Thursday: Main Conference Day Two & Masterclasses

7:30 am - 8:00 am Registration and Coffee


David Hadd

Senior Vice President Corporate Continuous Improvement
Webster Bank

Business excellence is a journey of continuous improvement. This particularly rings true to those who have been the earliest to embark on lean six sigma. David was part of 3M’s leadership team when they were launching lean six sigma 18 years ago today the company is at a new level of transformation. He will shed lights on where they are today and how the are working towards the future of problem solving. 
·         Leveraging lean six sigma as the foundation for continuous improvement and leadership development
·         Taking the first steps towards the future of problem solving by integrating data analytics
·         Partnering with IT and transformation team to develop an ecosystem for business transformation
·         Leveraging data to predict and access to deeper insights to accelerate decision making

Wm. Brou Gautier

Director, USAF Continuous Process Improvement & Innovation (CPI2) Deputy Under Secretary of the Air Force, Management (SAF/MG)
US Air Force

8:35 am - 9:00 am KEYNOTE: Radical, Sustainable Productivity Gains with the Next Generation Operating Model

Rohit Sood - Senior Partner, McKinsey
Michael Coxon - Partner, McKinsey
Institutions have long been in search of a “holy grail” of radical and sustainable productivity improvement, whether they are service delivering organizations or goods producing manufacturers. However, in recent years, most organizations see only piecemeal productivity gains and find that breaking out of the stagnation is difficult: only one third of company change initiatives stick and see real results.
A new approach is cutting through the inertia, and proving that it is possible to deliver sustainable productivity gains. The “Next-Generation Operating Model” (NGOM) is giving leading organizations the ability to move quickly, adapt to changing circumstances, and power up their productivity. These companies see step-change improvements of 30 to 50 percent productivity gains, up to 80 percent reduction in turnaround time, 20-30% lower cost of quality, 30-50% inventory reduction, as well as significant enhancement of customer experience.
Led by McKinsey partners Rohit Sood and Michael Coxon, this keynote session will highlight the opportunities for your organization to build an NGOM. You will discover how to:
·         Think holistically about how to deliver end to end customer experiences and avoid silo in your organization
·         Reimagine the customer experience to reveal opportunities to create value;
·         Use multiple technologies (e.g. automation, digitization, AI, advanced analytics) and capabilities (e.g. agility, lean mgmt. systems, culture) in an integrated and wellsequenced way
·         Make sure to build organizational capabilities throughout the transformation to enable long-term impact sustainability

Rohit Sood

Senior Partner


Michael Coxon


9:00 am - 9:25 am Keynote: Genworth’s award winning customer centric transformation: Redefine and digitize your business model E2E

Martijn Gribnau - Chief Operating Officer, Genworth Financial
Financial services is undergoing tremendous changes and experiencing disruptive business models. Meeting new customer demands is paramount: policy application, review and claims time have been drastically reduced. Guided by its transformation roadmap, Genworth took top prize as SQM Group’s Contact Centre of the Year for North America. Martijn will share this journey and lessons learned with us in the keynote session:  
·         The customer is in control, what does that mean to your business?  
·         How to transform your organization around customer needs while becoming more cost effective
·         How to underpin your business model smartly with technology
·         What does it mean for you as a leader

Martijn Gribnau

Chief Operating Officer
Genworth Financial

9:25 am - 9:50 am PLENARY: Processing the Journey: how athenahealth is accelerating their business transformation with Celonis

Corey Balint - Business Process Improvement, Process Mining Insights, athenahealth
What do you do when friction in your processes prevent your service from scaling? Athenahealth saw early traction for the in-demand services it offers clients, but they also noticed that operating costs and client turnaround times began to rise as their services grew.

With a multitude of datasets and processes, athenahealth’s Business Process Improvement team turned to Celonis’ Intelligent Business Cloud to standardize and accelerate performance across several service offerings. In this session, Balint will share key learnings from his experience implementing process mining to streamline athenahealth’s operations and enhance the customer and stakeholder experience. 

Attendees will learn practical takeaways to: 
•Achieve transparency into the current state of business processes
•Identify key areas ripe for automation and process improvement
•Take actions to reduce operating costs and improve customer satisfaction


Corey Balint

Business Process Improvement, Process Mining Insights


The 2020 awards winners from last night will join us on stage to share their journey which has led them to take home the award in their categories. This is your opportunity to ask them what they have done differently and really gain insights into what it takes for successful business transformation.

10:15 am - 10:45 am Morning Break

Track F: Turnaround, Growth & Holistic Transformation

10:50 am - 11:20 am Case study: Best practices in managing organizational process design through turnaround and M&A
Ajay Dedhia - Director, Business Excellence, Pfizer
Organization change often mean huge turnaround and growth opportunities. Yet the task of reorganizing and integrating different operating models to realize the expected value can be complex and daunting. Ajay will share some of the key learnings from his current role at Pfizer:
·         Combining organization process design when new companies join the group
·         Ironing out process transformation during and post M&A
·         Develop a culture of continuous improvement through turnaround
·         Business turnaround and value realization through pipeline acceleration strategies

Ajay Dedhia

Director, Business Excellence

Track G: Process Transformation

10:50 am - 11:20 am Case study: Driving end to end business agility: Speeding up decision making process and time to market through Agile ways of working
Gabriel Millien - Head of Lean Business Transformation and Acceleration, Nestle Purina North America
  • The key components and enablers of Nestle Purina's business transformation
  • Driving greater speed to market, organizational agility, customer centricity whilst achieving significant cost saving
  • Building centre of excellence pillars to build capabilities around change management and business agility

Gabriel Millien

Head of Lean Business Transformation and Acceleration
Nestle Purina North America

Track H: Digital Transformation

10:50 am - 11:20 am Case study: Re-imagine business models and processes and save multi million dollars per year by strategically leveraging digital workforce technologies
Hemant Purkar - Executive Director, Digital Workforce COE, JP Morgan Chase
This case study will share how Chase has successfully deployed and matured their digital workforce agenda with stellar results.
·         Maturing digital workforce deployment through Robotics, Artificial Intelligence and Cognitive solutions
·         Embedding digital workforce with traditional process re-engineering approach
·         Re-imagine a mixed workforce of human and digital employees
·         Develop capabilities through a COE approach and lessons learnt/best practices 

Hemant Purkar

Executive Director, Digital Workforce COE
JP Morgan Chase

Track I: Culture Transformation

10:50 am - 11:20 am Case study: Culture by design: Creating a powerful and sustainable continuous improvement culture
Eric Pope - Vice President Operations, US Synthetic
·         What are key process and leadership principles for creating a CI culture
·         Guiding your culture change with a designed process
·         How are leaders’ behaviours driving culture
·         How to align and engage your workforce all the way to front line workers

Eric Pope

Vice President Operations
US Synthetic

11:20 am - 11:25 am 5 minute changeover

Track F: Turnaround, Growth & Holistic Transformation

11:25 am - 11:55 am Case study: Integrating CI, Data Science, Innovation and Strategy to achieve business and customer excellence
Angela Marano - Managing Director, Business Transformation, Southwest Airlines
Ruben Del Toro - Director Enterprise Continuous Improvement, Southwest Airlines
This case study will share the Southwest Airlines’ holistic transformation program by combining CI, Data Science, Innovation and Strategy.
·         The current state of CI deployment
·         Linking process excellence with customer journey
·         Sharing insights into the progress of  integrating CI, Data Science, Innovation and Strategy

Angela Marano

Managing Director, Business Transformation
Southwest Airlines


Ruben Del Toro

Director Enterprise Continuous Improvement
Southwest Airlines

Track G: Process Transformation

11:25 am - 11:55 am Case study: Leveraging Interactive Analytics and AI technology to improve customer experience
James Ramey - CEO, The Results Companies
Lori Brown - Chief Experience Officer, The Results Companies
·         Demonstrate how you can learn from every interaction and turn them in to meaningful customer experiences
·         Leveraging Interactive Analytics and AI technology to gain a keen understanding of the friction points in customer and agent experience
·         Developing a seamless customer-to-agent interaction flow to improve customer experience and KPI


James Ramey

The Results Companies


Lori Brown

Chief Experience Officer
The Results Companies

Track H: Digital Transformation

11:25 am - 11:55 am Case study: Western Union’s key pillars to developing an Innovation lab that generates exponential business value
Ricardo Badillo - Director, Business Process Management and Automation, Western Union
Innovation labs become a natural step for many business due to the fast pace of changes and transformation, yet it proves challenging to measure how successful it is to your business. Ricardo will share the Western Union experience in this session:
·         Define and develop an innovation culture
·         Create a bank of ideas and develop the innovation lab
·         Coaching the team to have innovation as a mind-set
·         Develop a recognition system for the lab 

Ricardo Badillo

Director, Business Process Management and Automation
Western Union

Track I: Culture Transformation

11:25 am - 11:55 am Case study: Combining LSS and PMO approach to bring process excellence to the next level
Elizabeth Dare - Head of Oncology TR Strategy & Operations, The Janssen Pharmaceutical Companies of Johnson & Johnson


Elizabeth Dare

Head of Oncology TR Strategy & Operations
The Janssen Pharmaceutical Companies of Johnson & Johnson

11:55 am - 12:00 pm 5 minutes changeover

Track F: Turnaround, Growth & Holistic Transformation

12:00 pm - 12:30 pm Case study: Orchestrate and model holistic transformation of strategy, process and talent
Ekaterina Curry - Global Head of Ratings Operations, S&P Global Ratings
In the past 2 years, S&P’s global operations team transformed from transactional support to a value-add business partner and engine modeling transformation across the company. Ekaterina will share the key approaches in:
  • A top-down transformation approach to bring global operations from “good” to “great”
  • Developing skills for the futurea
  • Using Lean Academy and RPA Academy to automate processes and drive business value
  • Transforming from support to partnership with 70% millennials 

Ekaterina Curry

Global Head of Ratings Operations
S&P Global Ratings

Track G: Process Transformation

12:00 pm - 12:30 pm Process Excellence 2.0: Lessons learned on delivering measurable impacts and incorporating cutting edge tools
Steven Hall - Vice President, Process Excellence Leader, Liberty Mutual Insurance
Steven shared Liberty Mutual's multi-year Management System transformation journey last year and it was very well received. He is coming back to the OPEX stage and share an updated case study focusing on measurable impacts and new tools they are venturing into now:
  • Where are we on Liberty Management System implementation?
  • Lessons learned on delivering and widening the measurable impacts
  • Exploring automation and Artificial Intelligence as new tools to solve business problems

Steven Hall

Vice President, Process Excellence Leader
Liberty Mutual Insurance

Track H: Digital Transformation

12:00 pm - 12:30 pm Process Mining: Process mapping for a digitally transformed world
Steven Remsen - Senior Technical Manager, Enterprise Process Excellence, Intel Corporation
As most mature continuous improvement programs will attest, deploying manual process mapping methodologies can be time-consuming activities that are prone to gross inaccuracies due to stakeholders’ and subject matter experts’ subjectivity, partiality, limited scope, or poor visibility within a given process. Process mining is an emerging technology and discipline that seeks to correct these critical flaws in traditional process mapping by using computational algorithms that can quickly and objectively create process models solely from event logs without using any other a priori information. These process models can be further enriched with attribute data to enable advanced data exploratory, data mining, and modeling methods. Essentially, process mining helps breathe life into reality-based, discovered process models for digitally transformed organizations.
Key Takeaways:
  • Understand the three core concepts of process mining: discovery, conformance, and enhancement
  • Review a process mining case study that delivered significant business value at Intel
  • How to select the right process mining solution for your organization that will deliver business value
  • Recommendations how to your PEx or OPx program can take process mining to the next level

Steven Remsen

Senior Technical Manager, Enterprise Process Excellence
Intel Corporation

Track I: Culture Transformation

12:00 pm - 12:30 pm Case study: A path to innovation through a “Shark Tank” program
Joe Jordan - Director of Operational Excellence, Edward Jones
As OE program matures at Edward Jones, the leaders realize that there is a void between long tails multi-million strategic level projects and local area improvement enhancement projects. They have then developed their very own “Shark Tank” program to select and funnel projects in between that has the potential of deliver business value. Joe will share the key learnings though their unique approach and journey:
·         How does the “Shark Tank” program become Edward Jones’ path to innovation
·         Sparkle excitement and develop a culture of innovation in a fun and gamified way
·         Keep the bottom line impact in check: What has been the ROI?  

Joe Jordan

Director of Operational Excellence
Edward Jones

12:25 pm - 12:30 pm Track sessions (F-J) conclude. Move back into the Plenary Room

12:30 pm - 1:00 pm Closing Keynote: Transform your operating model based on 6 key processes and a cross-company culture

Piotr Pyszkowski - EVP, Digital Transformation & Quality, Alcatel-Lucent
  • Align IT, customer interaction and transformation of your operating model to achieve real results
  • Mange the cultural and continuous improvement challenges of moving from 200,000 to 2,000 employees
  • Negotiate a top down and bottom up culture by building the Digital Factory concept - one process, one system, one transaction
  • How the Digital Studio agile teams define and deliver projects in just 6 weeks
  • How our 6 key operating model processes help run the company, and how to ensure everyone is bought into that bigger picture

Piotr Pyszkowski

EVP, Digital Transformation & Quality

1:00 pm - 1:00 pm End of OPEX Week: Business Transformation Summit 2020

Functional transformation masterclasses feature specific case studies from key functions where most functional transformation programmes take place: Supply Chain, Shared Services, Product Development & Behaviorial transformation.  It aims to provide benchmarking and specific take-always for colleagues who are on similar journeys within that function. 

Spotlight Masterclasses – End-to-end Functional Transformation

Post-Conference Afternoon Spotlight Masterclass 1: CREATING DIGITAL TWINS

2:00 pm - 5:00 pm Creating Digital Twins for you Finance, Supply Chain & Operations to Save Millions
Dr. Lars Reinkemeyer - Vice President of Business Intelligence, Siemens AG
In this Masterclass, Dr. Reinkemeyer will address the industry’s Digital Transformation phenomena and key digital tools that Siemens developed to harness the opportunities of the digital age. Process Mining has established itself as one of Siemens’ key digital tools. Millions of events are visualized and optimized by Digital Twins in the areas of Purchasing, Logistics, Manufacturing, Finance and Distribution. Siemens’ saving amount to tens of million Euros annually. The session will present the technology of Process Mining and real-world use cases from Siemens, where Process Mining has become
a key lever for driving digital transformation. Use cases will include Value Chain Innovations in the field of Purchase2Pay, Manufacturing, Logistics and Order2Cash.
  • How is digital transformation impacting the role of CFO
  • Demonstrate how Digital Transformation is driven by using Digital Twins of the Organization, which allow insights to action from top management to operational teams
  • Demonstrate how Process Mining supports Robotic Process Automation (RPA) and takes advantage of Predictive Analytics and Artificial Intelligence (AI)

Dr. Lars Reinkemeyer

Vice President of Business Intelligence
Siemens AG

Now in its 4th year, Women in leadership masterclass has become an integral part of OPEX Week as we see more and more female leaders rise to the top and break the glass ceiling. Our prestigious female leader panellists will share their personal journeys and practical tips to inspire and help you accelerate your leadership skills.

Reka Mishra

Managing Director, Transformation Office
SVB Financial Group


Sarah Schott

Former Chief Compliance Officer and Vice President
Northwestern Mutual


Samantha Bureau-Johnson

Vice President, Business Process Excellence & Project Management Offic
Blue Cross and Blue Shield of North Carolina


Eileen Boster

Assistant Vice President
Commerce Bank

Post-Conference Afternoon Spotlight Masterclass 3: MASTER YOUR INFLUENCE

2:00 pm - 5:00 pm Master your influence - 7 Keys to Employee Engagement
Paul Critchley - President, New England Lean Consulting
Henry Ford once reportedly posed this question: “Why is it every time I ask for a pair of hands, it comes with a brain attached?” Contrast this to Taiichi Ohno’s quote, “People don’t go to Toyota to work, they go there to think.”

The important difference is having a highly-engaged versus a disengaged workplace. Consider these facts:
• 3.5 million people in the USA quit their jobs every month
• 67% of employees report feeling disengaged from their jobs on a daily basis
• 76% of employees report “feeling tired” at work (15% have actually fallen asleep!)

Lean is hard enough; trying to do so with an unmotivated, tired, overwhelmed and overworked team is impossible.

In this interactive program, we expand upon the real reasons people are resistant to change and what you can take action on immediately to create organizational change for the better. We’ll share proven tools and techniques that will help you garner support for your Lean transformation, giving you the absolute best chance for sustained Lean success.

Paul Critchley

New England Lean Consulting

Post-Conference Afternoon Spotlight Masterclass 4: Business Process Management - transforming business DNA

2:00 pm - 5:00 pm Business Process Management - transforming business DNA to drive business turnaround and growth
Cristian Matei - Head of Business Transformation, Veolia Group
Setting up and carrying out an enterprise business transformation program to achieve significant growth and turnaround results is far from an easy task. It is even more difficult to sustain the results afterword and to embed the Continuous Improvement capability within the new created framework. Cristian has done it many times delivering millions in business value. He is a firm believer that Business Process Management is the key methodology that can be deployed to achieve transformation goals and he will share the how in this workshop session, while he will explain the three distinct & chronologically phases of Business Process Management:
·         The management of Business Process (re)Engineering/(re)Design
o    Taking an enterprise architectural overview to holistically design your transformation strategy and ensure it’s linked with business goals and stakeholder needs
o    Why wave after wave of “flavors of the day”-type programs failed?
o    The digitalization trap – like it or not, digitalization is part of Business Process (re)Engineering/(re)Design or Improvement, not the other way around…
o    Redesign business processes, organizational structure & business setup, align vertically and horizontally all KPI’s - all with the business architecture in mind starting from the top of the organization
o    Developing robust risk management system to ensure business continuity
o    Develop Human Capital with crystal clear competency matrix & metrics that are process roles based to change the company DNA
o    Implement flexible management system – aligned procedures, work instructions, job descriptions - to integrate all organizational developments to drive continuous improvement and deliver sustainable results
·         The management of Business Process Execution and Business Process Quality (during execution)
o    How should we manage the day-to-day execution of our Business Processes?
o    How to move from “opinion based” management to “data driven” management?
o    How can we really deploy successful and sustainable Quality-type Programs while executing our Business Processes?
§  How to make Non-Conformity Management, Root Cause Analysis etc. work?
·         The management of Business Process Continuous Improvement
o    How can we really deploy successful and sustainable Continuous Improvement Programs?
§  How to make Lean, Six Sigma, Agile etc. work?
o    How to integrate & align the Quality, Continuous Improvement and digitalization-type programs in the Company?

Cristian Matei

Head of Business Transformation
Veolia Group

CPP Training Level 1-2

2:00 pm - 5:00 pm CPP Training Level 1 - 2