Conference Day One: Tuesday, 26th November 2019

8:00 am - 8:50 am Conference Registration and Welcome Coffee

8:50 am - 9:00 am Opening Remarks by IQPC and the Conference Chair

Steve Mitchinson - Chief Customer Officer, Department of Finance WA

Steve Mitchinson

Chief Customer Officer
Department of Finance WA

9:00 am - 9:30 am Reducing Cost, Growing Revenue and Improving Customer Experience through Operational Excellence

Steve Mitchinson - Chief Customer Officer, Department of Finance WA
This session will explore how OPEX principals have been used to develop the service delivery capability of the Department to be able to deliver these outcomes for citizens.

  • Integrating Shingo model to improve service delivery
  • Creating an operational excellence culture 
  • Transforming service delivery for the public sector

Steve Mitchinson

Chief Customer Officer
Department of Finance WA

9:30 am - 10:00 am Building a Large Scale Sustainable Operational Excellence Culture through Lean Six Sigma Transformation and Best in Class Colleague Engagement

Stephen Dargan - Head of Bankwest Contact Centers, Customer Care & Operational Excellence, Bankwest
This case study will discuss the secrets to building a long term sustainable Operational Excellence mind set and behaviour shifts across multi functional businesses that drives tangible shareholder value.

  • Creating an effective and sustainable lean journey is about culture, people & behaviours not tools & techniques
  • Discussing the capabilities required to enable the shift towards Operational Excellence as part of your DNA
  • How to get executive buy in to shift the organisations culture

Stephen Dargan

Head of Bankwest Contact Centers, Customer Care & Operational Excellence

10:00 am - 10:30 am Thought Leadership Session

10:30 am - 11:00 am Speed Networking Session

An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!


11:30 am - 12:00 pm Embedding Digital UAV Technology to Optimise Operations

Anthony Rowe - Head of Digital Technology, Downer EDI
This session will explore technology acceleration programs that are driving the optimization of business processes at downer.

  • Operationalization of Unmanned Ariel Vehicles (UAV)  techniques for repeatable quantifiable outcomes- reducing scanning processes from 30 days to 30 minutes
  • Exploring the to use Digital Images for Visual Analytics in an operational context
  • Introducing  data science, digital models and app development to support cultural change

Anthony Rowe

Head of Digital Technology
Downer EDI

12:00 pm - 12:30 pm Development of a Centre of Reporting Excellence (CoRE) that has Transformed the Finance Function at Western Power

Marat Bliev - Project Director Strategic Projects, Western Power
Western Power builds, maintains & operates transmission and distribution assets such as street lights, solar and battery systems for over 1.1 million customers. This case study will explore the transformations that have generated $340 million in ongoing savings and contributed to achieving their lowest OPEX ever in 2017/18.

  • Development of CoRE that has consolidated the finance function and led to unprecedented process improvements 
  • Exploring the key challenges of rapid change and how to overcome them
  • The business case and rollout of improvements across the finance function
  • Culture initiatives to improve operational excellence

Marat Bliev

Project Director Strategic Projects
Western Power

12:30 pm - 1:30 pm NETWORKING LUNCH

1:30 pm - 2:00 pm Shining a Light on the Water Industry: A Business-Wide Approach to Operational Excellence

Raj Iyer - Continuous Improvement Manager, Water Corporation
Due to population growth, drying climate and monopolization of the utilities industry, water companies are constantly in the pursuit of cost effective and efficient ways of operating. This session will present an in-depth case study highlighting Water Corporation‘s employment of new training strategies and the successful implementation of a long term operational excellence program.

  • Reflect on why process optimisation (Lean Six Sigma methodology) plays a vital part prior to embarking on process automation journey
  • How we are utilising our data and process optimisation frame work (Lean Six Sigma methodology) to identify our processes for RPA
  • How change management plays a key part for a successful implementation of the RPA program

Raj Iyer

Continuous Improvement Manager
Water Corporation

2:00 pm - 2:30 pm Driving Operational Excellence & Integration through Computer Aided Dispatch (CAD) Systems

Driving Operational Excellence Outcomes
& Department Integration through Computer Aided
Dispatch (CAD) Systems
In this session, Lance Martin will deliver an
interagency perspective on improving service
response and collaboration, driving by technology.
These collaborative projects have already saved
the state government $12m, in capital expenditure
compared to procuring a dedicated Department of
Fire & Emergency Services (DFES) solution.
Key discussion points will include:
- Recently completed CAD system at the DFES
with capabilities to integrate information between
databases and create an information hub for safety
- The current status of Western Australian Police
Force transitioning to personally issued mobile
- Strategies to prepare your organisation for the
transition to new technology platforms

2:30 pm - 3:00 pm Responding to Energy Sector Uncertainty with Curiosity, Outcome Measurement and Iteration

Thomas Friberg - Digital Strategy Specialist, Synergy
Uptake of renewables is rapidly changing revenue models for electrical utilities. Synergy is currently scaling new ways of working as it matures a digitally enabled workforce and customer facing teams that are more adaptive to the high rate of change. This session will explore:

  • How Design Thinking and Agile are complimenting a continuous improvement mindset in ‘sticky teams’ or squads who feel accountable and emancipated
  • Enabling teams to fight uncertainty with iteration, measurement and rapid learning, breaking barriers along the way and lowering walls between traditional improvement projects and operations silos
  • Getting honest about the uncertainty in forecasts, the flow on to investment decisions and how we’re getting more data-driven at the team level in response

Thomas Friberg

Digital Strategy Specialist

3:00 pm - 3:30 pm Interactive Panel Discussion: The Dos and Don’t of Operational Excellence: Key Strategies to Create Long Lasting Change

Melanie Gates - Head of Business Transformation, Ramsay Health Care
Rob Neesham - Senior Manager Performance Excellence, Woodside Energy
Anthony Garrett - Processing Manager, Alliance Mineral Assets
  • What does Operational Excellence mean for your organisation?
  • How did agile business methodologies play into your OPEX strategy?
  • What strategies did you use to implement your digital initiatives? 
  • How did you integrate data driven decision making into your everyday processes?

Melanie Gates

Head of Business Transformation
Ramsay Health Care


Rob Neesham

Senior Manager Performance Excellence
Woodside Energy


Anthony Garrett

Processing Manager
Alliance Mineral Assets


Interactive Discussion Groups (IDGs)

This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 30 minutes, allowing you to pick the two topics you wish to discuss and solve. 

  • How do you gain leadership buy in for your operational excellence projects to achieve a long term change in culture?

Melanie Gates

Head of Business Transformation
Ramsay Health Care

Table Two Process

4:00 pm - 5:10 pm Process
Pierre Stoute - Business Improvement Manager, Aloca
  • How can you utilise continuous improvement methodologies to improve the performance of your organisation?

Pierre Stoute

Business Improvement Manager

Table Two Process

4:00 pm - 5:10 pm Technology
  • How do you utilise technology to integrate operational excellence into your organisation?
  • How can you select the right technology for your OPEX strategy

5:10 pm - 5:10 pm CLOSING REMARKS & END OF DAY ONE