Appendix B

Additional Reference Materials

Al-Mashari, M., Zahir, I., & Zairi, M. (2001). Holistic business process reengineering: An international empirical survey. Retrieved from http://csdl.computer.org/comp/proceedings/hicss/2001/0981/08/09818022.pdf

Amer, C. K. (n.d.). Quality cost analysis: Benefits and risks. Retrieved from http://www.kaner.com/qualcost.htm

Andersen, B. (1999). Business process improvement toolbox. Milwaukee, WI: ASQ Quality Press.

Arveson, P. (1999). What is balanced scorecard? Retrieved from http://www.balancedscorecard.org/basics/bsc1.html

Arvidsson, A. (2008). The ethical economy of customer coproduction. Journal of Macromarketing, 28(4), 326–330.

ASA Quality and Productivity Conference Committee. (1999). Introduction ...

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