August 19 - 21, 2019 | San Diego

Main Conference Day Two

7:30 am - 8:20 am Registration and morning coffee

8:20 am - 8:30 am Chairperson’s opening remarks and welcome

8:30 am - 8:50 am Plenary Fireside chat Leading the digital change with a customer edge: Mobility, Analytics and AI driving the future of customer experience

·         Transform your business starting from transforming your customer experience
·         What are digital savvy customers look for in your product and services
·         How are technologies such as mobility, analytics and AI driving new ways of improving customer experience

8:50 am - 9:20 am Plenary keynote case study Build market and customer trust with process excellence internally and externally, when it matters the most!

Melissa Hall-Cohn - Vice President, Customer Experience Process Improvement, Equifax
Susan Armstrong - Senior Vice President, Global Process Improvement, Equifax
In early 2016, Equifax established a Customer Experience process improvement team to refine the company’s CX vision and deliver on CX-related initiatives. CX has become a cornerstone in their business. This joint presentation will outline the origin of CX process improvement, the mechanics of incorporating CX into operational excellence, and key areas of process improvement focus going forward.
·         Origin of CX process improvement
·         A top down approach led by senior executives (Customer Experience Council)
·         Identifying initiatives to support the vision
·         Utilizing customer personas, customer journey mapping, and gap analysis to really transform customer experience and deliver the customer vision
·         Growing an enterprise-wide transformation program to support customer transformation and operational excellence
·         Digital enablement for the next level of business excellence: Developing robotics and self service capabilities

Melissa Hall-Cohn

Vice President, Customer Experience Process Improvement


Susan Armstrong

Senior Vice President, Global Process Improvement

9:20 am - 9:40 am Plenary case study Case study: 20 years of continuous improvement - McKesson’s transformation based on lean, six sigma, automation and business redesign

Damon Werner - Vice President, Business Optimization & Six Sigma, McKesson
This year, McKesson celebrates their 20 years anniversary since starting their lean six sigma journey. There have been changes throughout the years along with tremendous amount of learning. Damon will share the key lessons learned throughout their 20 year journey especially on achieving sustainability and longevity, whilst continuously re-engineering to adapt to the changes in the market.
·         Aligning methods and policies to achieve consistency across the entire enterprise (methodology, monetization/validation, training & certification, etc.)
·         How has the umbrella of process improvement evolved throughout the years with new tools to spark innovation
·         Why have some business unit programs failed? - Re-directing the approach and investment to become more pragmatic and focusing on change management
·         Overcoming challenges the new journey begins: Redesign the corporation from top to bottom and how process improvement will play a role in the implementation and go forward plan 

Damon Werner

Vice President, Business Optimization & Six Sigma

9:40 am - 10:00 am Plenary case study A smart utility transformation case study: Identifying digital opportunities and transforming key functions and operations for agility, efficiency and security

Rémi Raphael - Director Business Transformation, Duke Energy Corporation
·         Identifying and evaluating digital opportunities across the organization to implement digital strategies where you can create the biggest business impact
·         Implementing AI level of analytics to provide speedy response to customer demands: sharing real life examples
·         Digitizing key functions including supply chain and  finance
·         How is Analytics, Design thinking and Operational Excellence teams work  collaboratively to deliver enterprise level transformation
·         Working on strategies with HR organization to reskill employees for the future

Rémi Raphael

Director Business Transformation
Duke Energy Corporation

10:00 am - 10:20 am The Radical Paradigm Change for your Business Excellence Platform

Therese Costich - Vice President of Strategic Initiatives, Salient Management Company
This plenary session will cast light on how companies can conquer inertia by harnessing today’s massive computing power with the human mind’s great ability to reduce massive data to actionable understanding. 
·Embrace the change to lower costs, improve efficiencies and boost revenues and profits in the near term
·Nurture continuous improvement to thrive far into the future
·Business Excellence begins with Business Transformation and the change must be embraced from the C-suite through all levels of the organization

Therese Costich

Vice President of Strategic Initiatives
Salient Management Company

10:20 am - 11:00 am Morning refreshments and networking break in the exhibition hall

Track A: Strategy Transformation

11:00 am - 11:30 am The future state of mind for business and digital transformation
·         An outside-in approach:  Change the way you change with a focus on your customers
·         What is the end game for digital transformation
·         How to design your process for the digital age

Track B: Technology Excellence & Digital Transformation

11:00 am - 11:30 am Taking Digital to the Limit: Reinventing the Core of the Mortgage Loan Process with End-To-End Intelligent Automation
Grounding your organization’s digital transformation in people, processes, and technology is a must. Just digitizing existing manual processes won’t work; companies must rethink and reimagine the entire set of processes by starting at the end state and working backwards. 

Mapping out the touchpoints, workflows and capabilities required to deliver a consumer driven mortgage experience is part of the next generation operating model. The use of data and automated processes will enable lending institutions to fundamentally change their infrastructure and processes at the core and impact the end user experience.

Learn how our powerful Agile Solutions, utilizing the latest in AI and machine learning can proactively drive human activity to create a frictionless set of processes and products while improving performance from POS to LOS. Deploying new capabilities quickly to streamline and automate the mortgage loan process, enabling real-time sharing/collaboration between people and departments, automate key tasks with workflow throughout the loan lifecycle and reduce loan cycle times will be critical for implementing these forward-looking digital strategies.

Track C: Customer Centric Transformation

11:00 am - 11:30 am Panel Discussion:Creating business and customer impact using a Human-Centered Design mind-set: Case study from an award-winning non-profit
Mike Fenocketti - COO, Alameda County Community Food Bank
·         Challenges and wins from redesigning operations from “inside-out” to “outside-in”
·         Design thinking case study: incorporating voice of the customer feedback into the design of the service experience
·         How skilled volunteers are becoming the future of operational excellence for non-profits
·         The future of scaling up the human-centered design mindset to create customer value

Mike Fenocketti

Alameda County Community Food Bank

Track D: Innovation & Culture Transformation

11:00 am - 11:30 am Employee empowerment: Using military tools to support your organizational culture
Cindy Young - Program Manager, Fleet and TYCOM Enterprise Support, McKean Defense
Expecting everyone on your team to know what decisions they can make at their level may be common assumption, but it may not always be true.  If you would like to learn how to empower your employees to make informed decisions and save valuable time in your day, this session will provide valuable insights in:
·         Using a version of “Standing Orders” to empower your personnel
·         Using your mission statement to better define your inclusion of your personnel in your decision-making processes
·         Encouraging retention of employees and their tacit knowledge through autonomous practices
·         Supporting innovative thought without fear

Cindy Young

Program Manager, Fleet and TYCOM Enterprise Support
McKean Defense

11:30 am - 11:35 am 5 minute transition

·         Consider new strategies for accelerating your process improvement Culture
·         Learn new approaches for developing PI capability and delivering results
·         Assess ways to develop and deliver totally customized learning approaches
·         Learn, from a high-level, how to design effective Blended Learning models
·         Explore if/how Blended Learning can be adapted and deployed for your PI Culture

Kristin Clarke Batoy

Manager, Enterprise Continuous Improvement Center of Excellence
Pacific Gas & Electric Company


Joel Ehle

Chief Strategy Officer

11:35 am - 12:05 pm Combining BPM & Technology to accelerate scale and efficiency: A Fidelity Investment Digital Transformation Case Study

·         The journey of process analysis, design and automation: Streamline, simplify and automate key elements of the process
·         Implement a solution that meets Fidelity’s and our sub-adviser’s rigorous security standards
·         Putting together a team that drives change and transformation
·         Build for the future: next steps 

11:35 am - 12:05 pm Truly understand your customers for personalised and effortless service

Jeff Foster - Director Of Performance Improvement, San Diego Zoo Global
·         How much do you truly understand your customers: Analyse consumer data and embed that into your operating model
·         How personalised can you be? Giving customers exactly what they want, exactly when they want it

Jeff Foster

Director Of Performance Improvement
San Diego Zoo Global

11:35 am - 12:05 pm A value based approach: Continuously driving value and process participation

Chuck DeBusk - Vice President, Performance & Process Improvement, Universal Health
For the past 10 years, Chuck has been responsible for driving effectiveness with a large and very spread out organization of 85,000 employees. This case study will highlight their approach to constantly getting things done and create patient value.
·         What can we learn from Bruce Lee to personalize your operational excellence approach
·         Sharing examples of driving continuous improvement
·         Coping with the new challenges as industry, market and customers change

Chuck DeBusk

Vice President, Performance & Process Improvement
Universal Health

12:05 pm - 12:10 pm 5 minute transition

12:10 pm - 12:40 pm Closing business gaps and creating customer impact through enterprise wide process and behavioral transformation

Steven Hall - Vice President, Process Excellence Leader, Liberty Mutual Insurance
  • The 5 years journey into Liberty Management System: A shift of focus towards enterprise wide transformation
  • Focusing on developing leadership behavior and capabilities for a strong transformation foundation  
  • Developing end to end value streams that’s tied to business strategy and customer impact
  • Moving towards automation: What has been achieved? 

Steven Hall

Vice President, Process Excellence Leader
Liberty Mutual Insurance

12:10 pm - 12:40 pm Creating value from data: ADP’s data driven business transformation case study

Meagan Boson - Senior Director Business Transformation, ADP
Megan leads business transformation with ADP’s $2billion National Account services Business Unit. In addition to process and technology adoption and cultural transformation, one of Megan’s key focuses is Data. Leveraging analytics, cognitive learning and Chatbots to make sense of the data is driving huge business benefits:
·         Aligning NPS to internal metrics for associate and client experience
·         Leveraging change management to gain adoption of new processes and tools
·         Making data your 7th sigma: Uncovering insights beyond the six sigma layer and turning the needle on client experiences
·         Sharing experiences in recent Chabot design and implementation based on design thinking methodologies

Meagan Boson

Senior Director Business Transformation

12:10 pm - 12:40 pm Customer centric process improvement and Robotic Process Automation driving revenue, compliance and customer experience

  • leverage process improvement as a competitive advantage to improve client experience
  • Using root cause analysis and performance analysis in customer complaints department
  • Embedding RPA in the performance improvement structure for enhanced customer and employee experience

12:10 pm - 12:40 pm An enterprise transformation towards becoming a lean six sigma organization – A CDW case study

Charlotte Lewis - Senior Manager, Business process Transformation, CDW
Bob Masterson - Manager, Business Process Transformation Solutions, CDW
·         Understanding and influencing customer behaviors
·         Evolving capabilities of continuous improvement and patterns
·         Accelerating innovation with digital transformation and people capabilities

Charlotte Lewis

Senior Manager, Business process Transformation


Bob Masterson

Manager, Business Process Transformation Solutions

12:40 pm - 1:40 pm Lunch

1:40 pm - 2:10 pm Plenary keynote Rethinking strategy, structure and processes to create a new environment where people and customer experience thrive everyday

·         What does a true customer-centric organization look like
·         Reshape and re-tool to become more customer-centric in process, mindset and behaviours
·         Calculating the business value and impact of change
·         Steps to turn-around to a new way of thinking
·         Gathering feedback and customer needs for today and in the future: A human centered design
·         Putting a process in place to make rapid improvement to enhance customer experience
·         Using data with stories and stories with data
·         Empower the leadership team and train employees to be more customer focused that creates an improvement culture

Dennis Deas

Managing Director, Enterprise Performance Improvement
Kaiser Permanente


John Gomez

Regional Director, Performance Improvement
Kaiser Permanente


Lynn Garofalo

Managing Director, Performance Improvement
Kaiser Permanente

2:40 pm - 3:10 pm Afternoon break

3:10 pm - 3:45 pm OPEX Power Talk Round 2: Culture

3 speakers will give 10 min powerful TED style culture transformation case studies they have implemented in their organizations. Pure value delivered in the most compact and powerful way.

3:45 pm - 4:30 pm Keynote Plenary panel Looking into the future state of process, people & technology to link critical elements together and deliver greater transformation result

Mikeal Scott - Manager, Product Management, Amazon
Reka Mishra - Director Enterprise PMO Centre of Excellence, SVB Financial Group
In this plenary panel discussion, our industry thought leaders gather again to provide a more thought-provocative discussion on the future state of Operational Excellent through predicting the changing landscape in people, process and technology and provide all the attendees some food for thought and take away tips for overcoming tomorrow’s challenges. 
·         Future of business process: Developing end to end process-led and customer-led agile organizations
·         Future of people (workforce): Digital workforce vs. Gen Z workforce – which ones poses greater challenges to your business?
·         Future of Technology: From process optimization to intelligent automation and AI
·         Future of the Customer: Embracing the customer’s digital life for your business

Mikeal Scott

Manager, Product Management


Reka Mishra

Director Enterprise PMO Centre of Excellence
SVB Financial Group

4:30 pm - 4:35 pm End of OPEX Summer 2018