Quality management and improvement: A framework and a business-process reference model

Author： Carpinetti Luiz C.R.   Buosi Thiago   Gerólamo Mateus C.  

Publisher： Emerald Group Publishing Ltd

ISSN： 1463-7154

Source： Business Process Management Journal, Vol.9, Iss.4, 2003-08, pp. : 543-554

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