A further step is the implementation of training and
qualification systems. This means the user will be trained
and tested by software if he can master a certain process
step (acquisition of a certificate of competence).
For a customer and quality orientated system audits as
well as business intelligence (BI) and reporting is helpful
[16]. During this process large amounts of data (e.g., from
CRM, from cost controlling, measurement data) will be collected, systematically analyzed and presented. BI is
used in hospitals to optimize their processes and communication.