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Adopting and embedding process innovations to drive customer centricity: Insights from Woolworths, Bupa, ANZ, Virgin Australia and Optus

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.

5 Crucial Factors for Aligning People and Process during Global Change

5 Crucial Factors for Aligning People and Process during Global Change

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.

Innovating in an era of change: taking operational excellence to the next level in 2017 and beyond

Innovating in an era of change: taking operational excellence to the next level in 2017 and beyond

For the 4th year running, we surveyed business improvement professionals from a cross-section of industries across Australia and New Zealand, to uncover the major challenges, trends and opportunities for productivity gains in Australian business improvement and Operational Excellence now and in the coming months.
This report explores three main drivers influencing the way businesses are approaching OPEX in A/NZ, including:
  • The Customer
  • Technology
  • Innovation
OPEX Week Australia: Speaker Industry Insight

OPEX Week Australia: Speaker Industry Insight

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.

Reinventing Your Operating Model to Better Align with Key Business Objectives

Reinventing Your Operating Model to Better Align with Key Business Objectives

Transport Shared Services is redesigning its operating model to purposefully focus on and deliver a customer centric product and service. Core is the implementation of a Tiered approach, supported by key technologies including exploration of RPA. It’s driving hard toward optimisation and ensuring its SS has a seat in the boardroom.
In this presentation from OPEX Week 2017,  Daniel Bennett, Principal Manager, Strategic Improvement at Transport NSW explores to take a holistic view of the way you do business and reengineer your operating model to better align with objectives
Driving and Embedding a Continuous Improvement Culture to Improve CX

Driving and Embedding a Continuous Improvement Culture to Improve CX

ANZ has selected and embedded ‘champions’. It’s all with the end game of delivering a consistent continuous improvement culture, with customer experience the main target. Detailed training and ongoing support is provided to the 150 champions who have been nominated across ANZ, with just over half of these located in our Hubs (Manila, Bengaluru, Chengdu, New Zealand and Fiji).
In this presentation from OPEX Week,  Tara Heylin, Business Improvement Manager, at ANZ explores how to drive a continuous improvement culture across every one of your locations to improve CX.
Transitioning IT to a Maintenance Organisation to reduce technology downtime on Operational Technology

Transitioning IT to a Maintenance Organisation to reduce technology downtime on Operational Technology

BHP Billiton has transformed its entire vertical structure to become horizontally aligned to support business processes, like fleet management, business analytics, etc. Having mastered Six Sigma, 30 teams are now using level 1-4 performance boards, with a COE in the centre of the structure.
In this presentation from OPEX Week 2017,  Brendan McCarthy, Head of Production Systems Operations, BHP Billiton, explores:
  • 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

How Service NSW Implemented a Circular Service Continuous Improvement Model to drive customer centric process improvements

In this case study, Steven Issa, Head of Operations at Service NSW shares the digital and cultural transformation required to implement a new operating model and how data can be harnessed to drive operational excellence for both the business and customer.

14th Annual Operational Excellence Week 2018 Registration Form

14th Annual Operational Excellence Week 2018 Registration Form

Fast track your attendance to the 14th Annual Operational Excellence Week 2018 by filling out this form and emailing back to registration@iqpc.com.au 

OPEX Australia State of the Industry Report 2017

OPEX Australia State of the Industry Report 2017

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

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

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

Operational Excellence Week Sydney 2018 Awards Application Form: Innovative Technology Alignment

Operational Excellence Week Sydney 2018 Awards Application Form: Innovative Technology Alignment

An innovative application case of implementing technology that was introduced to produce specific and impactful efficiencies on operational excellence

Leveraging Your Process to Enable Strategy Rather Than Just Efficiency

Leveraging Your Process to Enable Strategy Rather Than Just Efficiency

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

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.

eBook: 10 Analytical Techniques to Improve Business Processes

eBook: 10 Analytical Techniques to Improve Business Processes

Organisations invest a lot of time and effort in mapping business processes, however rarely is process analysis approached with the same rigor.

Optimum business improvement is a product of process analysis, not of process mapping alone.

Download this eBook from PRIME BPM to learn the 10 key analytical techniques to achieve all your business improvement goals. To learn more about PRIME BPM, click here