Paul Lillrank is Professor of Quality and Service Management at Aalto University since 1994. He received his Ph.D. from Helsinki University in 1988 after post-graduate studies in Japan, where he studied Quality management in Japanese industry. He has worked at Science University of Tokyo, The Boston Consulting Group, and Stockholm School of Economics. He has pioneered industrial management applications in healthcare, co-founding The Institute of Healthcare Engineering, Management and Architecture (HEMA) at Aalto, and The Nordic Healthcare Group (NHG), a consultancy. He has published in the areas Healthcare operations management, technology transfer, service quality, and process analysis. He teaches regularly at the Indian Institute of Technology, Kharagpur.