Conference Day Two: Wednesday, 27th November 2019

8:20 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 Pilbara Ports Authority: Innovating Port Operations to Increase Throughput, Productivity and Benefits for Customers

In recent years, Pilbara Ports Authority has handled significant increases in Western Australian exports, and in 2017/18 achieved a record throughput of 699.3 million tonnes (Mt), an increase of 30.8Mt from the previous financial year. To facilitate the increased throughput as well as improve productivity, Pilbara Ports Authority has focused its attention on working as safely and efficiently as possible. This session will explore:

  • Decreasing costs by 3.2% each year over the past six years through vessel movement protocol optimisation
  • Incorporating best practice operational management procedures to support shipping continuously and minimise disruption
  • Developing an integrated management system to provide quality and consistency to customers

9:30 am - 10:00 am Thought Leadership Session



Matthew Brown - Operational Excellence Leader, Pfizer
Pfizer has recently rolled out lean manufacturing systems across the network. This case study will explore:

  • Leveraging agile and design thinking into lean development for better outcomes
  • Developing a sustainable strategy for improvement
  • Creating a culture that fosters operational excellence

Matthew Brown

Operational Excellence Leader

11:00 am - 11:30 am Developing a Cohesive Operational Excellence Strategy for Woolworths Staff through Leadership & Culture Transformation

Woolworths have recently introduced a new operational excellence role for each state. This has been in an effort to standardise and improve processes across Woolworths distribution centres. This session will explore the rollout of OPEX specially within Western Australia.

  • Cultural shifts that have occurred and gaining buy in from leaders to staff to dedicate time and resources to OPEX
  • Creating a capacity for all levels of the business to be involved in the OPEX journey
  • Capturing and analysing the benefits of these programs
  • What are the driving forces behind Operational Excellence in Australia?
  • What key factors could potentially stop the successful implementation of OPEX?
  • How can you prepare your staff for business transformations? 
  • How can you ensure the highest level of success for your program?
  • What are the biggest risk factors associated with OPEX? 
  • How can you overcome them?

Rochelle Macdonald

CEO Mid West Ports
Ports Australia


Pierre Stoute

Business Improvement Manager


Suda Nathan

Head of Experience Design
National Disability Insurance Scheme

12:00 pm - 12:30 pm Developing a Consistent Strategy to Achieve Operational Excellence at Bendigo & Adelaide Bank through Leadership & Training

Frank Benaquista - Senior Manager Operations WA, Bendigo & Adelaide Bank
This session will explore the strategies to deliver a consistent customer experience built around the foundation of Bendigo & Adelaide Banks Vision.

  • Developing a consistent operating models and ensuring front office and back office staff are trained on new policies and procedures
  • Key challenges of change and gaining leadership buy in
  • Bendigo Banks Journey towards digitisation

Frank Benaquista

Senior Manager Operations WA
Bendigo & Adelaide Bank

12:30 pm - 1:00 pm Utilising a Business Improvement Culture to Transform Gold Fields Australia

Elise Simpson - Unit Manager Business Improvement, Goldfields
Gold Fields operates 4 mines in Western Australia. It also has operations in South Africa, West Africa and South America. This session describes the transformation that has taken place over the past 8 years. 

  • Being predictable and reliable โ€“ doing what we say we will do through the MOS and short interval control 
  • Protecting our margin โ€“ delivering a stream of margin improvement projects (pipeline).
  • Engaging and involving our workforce โ€“ making the plan visible and driving it down through all levels of the business.  Building improvement capability within the workforce to deliver the business plan

Elise Simpson

Unit Manager Business Improvement

1:00 pm - 2:00 pm NETWORKING LUNCH

2:00 pm - 2:30 pm HBF Health Fund Case Study: Shifting culture and Mindsets Through Enterprise Change Agility

Jason Porter - Change Manager, HBF Health Fund
The substantial shift in change maturity and agility at HBF can be attributed to the setup of an Enterprise Change Management function which operates as a centre of excellence.

This session will explore the development and journey of Enterprise Change Management, its value and contribution to the strategic performance of organisations undergoing digital transformation, including;

  • The thinking, development and use of modern change tools and techniques
  • Gaining traction for change at an enterprise level
  • Shifting mindsets to new ways of working
  • Building culture to support the digital revolution

Jason Porter

Change Manager
HBF Health Fund


3:00 pm - 3:30 pm Leading an Operational Change at the Department of Transport WA towards Transformed Leadership & Culture

Joan Brierly - A/ ED Drivers and Vehicles, Driver and Vehicle Services, Department of Transport WA
This session will explore the transformation that has taken place over the past three years of the Departments 40 year old operating model. This has involved:

  • Empowering staff at the frontline to make decisions which has led to decreased customer waiting times and staff turnover
  • Removing unnecessary processes and generating feedback from staff on the outcomes of this
  • Ensuring that staff are part of your transformation journey and integrating their ideas into your strategy

Joan Brierly

A/ ED Drivers and Vehicles, Driver and Vehicle Services
Department of Transport WA

3:30 pm - 4:00 pm Improving Participant Experience through Lean, Human Centred Design & Agile Principles

Suda Nathan - Head of Experience Design, National Disability Insurance Scheme
This case study will focus on the National Disability Insurance Scheme, a world first disruptive insurance scheme for people with disabilities with a focus on employment. Key discussion points include:

  • Overcoming challenges that can face the public sector such as political and social expectations and lack of similar initiatives to benchmark with
  • Leveraging lean design principles in solving customer problems
  • Omni channel: how integrating multiple channels, and paying attention to the needs of each channel can be a useful tool for operational excellence

Suda Nathan

Head of Experience Design
National Disability Insurance Scheme

4:00 pm - 4:30 pm Tronox Case Study: Transitioning Processes to the Cloud

Tronox mines and processes titanium ore, zircon and other minerals, and manufactures titanium dioxide pigments that add brightness and durability to paints, plastics, paper, and other everyday products. They operate mines and mineral processing plants in South Africa and Australia, and pigment manufacturing plants in the United States, the United Kingdom, the Netherlands, Saudi Arabia, China, and Australia. This session will explore:

  • Digital transformation and transitioning to the cloud
  • Increasing business engagement through the OPEX journey
  • The impact of increasing accessibility of software to the business