Santos, Hígor Ricardo Monteiro, George Augusto Valença, e Carina Frota Alves. 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. https://seer.unirio.br/isys/article/view/4343.