MAIN CONFERENCE - Wednesday, October 21, 2020

7:30 am - 8:00 am Check In and Networking Breakfast

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Les Cyfko

Director, Engineering & Continuous Improvement
PepsiCo

8:10 am - 8:50 am Digitalization: Achieving Unprecedented Levels of Operational Excellence

Amar Narain - CIO & Vice President, Information Technology, Pizza Pizza
• Understanding the potential impact of digitization on your business – and your people
• Selecting, designing and installing operations systems to ensure operations availability and integrity
• Fostering a culture that accelerates technology adoption
• Assessing and ensuring readiness for operations, taking into consideration all aspects of the transition,
including operational processes, roles and delegations of authority, legal and/or operations documentation,
data and IT systems, resources and competencies; and governance
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Amar Narain

CIO & Vice President, Information Technology
Pizza Pizza

8:50 am - 9:20 am Process Mining: Your new Superpower Providing Direct Visibility Into Your Business Processes

Frederic Brosseau - President & Founder, Akuting
Process Mining is a new discipline, quietly developed in Europe in the last decade, and now ready for
prime-time. It is a surprisingly simple, yet robust data science providing near-magical visibility into
business processes. It is now used in various productivity improvement projects, such as Robotic Process
Automation, but also by Internal Audit and Compliance Departments to identify deviations and irregular
transactions.
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Frederic Brosseau

President & Founder
Akuting

INTERACTIVE DISCUSSION GROUPS

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Intelligent Automation: Harnessing the Power of Humans & Machines Working Together
Julie Thyne - Global Continuous Improvement Lead, Dow Chemical
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Julie Thyne

Global Continuous Improvement Lead
Dow Chemical

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Building Brick and Mortar Resilience in the age of E-Commerce

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Developing a Data Strategy as a Critical First Step on Your Digital Transformation Journey

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Lean Transformation: Using Lean to Drive OE
Les Cyfko - Director, Engineering & Continuous Improvement, PepsiCo
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Les Cyfko

Director, Engineering & Continuous Improvement
PepsiCo

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Driving OE to the Frontline: Putting the Business Strategy Into Action

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Digital Strategy: Preparing for the Impact of Digitalization

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Operational Excellence & the Customer Experience

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Progressive Operational Excellence: What Next on Your OE Journey?

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Creating a Culture of Innovation

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Culture Transformation: Making it Stick
Sachin Ahuja - Senior Program Manager, Telus
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Sachin Ahuja

Senior Program Manager
Telus

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am How to Achieve Enterprise Agility and Scalability Through a Human-Digital Workforce

INTERACTIVE DISCUSSION GROUPS

9:20 am - 10:00 am Establishing BPM Governance Capability That Ensures Sustainability and Enhances Value

10:00 am - 10:30 am Networking Break

CUSTOMER EXCELLENCE

10:30 am - 11:00 am Improving Customer Loyalty Through Operations

CUSTOMER EXCELLENCE

11:00 am - 11:30 am How Would Your Customers Rate the Effectiveness of Your Operational Excellence Program?
• Learn how to team with Customer Experience leaders in your
business departments, marketing and IT organizations
• Discover how to establish a customer-driven Operational
Excellence program
• Use the customer journey to organize your business
processes the way a customer experiences them
• Prioritize transformation strategies and improvement efforts
based on Voice of the Customer input
• Convert traditional process metrics into measures that matter
to customers
• Get your co-workers using the same customer mindset in the
way they solve problems and make decisions

CUSTOMER EXCELLENCE

11:30 am - 12:00 pm First Contact Response: Transforming the Customer Experience
The ability to solve customer complaints in in real time is vital
when it comes to customer experience and the bottom line.
Through the ‘First Contact Response’ program, the company
is making resolution available when they need it, not after,
transforming customer service in the travel industry.
• Using the customer journey to organize business processes
the way a customer experiences them
• Developing a culture of Customer Service Excellence
• Establishing the right KPIs to drive customer experience
initiatives to the front line
• Boots on the ground training programs

DRIVING OE TO THE FRONTLINE

10:30 am - 11:00 am What is Your Organization’s Expertise Index?
• How do you properly train CI skills at all levels of the
organization?
• Wading through Six-Sigma jargon, what really matters?
• How can you properly measure the CI capabilities in your
organization?

DRIVING OE TO THE FRONTLINE

11:00 am - 11:30 am Engaging Frontline Managers for Operational Improvement
Frontline managers supervise can over 80% of the workforce, but
are often subject to whirlwind training programs that leave them
ill-equipped for their real job: managing.
• Changing the way front line managers spend their time
• Effectively training employees to become “active” managers
• How active frontline management drives overall performance
• The connection between key, performance focused, management
competencies and front line efficiency
• Ongoing coaching methods critical to sustained performance
improvement
• Empowering frontline managers to lead and identify opportunities
for change

DRIVING OE TO THE FRONTLINE

11:30 am - 12:00 pm How Dow Chemical is Using Short Interval Control to Drive Performance
Julie Thyne - Global Continuous Improvement Lead, Dow Chemical
• What is the difference between a KPI and an SIC?
• How do you choose the right SICs?
• How can Short Interval Control be used to drive sustainable
performance improvements?
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Julie Thyne

Global Continuous Improvement Lead
Dow Chemical

12:00 pm - 1:00 pm Networking Luncheon

1:00 pm - 1:45 pm Empowering Employees for Lasting Change

Anu Pujji - Principal, Operational Excellence, Amazon
• Using empowerment and ownership to evolve culture
• Building agility for lasting transformation
• Leadership techniques driving change an empowering employees
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Anu Pujji

Principal, Operational Excellence
Amazon

1:45 pm - 3:00 pm Putting Your Business Firmly on the Path to Operational Excellence: Critical Considerations for Sustained Execution Excellence

This session will allow you to consider key requirements for sustained OE success, where you feel gaps
exist within your own program, and what action you will take to address the gap.
• Strategy: Vision, Key business Drivers, Set up, Process, Organisation, Tools, Governance, Change Plan
• Priorities: Define priorities, alignment to strategy, optimal mix, creates intended outcomes, roadmap in
place, improvements identified?
• Capabilities: How does your group stack up? Do you have the skill sets to deliver results and do you have
the resources and support?
• Performance: How is you plan delivering against the promise? Do you have the processes, organisation,
tools and governance, have you assessed the gaps and created a plan for the mid-course correction?
• Capacity: Do you have the appetite, commitment and talent to deliver? Do you have the right people and
hands to execute?

3:00 pm - 3:00 pm Chair’s Summary & Close of Conference