Conference Day Two

8:15 AM - 8:50 AM Registration & Networking

8:55 AM - 9:00 AM Chair's Opening Address

Sophie Leng-Smith, Vice President, Deutsche Bank


Sophie Leng-Smith

Vice President
Deutsche Bank
  • What does the process look like at new high growth companies? How does it differ to traditional processes?
  • What can others learn from the experience of creating scalable systems from the ground up? What constitutes best practice now?
  • What is the start-up approach to governance and risk? How can this be translated into the structures of a larger business?
  • How will operational excellence need to change now that newer, more agile companies have proven their staying power?


Justin Fitzpatrick

Co-founder, COO and CFO

Will White

Operations Director

Dean Nash

Head of Legal and Compliance
Monzo Bank

9:40 AM - 10:10 AM UiPath: Experts in Robotic Process Automation

10:10 AM - 10:30 AM Meditation and breathing to manage stress

Paul Taylor, Director, The Body-Brain Performance Institute
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.


Paul Taylor

The Body-Brain Performance Institute

10:30 AM - 11:10 AM The New Innovators

Oliver Rees , Co-Founder, Hook
It is imperative to attract, enhance and engage talent in the digital age. Demystifying technological concepts and readying your business for a complete redefinition of your business models, will allow you to cater and benefit from an ever increasing digital sphere. Removing the fear around technology and encouraging people to investigate and critique new digital ideas will result in the creation of more productive and valuable conversations within companies.

  • Learn how companies like GE, SpaceX and a 13 year old developer from Serbia innovate and move quickly
  • Case studies to explore the mindsets of new innovations that you can apply in your own business
  • Live data sets, visualisations and open platforms to show you the best tools and thinking available that will accelerate innovation in your organisation


Oliver Rees


11:10 AM - 11:40 AM Networking Break

11:40 AM - 12:10 PM Putting in place the infrastructure for a performance management system

Jaco Koen, Associate Director, Business Process Excellence, Europe, Envigo
  • A structured approach with the key elements of the production performance management system
  • What does an effective performance management system looks like? What are the essential elements for success?
  • How to start to implement such a system, and what challenges to expect along the way


Jaco Koen

Associate Director, Business Process Excellence, Europe

11:40 AM - 12:10 PM Legacy systems: experiences with upgrading, automating and scaling up

Marie Hooper, Global Director Customer Experience Print Books, Elsevier
  • The business rationale and strategy behind automating the legacy order system at Elsevier
  • Identifying areas where manual processes could be automated
  • Complications around upgrading legacy systems across global operations
  • Future proofing the new system, making it scalable and agile to accommodate the future needs of the business
  • How do you encourage employees and customers to do something differently, to ensure uptake of the new system?


Marie Hooper

Global Director Customer Experience Print Books

11:40 AM - 12:10 PM Digital versus analogue: how do we bridge the gap between Lean philosophy and technology?

Marc Gray, Operational Excellence Programme Director, Imperial College London
  • What are the differences when looking at transformation through an OpEx versus a Technology lens?
  • How can business change professions collaborate more effectively to deliver greater business benefit?
  • What methods and tools can be integrated to provide a new project lifecycle embracing the best of both?


Marc Gray

Operational Excellence Programme Director
Imperial College London

11:40 AM - 12:10 PM Engaging people in systematic improvements

Jas Sinnott, Lean Program Head, Northern Europe, Linde Group
  • What infrastructure does a company need to have in place in order to capture ideas and deliver improvements?
  • Is digital or analogue best? What are the alternatives for how to capture and sustain?
  • Experiences of incentivising versus internalising people’s engagement with improvements/innovation to sustain the initiative
  • What role should leadership play in making this happen? How can we win continued management sponsorship for continuous improvements?


Jas Sinnott

Lean Program Head, Northern Europe
Linde Group

11:40 AM - 12:10 PM How to manage quality as a part of OpEx: do operations and quality KPIs need to be in competition?

Luis Moutinho, Director, Global Quality, NOV Rig Systems
  • How to create a culture of ‘quality is MY responsibility’ throughout the entire organisation? Can quality requirements and continuous improvement philosophies/methods be embedded into the operational processes and become second nature to operations?
  • Can we re-align the quality KPIs so they bring an added value to the operations and their execution models/processes?
  • Can/should quality KPIs become an integrated part of operational KPIs?
  • Can the operations resources be leveraged to drive quality improvements, with a customer perspective, through the entire value chain?


Luis Moutinho

Director, Global Quality
NOV Rig Systems

11:40 AM - 12:10 PM How do you go from having OpEx tools to having a culture of continuous improvement?

Simon Holloway, Director of Group Manufacturing, Distribution and Logistics, Specsavers
  • Empowering people to make their own innovations… and mistakes!
  • Driving the mind shift toward one of agile, continuous improvement and innovation at all levels of the business
  • Communicating improvements throughout a complex organisation to ensure global quality, efficiency and competitive edge


Simon Holloway

Director of Group Manufacturing, Distribution and Logistics


11:40 AM - 12:10 PM Engaging people in a BPM transformation across a diverse business

Mark Stewart, Owner, ProSolver Solutions
  • How to use the right language to make people interested in business process management?
  • Finding a way to make employees take ownership of the BPM transformation and manage themselves through it
  • Managing internal and external stakeholders to bring them on board with the change


Mark Stewart

ProSolver Solutions


11:40 AM - 12:10 PM How to reflect your company’s unique competitive edge in your process design

Elke Hollmann, Head Of Process Engineering, Stratec Biomedical
  • Identifying the brand values that your company wants to reflect in its customer interactions
  • How to apply these values to your target operating model
  • Connected data, systems, internal processes and suppliers in an end-to-end approach that ensures the customer experiences these values at all major touch points


Elke Hollmann

Head Of Process Engineering
Stratec Biomedical


11:40 AM - 12:10 PM Connecting systems and big data to harness the intelligence to drive performance improvement

  • How can we get the most value out of integration of information and technology platforms?
  • Creating a single source of truth so people can access all relevant data from any device, mobile phone or computer
  • Experiences with low code solutions: are they delivering on the promise to enable rapid change and innovation?


11:40 AM - 12:10 PM Developing a collective organisational competence to eliminate waste and reduce operating costs

Louise Copper, Strategic Transformation Leader, Anglian Water Services
  • How to develop a collective organisational competence and infrastructure to enable our people to relentlessly pursue high performance and efficient production/services?
  • Identifying the best the training strategy across a remote workforce
  • Lessons learnt from the deployment and the challenges ahead


Louise Copper

Strategic Transformation Leader
Anglian Water Services
Register early to be part of this session as places are strictly limited! Share a table with your speaker of choice so you can ask your off-the-record questions, share advice on your common challenges, or just have a good chat and make new contacts.

12:10 PM - 1:10 PM Networking Lunch

Leveraging Digital Transformation and Industry 4.0

1:10 PM - 1:40 PM Automating handling of customer data: There has to be a better way

Sid Probstein, Chief Technology Officer, AI Foundry
  • Automate handling of scanned/photographed content
  • Avoid manual re-keying of data 90%+ of the time
  • Utilize search & content management to automate business processes
  • Case studies


Sid Probstein

Chief Technology Officer
AI Foundry

Leveraging Digital Transformation and Industry 4.0

1:45 PM - 2:15 PM Utilising data to improve the end-to-end customer experience

Alison Johnson, Director - Operational Excellence, Vattenfall
  • Making our customer data meaningful: linking together different sources in a coherent, integrated way to drive improvements in customer experience
  • What insights were we able to identify for process improvements to the E2E customer journey?
  • What outcomes are we seeing from the improvements so far?


Alison Johnson

Director - Operational Excellence

Leveraging Digital Transformation and Industry 4.0

2:20 PM - 2:50 PM Bringing together innovation, creativity and OpEx to foster future growth

Adam Hembury, Director of Innovation, DLA Piper Sally McNamara, Head of Operations, Service Delivery & Quality, DLA Piper Sally McNamara, Head of Operations, Service Delivery & Quality, DLA Piper
  • How did we do innovation, from a process point of view?
  • What systems were effective in capturing and monitoring innovative ideas?
  • Engagement of people at all levels in the creative process, to extract the best ideas from the shop floor to the CEO
  • How can others avoid failure in similar programmes? Lessons learnt from the journey


Adam Hembury

Director of Innovation
DLA Piper

Sally McNamara

Head of Operations, Service Delivery & Quality
DLA Piper

Sally McNamara

Head of Operations, Service Delivery & Quality
DLA Piper

End-to-end process and sustainable change

1:10 PM - 1:40 PM Engagement of people across the end-to-end customer journey

Jarkko Vuorikoski, First Vice President, Danske Bank
  • Customer Journey thinking and doing
  • Creating a single view of the customer
  • What tools and interconnectivity were used to support the process transformation?
  • Creating an end-to-end workflow between the business silos, connecting each piece to the next to reduce customer effort
  • Transactions versus defining moments: when to delight and when to just make it easy?
  • How to engage and empower employees to do better?


Jarkko Vuorikoski

First Vice President
Danske Bank

End-to-end process and sustainable change

1:45 PM - 2:15 PM Transformation global change: The UBS PEX Way

Benazir Guha, Operational Excellence, UBS
  • Embedding Lean best practices within bespoke process excellence methodologies for Financial Services
  • An explanation of the UBS PEX Way and its inherent transformation methodologies; Team by Team and Value Stream Optimisation
  • How to choose the appropriate PEX methodology dependent on the business problem and transformation objective
  • A case study demonstrating significant business results achieved from deployment of the UBS PEX Way

Benazir Guha

Operational Excellence

End-to-end process and sustainable change

2:20 PM - 2:50 PM Local empowerment versus global standardisation: Finding the balance

Iris Kaib, Vice President Corporate First Choice Office, Deutsche Post DHL Pedro Campos, Head of Continuous Improvement, Hogan Lovells David Haglund, Director, Process Management, Volvo
  • How strong is the business case for standardisation? Is it worth rolling out despite resistance?
  • How important is local empowerment of people for motivation and productivity?
  • Is there a balance to be struck between local and global?
  • How can we be more agile and flexible in our approach to this dilemma?


Iris Kaib

Vice President Corporate First Choice Office
Deutsche Post DHL

Pedro Campos

Head of Continuous Improvement
Hogan Lovells

David Haglund

Director, Process Management

OPEX Leaders

1:10 PM - 1:40 PM Paving the future of global OpEx training: learning and visualisation for a mobile, virtual workforce

Caroline Holyhead, Vice President, BK University (BKU), BNY Mellon
  • Connecting people in remote areas to central expertise: what new systems and approaches were required to make this a reality?
  • How to engage people in virtual training to ensure the programme adds value to the business
  • Which other techniques, skills and technologies will be key enablers going forward, to allow meaningful learning and communication between teams around the world?


Caroline Holyhead

Vice President, BK University (BKU)
BNY Mellon

OPEX Leaders

1:45 PM - 2:15 PM What organisational transformation do we require to fully leverage the potential of digital innovations?

Andre Guyer, Head Digital Transformation, Global Corporate, Zurich , , Tom Gutteridge, Co-founder and Creative Director, The People’s Operator
  • As data and robotics become more fundamental to the way businesses operate, what qualifications, skills and experience should we be looking for to bridge the knowledge gap? How will we manage our talent differently?
  • And how should we look to organise our teams globally, to maximise productivity throughout the business?
  • Should we be pushing for a coming together of OpEx and IT? Or OpEx and CX?
  • And how will digital transformation affect our approach to setting KPIs throughout the business?


Andre Guyer

Head Digital Transformation, Global Corporate

Tom Gutteridge

Co-founder and Creative Director
The People’s Operator

OPEX Leaders

2:20 PM - 2:50 PM The Results of Lean at an operational, tactical and strategic level at Rabobank

John Maes, SVP Lean Centre of Excellence, Rabobank
  • Role of change management
  • How Lean is implemented within Rabobank
  • Combination Lean, Scrum and Lean start-up
  • The contribution of robotics


John Maes

SVP Lean Centre of Excellence

2:50 PM - 3:10 PM Networking Break

3:10 PM - 3:50 PM Use transformation to fix major issues by ensuring senior leadership are part of the journey

Richard Turner, Global Head of Process Excellence, Deutsche Bank
  • Ensure sponsors, management teams and key people are involved in collaboration and acceleration across the end-to-end process
  • Process labs and creating an environment to crack major problems in a short space of time to make delivery dates more concrete
  • Minimise transformation failure by getting the right people and keeping them engaged
  • Create a cross-departmental and cross-geographical culture of the right employees


Richard Turner

Global Head of Process Excellence
Deutsche Bank
Delegates are invited to add a post-it to the conference whiteboard, proposing a question for the panel to address. Other potential issues on the discussion agenda include:
  • Which market forces and technology advancements will drive the next step change? How can we plan for future change?
  • What is the future of operational excellence? How can we evolve our toolkit to support the future needs of the business?
  • Will we see a merging of OpEx, IT, the customer experience and innovation?


Iris Kaib

Vice President Corporate First Choice Office
Deutsche Post DHL

Tina Rytter Nørregaard

Operational Excellence Director
Thermo Fisher Scientific

Paul Snead

Business Architect

4:30 PM - 4:40 PM Chair's Closing Remarks

Sophie Leng-Smith, Vice President, Deutsche Bank


Sophie Leng-Smith

Vice President
Deutsche Bank