Philip
Moscoso

Professor of Operations, Information and Technology

Eurest Chair of Excellence in Services

•  Ph.D in Industrial Engineering and Management, ETH Zurich
•  M.Sc. in Chemical Engineering, ETH Zurich

Philip Moscoso is the Associate Dean for Academic Affairs and Innovation at IESE Business School. He is the Eurest Chair of Excellence in Services and is full professor in the Department of Operations, Information and Technology. Philip has completed a Service Management Program at Harvard Business School, a General Management Program (PDG) at IESE, and received his M.Sc. and Doctorate in Industrial Engineering and Management from the Swiss Federal Institute of Technology (ETH) in Zurich.

At IESE, Prof. Moscoso teaches executives in both open enrolment programs as well as in-company programs, and to master students in the different MBA programs of the school. Furthermore, Philip is the academic director of several programs at IESE, and since many years he is a Visiting Professor at the Chinese business school CEIBS and at the fashion business school ISEM.

His research analyses how operations excellence and innovation can generate competitive advantage for companies, with a particular attention to service and consumer product companies. Over the years, he has had the opportunity to develop his areas of interest through teaching, research projects and consulting work. Philip has published more than 40 articles in international journals, such as Ergonomics, Journal of Engineering Design or Production Planning & Control, in conference proceedings and in business newspapers. He has also authored more tan 30 teaching cases and technical notes, as well as two books on operations management.

Professor Moscoso complements his scholarly work with advisory services to companies. He has worked for international consultancies as Bain & Co. and KPMG, and for over 25 years has advised clients from different industries on issues as strategy, organization, or performance and service improvement.

Areas of interest.

* Operations Management as a source of competitive advantage
* Service excellence and innovation
* Project management

Publications

Journal Articles (refereed)

ALFARO-TANCO, J. A., AVELLA, L., MOSCOSO, P., NÄSLUND, D. (2021). An Evaluation framework for the dual contribution of action research. Opportunities and challenges in the field of operations management. International Journal of Qualitative Methods, 20, 1-16. doi:10.1177/16094069211017636. 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. FLORES ALONSO, J. E., BOADA, P., MOSCOSO, P. (2014). An Empirical Analysis of Sell-through in a Fashion Setting. International Journal of Supply Chain Management, 3 (4), 13 - 22. MOSCOSO, P., FRANSOO, J. C., FISCHER, D. (2010). An Empirical Study on Reducing Planning Instability in Hierarchical Planning Systems. Production Planning & Control, 21 (4), 413 - 426. doi:10.1080/09537280903454172. MOSCOSO, P. (2007). A Design-Oriented Framework for Modelling Production Management Systems. Journal of Engineering Design, 18 (6), 599 - 616. doi:10.1080/09544820601024313. MOSCOSO, P. (2006). Innovar en operaciones, fuente de ventaja competitiva. Universia Business Review (11), 62 - 73. MOSCOSO, P., WAEFLER, T., WINDISCHER, A. (1999). A Modelling Framework for Complementary Design of Production Planning and Control Systems. Ergonomics, 42 (11), 1492 - 1506. doi:10.1080/001401399184848.

Proceedings

ALFARO, J. A., AVELLA, L., MOSCOSO, P., NÄSLUND, D. (2019). Action research in operations management: an analysis of its contribution to research and managerial practice. EurOMA proceedings (pp. 166 - 176). European Operations Management Association . 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).

Articles in other publications

MOSCOSO, P. (2021). Gestión de cadenas de suministro en un mundo que ya no es plano. IESE Business School Insight (158), pp. 56-63. MOSCOSO, P. (2021). Managing supply chains in a world that is no longer flat. IESE Business School Insight (158), pp. 56-63. MOSCOSO, P., LAGO, A. (2016). Cinco estrategias para innovar en operaciones. Gestión de operaciones para directivos. Revista de Antiguos Alumnos (142), pp. 26 - 29. MOSCOSO, P., LAGO, A. (2016). Five Strategies for Innovative Operations. Alumni Magazine (142), pp. 22 - 25. MOSCOSO, P., LAGO, A., RODRÍGUEZ-LLUESMA, C. (2013). Uma abordagem de operações mais humanista. Administradores, pp. 32 - 33.

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. MOSCOSO, P. (2004). Integrales Management der Produktion. Eine praktische Anleitung zur Gestaltung von Managementsystemen. Berlin: Wissenschaftlicher Verlag Berlin).

Book Chapters

MOSCOSO, P., SEAGER, P. (2017). Operations Management: Not Just What You Do, But How You Do It. In Mike Rosenberg and Philip H. Seager (Ed.), Managing Media Businesses: A Game Plan to Navigate Disruption and Uncertainty (pp. 113 - 134). 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. GÜNTER, H., DE SNOO, C., SHEPHERD, C., MOSCOSO, P., RIEDEL, J. (2011). Collaborative planning in supply chains: The importance of creating high quality relationships. In Jan C. Fransoo, Toni Waefler, and John R. Wilson (Eds.), Behavioral Operations in Planning and Scheduling (pp. 83 - 104). Berlin: Springer. MOSCOSO, P., FRANSOO, J. C., FISCHER, D., WÄFLER, T. (2011). The planning Bullwhip: A complex dynamic phenomenon in hierarchical systems. In Jan C. Fransoo, Toni Waefler, and John R. Wilson (Eds.), Behavioral Operations in Planning and Scheduling (pp. 159 - 186). Berlin: Springer.

Cases

MOSCOSO, P., SASTRE BOQUET, I., LAGO, A. (2024). La estrategia "Reinvención de Starbucks": el rol de su Consejo de Administración. IESE, OIT-52. SERRANO, A., MOSCOSO, P. (2023). Más allá del 20/20: el modelo del Instituto Oftalmológico Fernández-Vega. IESE, OIT-26. SERRANO, A., MOSCOSO, P. (2023). Beyond 20/20: The model of the Fernández-Vega Eye Institute. IESE, OIT-26-E. MOSCOSO, P., ISAAC SASTRE BOQUET, LAGO, A. (2023). Starbucks Reinvention Strategy: Store Automation and Growth. IESE, OIT-13-E. MOSCOSO, P., SOTO, M. (2019). Share Now: Aiming for Profitable Growth. IESE, P-1173-E.

Technical Notes

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. MOSCOSO, P., LAGO, A. (2015). Gestión de la calidad, lean management y mejora continua. IESE, PN-497. MOSCOSO, P., LAGO, A. (2015). Compras y externalización. IESE, PN-499. LAGO, A., YANKOVIC, N., MOSCOSO, P. (2014). Claves de la gestion de flujos, tiempos y colas. IESE, PN-496.