Martin, K., & Osterling, M. (2013). Metrics-based process mapping: Identifying and eliminating waste in office and service processes. CRC Press.
Chicago Style (17th ed.) CitationMartin, Karen, and Mike Osterling. Metrics-based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes. Boca Raton, FL: CRC Press, 2013.
MLA (9th ed.) CitationMartin, Karen, and Mike Osterling. Metrics-based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes. CRC Press, 2013.
Warning: These citations may not always be 100% accurate.