Alejandro
Lago

Professor of Operations, Information and Technology

• Doctor of Philosophy in Engineering, University of California at Berkeley
• Master of Science (Engineering), University of California at Berkeley
• Degree in Civil Engineering, Universitat Politécnica de Catalunya

Alejandro Lago is Professor in the Operations, Information and Technology Department at IESE Business School. He holds a Ph.D. in Engineering from the University of California at Berkeley, where he was distinguished as a Gordon F. Newell Fellow. He also holds a degree in civil engineering from the Universitat Politécnica de Catalunya and has completed a Program for Management Development at IESE Business School.

Dr. Lago's interests focus on the management of complex operations systems, both for manufacturing and services environment. Early in his career, his research focused on the optimization of large transport and distribution systems, and the design and operations of logistics partnerships. Currently his research interest has gradually shifted to the design of service systems, with a focus on studying the involvement of both suppliers and customers in the operations through the use of new technologies.

Since 2007, Dr. Lago has been a visiting professor at Strathmore Business School (Nairobi, Kenya) and has been involved in several consulting projects in East Africa. He is the Co-Director of the IESE Africa Initiative and the Academic Director of the IESE MBA Module in Kenya on ?Doing Business in Africa?.

Dr. Lago sits on the advisory board of Strathmore Business School as well as Lagos Business School.

Before joining IESE, he worked as a researcher for the French Commissariat for Atomic Energy (CEA) and Institute for Transportation Studies (ITS). He has also extensive experience as a senior consultant in the area of operations and service management, having worked for large industrial and retail firms, airlines and airport authorities, and lately for banks and insurance companies, among others.

Areas of interest.

• Logistics, Supply Chain Management
• Service Operations Management
• Operations strategy

Publications

Journal Articles (refereed)

AMORIM, M., LAGO, A., MOSCOSO, P., PRIETO, E. (2016). Assisted vs. Self-Checkout in Retail: An Empirical Analysis of the Impact of Operational Process Dimensions on Customer Satisfaction, Recommendation and Reuse. Journal of Service Science Research, 8 (1), 1 - 39. doi:10.1007/s12927-016-0001-z. MOSCOSO, P., LAGO, A. (2016). Investing in Supply Chain Flexibility: A Design Framework. Journal of Advanced Management Science, 4 (3), 271 - 275. doi:10.12720/joams.4.3.271-275. AMORIM, M., MOSCOSO, P., LAGO, A. (2015). Customer Participation in Services: A Framework for Process Design. International Journal of Qualitative Research in Services, 2 (1), 47 - 61. doi:10.1504/IJQRS.2015.069781.

Working Papers

JANÉ, J., LAGO, A., ARIÑO, A. (2005). Measuring the performance of international logistics outsourcing partnerships: A dyadic perspective analysis (DI-608-E).

Proceedings

MOSCOSO, P., LAGO, A. (2012). Enriching supply chain capabilities in consumer goods business. from cost and speed to agility and adaptability. Proceedings of the 4th P&OM World Conference. 1-5 July 2012, Amsterdam (pp. 1 - 10). AMORIM, M., LAGO, A., MOSCOSO, P. (2012). Exploring the influence of process design for customer perceived quality. Proceedings of the 4th P&OM World Conference. 1-5 July 2012, Amsterdam (pp. 1 - 10). LAGO, A., MOSCOSO, P., CASTRO, M. (2008). A framework for assessing the impacts of customer contributions in service delivery. Proceedings of the 3rd P&OM World Conference. August 5-8, 2008, Tokyo (pp. 2002 - 2016).

Outreach Articles

SABRIÀ, F., LAGO, A., KRAWCHUCK, F. (2021). Lessons from 9/11: Operations in times of crisis. IESE Business School Insight (159), pp. 60-69. SABRIÀ, F., LAGO, A., KRAWCHUK, F. (2021). Lecciones del 11 de septiembre: operaciones en tiempos de crisis. IESE Business School Insight (159), pp. 60-69. AURICCHIO, G., KÁGANER, E., LAGO, A. (2020). The Servitization challenge. BizEd Magazine, pp. 1-5.

Books

MOSCOSO, P., LAGO, A. (2017). Operations Management For Executives: Realize The Full Potential Of Your Company. Boston: McGraw Hill. MOSCOSO, P., LAGO, A. (2015). Gestión de operaciones para directivos. Destapa el pleno potencial de tu empresa. Boston: McGraw Hill.

Book Chapters

LAGO, A., MARTÍNEZ DE ALBÉNIZ, V., MOSCOSO, P., VALL, A. (2016). The Role of Quick Response in Accelerating Sales of Fashion Goods. In Tsan-Ming Choi (Ed.), Analytical Modeling Research in Fashion Business (pp. 51 - 78). Berlin: Springer. MOSCOSO, P., LAGO, A. (2011). A service perspective of cultural entities and their customers. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 191 - 212). Basingstoke [England]: Palgrave Macmillan. MOSCOSO, P., LAGO, A. (2011). The 'la Caixa' Foundation: Art exhibitions. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 182 - 190). Basingstoke [England]: Palgrave Macmillan.

Studies

JANÉ, J., LAGO, A., D'SOUZA, B. (2008). The effectiveness of logistics alliances. European research on the performance measurement and contractual success factors in logistics partnerships. LAGO, A., DAGANZO, C. F. (2003). A network model of departure time choice with spillovers and merging effects. Part I: Building block.

Cases

VALOR SABATIER, J., ZAMORA, J., LAGO, A., SASTRE BOQUET, I. (2024). En la nube: migrar para salvaguardar las operaciones de TI de PrivatBank durante la guerra en Ucrania. IESE, OIT-49. VALOR SABATIER, J., ZAMORA, J., LAGO, A., SASTRE BOQUET, I. (2024). A Path through the Cloud: Saving PrivatBank's IT Operations during the War in Ukraine. IESE, OIT-49-E. GKEREDAKIS, M., LAGO, A. (2024). Arbolus: Making human knowledge digital. IESE, OIT-40-E.

Technical Notes

BERWART, A., LAGO A., A. (2020). African Markets and Consumers. IESE, PN-509-E. MOSCOSO, P., LAGO, A. (2015). Quality Management, Lean Management and Continuous Improvement. IESE, PN-497-E. MOSCOSO, P., LAGO, A. (2015). Procurement and Outsourcing. IESE, PN-499-E.

Outputs in other media

MOSCOSO, P., LAGO, A. (2016). 5 Estrategias para Innovar en Operaciones. América Economía. LAGO, A. (2014). Doing Business In Sub-Saharan Africa: Six Aspects To Consider. Forbes. LAGO, A. (2010). Cuando el volcán ruge demasiado a menudo. La crisis aérea. El Mundo, Madrid.