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Adopting and embedding process innovations to drive customer centricity: Insights from Woolworths, Bupa, ANZ, Virgin Australia and Optus
What strategies can organisations use to alter and transform processes to better support the end goal of delivering an excellent customer experience?
To answer this question, the PEX Network recently caught up with five key influencers in process innovation to find out the strategies they are each using to embed customer centricity in operational excellence.
In this eBook, Woolworths, Bupa, ANZ, Virgin Australia and Optus share insight into their businesses approach to putting the customer at the heart of process design and advice for other organisations who are looking to drive customer centricity through process innovation.
A PEX Network Exclusive Interview with Penny Cortez, Director, Cultural Transformation and Change Management, Chevron Upstream
Penny Cortez, Director, Cultural Transformation and Change Management at Chevron Upstream and key speaker at OPEX Week Australia, led the cultural transformation effort for one of Chevron’s largest business units in Africa. In this interview she speaks to Andrea Charles, Senior Editor for the PEX Network about transforming global businesses through cultural change and the impact this is having on operational efficiency. Cortez also shares her top tip for effectively leveraging the power of culture to achieve more sustainable transformations and five opportunities for improvement to better align people and process.
- The Customer
The vision of the 13th Annual OPEX Week Australia 2017 is to connect transformation executives, facilitate the cross-pollination of ideas, drive solutions-based discussion, and help develop partnerships, all to drive the OpEx blueprint forward. We understand every organisation is different. That is why ahead of OpEx Week 2017, the PEX Network has complied the insights of 4 key experts in operational excellence and business transformation. Here they provide an outlook on the emerging trends they think will have the greatest impact in 2017 and how they make agility part of their process.
Transitioning IT to a Maintenance Organisation to reduce technology downtime on Operational Technology
- Using SAP Work management for planning integration for Operational Technology
- Focusing on Data Integrity at the source
- Use of Performance boards to drive continuous improvement and prioritisation
- Implement process health monitoring to reduce the MTBF (Mean time between Failure)
- Implement 24/7 process centric capable teams to reduce MTTR (Mean time to Resolution)
How Service NSW Implemented a Circular Service Continuous Improvement Model to drive customer centric process improvements
Fast track your attendance to the 14th Annual Operational Excellence Week 2018 by filling out this form and emailing back to email@example.com
Every organisation has processes, but why is driving and sustaining an operational excellence initiative such a complex mission? And more importantly, what areas are OpEX leaders currently focusing on to drive value through process excellence initiatives?
In this report we aim to answer these questions by taking a closer look at the current state of play for operational excellence in Australia and the skills, tools and technologies organisations will need in the future to truly drive business excellence.
Operational Excellence Week Sydney 2018 Awards Application Form: Cultural Change for Continuous Improvement
A use case that demonstrates an effective cultural change to embrace continuous improvement practices, operational excellence and mind set change
Operational Excellence Week Sydney 2018 Awards Application Form: Customer Centric Process Improvement
An application case of process improvement that is customer focused with proven positive impacts on the customer
An innovative application case of implementing technology that was introduced to produce specific and impactful efficiencies on operational excellence
In this video interview Michelle Lue-Reid, Former General Manager, Run Enterprise Services at the Commonwealth Bank explores how organisations can shift from an efficiency and cost reduction mindset to align process with business strategy.
Interview with Michelle Lue-Reid, Former General Manager, Run Enterprise Services at the Commonwealth Bank
In this video interview from OPEX Week Australia 2017, Michelle Lue-Reid, Former General Manager, Run Enterprise Services at the Commonwealth Bank explores how organisations can shift from an efficiency and cost reduction mindset to align process with business strategy.