@book{TUW-212526, editor = {Winkler, Dietmar and O'Connor, Rory V. and Messnarz, Richard}, title = {Systems, Software and Service Process Improvement: Proceedings of the 19th European EuroSPI Conference, Communication in Computer and Information Science}, publisher = {Springer-Verlag Berlin Heidelberg}, year = {2012}, numpages = {341}, isbn = {978-3-642-31198-7}, doi = {10.1007/978-3-642-31199-4} }