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Masterclass Focus Day

Process Improvement

9:00 AM - 11:00 AM Making culturally sustained improvement

  • Are you set up to deliver sustainable change?
  • Do you have systems in place to identify where changes need to be made?
  • Creating structures for accountability and ownership of the process
  • Tools and mechanisms to embed the change into on-boarding programmes.
  • Measuring ongoing the effectiveness of the change

Process Improvement

11:00 AM - 11:30 AM Networking Break

Process Improvement

11:30 AM - 1:30 PM How can you be Lean and global? Making virtual collaboration work in practice

  • Organising the level of collaboration across global operations – will it just be the leaders coordinating, or also the co-workers?
  • Options for online collaboration tools and hardware to enable virtual teams
  • Using visual tools in a virtual workspace to bring together teams from around the world
  • Common pitfalls of working this way and how to avoid them
  • Going mobile: should this be the new norm for team collaboration and how can we make it work?

Process Improvement

1:30 PM - 2:30 PM Networking Lunch

Process Improvement

2:30 PM - 4:30 PM The neuroscience of peak performance

We have learned more about the human brain in the last decade than we did throughout the entire history of mankind, and this new knowledge has powerful implications for how to enhance your personal effectiveness.

This session will explore how we can control the expression of our genes to help us achieve what Paul calls the Optimal Performance State, and includes powerful rituals that everyone can perform on a daily basis that will benefit both you and the people you deal with on a daily basis.

Process Improvement

4:30 PM - 4:45 PM End of Workshop Day

Digital Transformation

9:00 AM - 11:00 AM How can we improve processes control and flow using advanced IT technology?

  • What are the possibilities for utilising big data for process improvement? How to analyse it and use it for process control
  • How can robotics help?
  • Examples of successful implementation of process control tools

Digital Transformation

11:00 AM - 11:30 AM Networking Break

Digital Transformation

11:30 AM - 1:30 PM BPM system selection, integration and implementation

  • How to select a BPM tool that will allow you to achieve your business objectives, the necessary level of process granularity and the scale of your operations? What do the different systems on the market offer?
  • Taking the usability of the system into account: ensuring that your people will have the ability to use the system. What to look out for when you select your BPM

Group discussion: systems integration
What legacy systems do you need to connect up with your BPM and why? How complex will systems integration be within your organisation?

Top 5 tips for implementation success
Take note of the most common pitfalls that other companies have fallen to during a BPM implementation, and how to avoid them

Digital Transformation

1:30 PM - 2:30 PM Networking Lunch

Digital Transformation

2:30 PM - 4:30 PM Machine learning, AI and cognitive computing

  • How are these new technologies being applied to business operations? How successful have they been?
  • What is the potential to improve the operational efficiency and the customer experience with cognitive computing and machine learning?
  • What are other future applications of machine learning, AI and cognitive computing?

Digital Transformation

4:30 PM - 4:45 PM End of Workshop Day

The Customer Experience

9:00 AM - 11:00 AM How to capture the voice of the customer? An introduction to customer journey mapping

  • An overview of customer journey mapping: what is it and how is it used within organisations to improve the customer experience?

Case studies
What are the dos and don’ts that we can take from other companies’ experiences?

Simulation
Walk through a customer journey mapping scenario in small break-out groups, with feedback from your workshop leader throughout the activity

The Customer Experience

11:00 AM - 11:30 AM Networking Break

The Customer Experience

11:30 AM - 1:30 PM How to leverage your data to improve the customer experience

  • How can you connect data and systems to understand customers better?
  • How can you build a framework that covers operational metrics and performance data as indicators of the customer experience? A walk through what data you need and how to use it
  • Analysing the correlations in your data set against your business outcomes to identify where your business is lagging

Worked example
The workshop leader will take you through an example of a customer experience analysis project, asking for your input and questions along the way

The Customer Experience

1:30 PM - 2:30 PM Networking Lunch

The Customer Experience

2:30 PM - 4:30 PM Rolling out a solid BPM strategy in a structured way, ensuring it impacts the customer experience

  • How to get the leadership team driving the rollout: what strategies have proven effective in successful programmes?
  • How do we go about doing BPM work with the customer at the heart of the process? What steps would a team take to move to a managed process?
  • Getting teams to recognise the benefits so they will use and push the tools both in the back office and in direct customer interactions

The Customer Experience

4:30 PM - 4:45 PM End of Workshop Day