This chapter will present a goal programming model which simultaneously generates forecasts for the aggregate level and for lower echelons in a multilevel forecasting context. Data from an actual service firm will be used to illustrate and test the proposed model against a standard forecast...

Assessing the impact of a quality improvement intervention on an organization is particularly difficult in a high contact service operation where the intangible service encounter is the unit of output. Frequently, accounting or financial data must be used to evaluate the effectiveness of the...