01 - 03 April, 2019 | London, UK

Conference Day One - Tuesday 2nd April

8:30 am - 9:00 am Registration & Networking

9:00 am - 9:10 am Introducing the key objectives for OPEX Leaders Europe 2019

  • Models for creating the agile organisation of the future 
  • Lessons learnt and business outcomes from implementing process mining, RPA at scale and AI 
  • Fresh ways to embed customer-centric improvements across a complex business 
Peter Evans, Director LCI for Business Service Operations at LEGO

Peter Evans

Director LCI for Business Service Operations
LEGO

Senior executives share their views on how operational excellence fits into their strategies and their approaches to our key conference objectives in this relaxed lounge chair discussion. Find out how they are managing transformation and improvement within the business, their approaches to the cascading of goals, what is working and what are failures they have learnt from. Also, how are they balancing long and short term priorities to ensure that OPEX isn’t forgotten?  

Richard King, Chief Legal Operations Officer at Herbert Smith Freehills

Richard King

Chief Legal Operations Officer
Herbert Smith Freehills

Mark Stone, CEO at South Oxfordshire and Vale of White Horse District Councils

Mark Stone

CEO
South Oxfordshire and Vale of White Horse District Councils

Richard Dening-Smitherman, Chief Operations Officer at Burger King Corporation

Richard Dening-Smitherman

Chief Operations Officer
Burger King Corporation

9:45 am - 10:15 am Big idea speaker: The art of persuasion: marshalling your resources to make an impact and win over adversaries

Interesting facts…
Since being called to the Bar in 1986, Jo has come to practise at the High Court level and above. She is one of the UK’s most sought after barristers, representing high profile cases including acting on behalf of 76 bereaved families in the Hillsborough Inquests. 
The presentation
In a rare speech, Jo will share her unique insights into the art of persuasion and taking an evidence-based approach to winning people over to your view.   
You will walk away with a fresh approach to:
  • Persuasive communication: learn from one of the true masters of the craft, to help win over colleagues who are resistant to change 
  • Presenting evidence and data in a way that builds a on your argument, and how to apply this approach for engaging the C-level 
  • How to cut through objections and win over adversaries at all levels 
Prof. Jo Delahunty QC, Leading UK Barrister at Judge and Professor of Law

Prof. Jo Delahunty QC

Leading UK Barrister
Judge and Professor of Law

10:15 am - 10:30 am Play seriously with LEGO 1 - Train your mind!

Participants will have each been provided with 6 different-coloured LEGO Duplo bricks. In this breakout session, participants can enjoy a fun icebreaker activity and challenge themselves through a number of memory-teasing tasks, which increase in difficulty each round! This is an opportunity to refresh yourself by strengthening your mind-muscle.

10:30 am - 11:00 am Morning refreshments

C. How are companies re-inventing process to be more agile? 
As more businesses move to a more flexible, agile approach to improvement and transformation, OPEX leaders must make key decisions about how to make this work at a practical level within their organisational context. Join to partake in discussion around key issues including:
▪ Implementation of agile squads throughout the business
▪ Changes to organisational structures to support a more agile way of work
▪ What does an agile process framework look like? ▪ How can we transition to it?  
▪ Protecting the end-to-end customer view and long-term planning in an agile environment 
Emilio Ibáñez, Head of Operational Excellence, Nissan 

D. Empowering colleagues from the ground-up to get behind an improvement
▪ Devolving power to colleagues on the coalface: weighing up the benefits and the risks
▪ Putting the systems and processes in place to enable operational colleagues to have input into improvements  
▪ Defining responsibilities throughout a diverse, multi-site organisation and cascading the strategic goals to the frontline
▪ Freeing up the right people to contribute to CI in a meaningful way 
▪ Creating lasting communication and engagement with different types of colleagues to keep the change alive
John Bilsland, Head of CI, Network Rail 

E. Collaboration across the globe: underpinning enterprise-wide change
Collaborating within a global team can be a job on its own: keeping an initiative alive, the stakeholders engaged, the message right, and not overlooking a site. 
Here we will share novel approaches to collaboration including reliable and engaging tools, creative ideas for engagement and how to avoid common failures. 
Gerard C. Poolman, CI Lead, Shell Chemicals

G. Process mining: a practical guide to the benefits and implementation
Process mining is one of they key innovations to move into the OPEX world in recent years. For those who are looking to employ this solution, this discussion will answer questions including but not limited to:  
▪ How it works and what to expect from a process discovery project 
▪ What are the requisite data and systems? 
▪ What do you need to know about integrating process mining solutions within your current systems? 
▪ What are the measurable business benefits from the existing case studies?  

H. Embedding RPA within the organisation as a new business as usual
Robotic Process Automation (RPA) is here to stay – but how can you best position your business to take advantage of this powerful technology? Join Signavio & BPM-D to learn:
  • How to quickly identify areas of value for RPA
  • How to strike the correct balance between automation and good honest process improvement
  • What tools are available – demystifying the technologies and selecting the appropriate one
  • The simple journey from discovery to implementation
Peter Franz, Managing Director & Co-CEO, BPM-D

L. Procurement transformation: lessons learnt 
Howard will give the group an update on the NHS Procurement Transformation Programme, followed by discussion with the group around what lessons others can draw from the NHS experience. Key topics for discussion include:  
The forward view of IT in procurement:  which technologies will act as an enabler for future improvement? 
How we have so far overcome the business transformation challenges and how can we tackle the barriers that lie ahead? 
The evolving view of operational excellence within NHS Supply Chain and within the broader field of procurement 
Howard Blackith, CIO, Supply Chain Coordination Limited, NHS 
 
M. Reporting the business value of OPEX activities in an innovative way that engages the board
Learn a new visual model for reporting on the progress and business value of your improvement initiatives across the business, followed by discussion and questions from the group. 
▪ An innovative model for representing the results of your CI programme in a holistic, visual way
▪ How much detail to put into your reports and why 
▪ Focusing your report around the strategic objectives of your programme 
▪ Making your visualisations dynamic, representing progress and savings over time
Marcin Golabek, Continuous Improvement Director, Ficosa

N. Taking a Lean approach to RPA implementation as an enabler for service productivity
Dominique will share a short case study about the DNA experience of RPA and Lean implementation across the service area of the major Telco business, followed by a sharing of experiences and questions from the group. Points for our discussion will include: 
▪ Re-designing organisational structures and responsibilities around the introduction of new robot colleagues 
▪ Taking a Lean approach to adapting work flows in an environment incorporating robotics 
▪ Managing the transition to a hybrid digital/human workplace, bringing people on board across the Service area
▪ What business outcomes have we seen from RPA so far and what are our future plans? 
▪ What would we do differently if we had our time over?
Dominique Akl, Head of Corporate Service Delivery, DNA

I. Play seriously with LEGO 2 – Build your vision!
Using a number of LEGO bricks, the aim of this session is to build a model representing the solution for an abstract business problem (formulated by the facilitator) in collaboration with your team. As a group, you will discuss the challenges and ideas for achieving your specific goal, work to find a common vision, and model the pathway to success using the builded objects to represent each critical step. This session is an opportunity to learn through play, transforming abstract objectives into tangible ideas through physical expression. You could exercise your creativity as well as fuel imaginative thinking.  

P. Why your senior executives need help and what OPEX leaders can do for them
The next frontier on many senior OPEX professionals’ roadmaps is to apply improvement tools at the leadership level, to support decision making and create a culture that strives for excellence from the very coalface all the way to the top. You will hear a practical case study followed by a discussion around the challenges of making this happen. In particular, we will be covering:  
▪  The demands on senior executives to make key decisions and the implications of those decisions against a background of increasing time pressure and expectations
▪  How NTMA is tackling these issues and what it has learned from its programme to date
▪  What continuous improvement leaders can do to help their senior executives
John Maxwell, Head of Continuous Improvement, National Treasury Management Agency, Ireland

Howard Blackith, CIO at Supply Chain Coordination Limited, NHS

Howard Blackith

CIO
Supply Chain Coordination Limited, NHS

Peter Evans, Director LCI for Business Service Operations at LEGO

Peter Evans

Director LCI for Business Service Operations
LEGO

Gerard Poolman, Continuous Improvement Lead at Shell Chemicals

Gerard Poolman

Continuous Improvement Lead
Shell Chemicals

John Bilsland, Head of Continuous Improvement at Network Rail

John Bilsland

Head of Continuous Improvement
Network Rail

Marcin Golabek, Continuous Improvement Director at Ficosa

Marcin Golabek

Continuous Improvement Director
Ficosa

Dominique Akl, Head of Corporate Service Delivery at DNA

Dominique Akl

Head of Corporate Service Delivery
DNA

John Maxwell, Head of Continuous Improvement at National Treasury Management Agency, Ireland

John Maxwell

Head of Continuous Improvement
National Treasury Management Agency, Ireland

Tom Lewis, Senior Manager, Organisation and People at Baringa Partners

Tom Lewis

Senior Manager, Organisation and People
Baringa Partners

12:40 pm - 1:40 pm Networking Lunch

1:40 pm - 2:10 pm Case study: Practical implementation of intelligent automation: what impact has it really had on our operations?

  • How we determined whether to use RPA or AI: which approach would give us the best results and why?
  • Experiences of putting IA into production 
  • What benefits were realised and how can they be measured? 
Client presentation introduced by Simon Tarbett, Partner, People and Process Excellence, Baringa Partners 

Emma Buckland, Managing Director, Property Management UK at CBRE Ltd.

Emma Buckland

Managing Director, Property Management UK
CBRE Ltd.

Simon Tarbett, Partner, OE and Intelligent Automation at Baringa Partners

Simon Tarbett

Partner, OE and Intelligent Automation
Baringa Partners

2:10 pm - 2:40 pm Case study: Engaging leaders in OPEX: enabling them to achieve strategic objectives

Valentina will share how she engages Uniper’s senior leaders in OPEX methodologies, guiding them towards a clear commitment for change and a plan on how to cascade their goals. You will find out about:
• The main principles and structure of the leadership programme
• Capturing leaders’ interest in the programme to gain their buy-in and participation
• The iterations the leadership programme has been through, taking on board internal customer feedback
• Why the programme has been so effective in bringing about improvement throughout the business, and what lessons others can take from our journey

Valentina Verrini, EVP Operational Excellence at Uniper

Valentina Verrini

EVP Operational Excellence
Uniper

Rakesh Sangani, CEO & Founder at Proservartner

Rakesh Sangani

CEO & Founder
Proservartner

Strategic process improvement

2:45 pm - 3:15 pm Case study: Using process mining to drive digital transformation
Lars will share key learnings and business results from using process mining as a tool for operational improvement. This case study will cover aspects
such as:
  • Complexity at Siemens AG and the Impact of Process Mining
  • How process mining has improved operational excellence at Siemens
  • For which business processes Siemens has been able to make impact
  • The Digital Process Twin for Order to Cash
Dr Lars Reinkemeyer, Vice President, Global Process Mining Lead at Siemens

Dr Lars Reinkemeyer

Vice President, Global Process Mining Lead
Siemens

Strategic process improvement

3:15 pm - 3:45 pm Afternoon refreshments and Solutions Spotlight
Afternoon refreshments and Solutions Spotlight in the exhibition zone with Baringa Partners and other leading solution providers.

Strategic process improvement

3:45 pm - 4:15 pm The future of operational excellence and CI
The changing position of OPEX within a business and how this is impacting its role
Will the digital transformation wipe out our roles?  How will I stay relevant?
Is Lean still the main methodology or is OPEX focusing on other tools to help create the business of the future? 
Proving the business value of improvement initiatives in a digital world


Gerard Poolman, Continuous Improvement Lead at Shell Chemicals

Gerard Poolman

Continuous Improvement Lead
Shell Chemicals

Strategic process improvement

4:15 pm - 4:45 pm Opportunity to change tracks

Strategic process improvement

4:20 pm - 4:50 pm What every leader needs to know about the state of strategy execution in 2019
With estimates of strategy success rates hovering around 10-30%, a shake-up in strategy execution is long overdue. Far too often leaders find themselves in an impossible position--too many goals, organisational misalignment, and a lethal cocktail of time and resource scarcity when it comes to executing and continuously improving their strategies. This is the session you need to get back on track.

Join Nigel Richardson as he takes you on a journey through the pitfalls of strategy execution in 2019 and why there's reason to be optimistic for the future.
Come along to learn:
  • The prevalent challenges with strategy execution
  • How to assess the maturity of your strategy execution
  • The methods you can use to increase your likelihood of success
  • How a strategy execution platform can resolve the common challenges you're facing

If you want to make this the year you topple your strategic hurdles and gain the knowledge to avoid the pitfalls we often find ourselves stuck in, this is the session for you.
Nigel Richardson, Pre-Sales Director at i-nexus

Nigel Richardson

Pre-Sales Director
i-nexus

Strategic process improvement

4:50 pm - 4:55 pm Opportunity to change tracks

Strategic process improvement

4:55 pm - 5:25 pm Case study: Data-driven approaches to measuring the benefit of a process improvement
As the workplace becomes more data-driven, OPEX leaders are being asked to present more data to prove the value of a performance improvement. Markko will be sharing approaches that have worked for his team at Neste and considering some of the practical issues such as: 
  • Avoiding analysis paralysis with your data and utilising it for performance metrics 
  • Making your metrics more productive, proactive and actionable
  • Extracting more usable data from our systems to analyse the impact of a change and the role of process mining as an enabler  
Markko Rajatora, Director, Business Process at Neste

Markko Rajatora

Director, Business Process
Neste

Strategic process improvement

5:25 pm - 5:35 pm Networking Drinks Reception
Enjoy a luxurious glass of your favourite beverage with your OPEX leader peers, at our rather fancy networking drinks.

Creating a culture of excellence

2:45 pm - 3:15 pm Case study: Fresh, dynamic ways to on-board colleagues for an improvement: gamification, apps and rewards
Sodexo has around 427,000 employees in 80 countries around the world, which brings with it a particularly high requirement for innovation and flexibility in the on-boarding process. Isabelle will share the details of a cutting edge new programme, involving:  
  • Disruptive change: building a gamification approach 
  • Ensuring the change is sustainable 
  • Designing the journey for our people: the app, the content, a new approach to rewards mechanisms 
  • Building prototypes and testing at sites across the group

Caleb Victor, Contract Management & Operational Excellence, Business Process Owner at Sodexo

Caleb Victor

Contract Management & Operational Excellence, Business Process Owner
Sodexo

Creating a culture of excellence

3:15 pm - 3:45 pm Afternoon Refreshments and Spotlight Session
Afternoon refreshments and Solutions Spotlight in the exhibition zone with Baringa Partners and other leading solution providers.

Creating a culture of excellence

3:45 pm - 4:15 pm Case study: Creating a customer centric culture in an organisation steeped in tradition
In a traditional process-driven culture, how do you design a customer-centric model and what are the key elements to making the change sustainable? 
You will hear lessons learnt from the West Sussex and Brighton NHS Trusts Patients First initiative, including: 
  • Getting stakeholders, from top management to coalface, to believe in the purpose of the transformation 
  • Embedding strategies that worked, and learning from those that failed 
  • Key data demonstrating the tangible improvements to the Trusts
  • Transferrable learnings from the programme that could also be applied in the private sector 
Anil Mathew, Former Group Director of Continuous Improvement at NHS

Anil Mathew

Former Group Director of Continuous Improvement
NHS

Creating a culture of excellence

4:15 pm - 4:45 pm Opportunity to change tracks

Creating a culture of excellence

4:20 pm - 4:50 pm Case study: Winning a seat at the table for OPEX and staying there
Gaining and retaining C-level support for OPEX is a persistent challenge for any leader. In this eye-opening case study, featuring their Business Services Operation, you will hear how the LEGO improvement team has made itself integral to business strategy, and the approach they have taken to quantify and communicate the business value of their work, including improving NPS scores and productivity rates in a uniquely LEGO way.   
You will walk away with a new understanding of:
  • Models for measuring the business impact of improvement initiatives
  • The top 3 things to avoid when you are engaging the C-suite 
  • Presenting a business case and representing the OPEX function in a way that inspires executive sponsorship 
Peter Evans, Director LCI for Business Service Operations at LEGO

Peter Evans

Director LCI for Business Service Operations
LEGO

Creating a culture of excellence

4:50 pm - 4:55 pm Opportunity to change tracks

Creating a culture of excellence

4:55 pm - 5:25 pm Integrating mindfulness into the workplace to support a culture of excellence
Mindfulness has been given a lot of air time in recent years – are we missing a trick in the OPEX world if we don’t look to apply it, in our quest to create a culture of excellence?  Dr Malinowski has been researching this topic for 10 years, combining it with his expertise in cognitive neuroscience and meditation. He will share his unique insights into:  
  • The latest findings from relevant research on mediation and mindfulness and its application to the workplace 
  • Practical experiences and promising approaches for creating a corporate mindfulness programme 
  • The potential role of apps in supporting a mindfulness programme in the workplace
  • Embedding this scientific work into practical approaches: how can we actually make mindfulness beneficial in the workplace?
Dr Peter Malinowski, Director of the Meditation Research Lab at Liverpool John Moores University

Dr Peter Malinowski

Director of the Meditation Research Lab
Liverpool John Moores University

Creating a culture of excellence

5:25 pm - 5:35 pm Networking Drinks Reception
Enjoy a luxurious glass of your favourite beverage with your OPEX leader peers, at our rather fancy networking drinks.

Digital transformation for performance, cost and risk outcomes

2:45 pm - 3:15 pm Case study: Designing and delivering a win-win service productivity transformation
Nigel will walk the room through the practicalities of step changing operational and service productivity at a major retailer with over 500,000 colleagues worldwide. 
You will learn about the strategies and tools that have had the greatest effect on performance and how the company was able to use a win-win transformation mind set to underpin lasting operational excellence, including: 
  • Ensuring that robotics were employed in a way that improved the customer experience 
  • Leveraging big data for real-time scheduling and queue management 
  • Taking a pragmatic, flexible approach to balancing the desire for global control of the operating model and devolution to local sites 
  • The four main building blocks that ensured the success of the transformation 
Nigel Fletcher, Former Transformation Director at Tesco

Nigel Fletcher

Former Transformation Director
Tesco

Digital transformation for performance, cost and risk outcomes

3:15 pm - 3:45 pm Afternoon Refreshments and Spotlight Session
Afternoon refreshments and Solutions Spotlight in the exhibition zone with Baringa Partners and other leading solution providers.

Digital transformation for performance, cost and risk outcomes

3:45 pm - 4:15 pm Case study: AXA Travel’s global transformation project: challenges and progress
  • Evaluating digital technologies: what were the major considerations and how did solutions fit in with our digital strategy? 
  • Data and system pre-requisites for the digital transformation 
  • Challenges we encountered in the implementation and what we learned from them 
  • Strategies for bringing people together across the globe: creating cohesive remote teams with collaboration tools, tele-conferencing and face-to-face 
Valentina Smirnova, Head of Operational Transformation at AXA

Valentina Smirnova

Head of Operational Transformation
AXA

Digital transformation for performance, cost and risk outcomes

4:15 pm - 4:45 pm Opportunity to change tracks

Digital transformation for performance, cost and risk outcomes

4:20 pm - 4:50 pm Case study GDPR as an opportunity for digital transformation
  • How master data documentation impacts the digital transformation programme 
  • Maximising efficiency by creating a centralised Data Processing Register embedded into Process Landscapes
  • How to ensure on-going compliance with GDPR in the different stakeholder groups throughout the business
  • Lessons learnt that could be applied to other major change initiatives   
Dr Jan Ricken, Head of Group Organisation and Business Process Excellence at Encevo

Dr Jan Ricken

Head of Group Organisation and Business Process Excellence
Encevo

Digital transformation for performance, cost and risk outcomes

4:50 pm - 4:55 pm Opportunity to change tracks

Digital transformation for performance, cost and risk outcomes

4:55 pm - 5:25 pm Case study: Using a Continuous Improvement Approach to transform your processes across digital/self-serve and voice channels and achieve cost savings while keeping customers satisfied
-          Using CI Methods to understand your customer and align to true customer purpose, make a step change in benefits
-          How to improve customer experience and drive a culture of continuous improvement
-          How to embedding a CI Culture; what to do or not do to make it stick in a sticky environment
-          Finally, some lessons learnt for the next intervention
 
Anita Tadayon, Transformation Director at British Gas

Anita Tadayon

Transformation Director
British Gas

Digital transformation for performance, cost and risk outcomes

5:25 pm - 5:35 pm Networking Drinks Reception
Enjoy a luxurious glass of your favourite beverage with your OPEX leader peers, at our rather fancy networking drinks.