Kerstin Gerke Konstantin Petruch Gerrit Tamm Optimization of Service Delivery through Continual Process Improvement: A Case Study. 94-107 2010 ISSS/BPSC conf/bpsc/2010 db/conf/bpsc/bpsc2010.html#GerkePT10 http://subs.emis.de/LNI/Proceedings/Proceedings177/article6187.html