January 21 - 24, 2020
Orlando, FL

Wednesday: Main Conference Day 2 & Masterclasses

7:30 am - 8:00 am Registration and Coffee

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Leslie Behnke

Senior Director, Business Integration, One Plan Change Office
Walgreen Co.

8:30 am - 8:50 am SPONSORED PLENARY SESSION: The Radical Paradigm Change for your Business Excellence Platform

Jen Wyble - Analysis & Project Director and Business Management Process Owner, MERS of Michigan
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Jen Wyble

Analysis & Project Director and Business Management Process Owner
MERS of Michigan

People, Process and Technology are the three key dimensions in driving your transformation forward. However, when priorities competing with each other, which dimension would you invest first? This panel will provide a live debate on which should be your top priority and what’s the outcome of each scenario.
·         Where do you invest at different stages of transformation
·         What would you fall short on if you don’t or only invest in one of the dimensions?
·         How to strive the optimal balance in your process, technology and people triangle?
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Mustafa Abdulali

Director of Lean Transformation
NCH Healthcare System

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Doug Drolett

Americas Regional VP of Continuous Improvement
EssilorLuxoticca

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Ewerton Pavan

Director Lean Initiatives
Nestlé Waters North America

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Robert Hutcherson

CEO/Founder
Optimize Consulting

9:20 am - 9:40 am Leveraging AI to Automate Complex Business Processes

Manish Rai - Vice President of Product Marketing, Automation Anywhere
Many complex business processes involves unstructured data and cognitive decision making.  Learn how AI and robotics process automation (RPA) can help automate such processes by leveraging AI to bring structure to unstructured data and machine learning models to make an intelligent decision.
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Manish Rai

Vice President of Product Marketing
Automation Anywhere

9:40 am - 10:10 am PEX NETWORK AWARD WINNERS PANEL SHOWCASE

10:10 am - 10:40 am Morning Break

Track M: Strategy & Process Transformation

10:40 am - 11:05 am CASE STUDY: Southwest Airlines Journey to Leverage Process to connect Strategy to Action
Andrew Mathieson - Enterprise Business Architect, Southwest Airlines
  • What frameworks has Southwest leveraged to better align and prioritize work against Strategy
  • A holistic process centric approach is required to build the linkage between Strategy and Action
  • There is no one tool to do it all Southwest Airlines’ lessons earned to date
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Andrew Mathieson

Enterprise Business Architect
Southwest Airlines

Track N: Technology Excellence

10:40 am - 11:05 am Leverage AI/Machine Learning with traditional improvement methodologies to drive process transformation
Daniel Lee - Head of Process Engineering, Google Express
  • Agile business transformation focusing on problem solving
  • Capacity Management through Predictive Demand
  • How do we implement Robotics, Analytics and Artificial Intelligent to drive process transformation
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Daniel Lee

Head of Process Engineering
Google Express

Track O: People & Culture Excellence

10:40 am - 11:05 am Case Study: Measuring and shifting culture change: Lessons learned and best practices sharing from the U.S Air Force
Mark Watson - Chief Wing Transformation & Innovation Officer, U.S. Air Force
U.S Air Force has a long history of deploying lean based methodologies as early as the 90s. This session will provide a hands-on perspective on how Mark and his wing have managed to shift the culture.
·         Measure culture through research processes to identify gaps
·         Using the Kotter change management model to transform culture
·         What has worked in developing a culture of innovation
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Mark Watson

Chief Wing Transformation & Innovation Officer
U.S. Air Force

Track P: Customer Excellence

10:40 am - 11:05 am Data driven customer experience improvement
Bob MacDonald - Managing Director, Corporate Strategy, TD Ameritrade
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Bob MacDonald

Managing Director, Corporate Strategy
TD Ameritrade

11:05 am - 11:10 am 5 minute changeover

Track M: Strategy & Process Transformation

11:10 am - 11:35 am A future of finance case study: How National Grid are transforming their finance processes
Martin Jahn - Director Process Engineering, National Grid
·         Process Simplification: Simply finance processes with a lean approach & streamline the finance organization
·         Hands Off: Identify opportunities for automation, build automation capability & automate finance processes
·         Technology: SAP S4 and Code Block redesign
·         Business Partner Evolution: Define the role of the business partner and link to the work of the future
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Martin Jahn

Director Process Engineering
National Grid

Track N: Technology Excellence

11:10 am - 11:35 am Case study: Achieving 6x performance improvement through Business Agility Framework
Samantha Bureau-Johnson - Vice President, Business Process Excellence & Project Management Offic, Blue Cross and Blue Shield of North Carolina
In addition to Lean six sigma, PMO and Process Architecture approach, Samantha and her team continues to push into new boundaries for speed and efficiency. She will outline one of the new digital transformation frameworks they are initiating with BCBSNC to achieve 6x performance improvement.
·         Supporting digital transformation for customer experience through an agile approach
·         Moving from waterfall into Agile DevOps model: Outlining the Business Agility framework
·         Scaling up the initiative by developing the capabilities throughout planning and execution stages
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Samantha Bureau-Johnson

Vice President, Business Process Excellence & Project Management Offic
Blue Cross and Blue Shield of North Carolina

Track O: People & Culture Excellence

11:10 am - 11:35 am Case study: Improving and redesigning your process from a customer perspective: breaking down the silos
Annie Roberts - Senior Vice President Business Improvement & Quality, Wyndham Vacation Ownership
·         Integrating process improvement efforts across the company for improved customer experience: A three year journey bringing together CI, PMO and quality assurance
·         Breaking down the silos for standardization in process and customer experience
·         An evolving approach with mixed toolkits: Lean six sigma, industrial engineering and design thinking
·         Managing change and integration throughout the company spin off
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Annie Roberts

Senior Vice President Business Improvement & Quality
Wyndham Vacation Ownership

Track P: Customer Excellence

11:10 am - 11:35 am Change in eCommerce: Adapting strategies to survive and grow online
·         Growth story of a specialty eCommerce start up
·         The slow death of wholesale
·         The need for niche retail
·         Amazon as a channel and competitor
·         Reinventing yourself can be a core competency

11:35 am - 11:40 am 5 minutes changeover

Track M: Strategy & Process Transformation

11:40 am - 12:05 pm Commercial Efficiency: Drive high Growth and value
Jennifer Hurst - Business Process Improvement Centre of Excellence Leader, Nielsen
Susanna Watson - Lead Process Improvement Partner, Nielsen
Fitting more of what matters into our day can improve associate engagement and grow profits. We’ll look at how Lean concepts were applied to client service teams across six countries to:   
·         Measure opportunities to gauge the size of the prize
·         Leverage local and cross-country ideas to deliver the most impactful solutions
·         Generate excitement through communications and change management
·         Sustain changes with local governance and key metrics
·         Free up time to reinvest in revenue-generating activities  
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Jennifer Hurst

Business Process Improvement Centre of Excellence Leader
Nielsen

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Susanna Watson

Lead Process Improvement Partner
Nielsen

Track N: Technology Excellence

11:40 am - 12:05 pm Case Study: A data driven end to end digital and process transformation: Implementing journey mapping, continuous improvement with analytics
James Forrest - Managing Director, Consumer Banking Operations, JP Morgan Chase
·         The changing role of data and analytics in process reengineering
·         Sharing examples on analytics driving process optimization
·         Developing enterprise wide analytics capabilities
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James Forrest

Managing Director, Consumer Banking Operations
JP Morgan Chase

Track O: People & Culture Excellence

11:40 am - 12:05 pm Deliver change in a different way: Leveraging LSS, Robotics, Analytics and Business Architecture
Natalie Juryta - Head Innovation Delivery, Yorkshire Building Society
·         Design the building blocks of your change delivery based on your transformation strategies
·         When does Robotic Process Automation make the biggest difference?
·         Turning the way you look at change from big projects into faster, more sustainable ways
·         Follow through change lifecycle to ensure engagement and sustainability
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Natalie Juryta

Head Innovation Delivery
Yorkshire Building Society

Track P: Customer Excellence

11:40 am - 12:05 pm Improving Client Experience through a Cohesive Operational Excellence Strategy
Loren Bishop - Vice President - Director of Lean Management Office, State Street
·         Using Lean to make processes and operating models more efficient and effective at delivering superior client service
·         Delivering enhanced technology to support better processing and enable more self-service capabilities for clients
·         Leveraging robotics and Machine Learning to scale quality and allow employees to focus on more value added servicing
·         Promoting and adopting best practices across businesses for greater impact
·         Developing better metrics to support trend analysis and better decision making
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Loren Bishop

Vice President - Director of Lean Management Office
State Street

12:05 pm - 12:10 pm Move back into the Plenary Room

12:10 pm - 12:50 pm PLENARY KEYNOTE: OPEX Week Hall of Fame Panel Discussion: The Past, the Present and the Future of Operational Excellence and Business Transformation

Garret J. Etgen - Ph.D., Senior Director and Six Sigma Champion, Lilly Research Laboratories Operations, Eli Lilly and Company
Rick Hepp - President, Enterprise Excellence Services, LLC
Ian Hawkins - Editor, PEX Network
This special panel is organized as a reunion of some of our outstanding past keynote speakers and advisors to provide a unique and special perspective on what has changed in the past 20 years and what can we look forward to in the next 10 years.
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Garret J. Etgen

Ph.D., Senior Director and Six Sigma Champion, Lilly Research Laboratories Operations
Eli Lilly and Company

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Rick Hepp

President
Enterprise Excellence Services, LLC

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Ian Hawkins

Editor
PEX Network

12:50 pm - 2:00 pm End of OPEX Week: Business Transformation Summit 2019

3rd year running, women in leadership masterclass has become an integral part of OPEX Week as we see more and more female leaders rise to the top and break the glass ceiling. Our prestigious female leader panellists will share their personal journeys and practical tips to inspire and help you accelerate your leadership skills.
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Samantha Bureau-Johnson

Vice President, Business Process Excellence & Project Management Offic
Blue Cross and Blue Shield of North Carolina

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Deborah Hawkes

Vice President of Process Excellence & Business Analytics
Change Healthcare

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Debra Dean

Former Director, Business Transformation
Transamerica

Post-Conference Afternoon Masterclass 2: Manufacturing & Supply Chain Excellence

2:00 pm - 5:00 pm MANUFACTURING & SUPPLY CHAIN EXCELLENCE
Rick Hepp - President, Enterprise Excellence Services, LLC
This masterclass is dedicated to exploring best practices and dynamic strategies of implementing lean in the digital manufacturing and supply chain era. Join this session and find out how leading manufacturers are bridging operational excellence with industrial 4.0.
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Rick Hepp

President
Enterprise Excellence Services, LLC

Post-Conference Afternoon Masterclass 3: Innovation & Design Thinking

2:00 pm - 5:00 pm INNOVATION & DESIGN THINKING
Mehul Mehta - Director, Business Optimization & Agility, GAF
If you have done enough improvement and would like to leap into the world of innovation, join this masterclass to learn a hands-on approach to rethink innovation and problem solving through the design thinking methodologies and mindsets.
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Mehul Mehta

Director, Business Optimization & Agility
GAF

The sheer amount of data available today presents a golden opportunity drive process and customer insights to fuel their business transformation. Combining advanced analytics with BPM approach is ever more important for driving process excellence. Join this masterclass to find out how this can be done.
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Vinay Mummigatti

Chief Automation Officer
LexisNexis

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Laxmikant Pukale

Business Process Transformation and Robotics Process Automation (RPA)
USAA

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David Hadd

Senior Vice President Corporate Continuous Improvement
Webster Bank