Hígor Ricardo Monteiro Santos, Carina Frota Alves, George Augusto Valença Santos and André Felipe Lemos Santana, “Critical Success Factors of BPM Initiatives in Brazilian Public Organizations,” Proceedings of the 19th International Business Information Management Association (IBIMA), ISBN: 978-0-9821489-8-3, 12-13 Nov. 2012, Barcelona, Spain, p.1806-1816.
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