20 - 22 March, 2017 | Rydges Auckland, New Zealand

Conference Day One: Tuesday, 21 March 2017

08:30 - 09:00 Registration and Welcome Coffee

09:00 - 09:10 Opening Remarks from IQPC and the Conference Chair

Morgan Jones, General Manager, Service Operations,Commonwealth Bank Australia

Morgan Jones

General Manager, Service Operations
Commonwealth Bank Australia

09:10 - 09:50 Opening International Keynote: Transforming Lean & Six Sigma Deployment at Bupa

Kellie King, Head of Lean- Transformation,Bupa Australia
  • Evaluating the next steps in Lean Six Sigma to get your organisation ahead of the game
  • Valuing linkage between processes and departments that can improve your process initiatives
  • Promoting cultural shifts within your organisation to develop your staff for any new goals/processes
  • Achieving measurable excellence not only internally but for processes involving customers

Kellie King

Head of Lean- Transformation
Bupa Australia

09:50 - 10:30 Reducing Costs Throughout the Business by Engaging Staff and Building a Strong CI Culture

Ben Hook, Operations Improvement Manager,Silver Fern Farms Ltd
  • Engaging staff through focus groups, monthly surveys, personal leadership, and strategies that take engagement one step further
  • Supporting opportunities for staff to give feedback and where the business can improve
  • Encouraging a continuous improvement culture and giving recognition for those with input and ideas
  • Identifying opportunities for cost reduction, improvements, and growth through ‘the little things’

Ben Hook

Operations Improvement Manager
Silver Fern Farms Ltd

10:30 - 11:00 Solution Provider Thought Leadership Session


A structured interactive session designed to help you expand your network through one-on-one focused conversations. Bring your business cards!

11:30 - 12:00 Morning Tea and Networking Break

12:00 - 12:40 Going Digital and Embarking on Improvement Initiatives at IAG

Robert Old, Business Improvement Manager,IAG
  • Looking into lean type process reviews to identify opportunities for improvement in detail
  • Embarking on a journey to move to paperless that improves significant savings and productivity
  • Selling the methodology and approach within the organisation to implement change
  • Going through the exercise of process management frameworks and governance

Robert Old

Business Improvement Manager

  • Where will AI and Digital be within the next 5-10 years and how do we best prepare?
  • Connecting process rules to process robots and automation
  • What happens to the organisation as AI increases? Tips for keeping staff motivated and engaged
  • How can we plan for AI and build it into the business strategy
  • Addressing challenges and strategies for change management and change resistance
  • Progressing from prototyping: Implementing AI in the customer service environment

Kellie King

Head of Lean- Transformation
Bupa Australia


Shona Meyrick

Manager Business Process Management


Elspet Garvey

Manager, Business Process Management Office
The University of Auckland

13:20 - 14:20 NETWORKING LUNCH

14:20 - 15:00 Tips and Tools for Gaining Leadership Buy-in and Support through Leadership Training

Katie Beale, Business Improvement Specialist,Rabobank
  • Developing an awareness training from the beginning of project implementation
  • Setting effective strategic goals that all leaders can harness and drive throughout the organisation
  • Understanding the people leader perspective to coach, understand value, and change
  • Building the capability and awareness to apply focus on prioritised and important jobs

Katie Beale

Business Improvement Specialist

15:00 - 15:40 Transforming the People and Culture Through a Maturity Model at Fonterra

Joanna Gilbert, GM Transformation and Integration,Fonterra
Over the past few years, Fonterra have gone through a significant and deliberate transformation to ensure a shift in culture, behaviours, processes, and ultimately; customer centricity. Through this transformation programme, results have seen a 50% improvement in food & safety metrics and world class engagement scores in customer metrics. This presentation will give you an overview of the global transformation around food safety and quality processes.

  • An overview of the sustained journey at Fonterra to ensure a cultural shift to a behaviour based food safety and quality management system including better understanding from staff
  • Identifying opportunities for change in operations, culture, behaviours and processes
  • Strengthening the culture through clarifying and aligning expectations, understanding “the customer” and building capability
  • Using creative methods to engage and educate people

Joanna Gilbert

GM Transformation and Integration


16:10 - 16:50 An Update on the CI Journey at State Service Commission to Put The Customer at the Heart

Kim Radovanovich, Business Coach, Continuous Improvement,State Services Commission

Kim Radovanovich

Business Coach, Continuous Improvement
State Services Commission

16:50 - 16:55 Champagne Roundtable Discussions

Grab a glass of wine, beer or soft drink and join you industry peers to discuss and work through pressing challenges around the topic of your choice.

Table 1

16:55 - 17:30 Influencing and Creating Change Within your Organisation

Sue Chappell, Continuous Improvement Manager,Christchurch City Council
  • Discussing strategies to get the organisation on board with changes
  • How do you influence those reluctant to change?
  • Demonstrating benefits of change for the customer and company
  • How do you influence culture, embed change and motivate leadership

Sue Chappell

Continuous Improvement Manager
Christchurch City Council

Table 2

16:55 - 17:30 Driving Operational Excellence Management Strategies

Robin Collis, National Operations Manager, Continuous Improvement,Villa Maria Estate
  • What are the best methods for streamlining your resources to achieve excellence in operations?
  • How can we improve our operational teams in relation to cost, service and quality?
  • What are certain programs we can roll out to track operational productivity and utilisation?
  • How do we ensure that our customer focus is prominent in our approach?

Robin Collis

National Operations Manager, Continuous Improvement
Villa Maria Estate

Table 3

16:55 - 17:30 Gaining Senior Buy-In & Team Buy-In to Implement Improvement Programmes

Austin Laurenson, General Manager Business Improvement,Tegel Foods
  • What are the key success factors to gain buy-in?
  • What are the best interdepartmental engagement strategies?
  • How can we overcome cultural challenges?
  • How can we use data to our advantage and gain evidence based support?

Austin Laurenson

General Manager Business Improvement
Tegel Foods

Table 4

16:55 - 17:30 Discussing Different Methodologies to Employ within Continuous Improvement

Daniel Prew, Continuous Improvement Manager,The Warehouse Ltd
  • Collaborating ideas on different methodologies and approaches used within organisations and discussing what works
  • Understanding your customer and what methodologies can deliver the best approach
  • How do you stop the process getting in the way of the outcome
  • Discussing strategies to deliver outcomes and enhance the approach
  • How do you flex and adapt to the customers needs?

Daniel Prew

Continuous Improvement Manager
The Warehouse Ltd