Peter Osadsky, Amit Garg, Bogdan Nitu, Oliver Schneider, Stefan Schleyer. Improving Service Operation Performance by a Cross-Industry Reference Model. In Jan Olhager, Fredrik Persson, editors, Advances in Production Management Systems, International IFIP TC 5, WG 5.7 Conference on Advances in Production Management Systems (APMS 2007), September 17-19, Linköping, Sweden. Volume 246 of IFIP, pages 397-404, Springer, 2007. [doi]
Abstract is missing.