@book{117365,
	author = {Tuominen, Kari. and Laamanen, Kai.},
	title = {Managing processes in your professional service enterprise :},
	publisher = {Benchmarking Ltd.,},
	year = {2012.},
	series = {Entrepreneurship series},
	address = {[Turku, Finland] :},
	note = {"EFQM 2013/ISO 9001."},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10754655}
}