Day Two: Friday 28th October 2011

08.30 Recap on Day 1 and review from the Chairman

Deniz Isik
Global Lean Consultant
Bosch Siemens Headquarters

FOCUS ON…A CUSTOMER CENTRIC APPROACH

08.45 CASE STUDIES

Championing a truly Customer Orientated Value Chain

As we become more of a global economy, are you becoming more sensitive to tailoring inventory and products to customer demand?

• Product customisaton: eliminating waste by understanding and responding to changing market demands and opportunities
• How do we progress from aligning KPI’s with productivity towards a more customer centric approach?
• Quantifying an outcome: the Net Promoter Score (NPS), heralded as the proverbial ‘magic pill’, is a tool for exploring customer needs and targeting improvement areas, but does the NPS metric really deliver?

09.45 PANEL DISCUSSION with Interactive Q&A

The panelists will discuss and elaborate on themes presented in the preceding sessions and answer questions from the audience

FACILITATED SPEED NETWORKING WITH REFRESHMENTS

10.30 An exciting, quick and easy way to meet fellow conference delegates and industry peers in a structured 45 minute session. These brief meetings will help you initiate valuable conversations that you can build on throughout the conference, to lead to lasting and profitable business relationships.

FOCUS ON…OPTIMISED PROCESS MANAGEMENT for BUSINESS EXCELLENCE

11.15 CASE STUDIES

Excellence in Execution: Contribute to Enterprise-Wide Success by Ingraining Processes in the DNA of all Functions in the Organisation

• Create the link between strategy and the end-to-end processes in your organisation
• Deploy processes top down across the organisation, top level, functional level and individual level
• Improve day-to-day business processes and workforce skills and contribute to overall strategy
• Engage and organise for cross-functional success via continuous improvement

Arjan Gerritsen
Senior Manager Continuous Improvement
Sara Lee International

12.00 Driving business impact through BluePrinting and Lean Principles

• Improve day-to-day business processes and workforce skills and contribute to overall strategy
• Implementing a culture of improvement in a large and complex organisation
• Establishing a cross-functional and cross-national re-engineering team in an organisation, by implementing quick wins and sustainable results
• Understanding core principles for applying Lean Six Sigma and motivating manager: what works and what doesn’t work
• Attitude and Mindset: how to create awareness, grow your team and create a culture of continuous improvement
• Accelerated efficiency: Optimising Sales Activities by utilising a BluePrint approach

Dr. Jürgen Mees
Head of Business Excellence Europe
Deutsche Telekom AG

FOCUS ON…INNOVATION

13.45 ROUNDTABLE DISCUSSION

Building Innovation into your Process Excellence Function

• Engage in expansion projects to capitalise on increased market potential
• Build the business case for installing an innovation platform; instilling a change of mindset throughout the organisation, turning the focus from the recession, towards expansion and growth programmes.
• Accelerate user-driven initiatives to drive enterprise wide growth
• How to translate initiatives into consumer lifestyle to drive customer satisfaction and meet demand
• Leveraging technological innovation on a global scale and managing the complexities: handling cost effective upgrades and adhering to regulatory standards
• Achieving a balance between lean development and entrepreneurial scope
• Deployment best practice: managing simultaneous innovation and fast product development by streamlining the route to market to gain rapid ROI
• Using ethnography to identify new products and services; when to use this methodology and how to actually do it

Led by your Chairman

14.45 Chairman’s Summary and Closing Remarks

15.00 Close of Conference