Harrington, H. J., Esseling, E. K. C., & Nimwegen, H. v. (1997). Business process improvement workbook: Documentation, analysis, design, and management of business process improvement. McGraw-Hill.
Citação norma ChicagoHarrington, H. J., E. K. C. Esseling, and H. van Nimwegen. Business Process Improvement Workbook: Documentation, Analysis, Design, and Management of Business Process Improvement. New York: McGraw-Hill, 1997.
Citação norma MLAHarrington, H. J., et al. Business Process Improvement Workbook: Documentation, Analysis, Design, and Management of Business Process Improvement. McGraw-Hill, 1997.
Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.