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 ChairMorgan Jones, General Manager, Service Operations,Commonwealth Bank Australia
09:10 - 09:50 Opening International Keynote: Transforming Lean & Six Sigma Deployment at BupaKellie 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 KingHead of Lean- Transformation
09:50 - 10:30 Reducing Costs Throughout the Business by Engaging Staff and Building a Strong CI CultureBen 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 HookOperations Improvement Manager
Silver Fern Farms Ltd
10:30 - 11:00 Solution Provider Thought Leadership Session
11:00 - 11:30 SPEED NETWORKING 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 IAGRobert 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 OldBusiness Improvement Manager
12:40 - 13:20 Panel Discussion: How will The Future of AI Impact Our Improvement Processes and Business OperationsKellie King, Head of Lean- Transformation,Bupa Australia Shona Meyrick, Manager Business Process Management,ACC Elspet Garvey, Manager, Business Process Management Office,The University of Auckland
- 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 KingHead of Lean- Transformation
Shona MeyrickManager Business Process Management
Elspet GarveyManager, 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 TrainingKatie 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 BealeBusiness Improvement Specialist
15:00 - 15:40 Transforming the People and Culture Through a Maturity Model at FonterraJoanna 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 GilbertGM Transformation and Integration
15:40 - 16:10 AFTERNOON TEA AND NETWORKING BREAK
16:10 - 16:50 An Update on the CI Journey at State Service Commission to Put The Customer at the HeartKim 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.
16:55 - 17:30 Influencing and Creating Change Within your OrganisationSue 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 ChappellContinuous Improvement Manager
Christchurch City Council
16:55 - 17:30 Driving Operational Excellence Management StrategiesRobin 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 CollisNational Operations Manager, Continuous Improvement
Villa Maria Estate
16:55 - 17:30 Gaining Senior Buy-In & Team Buy-In to Implement Improvement ProgrammesAustin 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 LaurensonGeneral Manager Business Improvement
16:55 - 17:30 Discussing Different Methodologies to Employ within Continuous ImprovementDaniel 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 PrewContinuous Improvement Manager
The Warehouse Ltd