TY  - BOOK
AU  - Lientz, Bennet P.
AU  - Rea, Kathryn P.
TI  - Business process improvement: planning and implementation
SN  - 0156099660
U1  - 658 
PY  - 1999///
CY  - New York
PB  - Harcourt brace
KW  - Business process improvement
ER  -