@book{92912,
	author = {Berman, Paula K.,},
	title = {Successful business process management :},
	publisher = {American Management Association,},
	year = {[2014]},
	address = {New York :},
	note = {Includes index.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10843706}
}