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

Conference Day Two: Wednesday, 22 March 2017

08:30 - 09:00 Registration and Welcome Coffee

09:00 - 09:10 Opening Remarks from 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 Transforming Services into a More User Centered Experience Through Online and Digital

Dion Chamberlain - Manager Business improvement and Support, Department of Internal Affairs
  • Aligning services with how people live their lives and when they need them
  • Highlighting why DIA implemented a more agile methodology to continuous improvement
  • Implementing change more frequently for rapid development
  • Utilising data and analytics to take a more targeted approach and understand barriers to drive customers online

Dion Chamberlain

Manager Business improvement and Support
Department of Internal Affairs

09:50 - 10:30 Designing a Breakthrough Efficiency Improvement Programme through Business Model Testing

Willem Acker - Manager – Business Design and Operational Excellence, BNZ
  • How BNZ designed a breakthrough efficiency programme with significant (up to 50%) improvement in fulfillment productivity
  • Understanding the concept and approach for implementing the testing model
  • Differentiating the customer experiences and what this means for the company
  • Measuring capacity individually at team level and using the information to drive performance

Willem Acker

Manager – Business Design and Operational Excellence

10:30 - 11:00 Thought Leadership Session

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

  • Tips and tools for imbedding and influencing a culture of continuous improvement
  • How can you create an environment for change and innovation?
  • Discussing how to deal with leadership challenges and the difference between lean and traditional style
  • Driving sustainable results over time and embed continuous improvement into the organisation

Austin Laurenson

General Manager Business Improvement
Tegel Foods

Anna Larras

Principal Advisor Continuous Improvement
Inland Revenue

Robin Collis

National Operations Manager, Continuous Improvement
Villa Maria Estate

Katie Beale

Business Improvement Specialist

12:10 - 12:50 Maximising Improvement Opportunities Within the Businesses through Digital Transformation and System Reviews

Gareth Mitchell - Business Improvement Manager, PGG Wrightson Seeds
  • Highlighting the 3 year project to transform into a digital operating organisation across the globe
  • Understanding the cultural shift throughout the journey how change was supported
  • Changing processes and implementing new systems to move towards digital
  • Performing system reviews to increase productivity and efficiency

Gareth Mitchell

Business Improvement Manager
PGG Wrightson Seeds

12:50 - 13:50 NETWORKING LUNCH

13:50 - 14:30 Building Capabilities for a Culture of Continuous Improvement at Inland Revenue

Anna Larras - Principal Advisor Continuous Improvement, Inland Revenue
  • Understanding how to embed and sustain a continuous improvement culture across front line teams
  • Articulating what great leader-led continuous improvement looks like in practise
  • Implementing a leader-led measurement framework to drive top-down accountability, rich discussions and tangible opportunities for improvement
  • Identifying operational barriers to a continuous improvement culture and developing self-serve resources to overcome these

Anna Larras

Principal Advisor Continuous Improvement
Inland Revenue

14:30 - 15:10 How the NZ Transport Agency created a Customer Centric Approach in a Digital World and Embedded a Continuous Improvement Culture

Danella Dunning - IS Business Improvement Manager, New Zealand Transport Agency
Renee Urlich - Business Improvement Specialist, New Zealand Transport Agency
  • Creating a Customer Centric Approach to Enable IT to be Responsive in a Digital World
    • An overview of the journey and the challenges that were faced including the learning’s they gained
  • Creating and embedding a continuous improvement culture within IT
    • Addressing the challenges faced with CI culture and the methods and approach they introduced

Danella Dunning

IS Business Improvement Manager
New Zealand Transport Agency

Renee Urlich

Business Improvement Specialist
New Zealand Transport Agency


15:40 - 16:20 Driving a Continuous Improvement Culture throughout the Organisation

Grey Kerouak-Jones - Continuous Improvement Specialist, CI Stuff
  • Influencing change within the organisation through training, mentoring and leadership
  • Facilitating the internal customers to be efficient and productive to build the brand and experience
  • Understanding and influencing a top-down and bottom-up approach to strategic process excellence
  • Identifying different approaches and methodologies for implementing business improvement

Grey Kerouak-Jones

Continuous Improvement Specialist
CI Stuff

16:20 - 17:00 Solution Clinic

Solution clinics are designed to give participants strategies and tools to deal with their most pressing challenges.

The room will split into tables, where each table member will share their biggest challenge, before collectively deciding which issue to investigate in more detail. The table will then elect a facilitator/note taker who will record the topic being explored and the ideas o the table. After 40 minutes of discussion, the facilitator of each table will then report back to the rest of the audience their problem and potential solutions.