APA Style

Keen, P, G., Knapp, E, M. (1996). Every Manager's Guide to Business Processes: A Glossary of Key Terms & Concepts for Today's Business Leader . USA: Harvard Business School Press.

MLA Style

Keen, Peter, G.W., Knapp, Ellen, M.. "Every Manager's Guide to Business Processes: A Glossary of Key Terms & Concepts for Today's Business Leader". USA: Harvard Business School Press, 1996. Text.