Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as in manufacturing organisations. Adding a quality smile to the face of the service provider will not solve the problems...

We ask various experts, who produce sales forecasts that can differ from earlier received model-based forecasts, what they do and why they do so. A questionnaire with a range of questions was completed by no less than forty-two such experts who are located in twenty different countries. We...