@article{jeong_yoon_2016,  title={IMPROVING IT PROCESS MANAGEMENT THROUGH VALUE STREAM MAPPING APPROACH: A CASE STUDY},  volume={13},  ISSN={1807-1775},  url={https://doi.org/10.4301/S1807-17752016000300002},  DOI={10.4301/S1807-17752016000300002},  number={3},  journal={JISTEM - Journal of Information Systems and Technology Management},  publisher={TECSI Laboratório de Tecnologia e Sistemas de Informação - FEA/USP},  author={Jeong, Bong Keun and Yoon, Tom E.},  year={2016},  month={Sep},  pages={389–404} }