Paul Lillrank, Professor of Quality and Service Management at Aalto University School of Science

Title: Personalized care with Mass Production Efficiency - Overcoming Patient Process Fragmentation and Breaks with the Virtual Care Operator



Digital health technologies have made it possible to acquire precise individual data on patients. However, the integration of information and service processes remains a challenge, particularly for patients with multimorbidities and long-term needs. Problems manifest as fragmented care and discontinued processes. A co-innovation project MASSE has been initiated to develop a Virtual Care Operator to help the integration and coordination of complex patient processes.



Paul Lillrank has been Professor of Quality and Service Management at Aalto University School of Science since 1994.  He has served as the Head of the Department of Industrial Engineering and Management for eight years and been Academic Dean of the school’s MBA program.

Paul Lillrank received a Ph.D. in Social and Political Sciences at Helsinki University in 1988 after spending six years as a post-graduate student in Japan where he researched quality management in Japanese industry. After graduating he joined The Boston Consulting Group in Tokyo and later in Stockholm, returning to academia in 1992 as Affiliated Professor at the European Institute of Japanese Studies at the Stockholm School of Economics. He has been visiting professor at the University of Tokyo and the Indian Institute of Technology, Kharagpur.

Professor Lillrank has conducted research in service industries, such as software, telecom, airlines and retailing. For the past fifteen years his focus has been on healthcare. He has pioneered the use of industrial management methods in health service production. He co-founded the Institute of Healthcare Engineering, Management and Architecture (HEMA) at Aalto, and the Nordic Healthcare Group (NHG), a consultancy. He has been the chief investigator in several research project funded by EU and national research institutions, and a frequent speaker and advisor to healthcare producers and government agencies. In 2018 he summarized his work in a textbook The Logics of Healthcare.