Process Excellence Week Europe

Process Excellence Week is brought to you by:

PROCESS TOPERFORMANCE

WEBSITE: www.processexcellencelondon.co.uk • TEL: +44 207 368 9300 • EMAIL: [email protected]

4th – 8th April 2011 • London UK

In conjunction with:

Introducing the European addition to IQPC's global series

Corporate Leaders Boardroom:Executive & exclusive knowledge

share. Request your invite today to jointhe most senior leaders in the BusinessProcess Excellence network

Introducing IQPC’s brand new‘Brain Share’ and ‘Process

Excellence Week’ clinic sessions designedto optimise interaction, practical problemsolving and tackle your biggestperformance challenges

Position yourself as an industryleader with new 2011 awards

categories covering BPM, BPO and LeanTransformation

NEW

NEW

NEW

Exclusive to ProcessExcellence Week:

The ultimate transformation framework for nextgeneration businesses: Fusing process, people andtechnology for optimal performance

Join IQPC’s world renowned Process Excellence Series toshift your process improvement approach to a trueperformance delivery framework.Through focusing on 4 critical building blocks to Performance Improvement tochange this revolutionary agenda will help you deliver a seamless approach toPerformance and Business Transformation:

✔ PEOPLE & CHANGE: Create sustainable change across your organisationthrough critical engagement, motivation, leadership, governance andperformance management strategies

✔ PROCESS MANAGEMENT METHODOLOGIES & APPROACHES: Acceleratereturns and maximise the effectiveness of your current Process Improvementapproaches through combining the powers of Lean, Six Sigma & BPM

✔ SYSTEMS & INFRASTRUCTURE: Embed an end-to-end organisational, processand technology framework that will enable your business to meet and exceeddelivery expectations in competitive market

✔ PERFORMANCE & STRATEGY: Deliver maximum value to the customer anddrive a vision for profit through cascading top level business strategy in toevery day operational improvements

NEW AFFORDABLEINDUSTRY RATES: Book before the

17 December for only

£499

EXPAND YOUR HORIZONS WITHREVOLUTIONARY INSIGHTSFROM 2011 KEYNOTES:

Plus CXO and executive representation from: Heinz,General Motors, Bank of America, DHL, Unicredit,and Severn Trent - see inside for more details!

THE FUTURISTJames Bellini, Futurologist & Author, ‘The Bull**** factor’

THE VISIONARYSteve Towers, CEO & Founder, BP Group

THE ATTITUDE ADJUSTERMichelle Ray, Workplace Relationships & Personal Leadership Expert

THE COMMUNICATORCharles Faulker, Co-author, NLP: TheNew Technology of Achievement,Author, Creating Irresistible Influence

THE PERFORMANCE LEADERJim Steele, Performance Coach &International Speaker

With early booking prices starting from aslittle as £499 and up to 50% off forteam attendance, make sure you signup to avoid disappointment!

Take a look at the back page for moreinformation or email [email protected]

NEW AFFORDABLEINDUSTRY RATES!

• Barclays• Severn Trent• General Motors• Shell• Unicredit• EFQM• American Express• Essent• NAB• Heinz• Cable & Wireless• Forrester Research• GE Capital• Lloyds Register• BNP Paribas• BskyB• Bank of America• Carphone Warehouse• Barclays Capital• npower Retail• BAE Systems• Alstom Power Thermal Services• Deutsche Post DHL• Legal & General

GET UP TO DATE ON THE NEXTGENERATION OF BUSINESSPROCESS EXCELLENCE WITHINSIGHTS FROM:

WEBSITE: www.processexcellencelondon.co.uk • TEL: +44 207 368 9300 • EMAIL: [email protected] 2

IQPC is proud to welcome you to the European edition of the world renowned Process Excellence Week series.With the aim of accelerating and fostering the evolution of Business Process Excellence thinking around the globe,Process Excellence Week Europe paves the way for a holistic and results driven approach to performance andvalue creation.

With competition for market share and profit still front of mind, it’s all about moving from thinking around processto performance in order to hit the critical change and transformation targets your organisation needs as it moves into2011. With this principle aim for learning and knowledge share in mind the agenda across is constructed to ensurethat you can discover new inspiration across each of the critical building blocks to performance shown below.

Not only does that mean that for the first time the you’ll go back to the office with fresh ideas and tested solutionsacross each critical area of change, but that you can tailor your personal agenda to focus on your currentprogramme development points. It’s easy! All you need to do it look through the agenda enclosed and pick themost relevant sessions from each critical building using the key building block colour codes.

Plus, but don’t miss exclusive Process Excellence Week Leadership insights from:✔ The latest CXO insights on the evolutions on Business Process Excellence thinking: Forrester Research

lead debate on the evolving role of the Chief Process Officer✔ The return of the EMEA Process Improvement Visionary Council: This year GE Capital, Lloyds Register,

Deutsche Post DHL, Barclays Capital and BNP Paribas set the tone for the year ahead

The next year is set to be where the true innovators and high performers emerge stronger than ever within thestill challenging business climate, doing nothing is simply not an option. Wherever you are along the journeytowards excellence, I urge you to join us on this evolution towards Performance Excellence – it’s the chance tochallenge your assumptions, reposition your current process excellence approach for success and most importantlybenchmark against some of the most active and leading industry leaders in the field.

See you in April! Megan James, Executive Director, Process Excellence Week Global Series

PAVING THE WAY FOR GROUND BREAKING PERFORMANCE EXCELLENCE

PROCESS MANAGEMENTMETHODOLOGIES & APPROACHES

SYSTEMS & INFRASTRUCTURE

PEOPLE & CHANGE

PERFORMANCE & STRATEGY

PROFITABILITY & VALUE

CREATION

BE INSPIRED BY THOUGHT LEADERSExpand your horizons to deliver radical change! Bringing you fresh perspectives and thinking from outside of the Process Excellence industry to reshare yourtraditional thinking and inspire innovation.

THE MOTIVATIONAL LEADER

On a mission to help you tap into your ability to influence others and create positive outcomes forall Michelle will focus on the power of personal leadership and drill down into your employee’sunderpinning motivations; Why we leave and why we stay - How to build outstanding, collaborativemultigenerational workplace relationships.

MICHELLE RAY, “The Attitude Adjuster”A message from Michelle...“NOW is the time to invest in educating, inspiring and engaging your workforce. In spite of theeconomic challenges we face, the future or our organizations will continue to depend on greatleadership that is able to provide support and commitment to building a diverse, dynamic andcollaborative atmosphere where people can thrive. Whatever your job title may be, my mission is tohelp you tap into your ability to influence others and create positive outcomes for all. I look forwardto the opportunity to work with you.”

THE PERFORMANCE SPECIALIST

Addressing organisations throughout Europe, Asia, North America and in the US, Jim has theproven track record to deliver material that motivates, educates, inspires and entertains - and theability to engage an audience that is unsurpassed in the industry. He's also funny… very funny!

One of the most charismatic engaging speakers in thebusiness world today.

Jim Steele Fascinated by the nature of performance Jim has spent much of the last 20 years working withhighly successful individuals, teams and organisations from the private, public sectors and the worldof professional sports. Join Jim as he explains certain cutting edge performance strategies andoffers delegates the necessary tools to apply these methods in any area of their life.

THE CHANGE AND COMMUNICATION LEADER

Working with leaders and executives from the Silicon Valley to the City of London modelling theknowledge and performance of exceptional individuals, teams and organizations, he is the co-

CHARLES FAULKER, CO-AUTHOR, NLP: THE NEW TECHNOLOGYOF ACHIEVEMENT, AUTHOR, CREATING IRRESISTIBLE INFLUENCE

author of NLP: The New Technology of Achievement, Success Mastery, and the DVD NLP in Action,and the author of Metaphors of Identity, and Creating Irresistible Influence. Featured in The NewMarket Wizards and other publications for his work with traders and high-stakes decision-makesCharles will inspire you to influence change and truly turn around your PI program

THE BUSINESS FUTURIST

Dr James Bellini is a leading futurologist and author with a considerable reputation as a thought-provoking speaker and moderator at top-level management conferences and business schools aroundthe world. James has spent more than twenty-five years as a respected TV broadcaster, futures analystand writer with a strong focus on social, economic and technological trends up to Horizon 2025.

After an early academic career James joined the US-headquartered futurology ‘think tank’, theHudson Institute, as its first British member. He subsequently moved to the BBC to present The

Money Programme, Newsnight and Panorama and then to independent television as presenter, writerand narrator of a wide range of award-winning documentary series, current affairs programmes andenvironmental reports. Accolades include the Shell Cawston Prize, the Golden Nymph Prize and thePrince Rainier III Prize at the Monte Carlo International TV Festival and a UN award for the twelve-partseries The Nuclear Age. For seven years he was a studio presenter with Financial Times Television andSky News. James has written many books and special reports and is a regular contributor to leadingpublications. He has also held senior executive positions in advertising and corporate communicationsand served on the European Advisory Board of the global future forum. He is a member of the BritishAcademy of Film and Television Arts.

JAMES BELLINI, Futurologist & Author, ‘The Bull**** factor’

THE VISONARY

With over 30 years of hands-on experience, Steve is one of industry's noted experts in AdvancedBusiness Process Management (BPM) and Performance Transformation. He heads the Research &Professional Services network within the BP Group.

As a co-founder of www.bpgroup.org in 1992 Steve developed the world’s first and premier

Steve Towers, Founder & CEO, BP Group – celebrating 18 years of Outside-In Thinking

network for Business Process Management & Performance professionals. Now in 118 countries withmembership of 40,000+. The BP Group has offices in London, Houston, Bangalore & Sydney.

A noted leader, Steve works as a mentor, coach and consultant and has helped pioneer throughresearch and ‘hands-on’ exposure to the world’s leading companies the evolution to Advanced BPMaka 'Outside-In '. Recently recognised as a global thought leader in ‘Outside-In’ Steve continues toevolve process thinking towards a customer centric view of business.


NOT JUST YOUR AVERGE CONFERENCE:A NEW AND UNIQUE LEARNING, NETWORKING AND KNOWLEDGE SHAREYou spoke and we listened. At IQPC we know that 10 yearsago a standard power point presentation was expected andmet with your learning needs. However times have changedand what was fit for yesterday is not within today’s changingbusiness environment.

With time and budget increasingly scarce you need to knowthe business value of attending. You need something the willdeliver increased interactivity (with the right people), more

honest knowledge share (and not the corporate spin onthings) and most importantly you want to be able to walkaway with tangible business improvement strategies and notjust fluffy concepts that will directly boost the results for yourperformance and change program over the next 12 months.

That’s why the new look Process Excellence Week breaks allthese usual conference rules to bring you a refreshing meetingformat designed to maximize learning, interaction, trainingand benchmarking. And here's how...

PROCESS EXCELLENCE WEEK BRAIN SHARES

Situated in the newly interactive networking and solutions hall, brain sharesessions are designed to bring together attendees with one commoninterest and most importantly a desire to share experiences. Designed to

harness the experiences and knowledge of a group, brain shares are for a maximum of15 professionals with onsite booking available, and moderated by a qualified industryprofessional to ensure quality of knowledge share. Themes across the two days areopen to suggestions from attendees in advance with proposed sessions covering:• Training and development strategies• The latest technology solutions to enable performance• Business Process Excellence in content: How global trends and evolutions are

effecting you as a process and performance professional

QUESTION TIME

Your chance to get face-to-face with some of the industry’s leadingprofessionals and find out what makes their performance program tick.Moving away from the traditional power point presentation, ‘Question

Time’ sessions will be run for half the session in an interview format and then open forquestions from you the audience. It’s your chance to cut through the corporate speakand find out more about their biggest successes and learn from their experience.

INTERACTIVE AND EXTENDED WORKING GROUPS

Want a more hands on and interactive learning experience. Then theextended working groups spread throughout the 3 core days are youropportunity learn and take home some of the latest approaches to process

management and performance excellence. Select from a choice of 3 hour workinggroups on the 4th and 2 hours sessions on the 5th and 6th to build your own uniquelearning program. You're guaranteed to take home practical approaches andapplications to revolutionize your program from the minute you are back in the office.

PROCESS EXCELLENCE WEEK CLINICS

Addressing some of the industry’s most stubborn and long runningchallenges the Process Excellence Week clinic sessions are an interactivegroup designed to collaboratively shortlist and explore potential solutions.

Led by experienced moderators that have already taken steps to tackle thesechallenges you will first brainstorm options from the knowledge in the room, discussand then shortlist which approaches will provide the best and quick results within yourbusiness environment. Perfect for both benchmarking your current approach or forthose of you that are simply looking for quick fix solutions.

LIVE PRODUCT DEMONSTRATIONS

Stop by the live product and technology show case space in the new andinteractive networking and solutions hall to get an in-depth look into thecapabilities of the most advanced process excellence and performance

products on the market. The perfect opportunity for you to shortlist potentialpurchases for the coming year, see the latest application updates and get to grips withthe true product capability and functionality. Sessions run for 20 minutes eachthroughout the week – demonstration schedules will be posted onsite.

STRUCTURED NETWORKING

More opportunities than ever before to meet and expand your networkacross process and performance excellence with structured networkingopportunities spread through the week:

• Themed lunch table discussions• Live community benchmarking and assessment exercise• Designated networking zones for peer to peer industry networking• Plus don’t forget to join the Process Excellence Awards gala dinner and evening

networking (registration essential upon booking)


A BRAND NEW AND INTERACTIVENETWORKING AND SOLUTIONS HALL FORBUSINESS PROCESS EXCELLENCE

AT A GLANCE


• Choice of Summit workshops• Structured benchmarking• Process Excellence Awards Judging Day• Process Excellence Week Networking Extravaganza

• Keynote Plenaries• Themed content tracks• Open access to public for the Process Excellence Week Solutions Hall• Product and technology demonstrations in Process Excellence Week

Solutions Hall• Brain Share sessions• Process Excellence Awards and Gala Dinner

• Keynote Plenaries• Themes content tracks continued• ‘Business Process Excellence in context’ Brain Shares• Open access to public for the Process Excellence Week

Solutions Hall• Product and technology demonstrations in Process Excellence Week

Solutions Hall

• Certification course: CPP certification level 1-2 with the BP Group.org

Day 1

Day 2

Day 3

Day 4 & 5

Free Solutions Hall and networking passes now available for local businesses –sign up today on www.ProcessExcellenceLondon.co.uk

This year the newly named Process Excellence Week solutions hall is designed to be yourone stop shop for networking and solutions assessment. With complimentary passesavailable for anyone to attend just the solutions hall – 5th - 6th April – local leaders andprocess owners can now stay up to date with the latest trends and products.

The perfect place to build and refresh your Business Process Excellence &Transformation Network:• The chance to meet and share transformation and change strategies with 300+

Business Improvement and Transformation professionals from across Europe.With over 60,000 online member of Six Sigma & Process Excellence IQ and half of thosebased in Europe, there’s guaranteed to be a big buzz onsite and it’s the perfect place toarrange a meeting with some of your new found online contacts!

• VIP networking space: If you’re a senior executive or corporate change leader, takethe chance to sit back and converse in the quiet networking space by applying forentrance into the exclusive solutions hall VIP area.

• Structured networking opportunities: Watch out for the chance to take part in anumber of structured networking events run throughout the 3 days of the solutionshall. Everything from live maturity assessments, themed discussions groups, networkingby industry and maturity, make sure you look at the onsite schedule to not miss out.

Explore the latest range of innovative solutions to help drive your BusinessImprovement & Transformation Program to the next level – all in one place!1. Access to over 25 leading first rate solutions providers: 2011’s solutions hall will

be clearly marked and sign posted with relevant solutions, making it even more easy topin point which solutions are relevant for the next progression in your Business processExcellence initiative.

2. Look outside the Lean Six Sigma & BPM box to solutions that will take yourprogram to new heights: Delve into innovation, customer experience, performance,change management and automation solutions that go past the Process Excellencebasics to drive increased ROI and sustainable change programs

3. 10+ innovative technology demonstrations: Want to see the hottest technologyand solutions on the block? Then make sure you take time out to see some of the2011 solutions demonstrations – everything from the latest statistical softwareupgrades, e-learning solutions to process mapping software it’s your chance to trybefore you buy

8.30 Coffee & Registration

9.30 WORKSHOP A

Why we leave, why we stay…How to buildoutstanding, collaborative multigenerationalworkplace relationshipsThe notion of having one job and having it for life does not holdany appeal for the new generation of workers. Those days are goneforever and unless organisations are willing to invest in their peopleemotionally and financially, the best and brightest will unashamedlyseek opportunities elsewhere, leaving you scrambling to replacethem. In this context, employers must be willing to rethink existinghiring, mentoring and training practices and let go of old ideas thatshaped the traditional organisational structures. In this fun andinformative presentation, participants learn how to adjust attitudesregarding the secret to motivating and retaining our workforce tocreate outstanding intergenerational workplaces. Developing anunbiased viewpoint and flexible approach, coupled with exceptionalinterpersonal skills and specific methods to keep all team membersengaged, productive and satisfied. These are prerequisites forleadership success in managing our human capital.Learning objectives and benefits of attending for managers:• Understand the “push” and “pull” factors regarding employees’

decisions to stay or leave• Learn how to apply positive communication and influence to give

support and motivation to all team members; regardless of age,culture and attitudes

• Practice the language of leadership to use when giving feedbackto different generations

• Learn how to create a work environment that fosters retention byencouraging creativity, participation in decision – making,brainstorming and problem solving

WORKSHOP C

ALL DAY WORKSHOP OPTIONTopgrading™: How to hire and coach highperformance teams

Jack Welch, author of Winning and former Chairman, General Electric

10 years ago that McKinseys produced their famous paper on “Warfor Talent” that had organisations sitting up and for the first timewondering how and what they should do. Subsequently Bain’sresearch followed over a thousand organisations concluding thatshare price construction had in the last 10 years changed from being80% on tangible assets to 80% on intangible assets – that is people!

However, surveys by the CIPD out earlier this year show that whilst50% of organisations are undertaking talent management activitiesonly 35% have a formal strategy and only 20% a formal definition. Sothe question remains, what are you doing to ensure you organisationis equipped for change by securing and retaining A-grade talent?

In this 2 part day workshop you will have the opportunity to workthrough a case study and understand the key processes and toolsfor Topgrading - a proven methodology for hiring and retaining APlayers. Over 30 years of research and over 65,000 assessmentinterviews, Topgrading has consistently proven to be the mostreliable process and methodology to identify, recruit, deploy,develop and retain high performers.

Attendees of the workshop will discover how to:• Identify an A Player - someone who has a 90% chance of

WORKSHOP B

How to effectively integrate your balanced scorecardwith your lean six sigma initiative to drive executionAre you looking for ways to ensure your business strategies are notjust planned, but cascaded and executed effectively? Join PaulDocherty, CEO of i-nexus and leading expert on the emergingbusiness discipline of Business Execution as he shares how leadingorganisations are transforming their Balanced Scorecard from ameasurement to an execution system by systematically integratingBalanced Scorecards and Lean Six Sigma.

Featuring case studies from leading organisations, this workshopwill provide practical guidance to both Lean Six Sigma practitionerswho are trying to align their programs with business goals and tosenior executives who are trying to utilise Lean Six Sigma to driveexecution of their strategic objectives. Drawing on over a decade ofexperience working with over 100 global organisations, Paul willshare the critical role of Hoshin Planning in linking the BalancedScorecard with Lean Six Sigma and lessons that have been learnedabout how to get senior leaders engaged in driving the process.

Paul Docherty, CEO, i-nexus

Monday 4th April 2011WORKSHOPS & NETWORKING DAY 1:


How to navigate the agendaCovering the critical building block to performance excellence and transformation, participants can now select the content most relevant to theirpersonal and business development by using the agenda content key code. Just match the content themes below with the coded session on the agendato make sure you take away what you need from your time onsite.

PERFORMANCE BUILDING BLOCK 1Process management methodologies and approaches

PERFORMANCE BUILDING BLOCK 2Infrastructure & Systems

PERFORMANCE BUILDING BLOCK 3People & change

PERFORMANCE BUILDING BLOCK 4 Performance & Strategy

“Topgrading helped us develop the tools to differentiate talent at GE.”

6.00 Process Excellence Week evening networking extravaganzaIQPC’s networking evenings are the perfect chance for you and your team to expand your Process and Performance network in a more relaxed and personal setting. Catch-up and share a drink with those you’ve metthroughout the day, meet those you have not met already and share ideas on the next generation in Business Process Excellence. The evening networking extravaganza is available for those opting into the 1 or 2networking package – see the pack page for more information on registration.


DAY 1...continued

12.30 Lunch & Networking

1.30 Benchmark your way to success – structured networking exerciseThis unique benchmarking session is designed to help you:• Assess your current programme strengths and relative weaknesses• Highlight specific areas for programme improvement • Match you weaknesses with another strengths through structured roundtables based on key maturity model criteria• Earmark which session over the next 2 days will be most relevant for your individual and organisation development strategies

2.30 WORKSHOP D

Creating a successful Customer Outcome with Outside-In ThinkingIn this session Steve Towers, renowned Business Process leader andfounder of the BP Group will walk through a successful tried andtested model for radically increased Customer Experience.Based on CEM & BPM principles participants will learn how to shiftfrom an 'inside-out' to customer centric 'outside-in' operationalmodel for increased competitiveness in today’s marketplace.

You will gain a background and understanding to outside-inthinking:• The misalignments in today’s companies which traditional change

techniques have failed to address• The opportunities created by thinking about process in the context

of the customer• Optimising the business proposition is an alignment to the

successful customer outcome• The reasons why latest generation techniques can impact

revenue, cost and service simultaneously• The 22 tools that make up the CEMMethod

Steve Towers, CEO & Founder, BP Group

WORKSHOP E

The agile enterprise: Balancing Innovation and ProcessManagement There has been much discussion in the press about the innovation crisis andhow traditional process improvement approaches are suffocating thecurrent innovation culture phenomenon. With the proper understandingand tools it IS possible for process management and Innovation to worktogether in a process oriented environment. In this workshop, Dr. Samuelwill discuss how to tackle the current controversy surrounding disciplineand imagination, and will demonstrate how to simultaneously integrate theprocess excellence disciplines with creativity to meet the challenges oftomorrow. In this workshop you will:• Discover a process based approach to uncover revenue, cost and service

improvement opportunities through the understanding and connectionof Process Improvement and Innovation tools

• Learn how to execute product, process and business model improvementprojects for organic growth

• Understand how to develop and thrive in an ambidextrous culture forefficiency and creativity

Dr. Phil Samuel. Chief Innovation Officer. BMGI CorporationDr. Phil Samuel is Chief Innovation Officer (CIO) for BMGI, Inc. Phil bringsmore than a decade of experience to his role as CIO, helping clients’ in-source creativity and increase organic growth potential. Phil’s counsel isinvaluable during the strategy deployment phase of any Lean Six Sigma,Design, or Innovation initiative, and he has become a trusted advisor for executives in a variety of industries.

achieving a set of outcomes that only the top 10% of peoplecould achieve

• Understand the true cost of “mis-hires” to your team or business• Build a scorecard for Topgrading• Create a ROI and payback model• Employ virtual benchmarking

No matter how good the theory or the process, people are critical forexecution and results. Topgrading will be the key tool in your kitbag.

Christina Pritchard, Founding Director, Meta-Lucid

• Experience a hands–on opportunity to practice the power ofpositive connection with all generations

Michelle Ray, Workplace Relationships & PersonalLeadership Expert

WORKSHOP C continued

Topgrading™: How to hire and coach highperformance teams

Session continued from morning session.

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Tuesday 5th April 2011CONFERENCE DAY 2: Keynote Thought Leadership followedby choice of themed content tracks


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8.00 Official Opening of Process Excellence Week Solutions HallJoin your peers to witness the grand opening of the 2011 Solution Hall. Open across the 2 days,it’s where you’ll be able to find all the latest Business Process Excellence solutions to help yourbusiness progress to the next level. Product and case study led presentations will run continuouslythrough out the 5th & 6th April in the solutions hall. For a complete schedule or furtherinformation on solutions hall only and solutions provider passes visitwww.ProcessExcellenceLondon.co.uk

8.50 Chairman’s opening remarks

9.00 A glimpse at the Future: The next 50 years and how it will effect youSet your sights on the future not the problems of yesterday to ensure that your business is bang upto date and set to excel within the fast growing business climate. So get ready to be inspired andexpand your horizons around what does performance in the new economy and global businessclimate look like?• What does the business world of tomorrow look like? What are the global business, social and

consumer trends that need to be on your radar?• Set your sights on the necessary evolutions: How will these global trends and changes in the way

that we do business effect the way that you approach performance and change programs?• The leaders: Analyzing the global leaders and what they did to become head of the pack. What

are the lessons we can take back to our own business?• Corporate culture and performance: A look at corporate psychology and why organisations act

the way they do. Is your corporate culture set up for high performance?

James Bellini, Futurologist & Author, ‘The Bull**** factor’

10.00 The Power of Personal Leadership – “Attitude makes the Difference"We all possess the ability to profoundly impact another person by the manner in which we conductourselves. When we go out in the world with a happier disposition, we impact others positively. Byour own demeanor, we create an energy force that has the power to change attitudes and changelives. We should never underestimate our own personal power! This highly energized and insightfulpresentation offers a deeper understanding of the power of positive thinking and personalinitiative, as well as specific tools to implement when faced with our own “stinkin' thinking”. Learning objectives and benefits for attendees:• Implement immediate solutions to workplace stress and negativity• Realign your core personal and professional values to those of your workplace• Learn how to re-energise attitudes to co-workers and management that brings profound results• Discover how to influence others with outstanding communication skills• Master the art of personal leadership in all relationships

Michelle Ray, Workplace Relationships & Personal Leadership Expert

11.00 Coffee & Networking in Process Excellence Week Solutions Hall• Exclusive book signing with James Bellini• Plus pick up your free audio CDs from Michelle Ray• Live product & technology demonstrations

11.45 Bringing together two sides of the executive leadership teams to debate thefuture of both quality and IT for Business Process ExcellenceAs the world of business evolves and technology changes the way we interact globally, theimprovement and transformation roles of the CIO and CQO are evolving with it. Roles such as theChief Process Officer or the Chief Performance Officer are emerging across the globe, fusing thepre-existing transformation roles in order to drive a more holistic transformation and changeprogramme. So what are some of the challenges and opportunities for those currently filling one ofthe most dynamic and creative roles in a modern company and what will the next generation ofCXOs leading Business Process Excellence look like?

Debate 1: Defining the emerging role of the CPO – Chief Process Officer• What is the role of the Chief Process Officer? And where does they sit within the business?• What qualities will they need? And what will their priorities be over the next 10 year?• How are these type of trends effecting and evolving the traditional Business Process Excellence

roles of the CQO and the CIO? How are these moving into the Chief Process Officer role?

Debate 2: The CQO perspective: How is the role of the CQO changing in line with these trends?• What key industry trends and movements do CQOs need to be aware of? And how are these

changing the role of quality management in line with changing business strategies?• Evaluating the shift between productivity and quality as key business fundamentals• How can CQOs evolve their quality programmes to ensure they are delivering a competitive edge

and innovation?

Debate 3: The evolving role of the CIO• What are some of the challenges and opportunities for those currently filling one of the most

dynamic and creative roles in a modern company and what will the next generation of CIOs look like?

• What qualities will they need? And what will their priorities be over the next 10 years?• The role of IT in shaping the business of tomorrow• A comparison of the emerging CPO role to the traditional CIO stereotype

Panel Chair: Connie Moore, Vice President & Research Director, Forrester ResearchRobert Ottolini, VP Quality, Opel, General MotorsShailesh Grover, Global Head of Quality & Continuous Improvement, BarclaysFabrizio Majorana, CQO, UnicreditMatt Fisher, COO, EFQMMyron Hrycyk, CIO, Severn Trent

1.15 Lunch & Networking in Process Excellence Week Solutions Hall• Live product & technology demonstrations• Themed lunch discussion groups• Private lunch for Corporate Leadership Board

2.15 EXTENDED SESSION FOR INCREASED INTERACTION

Organisational Excellence: Joining thedots between leaders, people, processand sustainable performanceDefining what your Management System looks likeis one of the most important decisions you’ll makewhen launching or evolving your programme. Butwith advocates for so many different improvementapproaches, tools and frameworks out there howdo you know which one will deliver the results youneed? And how can you fit them all together todeliver a cohesive and coordinated approach?

In this session hear the stories, successes andlessons learned in 3 very different performanceimprovement programs. This is your chance tounderstand their decisions, how their programmehas evolved over time and ask any questions youhave to those who have already done it.

Discussion hosted by:Matt Fisher, COO, EFQM

Panel to include:Ian McKay, Head of Quality Assurance &Business Excellence CS&S MASS, BAESYSTEMS PLC

Defining a BPM and performancedelivery framework: Forging a value-addrelationship between IT & the BusinessThis session will bring together the twoperspectives (IT & the business) to define strategiesfor a holistic approach to successful businesstransformation and improvement.• How do you translate Process Excellence, MDM,

SOA, BPMS into a language that can beunderstood by the business and executed tobenefit customers and shareholders?

• If you can’t bring your organisation to a standstillto sequentially progress through the phases ofprocess maturity, how do you manage concurrentinitiatives in all phases of the maturity model?

• Bringing the different business improvementmethodologies and critical approaches under oneroof: Piecing BPMS, Enterprise Architecture, Lean SixSigma and Agile together to deliver on one strategyand coherent problem solving methodology

• Managing both sides of the relationship foroptimal performance results: Bringing togetherthe business leaders with IT

• Creating a BPMS platform for business processvisibility and control: What does the journey look like?

Mark Zirbser, Head of Process Excellence, Cable & Wireless Communications

New deployments – is there a one sizefits all approach to getting your businessprocess management programme off theground?Started by brief snap shots of both deployments,and then followed by an open Q&A this is thechance of the year for those of you at thebeginning of a deployment to:• Set your approach and execution strategy for

Business Process Excellence• Define what model will work best and deliver

quickest results for your business• Learn from the lessons learnt and stumbling

blocks of those that have gone before and overcome the obstacles

• Hear from a successful award winning start-upbusiness process excellence deployment and theirsecrets to success

Ian Dobie, Head of Business Improvement,Legal & General

GLOBAL TRAINING APPROACHES FOR PROCESS IMPROVEMENT

BRAIN SHARE OPTION 1: Training andcertification

• Certification standards: A comparison of globalstandards and alternative models

• Introducing professional qualifications: Is thereanother credible option to belts?

• Options for building a sustainable, credible andself supporting training and certificationprogramme

• Ensuring that tools and learnings are used posttraining, back in the business as usual

Gary Adams, Continuous Improvement TeamLead (South). Transformation & BusinessDesign, npower retail

BRAINSHARE OPTIONS 2: e-learning: • A comparison of different online e-learning options• Differentiating between credible online learning

options • Hybrid learning approaches: Deciding the right

balance between online and classroom

PERFORMANCE MANAGEMENT

BRAIN SHARE OPTION 1: PerformanceManagement: The people perspective

• Engaging the business leaders in criticalperformance management

• Increasing the sustainability of performanceimprovements

• Creating mindsets and behaviours that stick• Creating performance through increasing

organisational skills

BRAINSHARE OPTIONS 2: LeveragingPerformance Management technology andtracking suites

• How can Performance Management technologyhelp to monitor and track the performance ofchange and transformation programmes?

• What technology options and functionality arethere for me to choose from?

• How to get the most out of the additions of aPerformance Management suite

EXTENDED SESSION FOR INCREASED INTERACTION

How can you introduce meaningfulrevenue and margin improvement into acompany that has already been"optimised" many times over?Does the following scenario strike a chord? Aswith many companies, the recent recession hasforced you to cut back costs. You may have alreadytaken "the low hanging fruit" in terms of the mostobvious cost cutting initiatives. You have also hiredthe best consulting companies to help expediteyour business recovery. However, despite all efforts,business is still slow. The economic environment,whilst not expected to enter another double-dip,remains stagnant. • What do you do next when you can’t just keep

removing more cost? • How do you start generating improved revenues

again and quickly?

John Corr, President, BP Group


BRAIN SHARE SESSIONS (Based in Solutions Hall)

Roundtable places will be limited to 10 per table.Attendees may select one and register upon

registration onsite in the morning to secure a space.

DRILL DOWN CONTENTSESSIONS – SELECT YOURPREFRED SESSIONS VIA THECOLOUR CODED CONTENT





3.05

3.55 Networking in Process ExcellenceWeek Solutions Hall• Live product & technology demonstrations • Process Excellence Week prize draw and

competition

5.15







4.25 Managing yourself through change:Creating the mindset of adaptability andpeak performanceWe are well and truly in the knowledge economy,where effective learning and adaptability are thekey characteristics of high performers. Knowledgeworkers now need a very different outlook and setof tools to get outcomes in teams, business unitsor organisations.

This session is designed to help people with one ofthe biggest challenges faced in business today –managing and thriving around change. This 90minute interactive learning experience will be adynamic mix of theory, practical exercises andsimple but effective tools designed to transformyour beliefs and behaviours and get you to anoptimum frame of mind and adaptability.

Through a series of activities and analogies designedto engage, challenge and entertain, this session willhelp you address the following questions:• What determines exceptional performance when

faced with demanding and challengingenvironments?

• How do we manage the complexity of drivingchange whilst at the same time executing ontactics?

• Why do people do the things they do and howcan we/they change to suit the current demandswithin the business?

Uncover hidden performance and discover how to:• Access your potential by managing your ‘frame

of mind’• Identify strategies for dealing with rapid change • Create the energy to perform under pressure and

deal effectively with new challenges, obstaclesand setbacks

• Challenge and change habitual behaviours andmake more ‘useful’ choices, specifically, whenunder pressure.

• Impact the beliefs of clients and colleagues byunderstanding and utilising ‘components ofinfluence’?

Jim Steele, Performance Coach &International Speaker

Optimizing causes of work & decisionpointsIn this session attendees will be taught key businessprocess management tools to help reduce criticalworkload and increase successful customeroutcomes:• Discover a practical framework for mapping your

businesses customer interactions• Breakpoints: Pin pointing your key process

breakpoints and minimising point of failure fromthe customers perspective

• Moments of truth: How to match key customerinteractions back to your critical causes of work

• Business Rules: Re-working your business rules foroptimal successful customer outcomes

• Optimising decision points to minimise causes ofwork and potential points of failure throughoutyour business processes

Charles Bennett, SVP Delivery, BP Group

Like these sessions – then attend the CPP course in more detail for the full qualification

Creating an ambidextrous organisation:Stealing a page from the innovators’ playbookEvery organisation is on a quest to improve its

performance in three key business activities:• Improve the performance of current business • Create a profitable future for the organization• Selectively abandon the past.Whilst traditional process excellence has focused onimprovement, innovation focuses on doing thingsdifferently and then abandoning the past.

Discover how you can steal a page from theInnovators’ Playbook to simultaneously manage theYin and Yang nature of efficiency and creativity:• Creating a process based approach to innovation• Understanding which companies that can truly be

called ambidextrous organisations• Develop an ambidextrous culture for efficiency

and creativity within your organisation• How to leverage innovation approaches for next

generation Process Excellence

Dr. Phil Samuel, Chief Innovation Officer, BMGI Corporation

PROCESS EXCELLENCEWEEK CLINIC

Cascading strategy to operational reality:Making it come to lifeDiscover how to more effectively capture and cementstrategic goals to form the foundations for your businesschange and transformation initiatives. Through lookingat strategic planning and the concept of Hoshin Planningdiscuss practical strategies to turn business vision into areality.• Setting the strategy: Creating a definite vision,

prioritising actions and setting clear course to get there• Linking daily activities and processes into the wider

company strategies for meaningful results• How do your measure success? Feeding strategic

planning points into key KPIs and governanceprocesses at all levels of management throughout theorganisation

• Creating measurable milestones and daily activities forimprovement programmes that are truly workingtowards a shared vision and goal for businessexcellence

• Create accountability at all levels within the businessfor achieving the shared vision

Peter Henderson, SVP, Head of CA Strategies &Change Management, Bank of America

Turning customer centric – the process ofcustomer value creation• Creating a customer architecture for moments of

truth: How to understand what the customerreally wants, and then re-orientating your internalprocesses and metrics to match

• Understanding and mapping the customerjourney, to truly understand what the customerexperiences

• Performance measurement: Linking traditionallagging customer satisfaction metrics to leadingindicators for a more pro-active approach tobusiness process excellence

• Driving effective ownership and business planningto drive the right changes at the right time todeliver maximum customer and business benefit

Paul Lawrence, Head of CustomerArchitecture & Process Improvement,BskyB



TECHNOLOGY FUTURESJoin focused discussion groups around the practicalapplication and ROI on some of the latestevolutions in the BPM space.

BRAINSHARE TO INCLUDE:• Cloud based BPM• Open source BPM solutions• Applications for Business Intelligence• Content & data management• Enterprise architecture & agility

Each attendee will spend 20 minutes with eachroundtable leader and cover all technology areas

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Wednesday 6th April 2011CONFERENCE DAY 3:

6.00 End of Day

7.00 Pre-awards drinks reception and networking

7.30 2011 Process Excellence Awards Ceremony. Make sure you reserve your place at the community event of the year to celebrate and recognize the top performers for 2011. Process Excellence Awards are now open for entry and close on the 4th February. For more information surrounding 2011 awards applications visit www.ProcessExcellenceLondon.co.uk

8.00 Networking Breakfast in Process Excellence Week Solutions HallJoin your peers to witness the grand opening of the 2011 Solution Hall. Open across the 2 days, it’swhere you’ll be able to find all the latest Business Process Excellence solutions to help your businessprogress to the next level. Product and case study led presentations will run continuously throughout the 5th & 6th April in the solutions hall. For a complete schedule or further information onsolutions hall only and solutions provider passes visit www.ProcessExcellenceLondon.co.uk

8.45 Chairman’s opening remarks & recap of the awards ceremony

8.50 Challenging your individual and organizational performance!Jim Steele is one of the most charismatic presenters in the business world today. Addressing global fortune500 organisations, Jim has the proven ability to deliver a message that motivates, educates, inspires andentertains. Fascinated by the nature of peak performance, he has spent much of the last decade workingwith highly successful individuals from business and from the world of sport, seeking to understand notjust what makes these people tick, but what makes them tick so much faster, stronger and longer.

Beginning his career as a life insurance salesman, his early performance was decidedly average. Butwhen 'shadowing' one of the company's peak performers he made a discovery that would reshapehis whole life. He realised there are definable strategies of mindset and behaviour that that canpropel an average performer towards excellence. He became a tireless reader, gradually piecingtogether his own unique take on peak performance, allowing him to achieve a breakthrough in hisown performance, winning many awards including Top UK Salesman – surpassing the company’sdefinition of 'Excellence' by more than 300%.

In this fascinating keynote, discover:• How you too can reach peak performance and achieve excellence• What turns average performers into excellent performers• How to apply a structured recipe for peak performance to your organization and truly make a

difference

Jim Steele, Performance Coach & International Speaker

9.40 The 2011 Process Improvement Visionary CouncilEvery year Six Sigma & Process Excellence IQ brings together the most industry recognised andtalented Lean, Six Sigma & Business Process Excellence leaders to help you map a vision for the futureof global Business Excellence and performance. Following rave feedback from the inaugural Europeanand US panels the PI Visionary Council returns to help you get your priorities straight for 2011.• A reflection on the role of Business Process Improvement in transforming European businesses to

move out of the recession • From recession to recovery: How has the landscape changed for the big European multinationals?

10.25 Coffee and networking in Process Excellence Week Solutions Hall• Interactive benchmarking exercise• Book signing and follow up with Jim Steele• Live product & technology demonstrations

11.05 Outside-in: Revolutionary customer thinking strategies for the next generationof Business Process ManagementThe world's leading companies have come to realise that only when their customers are successful, willthey be successful. In pursuit of their market leadership not only they need to spend time to look insidetheir business to know how things are getting done but also look outward to get deep understandingof their customers. Welcome in the new era of outside-in thinking that is sweeping the globe...

Outside-In can really be summarized in the statement that “the customer experience is the process”.We can no longer just look within our organisational boundaries to create a sustainable competitiveadvantage. We have to extend our scope and embrace a broader view of optimising process byunderstanding, managing and developing customer expectations and the associated experience.

Hosted by the world renowned BP Group, this unique panel is your chance to meet and hear thecustomer success stories from 3 of the most successful outside-in companies.• What makes an outside-in thinking company?• Putting the customer at the heart of everything you do – turning traditional BPM on its head for

successful customer outcomes

Steve Towers, Founder & CEO, BP Group – celebrating 18 years of Outside-InThinking

Keynote thought leadership, choice of themedcontent sessions and Business ProcessExcellence in context discussion groups

DAY 2...continued


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And who will become the new leaders?• How does L6S & BPM need to adapt to the recovery economy: Ensuring it’s a driving force for

positive business change?• Going beyond cost-cutting to pro-actively drive customer experience and top-line growth

Chaired by: Michelle Ray, Workplace Relationships & Personal Leadership Expert

PI Visionary Council representativesEric Thompson, Process leadership Manager, Shell InternationalSandy Lucas, Quality Leader, GE CapitalEmmanuel Decroix, Global Deployment Leader, BNP Paribas – Corporate Investment BankingEstelle Clark, Director Business Assurance, Lloyds Register Ben Nicholson, Director Operational Excellence, Barclays CapitalDelf Schumann, VP Corporate First Choice Office, Deutsche Post DHL

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Roundtable places will be limited to 10 per table.Attendees may select one and register upon

registration onsite in the morning to secure a space.

11.55 The Next Intelligence: Optimizing Business Process Excellence cultures throughharnessing the pervasive power of language and perceptionThings are not what they seem. We all speak an (almost) invisible language that highlights andhides key aspects of every experience, ideas, interactions, decisions and explanations. These wordsare the essence of every perception, action, emotion, thought and belief – from individual toorganizational, from the everyday to the strategic. They create the shape of a corporate culture.These illusive elements influence memory, imagination, creativity, salesmanship and problem-solving – the ultimate resources of stand out innovation and accelerated performance. And almostno one is taking advantage of these game changers.

In this mind opening session, learn how to think and talk and communicate your culture differently:• Gain the ability to see and hear these pervasive, yet (almost) invisible influences...and start using them.• Learn why you understand others, but haven't been able to convince them … until now.• Find out how the language you’re not hearing is running your strategic initiatives … and

change it.Charles Faulker, Co-author, NLP: The New Technology of Achievement, Author,Creating Irresistible Influence

12.40 Lunch & Networking in Process Excellence Week Solutions Hall

1.40 PROCESS EXCELLENCEWEEK CLINIC

End-to-end business processmanagement: Creating a enterprise wideframework to drive true value from anend-to end approachIn this session discuss the challenges and debateimplementation strategies for and enterprise widebusiness process management framework. • Shifting to an end-to end infrastructure: Creating

the end-to-end framework for process management• Matching back the customer journey to mission

critical processes across the business • Embedding Business process standardisation and

management prior to improvement• Working together towards the total customer

experience: Getting your suppliers andcontractors on the same wavelength

Steven Schofield, Operational Excellence Lead,The Carphone Warehouse

2.30 What is Next Generation BPM? Re-aligningBPM for business agility and growth• BPM in 2010: An essential tool in the new

business environment, but why?• How does traditional BPM thinking and the role

of technology need to adapt to provide for thebusiness of today and tomorrow?

• Moving from a cost cutting to growth agenda:How can BPM be leveraged to drive strategicbusiness objectives in a time of high competitionand fast change

• What’s next? The roadmap for future BPMdevelopment in 2010/2011 and what to look outfor, both good and bad

Session open for sponsorship – to enquire aboutopportunities email [email protected]

3.20 Networking in Solutions Hall


Effective change leadership and whatkind of leader are you?Leadership is critical to the success of the change ortransformation programme, so how does your ownleadership style fit with successful leadership models?

In this interactive session participants will work withan expert to analyse the different facets of leadershipengagement and increase your scope of influence.

• Introduction to change management - what is it • Defining what makes a good leader• What makes a good change leader• Introduction to different leadership practices• Where do you fit in?• How to change your leadership style for increased

organisation results

Peter Stoppelenburg, Director HighPerformance Organization, Essent

BRAIN SHARE OPTION 1: Evolving globalorganizational structures & Emerging markets

• Managing a diverse and global business: Whatabout the cultural element?

• How do emerging operational models such asCoEs, shared services and outsourcing effect theway we manage organisational processes

• Reflecting on global vs. regional managementmodels and what this means for the managementof your change and transformation initiatives

Eric Thompson, Process Leadership Manager,Shell International

BRAIN SHARE OPTION 2: The mobileworkforce

• Giving real time business process information andcapability for data capture and analysis to themobile workforce – what technologies areavailable? (Ipads, smart phones etc)

• Enabling quick onsite reactions through mobilebusiness process management

BRAIN SHARE OPTION 3: Mergers andacquisitions

With post recession mergers and acquisitions rife,what are the key considerations for the businesstransformation and process leader during theperiod of transition?• How do two become one? Strategies for merging

organisational and process frameworks to supportM&A

• Designing the ultimate organisational and processmodel

• How can BPE be leveraged to help design betterprocesses from the ground up?

• Standardising legacy IT systems and integratingbusiness process management platforms


The risk equation: Mastering high riskdecision making• Qualitative risk management – how do concepts

of decision making and risk management effectthe way we manage standard work, criticalorganisational operations and the processes thatunderpin this?

• Calculating risk: Quantitative vs. qualitative riskmeasures

• Analysing the basis for decision making –quantitative vs. qualitative criteria for criticalbusiness decisions

• The emotive and behavioral element: How doesthis effect the way we take decisions asindividuals and as a business?

• Strategies to embed a more logical models fordecision making to lower levels of critical risk

Roundtable facilitated by: Charles FaulknerFaulkner began to take a particular interestin studying the behavior of top traders in1987 when a bond trader asked him if NLPcould be used in the stock market. In 1990

after years of observing the decision-makingstrategies of successful traders such as RichardDennis, Pete Steidlmayer, Jim Rogers, Paul TudorJones and Tom Baldwin, Faulkner decided tobecome a trader, himself. His first trade in 1992was a failure; however, he did succeed in closingthe year at a profit. Within three years, Faulkner'strading skills had improved enough that, author,Jack D. Schwager included his profile in The NewMarket Wizards: Conversations with America's TopTraders








Drilling down on BPM for critical risk, control andcomplianceOver the past few years, thanks to the stock market crash and globaldisasters such as the latest BP rig explosion, the attitude towards riskmanagement and control has altered dramatically. Now theconsequence and cost of ‘doing the wrong thing’ is now businesscritical, putting it top of every organisational agendas for 2011.

In this session discover to more effectively monitor and manage riskin the most critical parts of your business:• Using BPM to standardise process flow and reduce risk or break

points• Highlighting your most critical areas for risk to focus improvements

and ensure tight process control• The role of the risk management director and project lead:

Communicating a standard way of working to minimize risk at alllevels throughout the organization

Dan Kent, Head of Quality, Lloyds Register

From Organisational Design to Process Design:Cascading the perfect framework throughout theorganization • How can BPM and Organisation Design be leveraged together for

complete operational transformation • Translating business strategy into the way you do business:

Cascading business vision to operational business processes • Linking organisational and process design initiatives for a joined up

approach to business process excellence • How Organisational Design, BPM and Lean Six Sigma initiatives are

linked together?

Dr. Cristian Matei, Manager, Operational BusinessImprovement/MBB, Alstom Power Thermal Services

Peter Gulbinat, Director, Business Improvement,Alstom Power Thermal Services

BRAIN SHARE OPTION 1: Global Supply Chains• Evolving supply chain models from low cost country models to

local sourcing and supply chain agility - How does this effect onprocess agility and end-to-end efficiency

• Reverse offshoring: Reflecting on the global trend for movingmanufacturing back to high cost countries like the United Statesand Western Europe. How does this alter the Lean and low costmodels we currently operate within?

• Are long supply chains from low cost country sourcing leading totoo high inventory costs, excess inventory, slow reaction times tothe market changes, reliability/quality issues, and supplydisruptions due to natural and manmade (strikes, political unrest,etc.)?

BRAIN SHARE OPTION 2: Enterprise 2.0• How does the rise of social technologies and cloud effect the way

knowledge is shared internally and the way we communicate? • How does social technology affect the way we interact with our

customers?• How can we leverage these development to enhance operational

processes and organizational performance?

BRAIN SHARE OPTION 3: The growth of the knowledgeeconomy

• Should you standardise processes in a business that depends oncreativity, innovation and knowledge as its key product?

• Is it possible to apply traditional business process managementwithin the knowledge sector? If so, then how does your approachneed to change to this emerging environment?

• How to you balance innovation with standardisation?• How appropriate is BPM and automation within the knowledge

sector? Are there cases where is can work effectively?• Adaptive Case management: How can this help Business Process

Excellence within the knowledge economy and is this analternative to traditional BPM thinking?

Derek Miers, Principal Analyst, Forrester Research

5.30 Closing Summary Megan James, Executive Director, Process Excellence Week• Closing thoughts and key learning points• Final business card swap• Itineraries for day 4&5


DAY 3...continued

3.50PROCESS EXCELLENCE WEEK CLINIC

Local to Global: Enabling enterprise wide excellence• Creating a global quality framework: Ensuring standards are the

same across all areas of the business (the challenge of multiplesites, different locations, different operating models)

• Standard operations models and target operating models: Dothese work in practice? And how to you make sure you have theright balance between local agility and global standardisation

• Balancing a centralised governance, training and strategy unit witha decentralised Business-As-Usual (BAU) model: What does thislook like in practice?

• Frameworks for sharing best practice across the business: Creatinga natural knowledge share and performance framework

Steve Delpy, VP & Quality Leader International Controllership,American Express

4.40PROCESS EXCELLENCE WEEK CLINIC

Make performance improvements stick: Process andchange governance In this session attendees will engage in an interactive discussion ofvarious key elements of Process Governance and change control –what is it, and why do you need it?• The ultimate performance goal: Making the goal for excellence

and performance BAU• Creating sustainability of change and performance: How do you

implement an effective Governance model?• Comparing different approaches to governance: documentation or

processes, business unit accountability and installing keyperformance KPIs

• Deployment of change is not the end of the story, it is thebeginning of the next chapter: How to make sure your changeprogram really results in a new way of working?

Alan Radcliffe, Business Process Lead, NAB

Day 1: LEVEL ONE - Introduction to Business Process Management Day 2: LEVEL TWO - BPM Core Fundamental

Learn to apply process diagnostics to existing processes, calculate causes of work and points of failure, andidentify actions that can be taken to improve them. Develop a structured approach accessible by everyone inthe organisation to enable immediate and significant performance improvements. Create a sustainableoperational and strategic method suitable for both dramatic and steady state improvements. • Apply process diagnostics to any existing process or service. • Understand and identify moments of truth, breakpoints and business rules • Determine the magnitude of the points of failure performance factor and causes of work performance

factor of the process. • Calculate the points of failure causes of work performance factors then graph it on the maturity scales• Identify actions that can be taken to improve the process• Identify actions that will significantly reduce the process points of failure and causes of work of the process• Identify actions that can be completed in less than 90 days (often much less)• Analyze the benefits versus cost (resource/time/degree of change) for each action • Clearly identify “low hanging fruit” – actions that require minimal investment versus return • Apply process diagnostics to a customer focused (SCO) process • Determine the points of failure performance and causes of work performance process factors. • Conduct the risk assessment on the business and customer including • Identify actions that can be taken to improve the process • Review the various techniques and approaches to improving process (useful internal materials), and • Understand the Customer Expectation Management Method (CEMMethodTM)* as an Advanced Process

Management approach

"Even if you think you understand BPM you haven't experiencedit like this before!" – Director of Process, TATA

"This really teakes the bull by the horns and turns processes intomassive opportunites for the business" – Senior Business Analyst, HSBC


Thursday 7th April 2011Conference Day 4 & 5: Certified Business ProcessProfessional course

The Certified Process Professional (CPP) programme takes BPM training to an entirely new level. This premier workshop is designed for those seeking professional skillsin process management, process improvement, process alignment andinnovation. The advanced Business Process Management methods andtechniques that deliver!• Uncover Process Improvement opportunities in just hours - in any

process, big or small • Identify actions that will improve process efficiency by 30% to 60%

within 90 days of deployment • Delight your customers (making them your biggest advocates) through

Successful Customer Outcomes • Innovate to compete: Set the market trend and even dominate your

industry The Certified Process Professional programme builds your competencyin delivering these essential benefits in literally everything you do.Unleashing the power of process in your organization today.Professionals interested in becoming Certified Process Professionals mustcomplete the required courses and pass a comprehensive test, casestudy submission and peer review depending on the level of attainment.The courses are intended to educate the student in the work of thebusiness process professional and the associated validation to verify thatthey have understood and can deliver the concepts.

CONTENTA dynamic and comprehensive approach to creating and managingenterprise processes that deliver sustained high performance,encompassing the full range of management systems and practices.Content based on the experiences of hundreds of companies and the BPGroup (www.bpgroup.org) networks ongoing research.

WHO SHOULD ATTENDSenior executives, operating managers, process owners, resourcemanagers, members of process design teams and programmanagement offices, functional managers, key front-line personnel, andeveryone else with a stake in getting the most out of businessprocesses.

RESULTSCourse attendees will learn how to:• Exploit process management for triple crown benefits with sustained

high performance: Reducing costs, enhancing service and improving revenues at the sametime

• Develop performance metrics for end-to-end processes

• Link processes to enterprise business goal • Coach and align people for performance and

process management • Improve business performance immediately (15-40%

within 90 days) and • Establish a method to sustain continuous improvement (annual

improvements 15-20%) • Achieve the tactical and strategic payoffs of process

WHAT YOU GET• Hands-on instructor-led training days by a world recognized coach• All materials electronically (for your own internal use) and online

support • Formal certification as a Certified Process Professional (CPP) Levels 1-2

(practitioner and professional)• SIX Practical toolkits to use and takeaway immediately• CEMMethod(tm) guidebook• Copy of the latest book "Outside-In. The secret of the 21st century

leading companies" (published 2010) • Membership in the worlds premier process & professional business club• Unique one to one telephone support (dedicated telephone number)

Develop the insights and techniques to align all processes with successful outcomes, and in doing so create thecapability for the organisation to win the triple crown i.e. reduce costs, improve revenue and enhance service. Gobeyond the triple crown into the Fourth Wave of BPM to way exceed the benefits derived from 3rd Waveapproaches such as Six Sigma and Lean. Create the ‘game plan’ that reaches and convinces the lead team forimmediate success.• Understand the concept of Successful Customer Outcomes and review recent case studies of global champions• Define Successful Customer Outcomes for any process, product or service• Create the 7 step action plan for crafting Successful Customer Outcomes• Develop the SCO mind map for any process, product or service• Understand the substantive difference between customer wants, desires and needs • Learn how to identify clearly customer needs and expectations (even when the customer doesn’t know it

themselves) • Understand Current and Future State Process Models • Develop a Current State Process Model – individual, team and enterprise wide• Utilise CPP Level One skills (learned on Level 1) in conjunction with the Customer Expectation Management

Method (CEMMethodTM) and the Advanced Process Management approach to analyse the Current State Model • Assess the Risk factors (organisation and customer) identified in Current State Modelling • Develop the Risk Assessment Profile against a matrix of the 8 key factors that drive performance improvement • Prepare a Risk Assessment Profile that informs the Future State • Develop and substantiate an Action Plan to mitigate risks

Get your brand in front of active investors and senior leaders across theBusiness Process Excellence spectrum. Exhibition and Sponsorshipoptions are extensive, and packages can be specially made to suit yourcompany's distinct commercial requirements. For further information onpackages Contact the IQPC business development team on +44 (0) 207368 9300 or [email protected]

Corporate Leaders Boardroom Corporate Leaders Boardroom

Accessible only by personal invitation, the Corporate Leaders Boardroom will meeton the 5th April for a private meeting surrounding the strategic development ofBusiness Process Excellence and strategic transformation initiatives with the business.A tailored itinerary will be created, hosted by 5 Executive leaders, providing a flexibleand informal meeting agenda driven by you, the corporate leadership. Suggestedagenda points from the advisory board include:• The role of Corporate Leadership in driving Business Process Excellence &

Transformation:• Strategies for driving global Business performance and growth• Defining and optimizing ROI: The balance sheet and corporate reporting strategies

Chaired by: James Bellini, Futurologist & Author, "The Bull**** factor"

Meeting includes: Private lunch, evening champagne reception and guest leadership speaker. Corporateleadership attendees are also welcome to attend the wider Process Excellence Week Europe sessions. To requestand invitation email [email protected]

Corporate Leaders already confirm to attend include:• Myron Hrycyk, CIO, Severn Trent• Andy Keatings, CQO, HJ Heinz• Robert Ottolini, VP Quality, General Motors• Shailesh Grover, Global Head of Quality &

Continuous Improvement, Barclays• Peter Henderson, SVP, Head of CA Strategies &

Change Management, Bank of America• Fabrizio Majorana, CQO, Unicredit

• Matt Fisher, COO, EFQM• Sandy Lucas, Quality Leader EMEA, GE Capital• Holger Winklbauer, COO, Global Forwarding, DHL• Estelle Clark, Director Business Assurance, Lloyds

Register• Delf Schumann, VP Corporate First Choice Office,

Deutsche Post CHL

Introducing the first European

ATTENDANCE BY INVITE ONLY: EMAIL [email protected] TO REQUEST PARTICIPATION

EXCLUSIVE • EXECUTIVE • STRATEGIC

2011 EUROPEAN SPONSORS INCLUDE:

SPONSORSHIP & EXHIBITIONOPPORTUNITIES

2011 EUROPEAN PARTNER:

The BP Group is a global 'not for profit' business club originally foundedin 1992. As a 'not for profit' the vision is to connect and network peopleinterested in significantly improving organisation processes and as aconsequence business performance. Our mission is to help you improveindividual and corporate performance through advanced processmanagement. www.bpgroup.org

Website: www.pmi.co.uk

Website: www.rathstrong.com

Website: www.bmgi.com

Website: www.i-nexus.com

Website: www.cmcpartnership.com

ARE YOU A BUSINESS EXECUTIVE OR CORPORATE LEADER LOOKING TO NETWORK?


Co-hosted by:

To find out more about how to enter, the judging process, awards criteria & applications or the prestigious judging panel then [email protected] for more details. The awards are a sure-fire way to invigorate your programme and ensure team commitment; just take alook at some of the honest feedback from this year's judging panel and winners.

2011 PROCESS EXCELLENCE AWARDS NOW OPEN FOR ENTRY!

2011 Award categories include:

Ravindra RaoDirector Operational ExcellenceHoneywell

Evin KoseVP Process ManagementFinansbank

Adrian DunnContinuous Improvement EnablementManager, Europe & AfricaBP

Howard MillerLean Six Sigma Deployment LeaderHSBC

Peter EvansDirector Quality & OperationalExcellenceVirgin Media

Steve LagueDirector Operational ExcellenceRSA

Jeff AylandHead of Order-to-CreateRS Componants

Fabrizio MajoranaCQOUnicredit

Paul IrishOperational Excellence ManagerRSA

Caroline HollyheadVPBank of New York Mellon

Emmanual DeCroixGlobal Deployment LeaderBNP Paribas

Rhian HamerDeputy Director ChangeMOJ

Steve TowersCEO & FounderBP Group.org

Christian MateiDirector Business ImprovementAlstom

Liz TaylorSenior Lean LeaderRoyal Bank of Scotland

Mark BraceyBusiness Improvement LeadLloyds Register

Unlike other awards programmes they’re for community and judged by the community. All renowned for their years of experience andleadership, this independent judging panel is ideally placed to pick out the shining stars of Process Excellence and innovation. 2011 include:

To win an award means that there’s consistencythough-out, the X’s are crosses, the Y’s ate

connected and the benefit to the business is thereand tangible – congratulations to everyone involved

– Brent Harder, Judge for 2010 Process Excellence Awards

PROGRAMME AWARDS• Best Process Improvement Programme• Best Start-Up Process Improvement

Programme• NEW FOR 2011: Best BPM Programme• NEW FOR 2011: Best BPO-based Process

Improvement programme

PROJECT AWARDS• Best Process Improvement Project in

Manufacturing • Best Process Improvement Project in

Service & Transaction • Best Project Contributing to Innovation• Best Process Improvement Project Under

90 Days • NEW FOR 2011: Best Lean Transformation• Best Green Process Improvement Project• NEW FOR 2011: Best BPM project

www.processexcellenceawards.co.uk

Submissionsdeadline

4th February


Open to any company, IQPC’s Process Excellence Awards have been established to honour, recognise and celebrate projects that demonstrate true best practices. And celebrating is exactly what you'll be doing if you win one of the 2011's Process Excellence Awards!

What better way to grab the attention of your CEO and maintain energy for your Business Process Excellence programme despitethe impact of the recession. So if you're looking for a way to captivate the minds of your senior management, or a way tomotivate your team, look no further. And not only will they hear about it, but so will the rest of the business world. Winners willbe highlighted and promoted across our events and in the quality media across the US, Europe and beyond.

REGISTRATION INFORMATION

Team Discounts off standard prices only

TEAMS OF 4-6 with senior leader (decision maker/c-suite) attending 40% off standard prices

TEAMS OF 4-6 without senior leader (decision maker/c-suite) attending 20% off standard prices

TEAMS OF 7+ with senior leader (decision maker/c-suite) attending 50% off standard prices

TEAMS OF 7+ without senior leader (decision maker/c-suite) attending 30% off standard prices

Terms & Conditions: Please read the information listed below as each booking is subject to IQPC Ltdstandard terms and conditions.

Payment Terms: Upon completion and return of the registration form full paymentis required no later than 5 business days from the date of invoice. Payment ofinvoices by means other than by credit card, or purchase order (UK Plc and UKgovernment bodies only) will be subject to a £49 (plus VAT) per delegate processingfee. Payment must be received prior to the conference date. We reserve the right torefuse admission to the conference if payment has not been received.

IQPC Cancellation, Postponement and Substitution Policy: You may substitutedelegates at any time by providing reasonable advance notice to IQPC. For anycancellations received in writing not less than eight (8) days prior to the conference,you will receive a 90% credit to be used at another IQPC conference which mustoccur within one year from the date of issuance of such credit. An administrationfee of 10% of the contract fee will be retained by IQPC for all permittedcancellations. No credit will be issued for any cancellations occurring within seven(7) days (inclusive) of the conference. In the event that IQPC cancels an event for anyreason, you will receive a credit for 100% of the contract fee paid. You may use thiscredit for another IQPC event to be mutually agreed with IQPC, which must occurwithin one year from the date of cancellation. In the event that IQPC postpones anevent for any reason and the delegate is unable or unwilling to attend in on therescheduled date, you will receive a credit for 100% of the contract fee paid. Youmay use this credit for another IQPC event to be mutually agreed with IQPC, whichmust occur within one year from the date of postponement. Except as specifiedabove, no credits will be issued for cancellations. There are no refunds given underany circumstances. IQPC is not responsible for any loss or damage as a result of asubstitution, alteration or cancellation/postponement of an event. IQPC shall assumeno liability whatsoever in the event this conference is cancelled, rescheduled orpostponed due to a fortuitous event, Act of God, unforeseen occurrence or anyother event that renders performance of this conference impracticable, illegal orimpossible. For purposes of this clause, a fortuitous event shall include,but not belimited to: war, fire, labour strike, extreme weather or other emergency. Please notethat while speakers and topics were confirmed at the time of publishing,circumstances beyond the control of the organizers may necessitate substitutions,alterations or cancellations of the speakers and/or topics. As such, IQPC reserves theright to alter or modify the advertised speakers and/or topics if necessary withoutany liability to you whatsoever. Any substitutions or alterations will be updated onour web page as soon as possible.

Discounts: All ‘Early Bird’ Discounts require payment at time of registration andbefore the cut-off date in order to receive any discount. Any discounts offeredwhether by IQPC (including team discounts) must also require payment at the timeof registration. All discount offers cannot be combined with any other offer

❑ Please do not pass my information to any third party

Tel: +44 207 368 9300Email: [email protected]: www.processexcellencelondon.co.uk

How do I Register?Book and Pay Book and Pay Book and Pay Book and Pay Standard

by 17 Dec. 2010 by 21 Jan. 2011 by 11 Feb. 2011 by 11 Mar 2011 Pricing

3 Day Pass SAVE £1100 SAVE £1000 SAVE £900 SAVE £800- Day 1 Workshops £698 + VAT £798 + VAT £898 + VAT £998 + VAT £1798 + VAT- Days 2-3 Conference

2 Day Pass SAVE £1000 SAVE £900 SAVE £800 SAVE £700- Days 2-3 Conference £499 + VAT £599 £699 + VAT £799 + VAT £1499 + VAT

CPP training SAVE £250 SAVE £200 SAVE £150 SAVE £100course only £750 + VAT £800 + VAT £850 + VAT £900 + VAT £1000 + VAT- Days 4-5 Conference

Networking Pass- Day 1 EveningWelcome Reception + £100 + VAT (for awards ceremony only)

- Day 2 Awards + £150 + VAT for both nightsCeremony & GalaDinner

Pricing

Government and NGO Standard Pass

3 Day Pass - Day 1 Workshops • Days 2-3 Conference £998

2 Day Pass - Days 2-3 Conference only £799

CPP training course only - Days 4 & 5 £1000

Your customer registration code is:

When registering, please provide the code above.

All registrations from companies operating outside the US will be subject to 17.5 UK VAT Registration #: GB 799 2259 67

To qualify for early booking discounts, payments must be received with the booking by the early registration deadline. Early booking discounts are notavailable on the Solution Provider Pricing.

No Delegate Solution Provider Pricing available – for solution provider package please call the businessdevelopment team on +44(0)2073689500 or email [email protected]

Media Partners

Website www.meta-lucid.com

Performance & Change Partner:

Process Excellence Week Europe

Documents

Transcript of Process Excellence Week Europe