23 - 24 July, 2019 | Dockside Group, Sydney, NSW

Conference Day Two: Wednesday, 24th July 2019

8:00 am - 9:00 am Coffee and Registration

9:00 am - 9:10 am Conference Opening for Day Two from Chairperson

Event Chairperson:
Belinda Bright, Regional Managing Director at Kepner-Tregoe

Belinda Bright

Regional Managing Director
Kepner-Tregoe

9:10 am - 9:50 am Utilising Cost Innovation as a First-Step Planning Tool to Grow Operations

Pendar Shahbazi, Head of Business Enhancement at Kia Motors, will present on the importance of utilising cost innovation as a form of business planning. With year on year growth of 8.5%, and over 2.7 million cars sold in 2017 alone, cost innovation and business improvement remains of primary importance for the car manufacturer. 

With 82% of companies expecting their organisation to become a digital business within the next three years, Pendar will present a case study on the work Kia Motors does to connect strategy and processes together, aligning these to Operational Excellence.

  • Understanding key capability indicators and the impact of driving strategy
  • Improving business processes and the role of out of hand production(robotics)
  • Harmonising your organisation by thoroughly understanding your key KPI’s 

Speaker:
Pendar Shahbazi, Head of Business Enhancement at Kia Motors

Pendar Shahbazi

Head of Business Enhancement
Kia Motors

9:50 am - 10:20 am Thought Leadership Session

10:20 am - 10:50 am Coffee and Networking Break

Get the opportunity to listen and ask questions to our OPEX Week 2019 advisory board panel! It is here you’ll hear them discuss the work they’ve been doing to overcome system limitations in their individual OPEX journeys. Learn through a cross-industry approach, looking at the strategies employed in everything from media, finance to transportation.

  • How do you utilise traditional business processes to suit modern day businesses?
  • What is the value of having a centralised versus decentralised process function?
  • What are the pros and cons of offshoring? How does your business determine the best process?
  • How do we implement agile at the right time in the right area?

Facilitator:
Belinda Bright, Regional Managing Director at Kepner-Tregoe

Belinda Bright

Regional Managing Director
Kepner-Tregoe

Tony Eid, Executive Director, Future Network Operations at Sydney Trains

Tony Eid

Executive Director, Future Network Operations
Sydney Trains

John Makhoul, Group Head of Process Excellence at Fairfax Media

John Makhoul

Group Head of Process Excellence
Fairfax Media

Kirrilly Pavett, Head of Operational Excellence Pacific Zone at Schneider Electric

Kirrilly Pavett

Head of Operational Excellence Pacific Zone
Schneider Electric

Jurgen Rammesmayer, Chief Operating Officer at Arthur J Gallagher

Jurgen Rammesmayer

Chief Operating Officer
Arthur J Gallagher

Nikki Alberts, Executive Manager of Implementation and Change at NBN Co

Nikki Alberts

Executive Manager of Implementation and Change
NBN Co

Morgan Jones, Group Transformation Manager at BHP

Morgan Jones

Group Transformation Manager
BHP

Stuart Rees, Managing Director ANZ at Software AG

Stuart Rees

Managing Director ANZ
Software AG

Anna Szabo, Head of Business Development Operations and Strategic Projects at King & Wood Mallesons

Anna Szabo

Head of Business Development Operations and Strategic Projects
King & Wood Mallesons

11:50 am - 12:30 pm Manufacturing in the Digital Age: How the Kellogg’s Name is Becoming Synonomous with Operational Excellence

In recent years Kellogg’s has become synomomous with operational excellence, particularly in light of their use of programs and methods to improve business processes. Feeding effective data and applications to further business and operational output is a key way the manufacturing giant has been able to illustrate the modern day collision of process excellence and in upskilling the right workforce.

Traveling from the United States, Laurie Brooks, Senior Principal of IT Business Process Architecutre, will deliver a case study on the initiatives her and the team are doing to improve operational excellence and how organisations can support a more efficient way of doing business.

  • Determining efficient techniques to prioritising operational projects for efficient output
  • Developing a five year roadmap that guides decision makers and executes your business strategy
  • Undestanding the relationship between data and OPEX projects to ensure your business is investing in the right programs

Speaker:
Laurie Brooks, IT Business Process Architecture Senior Principal at Kellogg’s

Laurie Brooks

IT Business Process Architecture Senior Principal
Kellogg’s

12:30 pm - 1:30 pm Lunch and Networking Break

DATA DRIVEN DECISION MAKING - Stream D: Utilising Big Data and Analytics to Understand Where to Invest In Your Organisation

1:30 pm - 2:10 pm Using Predicative Analytics and Demand Forecasting to Drive Engagement and Operational Output
Bart Watson, Head of Insights at Toll Group, will present a case study on Toll Global Express’ business restructure that has helped them implement the right tools and applications for process efficiency.

This study will focus on ways your organisation can use demand trends and sale forecasting to understand and model fulfilment processes.

  • Understanding and predicting demand through the use of advanced analytics
  • Determining how to utilise data science and analytical capabilities across the team
  • Learning how to compensate for a skills shortage in data analytics by training teams to incorporate this into every processes

Speaker:
Bart Watson, Head of Insights at Toll Group

Bart Watson

Head of Insights
Toll Group

DATA DRIVEN DECISION MAKING - Stream D: Utilising Big Data and Analytics to Understand Where to Invest In Your Organisation

2:10 pm - 2:50 pm Working on a 5-Year Roadmap for Investment and Transformational Change
Employing agile into your business planning process will ensure a structured framework in driving enterprise-wide business agility. 

This session will delve into the work it takes to effectively transform your organisation through the employment of data analytics and agile frameworks. Without truly understanding process and data, Michelle Lue-Reid will present on the unlikelihood of aneffective company transformation.

  • Deploying strategy: determining  key metrics for success
  • Designing an agile business structure where teams can bring data and collaboration to senior leaders
  • Understanding the key pillars that define business agility

Speaker: Michelle Lue-Reid

DATA DRIVEN DECISION MAKING - Stream D: Utilising Big Data and Analytics to Understand Where to Invest In Your Organisation

2:50 pm - 3:30 pm Case Study: How Water and Utility Works to Improve Data Driven Decision Making
Within water and utility organisations, the pursuit of operational excellence can often be heavily aligned to a clear set of processes, including lean and six-sigma. However, a clear and important area within these industries is data mining.

This case study will highlight the way Unity Water works to drive effective data driven decision making and how this is integral to the development of long term and holistic OPEX projects.

  • Aligning people and strategy to optimise processes and achieve higher results
  • Utilising clear data analysis strategies to improve internal capabilities
  • Determining where your data team members sit within the overall company structure
  • Having a consistent leadership strategy to help bridge the gap between digital and cultural transformations

Speaker:
Danny Power, Corporate Performance Manager at Unity Water

Danny Power

Corporate Performance Manager
Unity Water

CUSTOMER CENTRICITY - Stream E: Reinvent Your Customer’s Experience and Foster Loyalty Through Operational Excellence

1:30 pm - 2:10 pm Improving Infrastructure, Processes And Innovation For The Customer Experience at ING
Remaining Australia’s most trusted bank, and the fastest growing in Australia, ING’S Lead Process Management Expert Anamica Ramkhelawan will deliver a case study on the importance of scaling processes for business growth. Keeping customers at the forefront of their priorities, ING have worked to implement high customer focused processes to maintain consumer trust and growth.

Anamica will deliver an in-depth study on the work they do in their Australian office, and how the company has learnt to deliver and
learn from their global counterparts to continue the focus on business improvement.

  • Working with stakeholders and global offices to deliver results
  • Understanding the relationship between process management and risk management to improve overall service
  • How ING’s  agile processes is helping the business foster stronger customer loyalty

Speaker:
Anamica Ramkhelawan, Lean Process Management Expert at ING

Anamica Ramkhelawan

Lean Process Management Expert
ING

CUSTOMER CENTRICITY - Stream E: Reinvent Your Customer’s Experience and Foster Loyalty Through Operational Excellence

2:10 pm - 2:50 pm Delivering an Effective Framework Designed For the Consumer to Improve Customer Relations
Teacher’s Mutual Bank’s Tim Powell will deliver a case study on the operational side of delivering effective customer service. With a new take on contact centres, he will discuss TMB’s journey in understanding what their automated teams now look for from contact centres, and the importance of working with IT and stakeholders to deliver service excellence.

  • Understanding what is more effective for improving culture and customer relations: a bottom up or top down approach?
  • Focusing on critical shifts in behaviours and reinforcement techniques for team members
  • Integrating formal and informal interventions while monitoring cultural evolution

Speaker:
Tim Powell, National Contact Centre and Operations Manager at Teacher’s Mutual Bank

Tim Powell

National Contact Centre and Operations Manager
Teacher’s Mutual Bank

CUSTOMER CENTRICITY - Stream E: Reinvent Your Customer’s Experience and Foster Loyalty Through Operational Excellence

2:50 pm - 3:30 pm QBE Study: Financing Business Architecture and Transformation for the Customer Experience
With their team having won the ‘Best Learning Organisation’ at the AITD Excellence Awards, Nicki Doble, Program and Transformation Manager at QBE, will discuss the company’s leadership and change initiatives, which includes effective stakeholder engagement, as well as creating a more agile workplace for customers.

With many organisations practising agile, lean and process improvement methodologies to boost efficiency, Nicki will discuss QBE’s journey in instilling a culture of employee engagement and customer-centricity at the heart of the organisation

  • Putting customers at the forefront of change processes
  • Building an effective business case to support operational processes
  • Aligning customer focused finance with business transformation

Speaker:
Nicki Doble, Program Manager of Transformation and Operational Excellence at QBE Australia

Nicki Doble

Program Manager of Transformation and Operational Excellence
QBE Australia

RPA AND AI - Stream F: Understand the Value of Utilising Robotics and Artificial Intelligence to Streamline Processes

1:30 pm - 2:10 pm Service Improvement at University of Melbourne: Combining Process Improvement and RPA
Brendan Snowden, Associate Director of Service Improvement at the University of Melbourne, and Shiv Chandra, RPA Manager, will deliver a case study on improving a process with robotic process automation. Working collaboratively with all areas across the university, the Service Improvement team utilises Lean Six Sigma, Agile and RPA to deliver benefits to students, researchers and academics. 

  • Understanding the business journey in delivering effective RPA
  • Building for adaptability in the changing operations environment
  • Using process frameworks to assist in addressing the current state of projects

Speaker:
Brendan Snowden, Associate Director, Service Improvement University Services at University of Melbourne

Brendan Snowden

Associate Director, Service Improvement University Services
University of Melbourne

Shiv Chandra, RPA Manager at University of Melbourne

Shiv Chandra

RPA Manager
University of Melbourne

RPA AND AI - Stream F: Understand the Value of Utilising Robotics and Artificial Intelligence to Streamline Processes

2:10 pm - 2:50 pm Embedding RPA in the Heart of Technology, People And Processes to Achieve True Business Excellence
Many organisations understand the benefits of implementing considerable RPA and AI, but upon deployment they experience trouble getting it up to scale. In this session, Grant Kay, Business Lead of Automation and Business Efficiency, will deliver a case study on how MeBank has employed strategic solutions to deliver over 100 bots across their organisation, which has led them to achieving greater impact with their digital process automation

  • Understanding cost innovative approaches and where to invest for future technologies
  • Training teams to accept new technological processes 
  • Connecting disparate data sources across the organisation to prepare for robust predicative analytics and real time decision making

Speaker:
Grant Kay, Business Lead – Automation and Operational Efficiency at MeBank

Grant Kay

Business Lead – Automation and Operational Efficiency
MeBank

RPA AND AI - Stream F: Understand the Value of Utilising Robotics and Artificial Intelligence to Streamline Processes

2:50 pm - 3:30 pm Embedding RPA in the Business to Achieve Enhanced Processes
Many organisations understand the benefits of implementing considerable RPA and AI, but the challenge is getting the initial business case to measure, and then bringing the business along the identification journey.

With automation the enabler to augment jobs for the future, Mirvac’s Lynn Penny will present a case study on how embedding the interaction between RPA and data analytics, and why teaching this to the team, is integral to moving your business forward.

  • Understanding cost innovative approaches and where to invest for your business
  • Connecting disparate data sources across the organisation to prepare for robust predicative analytics and real time decision making
  • Developing teams to assist in the identification of RPA opportunities and to  appreciate the augmentation that RPA brings to processes 

Speaker:
Lynn Penny, Group General Manager Procurement at Mirvac

Lynn Penny

Group General Manager Procurement
Mirvac

3:30 pm - 4:00 pm Afternoon Tea and Networking Break

4:00 pm - 4:40 pm The Relationship between Operational Excellence and Risk Management in Banking and Finance

Instigating an Operational Excellence transformation within your business will often mean you and the team are prepared to take into account the increased risk in transforming the organisation. With the proliferation of companies implementing operational excellence programs, there had become a need to understand the relationship between operational excellence and risk management. This will help in the accumulation of data and building a stronger case for implementing system changes to ensure high success levels.

  • Implementing systems changes to understand the amount of risk
  • you’re prepared to take as an organisation
  • Determining when to outsource and when to automate processes for improved function
  • Understanding the characteristics of risk management from an operational standpoint

Speaker:
Mark Comer, Head of Strategic Enablement at CBus Super

Mark Comer

Head of Strategic Enablement
CBus Super

4:40 pm - 4:40 pm Chair’s Closing Address and End of Main Conference