– Francisco Velázquez , President & CEO community and company .

Opening lines of communication is critical to Dr Velázquez and he makes a point of regularly spending time with the company ’ s clients , partners , and employees . “ I tend to walk around whenever possible and just ask people how are they doing and what ’ s going on and what can we be doing better or different ,” he says , though he agrees this isn ’ t the norm in a lot of organizations .

“ My theory , without any analytics behind it , is that employees have about 65 percent of the answers to all the questions we are asking , if we just take the time to ask .”

He meets his partners in their offices because , it ’ s “ more productive to do it that way and it allows them to be in their own environment .” He also says he enjoys knocking on doors for a quick chat , as you can learn quite a lot about the person and the business , “ as long as they are free to talk , that is .”

PAML spends a lot of time asking employees what they think could be improved . According to Dr Velázquez , “ We ’ re always looking at our operation with the question of how can we do better . Once we are 100 percent confident that it is replicable , then we ’ ll go more public with it .”

He talks of a man who “ started at PAML in logistics , a fireman paramedic by training . But he is someone who had this inquisitive mind and a very well-defined analytical skill . He helped us develop

102 January 2017