Jorge Ismael Torres
Jorge is a Culture Architect and Senior Executive and with over 30 years of high-profile experience in Performance and Culture Transformation, Customer Experience, Sales, Operations, Finance, Revenue Management, & Consulting in over 15 countries including the USA, Mexico, Brazil, Chile, Peru, Colombia, Argentina, Canada, and China.
Mr. Torres is co-founder of Humanistics, a boutique consulting firm dedicated to helping clients improve Human Experience and Operations performance in people-intensive industries such as Healthcare, Hospitality, Travel, Transportation, Mining and Forestry. He specializes in preparing organizations for the 5th Revolution (Humanistic Revolution) ensuring a purposeful and fulfilling work environment that cultivates sustainable employee engagement, commitment, and satisfaction.
He co-wrote the book “Hardwiring Magic” and created “Performance Habit,” a unique methodology that effectively hardwires procedures and behaviors, transforming the company’s culture to consistently achieve desired business objectives. His methodology has been successfully implemented in more than 300 service-intensive operations. As an example, in less than 2 years Mr. Torres helped a 600-bed hospital achieve Patient Satisfaction (HCAHPS) improvement from 20th to 50th+ percentile, 50% complains reduction and a 25% reduction in nurses and turnover.
Mr. Torres was a member of a select group responsible for the most important airline merger in Latin America (55K employees) where he worked closely with the Disney Institute. He also successfully managed the Readiness Plan for the 2014 FIFA World Cup.
He has previously held senior management positions in various multinational companies including 5 years as COO managing the P&L for the second largest bicycle accessories company in the USA, as Senior Consultant at PwC and Logistics Manager in Procter & Gamble. Mr. Torres was a lecturer for 4 years at the University of Miami’s Continuing Education Division, teaching Organizational Behavior, Leadership and Entrepreneurial Skills.
Jorge holds an MBA from the Kellogg School of Management and a master’s degree in Engineering Management from the McCormick School of Engineering, both at Northwestern University. He holds a bachelor’s degree in Mechanical and Electrical Engineering from the Tecnológico de Monterrey.
PERFORMANCE HABIT: DRIVE YOUR TEAM TO THRIVE IN THE 5th REVOLUTION
This book is essential to business leaders like you because:
The 5th Revolution is coming!
• What is your organization doing to address changing customer and employee demographics?
• What adjustments are you making to offer employees a purpose-driven value proposition?
• Are you developing a new culture aligned with the new generation of employees and customers?
• How do you ensure that employees behave as required based on guiding principles and behaviors?
It's not magic what makes it work... It’s the way you work what makes it magical
• “There is nothing new under the sun”… Your competitors and your organization have access to the same resources
• The way your employees behave/perform defines customer's perception of your quality, service and experience
• The "secret" is neither in the "ingredients" nor in the "recipe" but in the consistent execution (aptitude) and the love, care and dedication of the employee while executing the recipe (attitude)
Behaviors and skills reinforcement mechanisms are necessary to ensure great employee performance
• Effective management requires measuring key indicators because what you don’t measure you don’t track… What you don’t track you don’t control… What you don’t control you can't improve
• Front-line operational leaders must be developed to teach (aptitude) and reinforce behaviors (attitude)
• Front-line leadership must have a mechanism to track, manage, and improve employee performance
No matter what the performance improvement objective is, the Performance Habit methodology remains simple and practical: reinforcing those behaviors that will drive the desired outcomes.