@misc{BirtelLenart2023,
  author    = {Frederick Birtel and Martin Lenart},
  title     = {Verbesserung im Service durch Kennzahlensysteme},
  booktitle = {Service Today},
  volume    = {32},
  number    = {1},
  issn      = {1869-3024},
  institution = {FIR e. V. an der RWTH Aachen},
  type      = {contributiontoperiodical},
  pages     = {48 -- 49},
  year        = {2023},
}