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Keywords: Service organizations
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2012) 18 (6): 992–1019.
Published: 02 November 2012
... performance indicators (KPIs), and also to understand the issues emerging from the implementation process. Design/methodology/approach Exploratory empirical evidence is provided through four in‐depth case studies of organisations mainly in Singapore. They include a hospital, a public service organisation...
