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