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Paul Mulligan

Associate Professor

Academic Division: TOIM
781-239-4595

Bio

Dr. Paul Mulligan is an associate professor in the Technology, Operations and Information Management Division at Babson College. He teaches cross-functional courses that integrate the study of information technology and operations in the core curriculum of Babson's MBA program. He also teaches graduate and undergraduate electives in service industry management. Dr. Mulligan spent 17 years in industry prior to beginning his academic career. The majority of his corporate experience is in the systems development and operations areas. Most recently, he served as Director of Systems Development and Vice President of Operations Research at Fidelity Investments. Dr. Mulligan's primary research interests are in technology and service industry management with particular focus on the role of information technology in services process management, service operations strategy, and organizational transformation. He is the co-author of organizational change and operations strategy papers that appear in California Management Review and Long Range Planning. His most recent publication focuses on the interaction between information technology and task-level service components in financial services. Findings from this research were published in a special issue of The International Journal of Service Industry Management and in Information and Management. He is currently researching the impact of internet technology on industry and organizational structure in financial services. Dr. Mulligan's executive education experience includes programs with Fidelity Investments Retirement Services Company, Fidelity Capital, MetLife, Thompson Financial, the International Fund for Ireland, the Stockholm School of Economics, and the Master's Program on Loyalty-based Management.

Academic Degrees

  • Ph D, Boston University
  • MBA, Boston University
  • BA, Boston University

Academic Interests

Information Technology; Operations; Financial and Professional Services; Service Operations Strategy

Awards & Honors

  • 2006 - Babson College Blended Learning Fellows
  • 2002 - Fidelity Faculty Term Chair
  • 2001 - Best paper in management discipline , 2001 International Business and Economics Research (IBER) conference
  • 1999 - Patent award

Courses

Degree Courses 2015-2016
  • MBA 7150: CAPSTONE: SIMULATION EXPERIENCE
  • OPS 7200: TECHNOLOGY AND OPERATIONS MANAGEMENT

Publications

Journal Articles

  • Mulligan, P., Gordon, S.R. (2003). Restructuring in Financial Services: A Transaction Cost Perspective. e-Service Journal, 3(1)

Cases and Teaching Notes

  • Fixson, S.K., Mulligan, P. (2016). The Grommet: Managing Operations at a fast-paced Start-Up. (BAB 224), 19. link
  • Mulligan, P., Nanni, A.J. (2011). Dräger Medical Systems, Inc.: Technology for Life. IMA Educational Case Journal, 4(1), 1-10.
  • Mulligan, P., Nanni, A.J., Ansari, S.L. (2008). Hammond Cards, Inc: The Creative Acquisition. IMA Educational Case Journal, 1(1), 1-10.
  • Mulligan, P., Ansari, S.L., Nanni, A.J. (2008). Pelarsen Windows: Humans v. Robots. IMA Educational Case Journal, 1(3),
  • Mulligan, P., Ansari, S.L. (2007). RBA and SLAD: Opportunities and Challenges. Babson College,
  • Mulligan, P. (2006). Analyzing and Improving Services Through Service Mapping.
  • Mulligan, P., Nanni, A.J., Ansari, S.L. (2006). Hammond Cards, Inc: The Creative Acquisition. Babson College,
  • Mulligan, P. (2006). Health Alliance MRI Centers. Babson College,
  • Mulligan, P., Nanni, A.J. (2006). Longmeadow Capital Partners & The Hebert Candy Mansion: Sweet Returns?. Babson College,
  • Mulligan, P. (2006). Process Mapping and Improvement @ National Bank. Babson College,

Others

  • Mulligan, P., Gordon, S.R. (2004). An Infocratic Perspective on the Future Delivery of Personal Financial Services

Presentations

  • Video Presentation on Service Excellence
    Mulligan, P. Video Presentation on Service Excellence (2011)
  • A Comparative Analysis of Evolving Service Organization Structures
    Mulligan, P., Gordon, S. A Comparative Analysis of Evolving Service Organization Structures Production and Operations Management Society’s 2008 national conference, Undisclosed (2008)
  • Integrating Service Operations Through Simulation
    Mulligan, P. Integrating Service Operations Through Simulation Production and Operations Management Society’s 2007 national conference, Undisclosed (2007)
  • Panel Discussion: Teaching Executive MBA
    Mulligan, P. Panel Discussion: Teaching Executive MBA Production and Operations Management Society’s 2007 national conference, Undisclosed (2007)
  • Hammond Cards
    Nanni, A., Mulligan, P., Ansari, S. Hammond Cards American Accounting Association-Management Accounting Section International Case and Research Conference, Ft. Worth, Texas (2007)
  • Service Delivery and Channel Design for a Shifting Population
    Mulligan, P. Service Delivery and Channel Design for a Shifting Population Production and Operations Management Society’s 2006 national conference, Undisclosed (2006)
  • Integrated Management Core: The Babson MBA
    Mulligan, P. Integrated Management Core: The Babson MBA Management Education Alliance, Waltham, MA (2005)
  • Enterprise-level Technology Deployment in Services
    Mulligan, P. Enterprise-level Technology Deployment in Services Production and Operations Management Society’s 2005 national conference, Undisclosed (2005)
  • Financial Services Evolving Competitive Landscape
    Mulligan, P. Financial Services Evolving Competitive Landscape Fidelity Investments managers as part of the Fidelity-Babson speaker series, Omni Parker House, Boston (2004)
  • Aligning Outsourcing and Strategy in Financial Services
    Mulligan, P. Aligning Outsourcing and Strategy in Financial Services Decision Sciences Institute annual meeting, Undisclosed (2003)
  • Teaching Decision Sciences in MBA Core Curricula
    Mulligan, P. Teaching Decision Sciences in MBA Core Curricula Decision Sciences Institute annual meeting, Undisclosed (2003)
  • Internet-enabled models for integrated financial services
    Mulligan, P. Internet-enabled models for integrated financial services Production and Operations Management Society’s 2003 national conference, Undisclosed (2003)
  • New Service Development: Turning Innovation ‘inside out’
    Mulligan, P. New Service Development: Turning Innovation ‘inside out’ Production and Operations Management Society’s 2003 national conference, Undisclosed (2003)
  • Operations Design as a Response to Market Dynamics
    Nanni, A., Mulligan, P. Operations Design as a Response to Market Dynamics POMS 2000, San Antonio, Texas (2000)