TY  - CHAP
TI  - Business Process Quality Management
AF  - Handbook on Business Process Management, Volume I
PP  - Berlin, Heidelberg
SN  - 978-3-642-00415-5
PB  - Springer
SP  - 167
EP  - 186
PY  - 2009-12-01
AU  - Mendling, Jan 
AU  - Reijers, Hajo A. 
AU  - Recker, Jan 
ER -