BibTeX record: journals/ibmsj/HickeyS08

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@article{DBLP:journals/ibmsj/HickeyS08,
  author    = {Jabe Hickey and
               Jane Siegel},
  title     = {Improving service delivery through integrated quality initiatives:
               {A} case study},
  journal   = {{IBM} Systems Journal},
  year      = {2008},
  volume    = {47},
  number    = {1},
  pages     = {167--178},
  url       = {http://dx.doi.org/10.1147/sj.471.0167},
  doi       = {10.1147/sj.471.0167},
  timestamp = {Wed, 22 Oct 2014 16:13:53 +0200},
  biburl    = {http://dblp.uni-trier.de/rec/bib/journals/ibmsj/HickeyS08},
  bibsource = {dblp computer science bibliography, http://dblp.org}
}