@book {Malone:2003a, title = {Organizing Business Knowledge: The MIT Process Handbook}, year = {2003}, pages = {x, 619 p. }, publisher = {MIT Press}, organization = {MIT Press}, address = {Cambridge, MA}, keywords = {Process}, isbn = {978-0-262-13429-3 }, author = {Malone, Thomas W. and Kevin Crowston and Herman, George} }