Steve Mitchinson

Chief Customer Officer Department of Finance WA

Pre- Conference Workshops: Monday, 25th November 2019

Monday, November 25th, 2019

8:00 AM Leadership & Change Management: The Importance of Engaging and Effectively Leading Your Staff thorough the Operational Excellence Journey

This interactive workshop is designed for operational excellence and business improvement professionals who are leading on change within the culture of their organisations. This workshop will explore how an optimised operational environment can lead to increased customer satisfaction and employee engagement.

How you will benefit from this workshop?

By attending this 2.5 hour workshop, you will understand and learn the following:
  • Where to start? Engaging your staff early in the transformation- before technology
  • Re- engineering your workplace culture to support operational excellence
  • The importance of growing internal units to support business growth
  • How you can improve business efficiencies to become more cost efficient
  • Understanding ways to engage the internal culture for change

Conference Day One: Tuesday, 26th November 2019

Tuesday, November 26th, 2019

9:00 AM Reducing Cost, Growing Revenue and Improving Customer Experience through Operational Excellence

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

Conference Day Two: Wednesday, 27th November 2019

Wednesday, November 27th, 2019

Check out the incredible speaker line-up to see who will be joining Steve.

Download The Latest Agenda