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Mast, J., Schippers, W., Does, R., & Van Den Heuvel, E. (2000). Steps and Strategies in Process Improvement. Quality and Reliability Engineering International, 16, 301-311.
https://doi.org/10.1002/1099-1638(200007/08)16:4<301::AID-QRE340>3.0.CO;2-E

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