A method and system for managing customer service processes for individual customers and populations of customers. In a specific embodiment within the health care field, a clinician creates or updates a draft care plan for a patient using generic or locally-adapted template metadata and tailors the draft...http://www.google.com.tw/patents/US7020618?utm_source=gb-gplus-share專利 US7020618 - Method and system for customer service process management
