Appendix B

Additional Reference Materials

Al-Mashari, M., Zahir, I., & Zairi, M. (2001). Holistic business process reengineering: An international empirical survey. Retrieved from

Amer, C. K. (n.d.). Quality cost analysis: Benefits and risks. Retrieved from

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

Arveson, P. (1999). What is balanced scorecard? Retrieved from

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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