Conference Day Two: Wednesday, 22 March 2017

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• 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

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• 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

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• 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

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• 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

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• 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

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• 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

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• 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

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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.