Case Studies

BUPA - Transforming Culture and Preparing for Automation

BUPA - Transforming Culture and Preparing for Automation

With digitisation and customer expectations dramatically changing the focus of process excellence professionals, there has been a focus shift within operations. 

Flexibility over standardisation and people rather than process are now the focus, bringing business improvement to the forefront and adopting new methodologies to improve efficiencies, increase productivity and create overall customer centricity.

Ahead of Process Excellence New Zealand 2017 we chat to Kellie King, Head of Lean Transformation at BUPA Australia & New Zealand. Kellie explores BUPA’s new process improvement techniques and also shares how BUPA is readying themselves for a shift into robotic process automation.
 
New Zealand Post: Balancing process excellence with business as usual (BAU)

New Zealand Post: Balancing process excellence with business as usual (BAU)

In this presentation from PEX NZ 2016 Jane Winterman Group Business Improvement Manager at New Zealand Post explores:
  • Creating a healthy balance through efficient time management and effective planning
  • Achieving more resources and time by getting more cross-functional and executive support
  • Creating an understanding on executive level through education about how cultural continuous improvement would look like
  • Making transformations more effective and efficient by providing the right education and training
Auckland City Council: Building Lean capability, engagement and empowerment of staff

Auckland City Council: Building Lean capability, engagement and empowerment of staff

In this presentation from PEX NZ 2016 Jo Crowley Business improvement Lean Specialist, Transformation Office at Auckland City Council explores:
  • Defining programs with staff and customer at the centre of design
  • Enhance customer experience through innovative process excellence tools & strategies
  • Improving retention and appreciation of existing customer through customer centric designed processes
  • Building up a foundation to upscale the organisation through re-engineering and innovative process improvement projects
  • Getting buy-in with customers and staff through the right leadership from the top
  • Lessons in achieving sustainable change
Kiwibank: Achieving business transformation through customer centric experience design and innovation

Kiwibank: Achieving business transformation through customer centric experience design and innovation

In this presentation from PEX NZ 2016 Steve Ferguson General Manager Strategy & Transformation at Kiwibank explores:
  • Defining programs with staff and customer at the centre of design
  • Enhance customer experience through innovative process excellence tools & strategies
  • Improving retention and appreciation of existing customer through customer centric designed processes
  • Building up a foundation to upscale the organisation through re-engineering and innovative process improvement projects
  • Getting buy-in with customers and staff through the right leadership from the top
  • Lessons in achieving sustainable change