@inproceedings{GerkePetruchTamm2014, author = {Kerstin Gerke and Konstantin Petruch and Gerrit Tamm}, title = {Optimization of Service Delivery through Continual Process Improvement: a Case Study}, booktitle = {40. Jahrestagung der Gesellschaft f{\"u}r Informatik e.V. (GI), Leipzig}, year = {2014}, }