@inproceedings{peinel:hal-01490909,
  TITLE = {{Business Processes and Standard Operating Procedures: Two Coins with Similar Sides}},
  AUTHOR = {Peinel, Gertraud and Rose, Thomas},
  URL = {https://inria.hal.science/hal-01490909},
  NOTE = {Part 3: Service Design and Improvement},
  BOOKTITLE = {{12th International Conference on Electronic Government (EGOV)}},
  ADDRESS = {Koblenz, Germany},
  EDITOR = {Maria A. Wimmer and Marijn Janssen and Hans J. Scholl},
  PUBLISHER = {{Springer}},
  SERIES = {Electronic Government},
  VOLUME = {LNCS-8074},
  PAGES = {224-236},
  YEAR = {2013},
  MONTH = Sep,
  DOI = {10.1007/978-3-642-40358-3\_19},
  KEYWORDS = {Process Management ; Business Processes ; Standard Operating Procedures ; Emergency Management},
  PDF = {https://inria.hal.science/hal-01490909/file/978-3-642-40358-3_19_Chapter.pdf},
  HAL_ID = {hal-01490909},
  HAL_VERSION = {v1},
}