San Diego, California | August 24 - 26, 2020

Conference Day 2 - 08/28/2019

8:00 am - 8:30 am Get your morning coffee and refreshments to help you start the day!

8:30 am - 8:40 am Chair's Welcome Address

José Pires - Founder & President, Excellence & Innovation
img

José Pires

Founder & President
Excellence & Innovation

8:40 am - 9:05 am Keynote Case Study: How athenahealth is accelerating their business transformation with process mining

Zachary Taylor - Business Process Improvement – Process Mining Insights, athenahealth
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--both defined and yet-to-be-defined--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 and Taylor will share key learnings from their experience implementing process mining to streamline athenahealth’s operations and enhance the customer 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
img

Zachary Taylor

Business Process Improvement – Process Mining Insights
athenahealth

img

Corey Balint

Business Process Improvement - Process Mining Insights
athenahealth

9:05 am - 9:30 am Keynote: Impacting tomorrow’s workforce: Gen Z will transform your organization

It’s simply not responsible for the modern organization to overlook Gen Z. By 2020, just a year from now, roughly 20% of the workforce will be made up of Gen Z. While millennials forged a path for the adaptation of technology, Gen Z grew up alongside technology. Millennials worked with organizations to adopt new technologies, test and learn systems and introduce digital ways of working. Gen Z, on the other hand, expects organizations to have this all figured out. They expect technologies that will motivate them, recognize their achievements and allow them to do their jobs seamlessly.
They don’t know a time when information wasn’t readily at their fingertips. This changes how they work, what they value in an organization and how they imagine their careers.
This session will explore how:.
  • Businesses can better empower and enable Gen Z to drive overall business improvement and growth
  • Encourage innovative approaches to problems, and challenge the organization to act more accountable
  • Bring new challenges and opportunities to the workforce through Gen Z’s entrepreneurial spirit.

9:30 am - 10:00 am Keynote Panel: Operational intelligence in the digital age: what it takes to ensure a sustainable OPEX program

Franklin Davis - Principal Operational Excellence Leader, Genentech
Mark Hindelang - Global Program Manager - Operational Excellence, Uber
  • The importance of aligning cross-company initiatives to form a cohesive approach
  • Discover the nuances of prescriptive and preventative strategies
  • Establish clear consistent strategies for tech-enabled OPEX to ensure sustained improvements.
img

Franklin Davis

Principal Operational Excellence Leader
Genentech

img

Mark Hindelang

Global Program Manager - Operational Excellence
Uber

10:00 am - 10:30 am Applying Emotional Neuroscience to Achieve Process Excellence

Ravi Rao - Former Strategy Director, Novartis
You cannot achieve process excellence without emotional excellence. In this interactive 30-minute exercise, conference attendees will be led through an interactive experience to understand how mindsets and emotional barriers interfere with achieving transformation.

Ravi Rao

Former Strategy Director
Novartis

10:30 am - 10:55 am Grab a top up on your coffee

Track D: Leading Transformation

10:55 am - 11:25 am The state of strategy execution present and future: briefing and discussion
Nigel Richardson - Pre-Sales Director, i-nexus
Overcome 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
img

Nigel Richardson

Pre-Sales Director
i-nexus

Track D: Leading Transformation

11:25 am - 11:30 am 5 minute change over

Track D: Leading Transformation

11:30 am - 12:00 pm Creating a culture of continuous improvement
Sriram Govindarajulu - Director, Continuous Improvement, Intermountain Healthcare
  • An evaluation of the 7 key systems, starting from strategy to daily management
  • Enable agility and speed through a foundation of best practice integration
  • How to encourage a best improvement culture through process improvement and problem solving

Sriram Govindarajulu

Director, Continuous Improvement
Intermountain Healthcare

Track D: Leading Transformation

12:00 pm - 12:05 pm 5 minute change over

Track D: Leading Transformation

12:05 pm - 12:35 pm Stay innovative by diversifying your business model with design thinking
Diane Magers - CEO, Customer Experience Professionals Association (CXPA)
  • Digitally transforming your architecture to generate growth
  • Integrating enterprise ethos to your digital strategy
  • Creating digital solutions to improve mobility
img

Diane Magers

CEO
Customer Experience Professionals Association (CXPA)

Track E: Employee Empowerment to Deliver OPEX

10:55 am - 11:25 am Building a culture of Excellence and Innovation that lasts
José Pires - Founder & President, Excellence & Innovation
 Building a culture of Excellence and Innovation that lasts 
- Accelerating innovation and collaborative leadership development to create value
- Engaging all professionals, from front line employees to senior leaders 
- Innovating in real time to "make the impossible, possible"   
img

José Pires

Founder & President
Excellence & Innovation

Track E: Employee Empowerment to Deliver OPEX

11:25 am - 11:30 am 5 minute change over

Track E: Employee Empowerment to Deliver OPEX

11:30 am - 12:00 pm Overcoming stagnancy: How “best practices” can hinder employee innovation
Therese Steiner - Director, Operational Effectiveness, Lexis Nexis
  • Identify the limitations of structuring “best practices” to potential improvement
  • Understand the effect on prospective growth and innovation
  • Achieve a balance between corporate foundations, and operational excellence in order to achieve new areas of development
  • Dichotomy of preserving some best practices and bringing change
  • Innovation game to engage your employees to drive change
img

Therese Steiner

Director, Operational Effectiveness
Lexis Nexis

Track E: Employee Empowerment to Deliver OPEX

12:00 pm - 12:05 pm 5 minute change over

Track E: Employee Empowerment to Deliver OPEX

12:05 pm - 12:35 pm Getting the People Right for BPM
Matthew Morgan - Chief Operating Officer, Executive Vice President, Savills
In order for BPM programs to be effective, it requires a wide range of roles and capabilities. This session explores how to:
  • Plan for a BPM organization
  • Connect and engage BPM talent - establish a framework to obtain and retain talent
  • Apply concepts drive change through BPM
  • Establish the right metrics to assess performance
img

Matthew Morgan

Chief Operating Officer, Executive Vice President
Savills

Track F: Leadership and Culture In Transforming Your Business

10:55 am - 11:25 am How to ensure your organization’s readiness for transformation by building a solid cultural foundation
Steve Waszak - Vice President, Operational Excellence, Greene Group Industries
  • Lessons learned in aligning a legacy culture with your transformation initiatives
  • Gain associate engagement through integrated organizational alignment
  • Understand the importance of governance to empower decision-making
  • Assist integration with an agile mind-set culture for continuous improvement
img

Steve Waszak

Vice President, Operational Excellence
Greene Group Industries

Track F: Leadership and Culture In Transforming Your Business

11:25 am - 11:30 am 5 minute change over

Track F: Leadership and Culture In Transforming Your Business

11:30 am - 12:00 pm From adopting new ways of thinking to institutionalizing new ways of working
Jason Chase - Head of Lean Management, T. Rowe Price
  • Managing constraints to drive innovation & creativity
  • Implementing an inclusive management system that incorporates continuous improvement
  • Motivating colleagues and increasing associate engagement by invoking esprit de corps
  • Making senior leadership visible and accountable
img

Jason Chase

Head of Lean Management
T. Rowe Price

Track F: Leadership and Culture In Transforming Your Business

12:00 pm - 12:05 pm 5 minute change over

Track F: Leadership and Culture In Transforming Your Business

12:05 pm - 12:35 pm Drive sustainable change in your organization by leveraging learning and development
Jennifer Hurst - Global Performance Excellence Leader, Nielsen
  • Demonstrate ROI – measure performance in alignment with business goals
  • Shape a problem solving culture to avoid transformation setbacks
  • Create a balance between the structured strategies needed to transform a large business and the agility needed for a rapidly transforming digital world
img

Jennifer Hurst

Global Performance Excellence Leader
Nielsen

12:35 pm - 1:35 pm Lunch & Networking

Lunch & networking for all attendees. Join us for lunch in the exhibition hall and partake in competitions, games and fun – a chance to win great prizes!

Technology

IDG L

1:35 pm - 2:20 pm Establish the groundwork for your digitalization program
  • Avoid change fatigue by managing the myriad of different technologies and methodologies
  • Understand best practices and gather lessons learned
  • Allocation of resources, and prioritization

IDG M

1:35 pm - 2:20 pm Business Intelligence and process automation accelerating business transformation
  • Develop a Business Intelligence strategy for your transformation
  • Adopt a data first mindset for better decision making
  • How intelligent analytics and RPA work hand in hand to deliver business results

People

IDG O

1:35 pm - 2:20 pm Explore change management approaches to embrace a digital future
José Pires - Founder & President, Excellence & Innovation
  • Identify process of implementation - transitioning from a heavier to a lighter footprint
  • Explore incentives to get users on board, across different generations
  • How to maintain sustainable adoption and integration
img

José Pires

Founder & President
Excellence & Innovation

IDG P

1:35 pm - 2:20 pm Building distinctive capabilities: Bridging the gap between strategy and implementation
Laurie Brooks - Former IT Business Process Architecture, Sr. Principal, Kellogg Company
  • Understand which capabilities are strategic for an effective implementation
  • Establish new ways of thinking to enable distinctive positioning in capability building
  • Push your business to new levels of performance through integrative exercise
img

Laurie Brooks

Former IT Business Process Architecture, Sr. Principal
Kellogg Company

Process

IDG Q

1:35 pm - 2:20 pm Enhance your OPEX strategy development through enterprise strategic alignment
Jean Hammelev - Vice President, Operational Excellence, Sonora Quest Laboratories
  • Trying to stay focused on the vital few, prioritizing
  • Improving value added processes to remain financially viable
  • Aligning enterprise objectives to move forward in the digital age by focusing on customer centricity
img

Jean Hammelev

Vice President, Operational Excellence
Sonora Quest Laboratories

IDG R

1:35 pm - 2:20 pm Develop an evolutionary operational excellence strategy to avoid stagnant growth
Christy Hartner - Senior Vice President, Commerce Bank
  • Develop your journey map: understanding the evolution of the value chain
  • How to model networks for continuous improvement
  • Where to go when the value chain has exploded beyond the organization
img

Christy Hartner

Senior Vice President
Commerce Bank

IDG S

1:35 pm - 2:20 pm Overcome the challenges of establishing an agile framework in a legacy company
Kristine Jarema - Director, Global Project Excellence, Colorcon
  • Address the pain points and frustrations when evolving old methodologies
  • Lessons learned from driving interoperability of old and new processes
  • Be able to prepare a legacy culture for an agile business model
img

Kristine Jarema

Director, Global Project Excellence
Colorcon

IDG T

1:35 pm - 2:20 pm Implementing and managing an RPA program for maximum impact
Michael Meyer - Vice President, Customer Experience and Operational Excellence, Greater New York Insurance Companies
Developing an RPA strategy: The key components (e.g. scope, scale, ROI potential, etc.) Implementing an RPA program: Vendor selection, internal structure & roles, change management, etc. Managing an RPA program for maximum benefits: Governance structure and documentation,quantifying impacts, etc. 
img

Michael Meyer

Vice President, Customer Experience and Operational Excellence
Greater New York Insurance Companies

2:20 pm - 2:50 pm Afternoon Break

In this plenary panel discussion, our industry thought leaders gather to finalize OPEX Summer’s agenda and provide us with some food for thought on the changing landscape of how we do business, and what that might mean for future operations.
  • Future of people: change the way you change
  • Future of business processes: Develop end-to-end process-led and agile organizations
  • Future of technology: reality vs. fairy-tale
  • Is there an end game for business transformation
img

Matthew Morgan

Chief Operating Officer, Executive Vice President
Savills

img

Ken Farer

Former Senior Lead Enterprise Excellence & Business Transformation
S&P Global Ratings

3:20 pm - 3:30 pm Chairperson's Closing Speech

3:30 pm - 4:00 pm End of Operational Excellence Leaders 2019!