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Optimization of Service Delivery through Continual Process Improvement: A Case Study

Kerstin Gerke, Konstantin Petruch, Gerrit Tamm. Optimization of Service Delivery through Continual Process Improvement: A Case Study. In Witold Abramowicz, Rainer Alt, Klaus-Peter Fähnrich, Bogdan Franczyk, Leszek A. Maciaszek, editors, INFORMATIK 2010 - Business Process and Service Science - Proceedings of ISSS and BPSC, September 27 - October 1, 2010 in Leipzig, Germany. Volume 177 of LNI, pages 94-107, GI, 2010.

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