6.0 References 
!Roger Hayen - SAP -Enterprise Software Central Michigan University, and SAP 
America,Inc 
2Tim Sieber, Keng Siau, Fiona Nah, Michelle Siber-Implementing SAP R/3 at Universty 
ofNebraska. 
3
.Bendell, Boulter and Kelly (1993) 'Benchmarking for Competitive Advantage'' 
FT/Pitman Publishing. 
Bal J (1998) 'Process analysis tools for process improvement' The TQM Magazine 
10,5 342-354. 
Cheung Y and Bal J (1998) 'Process analysis techniques and tools for improvement', 
Business Process Management Journal 4,4 274-290. 
Collins, P. (1997) 'Usingprocess mapping as a quality tool' Management Services 
Vol.41 No. 3 pp 24-26. 
Bendell, Boulter and Kelly (1993) 'Benchmarking for Competitive Advantage.' 
FT/Pitman Publishing. 
Hunt, V. Daniel (1996) 'Process mapping. How to reengineer your business 
processes' John Wiley and Sons. 
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