzsch and Angelika May},
  title     = {Quality management : reduction of waiting time and efficiency enhancement in an ENT-university outpatients' department},
  journal   = {BMC health services research},
  volume    = {9},
  number    = {21},
  pages     = {1 -- 9},
  doi       = {10.1186/1472-6963-9-21},
  year      = {2009},
}