Implementation of a strategic planning process oriented towards promoting business process management (BPM) at a clinical research centre (CRC) - Rentes, Victor Cattani; Pádua, Silvia Inês Dallavalle de; Coelho, Eduardo Barbosa; Cintra, Monica Akissue de Camargo Teixeira; Ilana, Gabriela Gimenez Faustino; Rozenfeld, Henrique (Business Process Management Journal, 2019)