OPEX Week: Conference Day One

8:30 AM - 8:50 AM Registration & Networking

8:50 AM - 9:00 AM Chair's Welcoming Address

Helen Bliss, Cost to Service Delivery Lead, Wilko


Helen Bliss

Cost to Service Delivery Lead

9:00 AM - 9:40 AM How will artificial intelligence impact the future of business operations?

Michael Natusch, Global Head of Artificial Intelligence, Prudential
Learn about real world examples of the application of artificial intelligence to drive operational excellence, including:
  • New ways of working
  • How to build intelligent agents
  • Closed feedback loops
  • The current and future potential operational impact of AI


Michael Natusch

Global Head of Artificial Intelligence

9:40 AM - 10:20 AM OpEx as a game changer to realise your company’s vision

10:20 AM - 10:30 AM OpEx Bingo!

Capitalise on your time out of the office by making your way around the room to find delegates with corresponding numbers to compete for a fantastic prize. Remember to focus on efficiency!

10:30 AM - NaN:NaN AM Driving effective change: Insights from neuroscience for leaders

Paul Taylor, Director, The Body-Brain Performance Institute
  • A stimulating blend of neuroscience, psychology and physiology, this session will explore:
  • How the brain responds to change
  • Why a neuroscience-based model of engagement can help drive effective business transformation
  • Practical tips for becoming a more effective leader and for supporting leaders within the business


Paul Taylor

The Body-Brain Performance Institute

11:00 AM - NaN:NaN AM Networking Break

Speed networking competition - how many connections can you make?

Leveraging Digital Transformation and Industry 4.0

11:30 AM - 12:00 PM Delivering on Industry 4.0: leveraging intelligence to drive performance improvement

Nick Miesen, Innovation Excellence Manager, AkzoNobel Industrial Chemicals
  • The business case for implementing an Industry 4.0 portfolio
  • Lessons learnt from pilot projects, and how this has affected the rollout
  • How to overcome the data challenges: dealing with dirty data and identifying which data to use for predictive analytics
  • The projected results in the short, mid and long term and how the project is tracking so far


Nick Miesen

Innovation Excellence Manager
AkzoNobel Industrial Chemicals

Leveraging Digital Transformation and Industry 4.0

12:05 PM - NaN:NaN AM How Smart Automation empowers enterprise operations to digitize

Adam Devine, Vice President, Product Marketing & Strategic Partnerships, WorkFusion
  • Why operations teams at data-intensive organizations need to become leaner, more productive and agile
  • How Smart Process Automation (SPA) combined with robotic process automation (RPA), AI powered cognitive automation and workforce analytics can automate high volume business processes
  • Ensure Chat Bots respond to customer queries and execute tasks by integrating with SPA
  • Automate workforce orchestration and crowd sourced worker sourcing


Adam Devine

Vice President, Product Marketing & Strategic Partnerships

Leveraging Digital Transformation and Industry 4.0

12:40 PM - NaN:NaN AM Robotic process automation (RPA): how to use the opportunity to optimise operations

Martin Ruane, Programme Director, ENGIE
  • Which technology was used and why?
  • Process mapping for RPA: getting our processes right and tying them together so we were automating an optimal workflow
  • Keeping the customer experience central to the process and system design
  • Moving operators into more high-level problem solving roles: what learning and development was needed to support this transition?


Martin Ruane

Programme Director

End-to-End Process and Sustainable Change

11:30 AM - 12:00 PM Beyond Budgeting: A management model for new business and people realities

Bjarte Bogsnes, Vice President Performance Management Development, Statoil
  • The Statoil implementation journey
  • The problems with traditional management, including budgeting
  • The Beyond Budgeting principles and companies on the journey
  • Statoil's "Ambition to Action" model:
  1. Redefining performance - dynamic and relative with an holistic performance evaluation
  2. Dynamic forecasting and resource allocation and no traditional budgets
  3. From calendar-driven to event-driven; a more self-regulating management model
  • Implementation experiences and advice


Bjarte Bogsnes

Vice President Performance Management Development

End-to-End Process and Sustainable Change

12:05 PM - 12:35 PM Transformation and engagement in Vodafone’s shared services

Daniel Holladay, Head of Transformation and Continuous Improvement, Vodafone Group
  • Firing up the finance and operations teams to really release the potential through engaging people
  • Building problem solving into everyday life as a way of working
  • Bringing the digital agenda into the Lean agenda: lessons learnt from the journey so far


Daniel Holladay

Head of Transformation and Continuous Improvement
Vodafone Group
  • Anyone can map a process once but keeping it up-to-date and getting people to understand why it’s important is the real challenge
  • How can you get people switched on to doing things differently, creating a real philosophy and a practical approach so that if a manager leaves people don’t go back to their old ways of doing things?
  • If something doesn’t work is that the person’s fault or the process’s fault? How do we empower every individual to feel accountable for making things better?


Chris Dalby

Head of Strategic PMO and Change
Lloyd's of London

Amanda Silvey

Head of Operational Excellence

Eva Cullen

Head of Delivery Operations
John Lewis

Sophie Leng-Smith

Vice President
Deutsche Bank

OPEX Leaders

8:00 AM - AM Creating peak performance in leaders, and the role of the digital in operational excellence

Paul Taylor, Director, The Body-Brain Performance Institute Michael Natusch, Global Head of Artificial Intelligence, Prudential
An exclusive off-the-record chat with this morning’s keynotes on peak performance, leadership and technology. Come along prepared to question and contribute to discussion.


Paul Taylor

The Body-Brain Performance Institute

Michael Natusch

Global Head of Artificial Intelligence
  • Is Lean Six Sigma out the door and are agile, flexible change management approaches the new norm?
  • How can OpEx leaders challenge the business as it evolves to meet the changing needs of the customer and of market forces?
  • What will the operations of the future look like and what kind of leaders will it demand?


Claus Paulsen, Chief Information Officer, DT Group

Chief Information Officer
DT Group

Elena Skvortsova

Senior Vice President and General Manager, Business Unit Head
The Linde Group

Anup Thomas Kollanethu

Global Centre Director – Legal and Business Services
Freshfields Bruckhaus Deringer

OPEX Leaders

12:40 PM - 1:10 PM How can we model our operations around the future needs of the business and our customers?

Dr Janne Ohtonen, Author and Head of Customer Experience and Engagement, Avios.com
Insight and flexibility are quickly taking over where the cost imperative was once our driver. OpEx leaders will share their ideas on how to design operations that anticipate the customer’s future needs, discussing key points such as:
  • Understanding how we capture customer and consumer needs: what is the best model for this?
  • Rethinking the design of our systems and processes to allow for future rapid change in order to keep ahead of the competition
  • Instilling a more flexible set of processes and a more agile culture across a process driven organisation to enable future innovations


Dr Janne Ohtonen

Author and Head of Customer Experience and Engagement

1:10 PM - 2:10 PM Networking Lunch

2:10 PM - 3:20 PM Breaking down organisational siloes to enable end-to-end process excellence

David Haglund, Director, Process Management, Volvo
  • What is your target operational model?
  • Will you need to make organisational changes to reach your goal, or will process and people transformation be sufficient?
  • Streamlining processes and improving handover points to allow a smoother experience for the customer
  • Embedding a process, tools and necessary skills across the organisation and its partners


David Haglund

Director, Process Management

2:10 PM - 3:20 PM Process oriented management systems: finding the balance between effort and benefit using state-of-the-art tools

John Öster, Director Global Management Systems and Tools, Volvo Car Corporation
  • How to identify the right level of process detail to best support the organisation?
  • Balancing IT tool technical ability with usability for the regular employee
  • IT tool integration complexity or stand-alone simplicity as the best way to support business needs


John Öster

Director Global Management Systems and Tools
Volvo Car Corporation

2:10 PM - 3:20 PM Practical approaches to driving operational excellence to increase customer satisfaction

Eva Cullen, Head of Delivery Operations, John Lewis
  • Designing the end-to-end customer journey to drive tangible improvement
  • Which combination of OpEx tools will support the transformation that the business requires?
  • How to make the tools meaningful and practical for the people on the ground


Eva Cullen

Head of Delivery Operations
John Lewis

2:10 PM - 3:20 PM Making processes more visible in the service industry

In a manufacturing plant, the processes can be clearly seen – but how can we achieve effective visibility of processes that do not involve physical equipment and activities, to achieve stronger engagement of people in the process?

2:10 PM - 3:20 PM Best practice project management and collaboration within global teams

As competition in many industries is quickly rising, and companies’ operations spread throughout the world, the need to for OpEx professionals to collaborate with remote colleagues becomes crucial to business success. How are different organisations handling this in terms of organisation structures? Which tools are people using to facilitate collaboration? And how do teams need to adapt their way of working to communicate effectively within virtual teams? Finally, can we agree on what constitutes best practice for project management within a virtual improvement team?

2:10 PM - 3:20 PM OpEx in heavily regulated industries: balancing efficiency with governance

Dean Nash, Head of Legal and Compliance, Monzo Bank
  • Process governance: maintaining material for regulatory compliance and avoiding people diverging from standards
  • Managing and aligning the different process views of the customer, the colleague and the business in a regulated business
  • Enabling change: how different regulated businesses set themselves up to manage operational improvement and governance and their risk management framework
  • Managing regulatory change and changing behaviours to ensure sustainable compliance


Dean Nash

Head of Legal and Compliance
Monzo Bank

2:10 PM - 3:20 PM Failures and successes on the way towards a culture of best practice sharing

Guntram Koller, Head of Operational Excellence, Merck
  • Integrating failure in a corporate culture, giving people trust to talk about their mistakes and problems
  • How to convince and support people to search for existing solutions before solving the problem on their own
  • Why do good practices from one place not always translate well into different environments and locations? When do we decide that a good idea is ‘best practice’?
  • The challenges of sharing and adopting best practice across remote teams around the world


Guntram Koller

Head of Operational Excellence

2:10 PM - 3:20 PM BPM implementation across complex multi-site organisations

Learn from the experiences of others at different stages of the BPM journey on this collegiate, honest discussion group. Bring along your three top challenges to present to the group, and be prepared to share your own lessons learnt.

2:10 PM - 3:20 PM RPA: how to ensure you automate the right things and get the processes right?

  • What to automate and why? What kinds of problems will automation solve?
  • Looking at reducing work through automation, can you automate entire roles, or is your business case going to be more complicated? How to identify and quantify the potential efficiencies
  • Considering the customer experience in the robotic automation of service functions: which strategy will ultimately reduce customer effort and make your business more competitive?
  • How important is it to get the process right before you automate? Industry examples of pitfalls to avoid!

2:10 PM - 3:20 PM How to use IT to eliminate waste and reduce costs in an uncertain market

Many industries are still facing tough times despite the general upturn in the global economy, and the focus must remain firmly on reduction of expenses to support the business through challenging times. How can companies in this environment fully leverage the latest IT solutions to eliminate waste throughout global operations? Come prepared with your questions and aspirations to this highly practical break-out group.

2:10 PM - 3:20 PM The Internet of Things (IoT): use cases examining the business benefit

  • As wearable tech and social networks are becoming more meaningful, how can you leverage insights from this digital information to inform your customer interactions?
  • Digital pioneers in industry share their experiences and thoughts on whether it is possible to derive real operational improvements and business value from IoT.

2:10 PM - 3:20 PM Text mining: Converting previously unusable data into intelligence for process

Delegates will come prepared with an idea of what text-based data they would like to make use of in their analysis, and our expert facilitator will provide advice on how these aspirations could be realised using the latest available tools.

3:20 PM - NaN:NaN AM Solution Demo Drive & Networking Break

3:50 PM - 4:15 PM PEX Power Up: Meditation and breathing to manage stress

Take time out from the conference to relax and learn how to use mindfulness and breathing exercises to relieve stress during a busy working day.

4:15 PM - NaN:NaN AM Deployment of OpEx strategy in a mature company: lessons learnt

Kai Johansen, Director Operational Excellence, Glencore Nikkelverk
  • Putting the people and infrastructure in place for an end-to-end improvement approach
  • Inspiring teams and leaders across the business to believe in your vision for change
  • Our approach to technology innovations and the use of IT as a strategic tool to strengthen our improvement efforts
  • Monitoring and measuring the results: aligning the KPIs to the projected business outcomes
  • Reviewing progress over a longer period of time, ensuring changes stick within a constantly evolving business


Kai Johansen

Director Operational Excellence
Glencore Nikkelverk

4:55 PM - NaN:NaN AM The challenges of rolling out a continuous improvement programme across a global workforce of 420,000

Isabelle Hannedouche, Global Vice President – Business Improvement & Growth Support, Sodexo
  • How to create a community out of many local sites? What difficulties were faced in implementing this global programme?
  • Overcoming local resistance and establishing a sense of ownership and a common language for OpEx around the world
  • Our approach to measuring the benefits of what the programme delivers
  • Ongoing challenges involved in sustaining the change and sharing innovation between global teams


Isabelle Hannedouche

Global Vice President – Business Improvement & Growth Support

5:35 PM - 6:20 PM Operational Excellence at Uber

Amar Patel, Senior Operations Manager, Uber


Amar Patel

Senior Operations Manager

6:20 PM - 6:30 PM Chair’s Closing Remarks