1. Applying software process modeling to improve customer support processes. Issue 4 (14th April 2015) Authors: Raninen, Anu; Merikoski, Helena; Ahonen, Jarmo J.; Beecham, Sarah Journal: Journal of software Issue: Volume 27:Issue 4(2015:Apr.) Page Start: 274 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗
2. LAPPI: A light‐weight technique to practical process modeling and improvement target identification. Issue 9 (24th September 2012) Authors: Raninen, Anu; Ahonen, Jarmo J.; Sihvonen, Hanna‐Miina; Savolainen, Paula; Beecham, Sarah Journal: Journal of software Issue: Volume 25:Issue 9(2013) Page Start: 915 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗