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vom Brocke, Jan; Schmiedel, Theresa; Simons, Alexander; Schmid, Alexander; Petry, Martin; Baeck, Christoph (2016). From local IT needs to global process transformation: Hilti’s customer service program Business Process Management Journal, 22(3), pp. 594-613. Emerald Group Publishing Limited 10.1108/BPMJ-02-2015-0016
