23 - 24 July, 2019 | Sydney, Australia

Conference Day One: Thursday, 26 July 2018

8:00 am - 9:00 am Coffee and Registration

9:00 am - 9:10 am Opening Remarks from Chairperson

9:10 am - 9:50 am Case Study: Redesigning the Business Model for Process Excellence at ING

ING have been on a transformational journey forthe last year to redesign their business model for Operational Excellence.

Executive Director of Operations, Adriana Sheedy began the journey by analysing their processes, and looking beyond technology to see how things could be improved through process and new ways of working. Determined to increase end to end process efficiency with new process teams, Adriana now discusses some of the strategies she implemented with her teams, the excellent results they’re now achieving, and examples of her experience in process excellence.

  • Discussing how ING in Australia learned and aligned strategy with their international counterparts in the Netherlands.
  • Illuminating ING’s process improvements and efficiencies and how they achieved it
  • Best practice and lessons learned from their transformation and what they are looking to for the future

9:50 am - 10:30 am Case Study: Sydney Trains On Track To Delivering World Class Operational Excellence Through Transformation

In this session Tony will discuss the transformation project that Sydney Trains is due to unveil and roll out in September 2018. Tony will discuss how he took a failing project to a project that will be delivered on time and on budget through operational excellence strategy. Tony discusses some of the major lessons learned surrounding process mapping, workforce engineering, implementing the latest technology correctly, benchmarking and the hardest challenge to overcome, people and leadership management!

  • Building capability for business transformation by encouraging a workforce to change its mindset and buy into operational excellence, while cultivating leaders and change management champions!
  • Delivering cross functional teams to implement dynamic timetabling, track work timetabling, customer management and all the intricate parts of moving 1.3 million people every day
  • Lessons learned along the way and future focus on the opportunities and challenges, as well as how they may overcome them

10:30 am - 11:00 am Speed Networking

11:00 am - 11:30 am Morning Tea

Interactive Discussion Groups

Not only will you hear peer-to-peer led case studies and best practice, you will also receive Interactive discussion based session on pressing issues in Operational Excellence. How will the IDGs run?

  • The entire audience will break up and choose IDGs based on which topics are most interesting to them.
  • Each IDG is set in a roundtable format and will be facilitated by a thought leader
  • Each delegate will have the opportunity to select 3 topics and will rotate between their choices every 30 minutes.
  • Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

Table One

11:30 am - 1:00 pm Debunking the Myths of Robotic Process Automation (RPA)
Ian Dunn - Managing Director, BTP Australia

Ian Dunn

Managing Director
BTP Australia

Table Two

11:30 am - 1:00 pm Driving Digital Transformation with Customer Experience and Operational Excellence
Thomas Zimmermann - Director Pre-sales APAC, Signavio

Thomas Zimmermann

Director Pre-sales APAC

Table Three

11:30 am - 1:00 pm Building Capability In House VS Working With A Vendor
Belinda Bright - Global Head of Operational Excellence, Kepner-Tregoe
Vendor Facilitator

Belinda Bright

Global Head of Operational Excellence

Track Four

11:30 am - 1:00 pm Improving Leadership From The Top To Empower Employees
Jonaelle Lucas - Director of Process Excellence, Mater Health Services

Jonaelle Lucas

Director of Process Excellence
Mater Health Services

1:00 pm - 2:00 pm Lunch


2:00 pm - 2:40 pm Case Study: Removing Barriers And Resistance For Employees To Achieve Higher Performance
Michael Whelan - General Manager of Operational Excellence, Transurban
There are significant barriers to changing culture effectively when your company is undergoing a business model change. Transurban began on a business excellence journey to bring people and processes into alignment. This meant mapping out their workflows and understanding where to eliminate waste, as well as establishing a 5 year plan. However this transformation hasn’t come without its challenges, particularly in regards to their people who must be bought in to process excellence and understand what it is all about.

  • Understand the customer and how that affects workflows and true value adding tasks with collaborative efforts from the top to bottom
  • Buy in: help employees understand how process efficiency and operational excellence can directly benefit them and improve employee experience
  • Empowering employees to think in strategic and lean ways to improve their own workflows continuously

Michael Whelan

General Manager of Operational Excellence


2:40 pm - 3:20 pm Personal Journey from a Head of Transformation - Enterprise Mission To Be The First Agile Business Model In Australia Through Transformational OPEX
Last year, ANZ announced the plan to employ Scaled Agile across the bank’s Australian division with the hope of boosting efficiency and helping the organisation respond more quickly to changing customer expectations. This workshop will discuss a personal journey from the executive who led the transformation delivery and change management parts of this program.  She is now implementing a similar new ways of working strategy at Opteon and will share with you insights that you can apply to your organisation too!

  • Organisational readiness: The ‘why’ and ‘how’ of new ways of working in digital environments
  • Building agility into organisational cultural and structural foundations
  • Leveraging ‘new ways of working’ to enable innovation


2:00 pm - 2:40 pm Re-Engineering Processes and Implementing Fit for Purpose Design in Light of Significant Organisational Change
The Department of Family and Community Services it going through significant structural changes, going from 21,000 to 7,000 employees.
This has also impacted the Corporate Services team. As a result the team has had to adapt to ensure that it continues offer high quality
and consistent services across its portfolio of Finance, IT and HR. Part of this has involved embracing business partnering, outsourcing and self service.The changes have called for a re-evaluation of processes with the Department using co-design and adopting new performance measures.
This session will discuss:
  • Establishing a holistic view of the organization, shared services and end-to-end processes
  • Applying co-design principles to adapt processes to the structural changes
  • Rethinking and refreshing governance


2:40 pm - 3:20 pm Case Study: How Service NSW Implemented A Circular Service Continuous Improvement Model To Change The Paradigm Of Service
Steven Issa - Head of Operations, Service NSW
In the service industry, data can be overlooked as a crucial way to determine operational excellence. Using data to govern your processes is essential to ensure that changes are verified to be the most efficient improvement for your organisation and your customer.

This session discusses how Service NSW transformed their organisation to implemented the Circular Service Continuous Improvement model with the customer at the focal point. Steven will discuss the digital and cultural transformation required to implement such a model and the change to the paradigm of service, along with the data required to make the change.

  • Tracking your data driven process improvement and creating data driven management of customers to provide full visibility of their needs
  • Creating champions and empowering staff to be able to deliver feedback to the change managers and drive operational excellence
  • Discuss the outcomes of such a collaborative operating model and how the digital transformation has been matched to support the needs of the customer and business

Steven Issa

Head of Operations
Service NSW


2:00 pm - 2:40 pm Discussing Heritage Bank’s Journey Through Process Management With Robotic Process Automation
This session explores Heritage Bank’s approach to improving their processes with the use of RPA (Robotic Process Automation). He will discuss:
• Identifying and prioritizing different automation activities across customer service functions for low-budget yet high impact RPA opportunities
• Connecting with existing organizational governance functions to lower the barrier to entry
• Scheduling processes across bots in a lower volume environment for efficiencies


2:40 pm - 3:20 pm Reimagining Telstra’s End to End Processes and Delivering Operational Excellence Through Lean Six Sigma
Nick Latham - General Manager of Change and Continuous Improvement, Telstra
This session discusses Telstra’s journey to drive efficiencies whilst also digitally transforming the business. Nick has put in place a three year strategy to not only up haul their end to end processes through the use of Lean Six Sigma, but also create a digital change and truly leapfrog ahead with the use of robotics and data analytics. This is with the aim to drive efficiency, improve workflows and enhance customer service.

  • Redesigning processes and services: overviewing Telstra’s 3 year plan
  • Implementing robotics and using data to inform process improvements for guaranteed success
  • Discussing the challenge around culture change and buy in

Nick Latham

General Manager of Change and Continuous Improvement

3:20 pm - 3:50 pm Afternoon Tea

3:50 pm - 4:30 pm Case Study: Analysing How Data Assessment Can Take You To The Next Level In Your OPEX Journey

Through the combined application of traditional redesign process improvement methodologies, intelligent process automation (IPA) and data centricity, Brent and his team drive operational efficiency throughout BNY Mellon.

In this session, Brent specifically focuses on the flow of data and how this impacts OPEX. He will discuss some of the wins he has had in deploying these projects, with a frank outlook of his experience at BNY Mellon over the last three years.

  • Analysing the need to change the way we change: understanding how to actually transform your business
  • Identifying where automation can be applied and cut through the hype of how it can actually change processes and work flows for greater efficiency
  • Discussing what Brent believes is helpful for organisations to implement, the lessons learned through his experience, and where he is looking to go next

4:30 pm - 5:00 pm HSBC drives better, cheaper, faster transformation with Expertise Automation technology – a GPS algorithm for solving business process problems

Niranjan Deodhar - Founder, Open Orbit
Ben Tabell - Chief Information Officer, HSBC
HSBC is using technology to empower business users to self-serve their way to better processes, while improvement practitioners mentor.
Business users are the natural owners of the process - they live and breathe their challenges on a daily basis. They can now frame their challenges in a standardised way, and using algorithmic technology rapidly identify what could be going wrong and what can be done about it. Hence the analogy of a GPS to solve process problems, as Niranjan Deodhar, Founder of Open Orbit, will explain.
Users then work with improvement practitioners as their mentors to bring in an additional layer of human judgment where required.
This is a significant shift in mindset and requires effort to drive change and adoption, but the benefits are worth it, as Ben Tabell, CIO HSBC Australia, will share in this session. “We are using algorithmic technology to remove the wall between the process owner and the process improver – it can initially create discomfort on both sides but as the penny drops people see the power of this approach in delivering better outcomes”.
Business units across Operations, IT and the Commercial Bank have experienced project durations of weeks instead of months, lower project costs and faster realisation of benefits.

Niranjan Deodhar

Open Orbit


Ben Tabell

Chief Information Officer

5:00 pm - 5:40 pm Panel: Determining Why Operational Excellence Should Be Customer Centric And How To Achieve It For Increased Revenue and Innovation

Mustafa Ghulam - Business Improvement & Customer Experience Manager, Willoughby City Council
Lisa Davis - Chief Operating Officer, Equifax
This session attempts to explore the importance of customer based operational excellence, where the focus is completely on what the customers wants. We’ll discuss how customer centricity affects not only your people in the front office, but even redefines the role of the back office to be customer focused! Not only will this impact your revenue in the short term, but begins to set a precedent and culture that will power your organisation through economic lows!

  • How to use OPEX to achieve business strategy and customer centricity
  • Expanding the scope of Operational Excellence in your organisation and what customer centricity looks like
  • Comparing some of the most innovative Operational Excellence transformations and discussing the future of Operational Excellence


Mustafa Ghulam

Business Improvement & Customer Experience Manager
Willoughby City Council


Lisa Davis

Chief Operating Officer

5:40 pm - 5:50 pm Closing Remarks from Chairperson

5:50 pm - 7:50 pm Networking Drinks and Awards Night


7:50 pm - 8:20 pm End of Day One