11.45 Driving Business Improvement At Shepherd Neame - Britain’s Oldest Brewery

In mid 2008, Shepherd Neame embarked on a transformation. This programme meant board-level changes, a roll-out of SAP, and installation of a state-of-art bottling line. New processes, objectives and measures, all founded on Lean and Six Sigma principles, were also introduced. The results have been striking and in this session, Tom will look at the key elements of this journey, focusing in the operational areas of production, packaging and distribution.

• Leading business improvement in a traditional company
• Developing a learning culture to support improvement initiatives
• Rolling out new measures and objectives
• Using Six Sigma to drive plant performance
• Deploying Lean and Six Sigma methods without confusing your workforce

Tom Falcon
Director of Production and Distribution
Shepherd Neame Brewery

12.30 Process Change - Big Bang Or Step-By-Step?

• Recognising the best ways to map processes, the tools and methodologies
• Maintaining traction and momentum in order to deliver real value, sound
• ROI and improved client service
• Ensuring the right people own the processes
• Leveraging the knowledge across the business

Peter Kirby
Head of Solutions Development Transformation and System Services
Kleinwort Benson

14.20 Ensuring Your Change Sticks Through Effective Knowledge Management

This session is a small organisation’s guide to undertaking continuous improvement and ensuring the changes you implement are sustained through effective knowledge management.

• Creating a team and infrastructure to deliver and support sustainable change
• Enabling quick impact assessment of change initiatives, effective deployment and involvement and engagement of all stakeholders
• Instilling a methodology for supporting engagement and involvement of your most valuable resource
• Adopting an approach to continuous improvement that has been effectively deployed in the public sector

Phillip Roberts
Head of Business Improvement
General Medical Council

15.05 What A Difference A Year Makes – Using Process Excellence To Move From Potential Losses To Profitability

• ‘In the business, by the business, for the business’ – how to ensure engagement throughout
• Enabling quick decisions and quick turnarounds needed to ensure success
• Gaining CEO support in order to implement large scale improvements
• Using Process Excellence results as a KPI to increase performance from the workforce

Gerard Poolman
Head of Process Excellence
APM Terminals

16.15 Process Improvement Visionary Council: The Leading Visionaries In Process Excellence Answer Your Questions

In an original format this European first PI Visionary Council provides reflection on the role of Process Excellence in transforming business and moving into the economic upturn:

• How can Process Excellence evolve to meet the challenges of tomorrow?
• How can Process Excellence be used to drive growth and customer experience in addition to cost cutting?
• What does the recent recession mean for the future of Process Excellence?

Interview hosted by Rene Carayol, Senior Executive & former Board Member for Pepsi, Marks & Spencer, IPC Media & The Inland Revenue.

Confirmed Panellists:

Thom Keehan
Business Transformation and Integration Leader
GE Money Bank

Tony Gatusso
Vice President for LSS Business Transformation for our Developing Markets
Xerox

17.20 Aligning Business Process And Technology In The New BA Organisation

• Achieving over 50% reduction in the cost of BA's IT operations
• How the Web is revolutionising customer and employee enabled systems
• How to ensure improvements during a time of recession

Paul Coby
CIO and Head of BA Services
British Airways

18.00 Chairman’s Close Of Day Address

11.45 Lean Plus: Moving From Tactical Lean Events To Sustainable Process Improvement

Your first lean improvement events will have provided quick wins. The next logical step for ensuring long-term continuous improvement is to embed the principles in all parts of your enterprise. The methodology to revolutionise how you can sustain your gains and achieve a paradigm shift to move exponential through your Lean/continuous improvement implementation will be presented and will include:

• Extending Lean principles across the entire value stream to increase efficiency and drive growth
• How to keep the Continuous
• Improvement culture thriving when bringing in new businesses
• Involving the customer and suppliers directly with the planning and implementing of the your projects to increase velocity and engagement
• Embedding Strategic outlook into
• Process Improvement projects in order to successfully plan for the future

Karen E. Darrow
UK TLCS Operations & Lean+ Manager
Boeing Defence UK Limited.

12.30 “Learning To See” - Applying Lean Thinking To Administrative Process Improvement

This manufacturing company completed a very successful lean programme across manufacturing and supply chain. The results were astounding – tripling of UK manufacture capacity, major client stock replenishment cycle reduced from 110 days to 5 days. So they were surprised and disappointed when their efforts to “Lean the office” floundered. In this presentation you’ll hear how they eventually overcame the process improvement adoption challenge and the administrative processes improvements they have now achieved.

Eddie McDermott
Operations Director
New Balance

Richard Parker
EVP
Nimbus

14.20 Creating A Customer-Focused Culture

Culture plays an important role in the success or failure of any customer experience initiative. With individual companies having completely different corporate culture, there is not one simple answer to success within the realm of customer experience. There are several key areas which must be taken into consideration before an organisation can even begin to think about changing one’s culture and building a more customer focused organisation. This session will discuss key areas to consider when deciding whether to adopt a true customer focused culture, and the results that this can bring.

• How do you know if you have a customer-focused culture?
• What level of customer focus is appropriate?
• How do you build a customerfocused organisation?
• What is the leader’s role in a culture transformation?
• What are the key steps in changing to a more customer-focused culture?
• Considerations for change – strategy, structure, process, metrics, and people
• Measuring loyalty – What happens beyond NPS?

Scott Hermanson
Commercial Excellence Leader
Corning

15.05 Tailoring A Customer Dialogue As An Essential Way To Improve Customer Service Processes

• Applying various types of customer feedback to identify key deficits and their root causes
• Establishing a hierarchical process of creating and applying customer feedback to the stakeholders
• How to use the communication of individual process insights to customers for reducing uncertainties, eliminating errors and avoiding failures.

Joachim Majus
Head Professional Project Management and Business Design
Deutsche Telecom

16.15 Process Improvement Visionary Council: The Leading Visionaries In Process Excellence Answer Your Questions

In an original format this European first PI Visionary Council provides reflection on the role of Process Excellence in transforming business and moving into the economic upturn:

• How can Process Excellence evolve to meet the challenges of tomorrow?
• How can Process Excellence be used to drive growth and customer experience in addition to cost cutting?
• What does the recent recession mean for the future of Process Excellence?

Interview hosted by Rene Carayol, Senior Executive & former Board Member for Pepsi, Marks & Spencer, IPC Media & The Inland Revenue.

Confirmed Panellists:

Thom Keehan
Business Transformation and Integration Leader
GE Money Bank

Tony Gatusso
Vice President for LSS Business Transformation for our Developing Markets
Xerox

17.20 Aligning Business Process And Technology In The New BA Organisation

• Achieving over 50% reduction in the cost of BA's IT operations
• How the Web is revolutionising customer and employee enabled systems
• How to ensure improvements during a time of recession

Paul Coby
CIO and Head of BA Services
British Airways

18.00 Chairman’s Close Of Day Address

11.45 Progressive Transformation; Everywhere, Everyday, Everyone.

Programmes based upon improvement projects usually generate significant ROI, but this has never been enough on its own to transform the long-term performance of an organisation. In this session Jan and Jane will outline their approach for going far beyond problem solving programmes towards continually optimising the whole organisation, from everyday processes to strategic projects and innovation. Drawing on their insights from over 25 years experience, and the latest knowledge of natural systems principles, to vastly increase the impact of effective methods and tools, taking them far beyond short-term financial payback into enduring personal and organisational transformation. The session will be illustrated by examples from different kinds of organisations, and supported by their newlypublished book, “Working with the Grain” which will be available at the conference.

Jan Gillett
Deputy Chairman
PMI

Jane Seddon
Chairman
PMI

12.30 12 Years Of Six Sigma And Still Getting Results – How To Ensure Longevity Of Six Sigma Benefits

Using statistics to diagnose problems and identify savings for advanced processes.

• Overcoming the obstacles associated with the evolution of
• Lean Six Sigma over the past decade
• Using statistics in chemical and commercial areas to diagnose problems

Marcel Kranenburg
Business Process Improvement Leader
SABIC Innovative Plastics

14.20 Avoiding The 7 Year Itch – How To Keep Process Excellence Flowing Across A Global Organisation After 7 Years

Starwood Hotels & Resorts is one of the leading hospitality companies in the world, and has used Six Sigma for more than 7 years. Their Europe, Africa & Middle East Division (EAME) has delivered thousands of projects to date and transferred over 2000 best practices. Not only on cost reductions, Starwood prides itself on its Customer Excellence programme and revenue generating projects. Six Sigma has become the way they do business. In this Session discover the keys to Starwood’s success.

• How Lean can work alongside Six
• Sigma to improve efficiency
• Using customer metrics to build a successful customer loyalty programme
• Training senior managers the basic methodologies to gain their sponsorship of improvement programmes
• Taking local best practice global to ensure standardised improvements
• Looking to the future – what’s next for Starwood?

Nina Oakes
Regional Director of Six Sigma & Operational Innovation
Starwood Hotels and Resorts

15.05 Whistleblower: The Truth About Outsourcing

• Evaluate the pros and cons of outsourcing in the current environment
• Assess the benefits of higher ROI but at what cost?
• Debate what the future holds for outsourcing

Session Facilitator to be announced

16.15 Process Improvement Visionary Council: The Leading Visionaries In Process Excellence Answer Your Questions

In an original format this European first PI Visionary Council provides reflection on the role of Process Excellence in transforming business and moving into the economic upturn:

• How can Process Excellence evolve to meet the challenges of tomorrow?
• How can Process Excellence be used to drive growth and customer experience in addition to cost cutting?
• What does the recent recession mean for the future of Process Excellence?

Interview hosted by Rene Carayol, Senior Executive & former Board Member for Pepsi, Marks & Spencer, IPC Media & The Inland Revenue.

Confirmed Panellists:

Thom Keehan
Business Transformation and Integration Leader
GE Money Bank

Tony Gatusso
Vice President for LSS Business Transformation for our Developing Markets
Xerox

17.20 Aligning Business Process And Technology In The New BA Organisation

• Achieving over 50% reduction in the cost of BA's IT operations
• How the Web is revolutionising customer and employee enabled systems
• How to ensure improvements during a time of recession

Paul Coby
CIO and Head of BA Services
British Airways

18.00 Chairman’s Close Of Day Address

11.45 AWD - The right technology for process excellence programs

This session takes a look at how a world class process management application can complement lean and six sigma initiatives to remove 'non value' manual steps, reduce overall processing costs and deliver high quality customer service.

Attendees will learn about the latest AWD10 release, and hear from DST Global Solutions about how it is not just another BPM tool kit but a serious business owned, easy to integrate application with features such as:

• BPMN Modelling
• Process Orchestration
Activity Dashboards
• Integrated Content Management
• Optimised Work Allocation and Rendezvous
• Quality Measurement and Reporting

Those responsible for operational efficiency and quality should come and see what AWD10 has to offer.

Lisa Williams
Global Product Director
DST Technologies

John Flynn
Solutions Director
DST Global Solutions

12.30 “Operational Excellence – Signalsfromnoise – Get The Plane Facts”

• How process, not necessarily documentation or people, and signalsfromnoise® can contribute to sustainable achievement in
• Operational Excellence
• The benefits of providing categorical evidence of where an initiative/ project/programme/ investment is delivering sustainable improvement
• How capturing this evidence can enable organisations to share best practice
• How responding to key issues is crucial in terms of reduced cycle times
• The benefits of engaging everyone involved in the operation, managers, operational staff and analysts in making improvements.
• How to divert staff from mundane report generation and sifting to investigating improvement actions

Lightfoot Solutions

14.20 We Are Currently Sourcing Solution Providers To Demonstrate The Following Solutions In These 40 Minutes Showcase Opportunities

• BPM & Re- Engineering
• BI
• Simulation Tools
• Project Tracking
• Lean Workflow Management
• Training & Blended Learning Solutions
• PLM

Please contact Stephen Swarray for more information. +44 207 368 9500

15.00 – 18.15 Decision Makers Exchange

Exclusively for the primary budget holders or member of decision making units. Pre-qualification necessary, including confirmation of decision making power from C-Suite management.

15.00 Welcome And Presentation: Process Excellence For Decision Makers

• Where is the ROI for Process
• Excellence now?
• Are quick wins really possible?
• What investments are essential?
• What is a realistic budget for your organisation size?

15.45 Speed Networking And Informal Networking

16.15 Process Improvement Visionary Council