@article{articlec28c4a67,
title   = {Quality management and improvement: a framework and a business-process reference model},
author = {Carpinetti, Luiz Cesar Ribeiro and Buosi, Thiago and Gerólamo, Mateus Cecílio},
year = {2003},
doi = {10.1108/14637150310484553},
journal   = {Business Process Management Journal}
}