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Operations Strategy Managing Innovation, Design and Creativity, 2nd Edition von Stamm ISBN 978-0-470-51066-7, © 2008 Operations, Strategy, and Technology: Pursuing the Competitive Edge Hayes, Pisano, Upton, Wheelwright ISBN 978-0-471-65579-4, © 2005 Fundamentals of Queueing Theory, 4th Edition Gross, Shortle, Thompson, Harris ISBN 978-0-471-79127-0, © 2008 Soft Systems Methodology in Action Checkland ISBN 978-0-471-98605-8, © 1999

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