<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0012-7353</journal-id>
<journal-title><![CDATA[DYNA]]></journal-title>
<abbrev-journal-title><![CDATA[Dyna rev.fac.nac.minas]]></abbrev-journal-title>
<issn>0012-7353</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional de Colombia]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0012-73532022000400019</article-id>
<article-id pub-id-type="doi">10.15446/dyna.v89n223.100885</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[The analysis of macro processes of the cashier service in a supermarket organization: a case study of quality management and simulation]]></article-title>
<article-title xml:lang="es"><![CDATA[El análisis de macroprocesos del servicio de caja en una organización de supermercados: un caso de estudio de gestión de calidad y simulación]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Alves de Melo]]></surname>
<given-names><![CDATA[Gustavo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Mendonça Peixoto]]></surname>
<given-names><![CDATA[Maria Gabriela]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Barbosa]]></surname>
<given-names><![CDATA[Samuel Borges]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Angélico de Mendonça]]></surname>
<given-names><![CDATA[Maria Cristina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Federal University of Lavras Department of Business and Economics ]]></institution>
<addr-line><![CDATA[Lavras Minas Gerais]]></addr-line>
<country>Brazil</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Federal University of Viçosa Institute of Exact Sciences and Technology ]]></institution>
<addr-line><![CDATA[Rio Paranaíba Minas Gerais]]></addr-line>
<country>Brazil</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,University of Uberlândia  ]]></institution>
<addr-line><![CDATA[Uberlândia Minas Gerais]]></addr-line>
<country>Brazil</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Federal University of Lavras  ]]></institution>
<addr-line><![CDATA[Lavras Minas Gerais]]></addr-line>
<country>Brazil</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2022</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2022</year>
</pub-date>
<volume>89</volume>
<numero>223</numero>
<fpage>19</fpage>
<lpage>26</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0012-73532022000400019&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0012-73532022000400019&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0012-73532022000400019&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This paper aimed to optimize the cashier service macroprocess in a supermarket located in the Alto Paranaiba. Decision-making tools were applied, such as brainstorming, process mapping, Ishikawa diagram and PDCA cycle. The simulation type was based on the M/M/1 model, in the context of Queuing Theory. Thus, factors such as customer satisfaction and increased productivity were sought through systematic control and continuous improvement of the cashiers' service macroprocess. Finally, the alignment carried out between the PDCA cycle and the Routine Management brought an effective contribution, represented by the standardization of the macroprocess, by the construction of Standard Operating Procedures (SOPs).]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Este trabajo tuvo como objetivo optimizar el macroproceso del servicio de caja en un supermercado ubicado en el Alto Paranaiba. Se aplicaron herramientas para la toma de decisiones como lluvia de ideas, mapeo de procesos, diagrama de Ishikawa y ciclo PDCA. El tipo de simulación se basó en el modelo M/M/1, en el contexto de la Teoría de Colas. Así, se buscó factores como la satisfacción del cliente y el aumento de la productividad a través del control sistemático y la mejora continua del macroproceso de atención de los cajeros. Finalmente, el alineamiento realizado entre el ciclo PDCA y la Gestión Rutinaria trajo un aporte efectivo, representado por la estandarización del macroproceso, por la construcción de Procedimientos Operativos Estándar (POE).]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[quality management]]></kwd>
<kwd lng="en"><![CDATA[process management]]></kwd>
<kwd lng="en"><![CDATA[routine management]]></kwd>
<kwd lng="en"><![CDATA[supermarket chain]]></kwd>
<kwd lng="es"><![CDATA[gestión de la calidad]]></kwd>
<kwd lng="es"><![CDATA[gestión de proceso]]></kwd>
<kwd lng="es"><![CDATA[gestión de rutinas]]></kwd>
<kwd lng="es"><![CDATA[cadena de supermercados]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<label>[1]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Fernie]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Sparks]]></surname>
<given-names><![CDATA[L]]></given-names>
</name>
</person-group>
<source><![CDATA[Logistics and retail management: emerging issues and new challenges in the retail supply chain]]></source>
<year>2018</year>
<publisher-name><![CDATA[Kogan page publishers]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B2">
<label>[2]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Da Rocha]]></surname>
<given-names><![CDATA[A.L.S]]></given-names>
</name>
<name>
<surname><![CDATA[de Oliveira]]></surname>
<given-names><![CDATA[M.B]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Statistical quality control in a supermarket chain of rio grande do norte, Brazil]]></article-title>
<source><![CDATA[Revista Produção e Desenvolvimento]]></source>
<year>2019</year>
<numero>PP</numero>
<issue>PP</issue>
<page-range>1-17</page-range></nlm-citation>
</ref>
<ref id="B3">
<label>[3]</label><nlm-citation citation-type="confpro">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Valeeva]]></surname>
<given-names><![CDATA[J.S]]></given-names>
</name>
<name>
<surname><![CDATA[Gatina]]></surname>
<given-names><![CDATA[E.A]]></given-names>
</name>
<name>
<surname><![CDATA[Tarenko]]></surname>
<given-names><![CDATA[L.B]]></given-names>
</name>
<name>
<surname><![CDATA[Fedorova]]></surname>
<given-names><![CDATA[O.V]]></given-names>
</name>
<name>
<surname><![CDATA[&#536;argu]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
</person-group>
<source><![CDATA[Organization and planning of implementation of managerial innovations in the management system of retail]]></source>
<year>2020</year>
<conf-name><![CDATA[ Proceedings of the International Conference Digital Age: Traditions, Modernity and Innovations (ICDATMI 2020)]]></conf-name>
<conf-loc> </conf-loc>
<page-range>343-52</page-range><publisher-name><![CDATA[Atlantis Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B4">
<label>[4]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Das Nair]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The implications for suppliers of the spread of supermarkets in southern Africa]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Ziba]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
</person-group>
<source><![CDATA[Development Southern Africa]]></source>
<year>2018</year>
<volume>35</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>334-50</page-range></nlm-citation>
</ref>
<ref id="B5">
<label>[5]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[De Melo]]></surname>
<given-names><![CDATA[F.L.N.B.]]></given-names>
</name>
<name>
<surname><![CDATA[Sampaio]]></surname>
<given-names><![CDATA[R.M.B]]></given-names>
</name>
<name>
<surname><![CDATA[Sampaio]]></surname>
<given-names><![CDATA[L.M.B]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Efficiency, productivity gains, and the size of Brazilian supermarkets]]></article-title>
<source><![CDATA[International Journal of Production Economics]]></source>
<year>2018</year>
<numero>197</numero>
<issue>197</issue>
<page-range>99-111</page-range></nlm-citation>
</ref>
<ref id="B6">
<label>[6]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Phiri]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Ziba]]></surname>
<given-names><![CDATA[F]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Expansion of regional supermarkets in Zambia: finding common ground with local suppliers]]></article-title>
<source><![CDATA[Value Chains in Sub-Saharan Africa]]></source>
<year>2019</year>
<page-range>43-58</page-range><publisher-loc><![CDATA[Cham ]]></publisher-loc>
<publisher-name><![CDATA[Springer]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B7">
<label>[7]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Campos]]></surname>
<given-names><![CDATA[D.F.]]></given-names>
</name>
<name>
<surname><![CDATA[de Andrade Lima]]></surname>
<given-names><![CDATA[Jr. J.T.]]></given-names>
</name>
<name>
<surname><![CDATA[da Silva]]></surname>
<given-names><![CDATA[A.B.]]></given-names>
</name>
<name>
<surname><![CDATA[Fernandes]]></surname>
<given-names><![CDATA[A.J]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Professional competencies in supply chain management in the mid-sized supermarket sector in Brazil]]></article-title>
<source><![CDATA[Supply Chain Management: An International Journal]]></source>
<year>2019</year>
<volume>24</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>405-16</page-range></nlm-citation>
</ref>
<ref id="B8">
<label>[8]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Dahlgaard-Park]]></surname>
<given-names><![CDATA[S.M.]]></given-names>
</name>
<name>
<surname><![CDATA[Reyes]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Chen]]></surname>
<given-names><![CDATA[C.K]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The evolution and convergence of total quality management and management theories]]></article-title>
<source><![CDATA[Total Quality Management &amp; Business Excellence]]></source>
<year>2018</year>
<volume>29</volume>
<numero>9-10</numero>
<issue>9-10</issue>
<page-range>1108-28</page-range></nlm-citation>
</ref>
<ref id="B9">
<label>[9]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Abd-Elwahed]]></surname>
<given-names><![CDATA[M.S.]]></given-names>
</name>
<name>
<surname><![CDATA[El-Baz]]></surname>
<given-names><![CDATA[M.A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Impact of implementation of total quality management: an assessment of the Saudi industry]]></article-title>
<source><![CDATA[South African Journal of Industrial Engineering]]></source>
<year>2018</year>
<volume>29</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>97-107</page-range></nlm-citation>
</ref>
<ref id="B10">
<label>[10]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pambreni]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Khatibi]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Azam]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Tham]]></surname>
<given-names><![CDATA[J.J.M.S.L]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The influence of total quality management toward organization performance]]></article-title>
<source><![CDATA[Management Science Letters]]></source>
<year>2019</year>
<volume>9</volume>
<numero>9</numero>
<issue>9</issue>
<page-range>1397-406</page-range></nlm-citation>
</ref>
<ref id="B11">
<label>[11]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Maylor]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Turner]]></surname>
<given-names><![CDATA[N]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Understand, reduce, respond: project complexity management theory and practice]]></article-title>
<source><![CDATA[International Journal of Operations &amp; Production Management]]></source>
<year>2017</year>
<volume>37</volume>
<numero>8</numero>
<issue>8</issue>
<page-range>1076-93</page-range></nlm-citation>
</ref>
<ref id="B12">
<label>[12]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Prasad]]></surname>
<given-names><![CDATA[L.M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Principles and practice of management]]></article-title>
<source><![CDATA[Sultan Chand &amp; Sons]]></source>
<year>2020</year>
</nlm-citation>
</ref>
<ref id="B13">
<label>[13]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Shishvan]]></surname>
<given-names><![CDATA[M.S.]]></given-names>
</name>
<name>
<surname><![CDATA[Benndorf]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Simulation-based optimization approach for material dispatching in continuous mining systems]]></article-title>
<source><![CDATA[European Journal of Operational Research]]></source>
<year>2019</year>
<volume>3</volume>
<numero>275</numero>
<issue>275</issue>
<page-range>1108-25</page-range></nlm-citation>
</ref>
<ref id="B14">
<label>[14]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeigler]]></surname>
<given-names><![CDATA[B.P.]]></given-names>
</name>
<name>
<surname><![CDATA[Muzy]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Kofman]]></surname>
<given-names><![CDATA[E]]></given-names>
</name>
</person-group>
<source><![CDATA[Theory of modeling and simulation: discrete event &amp; iterative system computational foundations]]></source>
<year>2018</year>
<publisher-name><![CDATA[Academic press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B15">
<label>[15]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Memon]]></surname>
<given-names><![CDATA[R.A.]]></given-names>
</name>
<name>
<surname><![CDATA[Li]]></surname>
<given-names><![CDATA[J.P.]]></given-names>
</name>
<name>
<surname><![CDATA[Ahmed]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Simulation model for blockchain systems using queuing theory]]></article-title>
<source><![CDATA[Electronics]]></source>
<year>2019</year>
<volume>8</volume>
<numero>2</numero>
<issue>2</issue>
</nlm-citation>
</ref>
<ref id="B16">
<label>[16]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ansoff]]></surname>
<given-names><![CDATA[H.I.]]></given-names>
</name>
<name>
<surname><![CDATA[Kipley]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Lewis]]></surname>
<given-names><![CDATA[A.O.]]></given-names>
</name>
<name>
<surname><![CDATA[Helm-Stevens]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Ansoff]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
</person-group>
<source><![CDATA[Implanting strategic management]]></source>
<year>2018</year>
<publisher-name><![CDATA[Springer]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B17">
<label>[17]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Barnes]]></surname>
<given-names><![CDATA[D]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Operations management]]></article-title>
<source><![CDATA[Macmillan International Higher Education]]></source>
<year>2018</year>
</nlm-citation>
</ref>
<ref id="B18">
<label>[18]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bellisario]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Pavlov]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Performance management practices in lean manufacturing organizations: a systematic review of research evidence]]></article-title>
<source><![CDATA[Production Planning &amp; Control]]></source>
<year>2018</year>
<volume>29</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>367-85</page-range></nlm-citation>
</ref>
<ref id="B19">
<label>[19]</label><nlm-citation citation-type="">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Duggan]]></surname>
<given-names><![CDATA[K.J]]></given-names>
</name>
</person-group>
<source><![CDATA[Lean Production simplified: a plain-language guide to the world's most powerful production system]]></source>
<year>2019</year>
</nlm-citation>
</ref>
<ref id="B20">
<label>[20]</label><nlm-citation citation-type="confpro">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zilberova]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[Petrov]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Artsishevsky]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<source><![CDATA[Actual problems of management quality control of a construction company]]></source>
<year>2020</year>
<conf-name><![CDATA[ IOP Conference Series: Materials Science and Engineering. IOP Publishing. Art. 042020]]></conf-name>
<conf-loc> </conf-loc>
</nlm-citation>
</ref>
<ref id="B21">
<label>[21]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Dawabsheh]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Hussein]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Jermsittiparsert]]></surname>
<given-names><![CDATA[K]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Retracted: the triangular relationship between TQM, organizational excellence and organizational performance: a case of Arab American University Palestine]]></article-title>
<source><![CDATA[Management Science Letters]]></source>
<year>2019</year>
<volume>9</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>921-32</page-range></nlm-citation>
</ref>
<ref id="B22">
<label>[22]</label><nlm-citation citation-type="confpro">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lugaresi]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
<name>
<surname><![CDATA[Matta]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<source><![CDATA[Real-time simulation in manufacturing systems: challenges and research directions]]></source>
<year>2018</year>
<conf-name><![CDATA[ Winter Simulation Conference (WSC)]]></conf-name>
<conf-date>2018</conf-date>
<conf-loc> </conf-loc>
<page-range>3319-30</page-range><publisher-name><![CDATA[IEEE]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B23">
<label>[23]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morris]]></surname>
<given-names><![CDATA[T.P.]]></given-names>
</name>
<name>
<surname><![CDATA[White]]></surname>
<given-names><![CDATA[I.R.]]></given-names>
</name>
<name>
<surname><![CDATA[Crowther]]></surname>
<given-names><![CDATA[M.J]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Using simulation studies to evaluate statistical methods]]></article-title>
<source><![CDATA[Statistics in Medicine]]></source>
<year>2019</year>
<volume>38</volume>
<numero>11</numero>
<issue>11</issue>
<page-range>2074-102</page-range></nlm-citation>
</ref>
<ref id="B24">
<label>[24]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vom Brocke]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Mendling]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<source><![CDATA[Business process management cases, Digital Innovation and Business Transformation in Practice]]></source>
<year>2018</year>
<publisher-loc><![CDATA[Berlin ]]></publisher-loc>
<publisher-name><![CDATA[Springer]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B25">
<label>[25]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Srinivas]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Nazareth]]></surname>
<given-names><![CDATA[R.P.]]></given-names>
</name>
<name>
<surname><![CDATA[Shoriat]]></surname>
<given-names><![CDATA[U.M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Modeling and analysis of business process reengineering strategies for improving emergency department efficiency]]></article-title>
<source><![CDATA[Simulation]]></source>
<year>2021</year>
<volume>97</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>3-18</page-range></nlm-citation>
</ref>
<ref id="B26">
<label>[26]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Marriott]]></surname>
<given-names><![CDATA[R.D]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Process mapping - the foundation for effective quality improvement]]></article-title>
<source><![CDATA[Current Problems in Pediatric and Adolescent Health Care]]></source>
<year>2018</year>
<volume>48</volume>
<numero>7</numero>
<issue>7</issue>
<page-range>177-81</page-range></nlm-citation>
</ref>
<ref id="B27">
<label>[27]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Dequiedt]]></surname>
<given-names><![CDATA[V]]></given-names>
</name>
</person-group>
<source><![CDATA[Product quality in developing countries agrifood supply chains: a survey of theory,]]></source>
<year>2018</year>
<publisher-loc><![CDATA[France ]]></publisher-loc>
<publisher-name><![CDATA[Universite Clermont Auvergne, CNRS, IRD, CERDI]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B28">
<label>[28]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Baviera-Puig]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Baviera]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Buitrago-Vera]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Escribá-Pérez]]></surname>
<given-names><![CDATA[C]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Internal benchmarking in retailing with DEA and GIS: the case of a loyalty-oriented supermarket chain]]></article-title>
<source><![CDATA[Journal of Business Economics and Management]]></source>
<year>2020</year>
<volume>21</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>1035-57</page-range></nlm-citation>
</ref>
<ref id="B29">
<label>[29]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Deepak]]></surname>
<given-names><![CDATA[R.K.A.]]></given-names>
</name>
<name>
<surname><![CDATA[Jeyakumar]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
</person-group>
<source><![CDATA[Marketing management]]></source>
<year>2019</year>
<publisher-name><![CDATA[Educreation Publishing]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B30">
<label>[30]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Das Nair]]></surname>
<given-names><![CDATA[R]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The &#8220;supermarket revolution&#8221; in the South]]></article-title>
<source><![CDATA[Handbook on Urban Food Security in the Global South]]></source>
<year>2020</year>
<publisher-name><![CDATA[Edward Elgar Publishing]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B31">
<label>[31]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Adams]]></surname>
<given-names><![CDATA[K.A.]]></given-names>
</name>
<name>
<surname><![CDATA[Lawrence]]></surname>
<given-names><![CDATA[E.K]]></given-names>
</name>
</person-group>
<source><![CDATA[Research methods, statistics, and applications]]></source>
<year>2018</year>
<publisher-name><![CDATA[Sage Publications]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B32">
<label>[32]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hennink]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Hutter]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[Bailey]]></surname>
<given-names><![CDATA[A]]></given-names>
</name>
</person-group>
<source><![CDATA[Qualitative research methods,]]></source>
<year>2020</year>
<publisher-name><![CDATA[Sage]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B33">
<label>[33]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[D&#378;wigo&#322;]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[D&#378;wigo&#322;-Barosz]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Scientific research methodology in management sciences]]></article-title>
<source><![CDATA[Financial and credit activity: problems of theory and practice]]></source>
<year>2018</year>
<numero>2</numero>
<issue>2</issue>
<page-range>424-37</page-range></nlm-citation>
</ref>
<ref id="B34">
<label>[34]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Al-Samarraie]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Hurmuzan]]></surname>
<given-names><![CDATA[S]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A review of brainstorming techniques in higher education]]></article-title>
<source><![CDATA[Thinking Skills and Creativity]]></source>
<year>2018</year>
<numero>27</numero>
<issue>27</issue>
<page-range>78-91</page-range></nlm-citation>
</ref>
<ref id="B35">
<label>[35]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Paulus]]></surname>
<given-names><![CDATA[P.B.]]></given-names>
</name>
<name>
<surname><![CDATA[Kenworthy]]></surname>
<given-names><![CDATA[J.B]]></given-names>
</name>
</person-group>
<source><![CDATA[Effective brainstorming]]></source>
<year>2019</year>
<publisher-name><![CDATA[The Oxford Handbook of Group Creativity and Innovation]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B36">
<label>[36]</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Angouri]]></surname>
<given-names><![CDATA[J]]></given-names>
</name>
</person-group>
<source><![CDATA[Quantitative, qualitative, mixed or holistic research? Combining methods in linguistic research]]></source>
<year>2018</year>
<publisher-loc><![CDATA[Bloomsbury Publishing, London, U.K ]]></publisher-loc>
<publisher-name><![CDATA[Research methods in linguistics]]></publisher-name>
</nlm-citation>
</ref>
</ref-list>
</back>
</article>
