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25-27 July, 2017 | Swissotel, Sydney, Australia

Media Center

Presentations

Achieving Customer Centricity & Loyalty through Operational Excellence

In this presentation from PEX Week Australia 2016, Melissa Studman, Head of Operations at Australia Post, explores:

  • Illustrating the complexity, problem areas, unnecessary loops and redundancies in the organisation processes
  • Comparing and contrasting the actual versus the ideal flow of a process to identify improvement
  • Agreeing on the steps of the process and examining each impact on process performance
  • Identifying locations where additional data can be collected and investigated

Examining Customer-Centric Approaches to Improve Service Delivery

In this presentation from PEX Week 2016, Oscar Lira, Business Process Excellence Manager Woolworths, explores:

  • Creating a culture that values the customer first
  • Identifying the gaps in the customer service delivery within your organisation
  • Challenging staff to produce excellent customer service outcomes to achieve loyalty

Expert Case Study - World Class Staff need World Class Leaders to Achieve Astounding Results

In this presentation from PEX Week Australia 2016, Nina Muhleisen, Head of Franchise Model- Global Payments and Cash Operations, ANZ, explores:

  • Transforming your organisation with world-class leaders
  • Aligning all staff to a central goal of achieving operational excellence
  • Utilising your current staff’s strengths to increase productivity & efficiency
  • Benchmarking your process capability results with other organisations

Exclusive Content

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.

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

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

For the 4th year running, we surveyed over 80 business improvement professionals from a cross-section of industries across Australia ahead of Operational Excellence Week 2017, to uncover the major challenges, trends and opportunities for productivity gains in Australian business improvement now and in the coming months.
This report explores three main drivers influencing the way Australian businesses are approaching OpEX, including:
  • The Customer
  • Technology
  • Innovation

Award Nomination Forms

OPEX Excellence Awards 2017 Application Form: Customer Centricity and Experience

Category: Customer Centricity and Experience

How process and service design has enabled a more customer centric service and improved CX

Fast Track your Attendance

Operational Excellence Week 2017 Registration Form

Want to fast track your registration to Operational Excellence Week 2017? It's easy - just download, fill out this form and send it to registration@iqpc.com.au

Videos

Driving Cultural Change & Building Continuous Improvement at IAG

In this video interview, Robert Wallister, Senior Manager; Process Optimisation and Business Management at IAG Digital Labs, explores:
  • Building an effective continuous improvement culture
  • Driving sustainable results over time and embed continuous improvement into the organisation
  • Learning the effects of CI on a business model
  • Discussing what makes a good culture within an organisation

Keeping Processes Consistent Between Different Regions and Across the Business at Lendlease

In this video interview, Mark Griep Head of Business Process Management, Lendlease explores:
  • Considerations for dealing with global processes
  • Practical steps for creating consistent processes
  • Learning from our implementation of process consistency across organisations and its impacts
  • Discussing the pitfalls of (in)consistent processes

Interviews

Interview Transcript: Driving Cultural Change & Building Continuous Improvement at IAG

In this video interview, Robert Wallister, Senior Manager; Process Optimisation and Business Management at IAG Digital Labs, explores:
  • Building an effective continuous improvement culture
  • Driving sustainable results over time and embed continuous improvement into the organisation
  • Learning the effects of CI on a business model
  • Discussing what makes a good culture within an organisation