Biography


— Open position: research assistant — (click here)

Professional Experience

  • IESE Business School: Professor of Operations Management since 2004 and Eurest Chair of Service Excellence since 2012 (web)
  • CEIBS (China European International Business School): Visiting Professor since 2010
  • ISEM Fashion Business School: Visiting Professor since 2008
  • KPMG: Director of Business Advisory Services 2008-2011 (part-time)
  • Bain & Company: Manager 1999-2004
  • Independent advisor: Member of the Board, Advisor/Consultant to Companies, and Coach to Executives since 1995

Education

  • Harvard Business School: Executive Education Program on Managing Service Companies and Client Loyalty
  • IESE Business School: General Management Program (PDG)
  • Swiss Federal Institute of Technology (ETH): Doctorate (Dr.-Ing. ETH) in Industrial Engineering and Management
  • Swiss Federal Institute of Technology (ETH): M.Sc. (Diploma) in Chemical Engineering

Teaching

  • Core Operations Management courses: GEMBA, EMBA, Executive Education and Custom Programs
  • Service Excellence: elective courses in 2nd year of MBA and Custom Programs
  • Short Focused Programs participated: Customer orientation and strategies, Relationship quality and capacity, Managing cultural organizations, etc.

Academic Service

  • Founding member of the editorial board of IESE Insight Journal (web)
  • Member of the editorial board of Global Journals
  • Ad-hoc reviewer for leading academic journals and scientific conferences
  • Member of INFORMS, POMS and EurOMA