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Main Conference Day One

7:00 AM - 8:00 AM Registration and morning coffee


William Botha

Operational Excellence Principal Genentech, a member of the Roche Group
Genentech, a member of the Roche Group

8:10 AM - 8:40 AM Keynote Creating a digital backbone across a global enterprise to enable digital transformation

Gustav Toppenberg, Global Head of Enterprise Architecture & Service Management, Aon
Leading the transformation of a multi-national global organization, Gustav has been responsible for conceptualizing what is referred to as the ‘digital backbone’ throughout Aon. Being an insightful and seasoned strategic executive and transformation agent, with 15+ years of experience in start-up, high-growth and fortune 100 companies, Gustav is revolutionizing process and infrastructure to enable digital to take place within any part of the business.

•Why operations and tech is the No1 enabler in a business
•The concept of a digital backbone to enable any digital transformation to take place across the enterprise
•Ensuring resources are aligned and available in key areas of the business
•Establishing business processes, infrastructure and data is aligned to the efforts
•Advocating sustainable approaches and practices, and sustainable talent
•Where is the opportunity for operations?

Gustav Toppenberg

Global Head of Enterprise Architecture & Service Management
Aon

8:40 AM - 9:10 AM Keynote Strategic transformation as a springboard to the next level

Patricia Hatter, Senior Vice President, General Manager of Services, Intel
You are trying to climb the crest of the growth curve. Will an operational transformation push you to new levels? A fearless, transformative leader Patty at McAfee says yes. When it’s change, or die, most leaders opt to “tweak”; Patty has repeatedly chosen to “transform”. Drawing on her own experiences, Patty shares struggles and successes as she compares experiences transforming the business both when the only way to stay relevant is wholesale business and toolset change, and when the key to jumpstarting growth is innovation and refinement towards operational excellence. If a springboard to the next level is what you are after, join Patty to hear what she sees as key ingredients that you’ll need to make the leap.

•Understand what strength in leadership is required to branch from the current path and undertake a transformation
•Gain the elements of a successful transformation—regardless of business trigger
•Discover the anchor to your journey for leadership, employees and customers

Patricia Hatter

Senior Vice President, General Manager of Services
Intel

9:10 AM - 9:40 AM Rapid customer experience diagnostics & improvement

Healthcare Boardroom

9:10 AM - 9:40 AM Panel Discussion How do business processes need to change to support new commercial models?

Hillary Wilson, Director of Programs and Field Service Operations, Laerdal Medical Mirela Albertsen, Corporate Director, Medical Devices, Adventist Health
Hear from a leading panel of Pharmaceutical and medical devices companies as they restructure to improve business performance in line with new commercial models. Pharma’s are investing to better engage and sell to customers; redesigning tools and processes to be customer-centric, rethinking the traditional medical rep and moving to team selling with the emphasis on value. Join the discussion on how operations can make an impact to be more efficient in this new frontier.

•How are models changing and what impact will it have on existing process / staff?
•How organizations can craft teams, roles and processes to meet the needs of customers and decision-makers
•How can operations best support the transition to new models?
•Having systems in place to ensure compliance on mixed commercial and medical teams

Hillary Wilson

Director of Programs and Field Service Operations
Laerdal Medical

Mirela Albertsen

Corporate Director, Medical Devices
Adventist Health

9:40 AM - 10:10 AM Client Case Study Bite size insight to drive business automation initiatives

To be successful, companies need to understand how to better leverage technology to gain greater insight on what customers want and adapt business operation and offerings to their needs. Hear how IBM is helping clients leverage cognitive computing (Watson) services, business process management, and decision management in small tactical ways to achieve large strategic goals...transformation one bite at a time.

Healthcare Boardroom

9:40 AM - NaN:NaN AM Thought-leader Q&A What will be the impact of next generation technologies on business operations as Healthcare moves to ‘pay for performance (P4P)/pay for value’?

As Healthcare strives to provide higher quality care at a lower cost courtesy of the fast-moving transition to value-based, P4P payment systems, one key question for all providers is how can emerging technologies help in the goal to exceed performance metrics in process, outcomes, patient satisfaction and efficiency? Join this session to glean insights on the latest tech adding value and efficiency to the sector.

•Leveraging technology while reducing cost and risk
•Apps and devices for remote patient monitoring
•Use of the cloud in the Healthcare technology value chain
•Modern technologies to streamline and standardize operations to exceed evaluation metrics
•How applicable are the latest technologies such as Blockchain to the Healthcare space?

10:10 AM - 10:40 AM Conversations between intelligent machines: how the Artificial Intelligence-powered triumvirate of chatbots, RPA, and cognitive automation digitizes front-to-back-office operations

Adam Devine, Vice President, Product Marketing & Strategic Partnerships, WorkFusion

Adam Devine

Vice President, Product Marketing & Strategic Partnerships
WorkFusion

10:10 AM - NaN:NaN AM Aligning strategy with a laser focus on patient experience, engagement and outcomes

Michael Harbour, MD Global Executive Director Infectious Diseases, Office of the Chief Patient Officer, Merck & Co.
Leading healthcare organizations are shifting their work from cost to quality, with patient experience and outcomes being the center of everything they do. This session will look at how to build an internal operating patient-centric program to deliver high-level efficiency and patient quality.
  • How to move from cost-centric to patient-centric performance improvement and quality measures
  • Establishing a performance excellence framework to drive customer-centric innovation and improvement across the healthcare system
  • Examining technology-driven and people-driven service innovations which are delivering results
  • Ensure the Voice of the Patient is heard during process planning and workflow design

Michael Harbour

MD Global Executive Director Infectious Diseases, Office of the Chief Patient Officer
Merck & Co.

10:40 AM - 11:10 AM Networking refreshment break

11:10 AM - 12:30 PM IDG A: Lean enterprise transformation

Howard Grunwell, CI Methodology Lead, Allstate
•Which tools help to accelerate a Lean program and increase speed to market and value
•Rolling out a program with the right skillset, knowledge and best practice thinking

Howard Grunwell

CI Methodology Lead
Allstate

11:10 AM - 12:30 PM IDG B: Using Business Architecture to enable enterprise-wide programs

Jackson Chin, Managing Director & Business Architect , Wells Fargo
•Leveraging Business Architecture to execute the blueprint of the business vision and your operational excellence strategies
•How firms are integrating Business Architecture into their overall performance/OPEX approach

Jackson Chin

Managing Director & Business Architect
Wells Fargo

11:10 AM - 12:30 PM IDG C: How to apply the Kaizen method for greater efficiency and improvement

Marilyn Monda, Chief Executive Officer, Monda Consulting
•Identifying the process and the people involved in the process
•Mapping the process to enable action steps for improvement

Marilyn Monda

Chief Executive Officer
Monda Consulting

11:10 AM - 12:30 PM IDG D: How cognitive computing is enabling transformation and innovation

Nelson Sandhu, Vice President, Member Experience, G&F Financial Group
•Using cognitive to enable robust, actionable insights and better decision making
•Turning digital intelligence into competitive advantage

Nelson Sandhu

Vice President, Member Experience
G&F Financial Group

11:10 AM - 12:30 PM IDG E: Developing a sustainable OPEX program

Mark Fendley, Continuous Improvement Manager, BMW
•How to make OPEX stick from a cultural, forecasting, budgeting and operational perspective
•Embedding transformational change to optimise speed and efficiency while continuously innovating

Mark Fendley

Continuous Improvement Manager
BMW

11:10 AM - 12:30 PM IDG F: Aligning business vision with opex strategy

Peggy Fry, Head of Quality Programs, LinkedIn

Peggy Fry

Head of Quality Programs
LinkedIn

11:10 AM - 12:30 PM IDG G: Harnessing next generation BPM for intelligent business operations

•Building greater execution across complex processes and operations through operational intelligence platforms
•Understanding real-time and 360-degree modelling capabilities


11:10 AM - 12:30 PM Transforming stakeholder engagement across the business

Jessica Grant, Director, Business Process,

Jessica Grant

Director, Business Process

11:10 AM - 12:30 PM IDG I: Customer-centric process redesign

Sally Toister, Senior Director, Operational Excellence – Americas Division, Marriott International
· What it means to be customer-centric
· Rethinking how to deliver consumer and customer-facing experiences

Sally Toister

Senior Director, Operational Excellence – Americas Division
Marriott International

11:10 AM - 12:30 PM IDG J: Planning and executing large-scale business transformation

Amanda Lettmann, Chief Operating Officer & Co-Founder, Simple Disability Insurance
•Planning and leading an end to end process transformation
•Providing the leadership and support needed to ensure successful implementations


Amanda Lettmann

Chief Operating Officer & Co-Founder
Simple Disability Insurance

11:10 AM - 12:30 PM IDG K: BPM or RPA: What is the correct choice for digital transformation?

Dave Marcus, SVP, Strategy, K2
·Identifying the key stages of the digital transformation journey
·Where BPM and RPA applies to these stages to help you achieve your short and long term transformation goals

Dave Marcus

SVP, Strategy
K2

11:10 AM - 12:30 PM IDG L: Performance measurement, KPI’s and how to quantify the value of your opex program

Marvin Raymundo, Senior Vice President, Operational Excellence and Project Management, Banc of California
•The art and science of metrics – choosing the right performance measurements
•How to measure what’s important, not what’s easy


Marvin Raymundo

Senior Vice President, Operational Excellence and Project Management
Banc of California

11:10 AM - 12:30 PM IDG M: Navigating the cultural impact of M&A and strategic initiatives

Linda Mason, Strategic Initiatives PMO Leader, S-One Holdings Corporation
•New ways to anticipate and incorporate culture in operational changes
•Realizing strategic decision-making at the tactical level – making it work and how to ensure you survive

Linda Mason

Strategic Initiatives PMO Leader
S-One Holdings Corporation

11:10 AM - 12:30 PM IDG N: Future-state OPEX – who is tomorrow’s operational excellence professional?

•Defining the skillset of the next generation of OPEX professionals
•Re-setting behaviors and mind set to deliver on the corporate vision

11:10 AM - 12:30 PM IDG O: The madness behind the method and getting those breakthrough results!

Tami Beheler, Lean Six Sigma Master Black Belt, Lilly Research Laboratories, Eli Lilly and Company
•Realizing how to achieve those ‘A-Ha!’ moments in Lean and Six Sigma process
•Quality beyond Six Sigma


Tami Beheler

Lean Six Sigma Master Black Belt, Lilly Research Laboratories
Eli Lilly and Company

11:10 AM - 12:30 PM IDG P: Taking an Agile approach to business transformation

Dietrich Fischer, Director, Business Transformation and Process Strategy, BBVA Compass
•Finding an approach which is right for your business
•How firms are successfully adopting Agile into their OPEX programs

Dietrich Fischer

Director, Business Transformation and Process Strategy
BBVA Compass

11:10 AM - 12:30 PM IDG Q: How to deploy Hoshin Kanri for maximum impact

Riad Ardahji, Senior Director of Production Engineer, Continuous Improvement & OPEX, Leggett & Platt
•Aligning the organization from top to bottom
•How to empower your people


Riad Ardahji

Senior Director of Production Engineer, Continuous Improvement & OPEX
Leggett & Platt

11:10 AM - 12:30 PM IDG R: Becoming a data driven organization

Yona Capobianco, Vice President, Business Process Excellence, BD
· Understanding where to use analytics and how to interpret and feedback data to make strategic business decisions
· Forming partnerships with key teams across the business to share intelligence and deliver value

Yona Capobianco

Vice President, Business Process Excellence
BD

12:30 PM - 1:15 PM Big Ideas Speaker The Rise of Artificial Intelligence: Implications for Jobs and the Economy

Martin Ford, Futurist, New York Times Bestselling Author,, The Rise of the Robots
Advancing information technology is already transforming both workplaces and the overall job market. The latest innovations in robotics are pushing factories and warehouses toward full automation, while machine learning algorithms are impacting white collar jobs. Smart software is replacing lawyers and paralegals who once reviewed documents, while intelligent algorithms are writing coherent news stories and internal corporate reports. Emerging technologies like 3D printing and self-driving cars have the potential to eventually threaten millions of jobs. Artificial intelligence and robotics are becoming true general purpose technologies that will continue to advance and scale across industries. What does this mean for employment and the economy as a whole? Join Martin to discover the likely impact over the coming decades.

Martin Ford

Futurist, New York Times Bestselling Author,
The Rise of the Robots

1:15 PM - 2:10 PM Networking lunch

Track A: Establishing a Program of Continuous Improvement (0-3 Years)

2:10 PM - 2:40 PM Building a continuous improvement program from the ground up: how to deploy operational excellence from zero (or minus one)

Ignacio Nunez, Global Operational Excellence Leader, Johnson & Johnson Vision
Organizations face many challenges when launching programs and performance turnarounds, many starting off having to overcome internal barriers and legacy systems – starting at a negative disadvantage. Formerly Abbott and bought by J&J, Ignacio has faced the task head, engineering impossible turnarounds in demanding industries. Ignacio will guide you through what works, what doesn’t and why.

•Connecting the methodology with the business: strategy vs. tactic – Multi-generation Project Planning (MGPP)
•How to overcome existing negative legacies or, starting from minus one!
•Restructuring the function – results vs. cultural transformation
•It’s all about people. Upskilling the workforce and building a springboard for idea generation
•Creating a culture of recognition and communication

Ignacio Nunez

Global Operational Excellence Leader
Johnson & Johnson Vision

Track B Optimization & Performance Impact (3-5 Years)

2:10 PM - 2:40 PM Taking OPEX to the next level of strategic business management consulting

Christy Hartner, Senior Vice President, Commerce Bank
Continuing their maturity journey, Christy will talk through the OPEX changes at Commerce Bank as they move into the role of strategic business management consulting. Christy will detail the reorganization, the partnership / participation with key disciplines within the business and the value that’s been achieved to date in this new frontier.

•Rethinking our value as a mature center of excellence and taking the steps to change
•The benefits we are seeing in this new frontier and the value brought through re-organization
•What to automate and what not to automate – the critical question and how to get it right
•Connecting with Enterprise Architecture and other disciplines to entrench opex as strategic partner

Christy Hartner

Senior Vice President
Commerce Bank

Track C Best Practice Approaches & Next Steps (5 Years+)

2:10 PM - 2:40 PM Implementing the right process ownership model for your organization

Dietrich Fischer, Director, Business Transformation and Process Strategy, BBVA Compass
It can be a common occurrence for organizations to jump straight into using technology before thinking through the detail of the strategy and the customer experience – how tech is used in the real world. BBVA Compass has transitioned to make people accountable for the end to end process, removing a disjointed approach, conflict and failings.
· Assessing your organization to find a model that will work
· Defining accountability for end to end processes
· Aligning support structures required for success
· Understanding the cultural shift inherent in making the change
· Avoiding common pitfalls that derail process ownership success

Dietrich Fischer

Director, Business Transformation and Process Strategy
BBVA Compass

Track D: Healthcare Boardroom

2:10 PM - 2:40 PM Outsourcing: Integrating OPEX into CMO Management

Thomas Templeman Chief Operating Officer Graybug Vision, Chief Operating Officer, Graybug Vision
Today the Pharma Industry relies heavily on outsourcing to meet production demands. The cost of having in-house manufacturing capacity not fully utilized is no longer an option given the cost pressures the industry is facing. To ensure quality, supply and cost competitiveness, this requires a dynamic transparent partnership between the company and the CMO. In this session, expert panelists will examine and discuss the key behaviors and attributes to make these relationships successful.

•How to make the relationship a win–win
•Structuring the contract – partnership vs. just a supplier
•Ways to improve and ensure the consistency of Quality
•The roll of critical process parameters
•Track and trend analysis
•Establishing a sustainable cost reduction strategy
•Sharing the savings: give the CMO incentive
•Partner on the analysis

Thomas Templeman Chief Operating Officer Graybug Vision

Chief Operating Officer
Graybug Vision

2:40 PM - 2:45 PM changeover

Track A: Establishing a Program of Continuous Improvement (0-3 Years)

2:45 PM - 3:15 PM Case study: Bridging the Gap Between Business and IT

Brett Callihan, Manager, Business Process Engineering, Jackson National Life Insurance Company David Gaudin, SVP, North America, Signavio
Can your business benefit from operational improvement? Are you looking to improve your customers' experience? Are you interested in going beyond digital transformation within your company to where you can transform your ideas into action? Come hear how Jackson National is successfully tackling all of these ideas and more by bridging the gap between how business and IT work together toward a common goal.

Brett Callihan

Manager, Business Process Engineering
Jackson National Life Insurance Company

David Gaudin

SVP, North America
Signavio

Sponsored by: Signavio

Track B Optimization & Performance Impact (3-5 Years)

3:00 PM - 3:30 PM Planning and executing Kaizen events to improve business processes, agility and value

Marvin Raymundo, Senior Vice President, Operational Excellence and Project Management, Banc of California
Responsible for leading a team of experts in project management and process improvement focused on delivering critical enterprise-wide initiatives, Marvin led the implementation of 10 Kaizen projects in 2016 and will talk through the successful execution and results in delivering cost, cycle time, and defect reduction.

•When and how to use Kaizen
•Leading Kaizen improvements
•Incorporating Kaizen into the overall program of continuous improvement for sustainable success
•Using Kaizen to improve the culture of engagement and improvement with employees and the board

Marvin Raymundo

Senior Vice President, Operational Excellence and Project Management
Banc of California

Track C Best Practice Approaches & Next Steps (5 Years+)

3:00 PM - 3:30 PM Case Study: The Black & Veatch journey towards world-class innovation

David Cole, Business Excellence Leader, Black & Veatch
Leveraging and fusing Lean, Six Sigma, BPM and Innovation techniques, differentiates Black & Veatch (B&V) from its peers. The team-based and data driven change management approaches improve mission critical processes, refine and accelerate strategy execution and drive business growth.
This transformation has enabled B&V to become a true global leader in Power, Oil and Gas, Telecommunications and Water infrastructure sectors. David will share the journey.

•Understand the key drivers behind B&V success in building an innovative workplace
•Learn how B&V has interwoven key tools and techniques to develop a unique program
•Visualize how B&V leadership has supported and driven the success of B&V’s Business Excellence model


David Cole

Business Excellence Leader
Black & Veatch

Track D: Healthcare Boardroom

3:00 PM - 3:30 PM Building and sustaining a best practice process-driven culture

Having doubled in size through acquisition, the integration of two different cultures and creating a harmonious culture across the organization has been top of the agenda for Cranston. This session will explore how to deal with the formidable tasks and complexities of bringing together dominant and disparate cultures in a newly reorganized or newly formed organization.

•Challenges in integrating two very different cultures whether through acquisition or merger
•Trying to level set each business into one mind-set
•How to sustain culture from start-up, through mid-term and beyond
•Remaining cognizant of culture through the process and change journey


3:15 PM - 3:45 PM Demo Drive

Track

3:45 PM - 4:10 PM Networking refreshment break

Track A: Establishing a Program of Continuous Improvement (0-3 Years)

4:10 PM - 4:50 PM How to quantify the value of an opex program

Theodore Revilock, Director of Operational Excellence, The Coca-Cola Company
When initiating an OPEX program you are often confronted with being able to show the value of the program. Value comes in multiple ways Financial, Customer Satisfaction and Cultural/Behavioural. Using his 15+ years’ experience, Ted is expertly placed to talk through best practice approaches to value, KPIs and performance measurement.

•Calculating value – a few examples
•Countering key questions from all parts of the organization
•Top questions raised by finance and business leaders – how to reduce their fears
•Typical ways of trying to game the systems and rules to minimize bad bahavior


Theodore Revilock

Director of Operational Excellence
The Coca-Cola Company

Track B Optimization & Performance Impact (3-5 Years)

4:10 PM - 4:50 PM The relationship between culture and engagement when undergoing a transformation

Carmen West, Senior Director, Global HR Operations , McGraw-Hill Education
Carmen will detail the action steps when leading a transformation. Leading change over 20+ years Carmen will deep dive into methodologies, engagement, alignment of business and employees and tying this to culture to build a high-performing team.

•Global forces of change
•Beyond change management - how to achieve breakthrough results through conscious change leadership
•Building a high performing team when going through change which chooses each day to come in and be great!
•Managing change through M&A and a major system transformation


Carmen West

Senior Director, Global HR Operations
McGraw-Hill Education

Track C Best Practice Approaches & Next Steps (5 Years+)

4:10 PM - 4:50 PM Next steps in operational excellence engaging Business Architecture and business capability mapping

Laurie Brooks, IT Business Process Architecture, Senior Principal, Kellogg’s
Transitioning from Global Director, Process Transformation to Business Architect within Kellogg’s, Laurie is now responsible for creating and improving processes and using BA as an invaluable bridge between business and process focused technology. Embracing the potential of BA at Kellogg’s, Laurie will talk through the value and opportunity of BA as launchpad to enterprise-wide, future-state processes.

•How Business Architecture forms the link between systems and technology and processes
•The capabilities you need to move things forward internally
•Co-ordinating enterprise-wide projects using Business Architecture while keeping essential change projects moving along
•Enabling more and better coordinated change projects with better business outcomes


Laurie Brooks

IT Business Process Architecture, Senior Principal
Kellogg’s

Track D: Healthcare Boardroom

4:10 PM - 4:50 PM Quailty is today's big measure - how to support your company's traditional product-centric approach to a full product, service and solutions offering

Hillary Wilson, Director of Programs and Field Service Operations, Laerdal Medical

Hillary Wilson

Director of Programs and Field Service Operations
Laerdal Medical

4:50 PM - 4:55 PM changeover

Change management and culture is high on every agenda as businesses go through transformation, M&A, globalization, large scale implementation…. Removing barriers and resistance, ensuring the business and employees are aligned and motivated to enable high-performance and sustainability are just some of the critical areas to be addressed in this thought-leading discussion.
Harnessing opportunity in change to create a high-performance culture that sustains operational excellence
•Is organizational change management the key to excellence?
•Why opex cultures still struggle with change (hint: it’s about acceptance and accountability)
•Action steps which can turnaround the business culture
•Fostering changes in leadership thinking and behaviors to drive operational excellence
•Deliverables and deadlines – is it done yet?


Karen Matijak

Vice President, Business Transformation
The Nature’s Bounty Co.

Stephanie Zeiler

Change Management Leader
Top 20 of the Fortune 500

Karen Fukumura

Executive Vice President, Head of Change Execution
East West Bank

Carmen West

Senior Director, Global HR Operations
McGraw-Hill Education

Connie Moore

Senior Vice President, Research
Digital Clarity Group
Join your conference chair for this provocative close to main day one as he shared an extremely valuable set of principles which will help steer you forward on your operational excellence journey.

William Botha

Operational Excellence Principal Genentech, a member of the Roche Group
Genentech, a member of the Roche Group

6:00 PM - NaN:NaN AM PEX Summer Party