@inproceedings{SAC-2009-RamanathanRG,
	author        = "Jay Ramanathan and Rajiv Ramnath and Randall Glassgow",
	booktitle     = "{Proceedings of the 24th Symposium on Applied Computing}",
	doi           = "10.1145/1529282.1529338",
	editor        = "Sung Y. Shin and Sascha Ossowski",
	isbn          = "978-1-60558-166-8",
	pages         = "259--264",
	publisher     = "{ACM}",
	title         = "{The people, the process or the technology?: Using the ACE framework to make tradeoffs in service delivery improvement}",
	year          = 2009,
}