Santos, H. R. M., Valença, G. A., & Alves, C. F. (2015). Strategies for Managing Critical Success Factors of BPM Initiatives in Brazilian Public Organizations: A Qualitative Empirical Study. ISys - Brazilian Journal of Information Systems, 8(1), 42–64. Recuperado de https://seer.unirio.br/isys/article/view/4343