Process Excellence Week Europe

NEW AFFORDABLE
Introducing the European addition to IQPC's global series INDUSTRY RATES:
Book before the

PROCESS TO 17 December
for only
£499
4th – 8th April 2011 • London UK PERFORMANCE
The ultimate transformation framework for next EXPAND YOUR HORIZONS WITH
generation businesses: Fusing process, people and REVOLUTIONARY INSIGHTS
FROM 2011 KEYNOTES:
technology for optimal performance THE FUTURIST
James Bellini, Futurologist & Author,
‘The Bull**** factor’
Join IQPC’s world renowned Process Excellence Series to Exclusive to Process
shift your process improvement approach to a true Excellence Week: THE VISIONARY
performance delivery framework. Steve Towers, CEO & Founder,
Corporate Leaders Boardroom: BP Group
Through focusing on 4 critical building blocks to Performance Improvement to NEW
Executive & exclusive knowledge
change this revolutionary agenda will help you deliver a seamless approach to
share. Request your invite today to join THE ATTITUDE ADJUSTER
Performance and Business Transformation:
the most senior leaders in the Business
Process Excellence network Michelle Ray, Workplace Relationships
✔ PEOPLE & CHANGE: Create sustainable change across your organisation & Personal Leadership Expert
through critical engagement, motivation, leadership, governance and
performance management strategies NEW Introducing IQPC’s brand new
‘Brain Share’ and ‘Process THE COMMUNICATOR
✔ PROCESS MANAGEMENT METHODOLOGIES & APPROACHES: Accelerate Excellence Week’ clinic sessions designed Charles Faulker, Co-author, NLP: The
returns and maximise the effectiveness of your current Process Improvement to optimise interaction, practical problem
approaches through combining the powers of Lean, Six Sigma & BPM
New Technology of Achievement,
solving and tackle your biggest
performance challenges
Author, Creating Irresistible Influence
✔ SYSTEMS & INFRASTRUCTURE: Embed an end-to-end organisational, process
and technology framework that will enable your business to meet and exceed THE PERFORMANCE LEADER
delivery expectations in competitive market NEW Position yourself as an industry
leader with new 2011 awards Jim Steele, Performance Coach &
✔ PERFORMANCE & STRATEGY: Deliver maximum value to the customer and categories covering BPM, BPO and Lean International Speaker
drive a vision for profit through cascading top level business strategy in to Transformation
every day operational improvements Plus CXO and executive representation from: Heinz,
General Motors, Bank of America, DHL, Unicredit,
and Severn Trent - see inside for more details!
Process Excellence Week is brought to you by: In conjunction with:

WEBSITE: www.processexcellencelondon.co.uk • TEL: +44 207 368 9300 • EMAIL: Enquire@iqpc.co.uk

PAVING THE WAY FOR GROUND BREAKING PERFORMANCE EXCELLENCE NEW AFFORDABLE
INDUSTRY RATES!
IQPC is proud to welcome you to the European edition of the world renowned Process Excellence Week series.
With the aim of accelerating and fostering the evolution of Business Process Excellence thinking around the globe, With early booking prices starting from as
little as £499 and up to 50% off for
Process Excellence Week Europe paves the way for a holistic and results driven approach to performance and
team attendance, make sure you sign
value creation.
up to avoid disappointment!
With competition for market share and profit still front of mind, it’s all about moving from thinking around process Take a look at the back page for more
to performance in order to hit the critical change and transformation targets your organisation needs as it moves into information or email team@iqpc.co.uk
2011. With this principle aim for learning and knowledge share in mind the agenda across is constructed to ensure
that you can discover new inspiration across each of the critical building blocks to performance shown below.
GET UP TO DATE ON THE NEXT
GENERATION OF BUSINESS
PROCESS MANAGEMENT PEOPLE & CHANGE PROCESS EXCELLENCE WITH
METHODOLOGIES & APPROACHES
PROFITABILITY
INSIGHTS FROM:
& VALUE • Barclays
CREATION
SYSTEMS & INFRASTRUCTURE PERFORMANCE & STRATEGY
• Severn Trent
• General Motors
• Shell
• Unicredit
Not only does that mean that for the first time the you’ll go back to the office with fresh ideas and tested solutions • EFQM
across each critical area of change, but that you can tailor your personal agenda to focus on your current • American Express
programme development points. It’s easy! All you need to do it look through the agenda enclosed and pick the • Essent
most relevant sessions from each critical building using the key building block colour codes. • NAB
• Heinz
Plus, but don’t miss exclusive Process Excellence Week Leadership insights from: • Cable & Wireless
✔ The latest CXO insights on the evolutions on Business Process Excellence thinking: Forrester Research • Forrester Research
lead debate on the evolving role of the Chief Process Officer • GE Capital
✔ The return of the EMEA Process Improvement Visionary Council: This year GE Capital, Lloyds Register, • Lloyds Register
Deutsche Post DHL, Barclays Capital and BNP Paribas set the tone for the year ahead • BNP Paribas
• BskyB
The next year is set to be where the true innovators and high performers emerge stronger than ever within the • Bank of America
still challenging business climate, doing nothing is simply not an option. Wherever you are along the journey • Carphone Warehouse
towards excellence, I urge you to join us on this evolution towards Performance Excellence – it’s the chance to • Barclays Capital
challenge your assumptions, reposition your current process excellence approach for success and most importantly • npower Retail
benchmark against some of the most active and leading industry leaders in the field. • BAE Systems
• Alstom Power Thermal Services
See you in April! • Deutsche Post DHL
Megan James, Executive Director, Process Excellence Week Global Series • Legal & General

WEBSITE: www.processexcellencelondon.co.uk • TEL: +44 207 368 9300 • EMAIL: Enquire@iqpc.co.uk 2

BE INSPIRED BY THOUGHT LEADERS
Expand your horizons to deliver radical change! Bringing you fresh perspectives and thinking from outside of the Process Excellence industry to reshare your
traditional thinking and inspire innovation.

THE MOTIVATIONAL LEADER
A message from Michelle...
“NOW is the time to invest in educating, inspiring and engaging your workforce. In spite of the
MICHELLE RAY, “The Attitude Adjuster” economic challenges we face, the future or our organizations will continue to depend on great
On a mission to help you tap into your ability to influence others and create positive outcomes for leadership that is able to provide support and commitment to building a diverse, dynamic and
all Michelle will focus on the power of personal leadership and drill down into your employee’s collaborative atmosphere where people can thrive. Whatever your job title may be, my mission is to
underpinning motivations; Why we leave and why we stay - How to build outstanding, collaborative help you tap into your ability to influence others and create positive outcomes for all. I look forward
multigenerational workplace relationships. to the opportunity to work with you.”

THE CHANGE AND COMMUNICATION LEADER
CHARLES FAULKER, CO-AUTHOR, NLP: THE NEW TECHNOLOGY
author of NLP: The New Technology of Achievement, Success Mastery, and the DVD NLP in Action,
OF ACHIEVEMENT, AUTHOR, CREATING IRRESISTIBLE INFLUENCE
and the author of Metaphors of Identity, and Creating Irresistible Influence. Featured in The New
Working with leaders and executives from the Silicon Valley to the City of London modelling the Market Wizards and other publications for his work with traders and high-stakes decision-makes
knowledge and performance of exceptional individuals, teams and organizations, he is the co- Charles will inspire you to influence change and truly turn around your PI program

THE BUSINESS FUTURIST

JAMES BELLINI, Futurologist & Author, ‘The Bull**** factor’ Money Programme, Newsnight and Panorama and then to independent television as presenter, writer
and narrator of a wide range of award-winning documentary series, current affairs programmes and
Dr James Bellini is a leading futurologist and author with a considerable reputation as a thought- environmental reports. Accolades include the Shell Cawston Prize, the Golden Nymph Prize and the
provoking speaker and moderator at top-level management conferences and business schools around Prince Rainier III Prize at the Monte Carlo International TV Festival and a UN award for the twelve-part
the world. James has spent more than twenty-five years as a respected TV broadcaster, futures analyst series The Nuclear Age. For seven years he was a studio presenter with Financial Times Television and
and writer with a strong focus on social, economic and technological trends up to Horizon 2025. Sky News. James has written many books and special reports and is a regular contributor to leading
publications. He has also held senior executive positions in advertising and corporate communications
After an early academic career James joined the US-headquartered futurology ‘think tank’, the and served on the European Advisory Board of the global future forum. He is a member of the British
Hudson Institute, as its first British member. He subsequently moved to the BBC to present The Academy of Film and Television Arts.

THE PERFORMANCE SPECIALIST

Jim Steele One of the most charismatic engaging speakers in the Fascinated by the nature of performance Jim has spent much of the last 20 years working with
highly successful individuals, teams and organisations from the private, public sectors and the world
business world today.
of professional sports. Join Jim as he explains certain cutting edge performance strategies and
Addressing organisations throughout Europe, Asia, North America and in the US, Jim has the offers delegates the necessary tools to apply these methods in any area of their life.
proven track record to deliver material that motivates, educates, inspires and entertains - and the
ability to engage an audience that is unsurpassed in the industry. He's also funny… very funny!

THE VISONARY
Steve Towers, Founder & CEO, BP Group – celebrating 18 years of network for Business Process Management & Performance professionals. Now in 118 countries with
Outside-In Thinking membership of 40,000+. The BP Group has offices in London, Houston, Bangalore & Sydney.
A noted leader, Steve works as a mentor, coach and consultant and has helped pioneer through
With over 30 years of hands-on experience, Steve is one of industry's noted experts in Advanced
research and ‘hands-on’ exposure to the world’s leading companies the evolution to Advanced BPM
Business Process Management (BPM) and Performance Transformation. He heads the Research &
aka 'Outside-In '. Recently recognised as a global thought leader in ‘Outside-In’ Steve continues to
Professional Services network within the BP Group.
evolve process thinking towards a customer centric view of business.
As a co-founder of www.bpgroup.org in 1992 Steve developed the world’s first and premier


NOT JUST YOUR AVERGE CONFERENCE:
A NEW AND UNIQUE LEARNING, NETWORKING AND KNOWLEDGE SHARE
You spoke and we listened. At IQPC we know that 10 years honest knowledge share (and not the corporate spin on
ago a standard power point presentation was expected and things) and most importantly you want to be able to walk
met with your learning needs. However times have changed away with tangible business improvement strategies and not
and what was fit for yesterday is not within today’s changing just fluffy concepts that will directly boost the results for your
business environment. performance and change program over the next 12 months.
With time and budget increasingly scarce you need to know That’s why the new look Process Excellence Week breaks all
the business value of attending. You need something the will these usual conference rules to bring you a refreshing meeting
deliver increased interactivity (with the right people), more format designed to maximize learning, interaction, training
and benchmarking. And here's how...

PROCESS EXCELLENCE WEEK BRAIN SHARES PROCESS EXCELLENCE WEEK CLINICS
Situated in the newly interactive networking and solutions hall, brain share Addressing some of the industry’s most stubborn and long running
sessions are designed to bring together attendees with one common challenges the Process Excellence Week clinic sessions are an interactive
interest and most importantly a desire to share experiences. Designed to group designed to collaboratively shortlist and explore potential solutions.
harness the experiences and knowledge of a group, brain shares are for a maximum of Led by experienced moderators that have already taken steps to tackle these
15 professionals with onsite booking available, and moderated by a qualified industry challenges you will first brainstorm options from the knowledge in the room, discuss
professional to ensure quality of knowledge share. Themes across the two days are and then shortlist which approaches will provide the best and quick results within your
open to suggestions from attendees in advance with proposed sessions covering: business environment. Perfect for both benchmarking your current approach or for
• Training and development strategies those of you that are simply looking for quick fix solutions.
• The latest technology solutions to enable performance
• Business Process Excellence in content: How global trends and evolutions are LIVE PRODUCT DEMONSTRATIONS
effecting you as a process and performance professional
Stop by the live product and technology show case space in the new and
interactive networking and solutions hall to get an in-depth look into the
QUESTION TIME
capabilities of the most advanced process excellence and performance
Your chance to get face-to-face with some of the industry’s leading products on the market. The perfect opportunity for you to shortlist potential
professionals and find out what makes their performance program tick. purchases for the coming year, see the latest application updates and get to grips with
Moving away from the traditional power point presentation, ‘Question the true product capability and functionality. Sessions run for 20 minutes each
Time’ sessions will be run for half the session in an interview format and then open for throughout the week – demonstration schedules will be posted onsite.
questions from you the audience. It’s your chance to cut through the corporate speak
and find out more about their biggest successes and learn from their experience. STRUCTURED NETWORKING
More opportunities than ever before to meet and expand your network
INTERACTIVE AND EXTENDED WORKING GROUPS
across process and performance excellence with structured networking
Want a more hands on and interactive learning experience. Then the opportunities spread through the week:
extended working groups spread throughout the 3 core days are your • Themed lunch table discussions
opportunity learn and take home some of the latest approaches to process • Live community benchmarking and assessment exercise
management and performance excellence. Select from a choice of 3 hour working • Designated networking zones for peer to peer industry networking
groups on the 4th and 2 hours sessions on the 5th and 6th to build your own unique • Plus don’t forget to join the Process Excellence Awards gala dinner and evening
learning program. You're guaranteed to take home practical approaches and networking (registration essential upon booking)
applications to revolutionize your program from the minute you are back in the office.


A BRAND NEW AND INTERACTIVE
NETWORKING AND SOLUTIONS HALL FOR AT A GLANCE
BUSINESS PROCESS EXCELLENCE
Free Solutions Hall and networking passes now available for local businesses –
sign up today on www.ProcessExcellenceLondon.co.uk Day 1 • Choice of Summit workshops
• Structured benchmarking
This year the newly named Process Excellence Week solutions hall is designed to be your
one stop shop for networking and solutions assessment. With complimentary passes
• Process Excellence Awards Judging Day
available for anyone to attend just the solutions hall – 5th - 6th April – local leaders and • Process Excellence Week Networking Extravaganza
process owners can now stay up to date with the latest trends and products.

The perfect place to build and refresh your Business Process Excellence &
Transformation Network:
• The chance to meet and share transformation and change strategies with 300+
Day 2 • Keynote Plenaries
Business Improvement and Transformation professionals from across Europe. • Themed content tracks
With over 60,000 online member of Six Sigma & Process Excellence IQ and half of those
based in Europe, there’s guaranteed to be a big buzz onsite and it’s the perfect place to • Open access to public for the Process Excellence Week Solutions Hall
arrange a meeting with some of your new found online contacts! • Product and technology demonstrations in Process Excellence Week
Solutions Hall
• VIP networking space: If you’re a senior executive or corporate change leader, take • Brain Share sessions
the chance to sit back and converse in the quiet networking space by applying for
entrance into the exclusive solutions hall VIP area. • Process Excellence Awards and Gala Dinner

• Structured networking opportunities: Watch out for the chance to take part in a
number of structured networking events run throughout the 3 days of the solutions
hall. Everything from live maturity assessments, themed discussions groups, networking
by industry and maturity, make sure you look at the onsite schedule to not miss out.
Day 3 • Keynote Plenaries
Explore the latest range of innovative solutions to help drive your Business
Improvement & Transformation Program to the next level – all in one place! • Themes content tracks continued
1. Access to over 25 leading first rate solutions providers: 2011’s solutions hall will • ‘Business Process Excellence in context’ Brain Shares
be clearly marked and sign posted with relevant solutions, making it even more easy to • Open access to public for the Process Excellence Week
pin point which solutions are relevant for the next progression in your Business process Solutions Hall
Excellence initiative.
• Product and technology demonstrations in Process Excellence Week
2. Look outside the Lean Six Sigma & BPM box to solutions that will take your Solutions Hall
program to new heights: Delve into innovation, customer experience, performance,
change management and automation solutions that go past the Process Excellence
basics to drive increased ROI and sustainable change programs Day 4 & 5 • Certification course: CPP certification level 1-2 with the BP Group.org
3. 10+ innovative technology demonstrations: Want to see the hottest technology
and solutions on the block? Then make sure you take time out to see some of the
2011 solutions demonstrations – everything from the latest statistical software
upgrades, e-learning solutions to process mapping software it’s your chance to try
before you buy


How to navigate the agenda
Covering the critical building block to performance excellence and transformation, participants can now select the content most relevant to their
personal and business development by using the agenda content key code. Just match the content themes below with the coded session on the agenda
to make sure you take away what you need from your time onsite.

PERFORMANCE BUILDING BLOCK 1 PERFORMANCE BUILDING BLOCK 3
Process management methodologies and approaches People & change
PERFORMANCE BUILDING BLOCK 2 PERFORMANCE BUILDING BLOCK 4
Infrastructure & Systems Performance & Strategy

WORKSHOPS & NETWORKING DAY 1: Monday 4th April 2011
8.30 Coffee & Registration

9.30 WORKSHOP A WORKSHOP B WORKSHOP C
Why we leave, why we stay…How to build How to effectively integrate your balanced scorecard ALL DAY WORKSHOP OPTION
outstanding, collaborative multigenerational with your lean six sigma initiative to drive execution Topgrading™: How to hire and coach high
workplace relationships Are you looking for ways to ensure your business strategies are not performance teams
The notion of having one job and having it for life does not hold just planned, but cascaded and executed effectively? Join Paul
Jack Welch, author of Winning and former Chairman,
any appeal for the new generation of workers. Those days are gone Docherty, CEO of i-nexus and leading expert on the emerging
General Electric
forever and unless organisations are willing to invest in their people business discipline of Business Execution as he shares how leading
emotionally and financially, the best and brightest will unashamedly organisations are transforming their Balanced Scorecard from a “Topgrading helped us develop the tools to differentiate talent at GE.”
seek opportunities elsewhere, leaving you scrambling to replace measurement to an execution system by systematically integrating
10 years ago that McKinseys produced their famous paper on “War
them. In this context, employers must be willing to rethink existing Balanced Scorecards and Lean Six Sigma.
for Talent” that had organisations sitting up and for the first time
hiring, mentoring and training practices and let go of old ideas that
wondering how and what they should do. Subsequently Bain’s
shaped the traditional organisational structures. In this fun and Featuring case studies from leading organisations, this workshop
research followed over a thousand organisations concluding that
informative presentation, participants learn how to adjust attitudes will provide practical guidance to both Lean Six Sigma practitioners
share price construction had in the last 10 years changed from being
regarding the secret to motivating and retaining our workforce to who are trying to align their programs with business goals and to
80% on tangible assets to 80% on intangible assets – that is people!
create outstanding intergenerational workplaces. Developing an senior executives who are trying to utilise Lean Six Sigma to drive
unbiased viewpoint and flexible approach, coupled with exceptional execution of their strategic objectives. Drawing on over a decade of However, surveys by the CIPD out earlier this year show that whilst
interpersonal skills and specific methods to keep all team members experience working with over 100 global organisations, Paul will 50% of organisations are undertaking talent management activities
engaged, productive and satisfied. These are prerequisites for share the critical role of Hoshin Planning in linking the Balanced only 35% have a formal strategy and only 20% a formal definition. So
leadership success in managing our human capital. Scorecard with Lean Six Sigma and lessons that have been learned the question remains, what are you doing to ensure you organisation
Learning objectives and benefits of attending for managers: about how to get senior leaders engaged in driving the process. is equipped for change by securing and retaining A-grade talent?
• Understand the “push” and “pull” factors regarding employees’

decisions to stay or leave Paul Docherty, CEO, i-nexus In this 2 part day workshop you will have the opportunity to work
• Learn how to apply positive communication and influence to give through a case study and understand the key processes and tools
support and motivation to all team members; regardless of age, for Topgrading - a proven methodology for hiring and retaining A
culture and attitudes Players. Over 30 years of research and over 65,000 assessment
• Practice the language of leadership to use when giving feedback interviews, Topgrading has consistently proven to be the most
to different generations reliable process and methodology to identify, recruit, deploy,
• Learn how to create a work environment that fosters retention by develop and retain high performers.
encouraging creativity, participation in decision – making, Attendees of the workshop will discover how to:
brainstorming and problem solving • Identify an A Player - someone who has a 90% chance of


DAY 1...continued
• Experience a hands–on opportunity to practice the power of achieving a set of outcomes that only the top 10% of people
positive connection with all generations could achieve
• Understand the true cost of “mis-hires” to your team or business
Michelle Ray, Workplace Relationships & Personal • Build a scorecard for Topgrading
Leadership Expert • Create a ROI and payback model
• Employ virtual benchmarking

No matter how good the theory or the process, people are critical for
execution and results. Topgrading will be the key tool in your kitbag.

Christina Pritchard, Founding Director, Meta-Lucid

12.30 Lunch & Networking

1.30 Benchmark your way to success – structured networking exercise
This unique benchmarking session is designed to help you:
• Assess your current programme strengths and relative weaknesses

• Highlight specific areas for programme improvement

• Match you weaknesses with another strengths through structured roundtables based on key maturity model criteria

• Earmark which session over the next 2 days will be most relevant for your individual and organisation development strategies

2.30 WORKSHOP D WORKSHOP E WORKSHOP C continued
Creating a successful Customer Outcome with The agile enterprise: Balancing Innovation and Process Topgrading™: How to hire and coach high
Outside-In Thinking Management performance teams
In this session Steve Towers, renowned Business Process leader and There has been much discussion in the press about the innovation crisis and
founder of the BP Group will walk through a successful tried and how traditional process improvement approaches are suffocating the Session continued from morning session.
tested model for radically increased Customer Experience. current innovation culture phenomenon. With the proper understanding
Based on CEM & BPM principles participants will learn how to shift and tools it IS possible for process management and Innovation to work
from an 'inside-out' to customer centric 'outside-in' operational together in a process oriented environment. In this workshop, Dr. Samuel
model for increased competitiveness in today’s marketplace. will discuss how to tackle the current controversy surrounding discipline
and imagination, and will demonstrate how to simultaneously integrate the
You will gain a background and understanding to outside-in process excellence disciplines with creativity to meet the challenges of
thinking: tomorrow. In this workshop you will:
• The misalignments in today’s companies which traditional change • Discover a process based approach to uncover revenue, cost and service

techniques have failed to address improvement opportunities through the understanding and connection
• The opportunities created by thinking about process in the context of Process Improvement and Innovation tools
of the customer • Learn how to execute product, process and business model improvement

• Optimising the business proposition is an alignment to the projects for organic growth
successful customer outcome • Understand how to develop and thrive in an ambidextrous culture for

• The reasons why latest generation techniques can impact efficiency and creativity
revenue, cost and service simultaneously
• The 22 tools that make up the CEMMethod
Dr. Phil Samuel. Chief Innovation Officer. BMGI Corporation
Dr. Phil Samuel is Chief Innovation Officer (CIO) for BMGI, Inc. Phil brings
Steve Towers, CEO & Founder, BP Group more than a decade of experience to his role as CIO, helping clients’ in-
source creativity and increase organic growth potential. Phil’s counsel is
invaluable during the strategy deployment phase of any Lean Six Sigma,
Design, or Innovation initiative, and he has become a
trusted advisor for executives in a variety of industries.

6.00 Process Excellence Week evening networking extravaganza
IQPC’s networking evenings are the perfect chance for you and your team to expand your Process and Performance network in a more relaxed and personal setting. Catch-up and share a drink with those you’ve met
throughout the day, meet those you have not met already and share ideas on the next generation in Business Process Excellence. The evening networking extravaganza is available for those opting into the 1 or 2
networking package – see the pack page for more information on registration.


Keynote Thought Leadership followed
CONFERENCE DAY 2: Tuesday 5th April 2011 by choice of themed content tracks

8.00 Official Opening of Process Excellence Week Solutions Hall 11.45 Bringing together two sides of the executive leadership teams to debate the
Join your peers to witness the grand opening of the 2011 Solution Hall. Open across the 2 days, future of both quality and IT for Business Process Excellence
it’s where you’ll be able to find all the latest Business Process Excellence solutions to help your As the world of business evolves and technology changes the way we interact globally, the
business progress to the next level. Product and case study led presentations will run continuously improvement and transformation roles of the CIO and CQO are evolving with it. Roles such as the
through out the 5th & 6th April in the solutions hall. For a complete schedule or further Chief Process Officer or the Chief Performance Officer are emerging across the globe, fusing the
information on solutions hall only and solutions provider passes visit pre-existing transformation roles in order to drive a more holistic transformation and change
www.ProcessExcellenceLondon.co.uk programme. So what are some of the challenges and opportunities for those currently filling one of

CXO STRATEGY & PERFORMANCE INSIGHTS
the most dynamic and creative roles in a modern company and what will the next generation of
8.50 Chairman’s opening remarks CXOs leading Business Process Excellence look like?

9.00 A glimpse at the Future: The next 50 years and how it will effect you Debate 1: Defining the emerging role of the CPO – Chief Process Officer
• What is the role of the Chief Process Officer? And where does they sit within the business?
Set your sights on the future not the problems of yesterday to ensure that your business is bang up
• What qualities will they need? And what will their priorities be over the next 10 year?
to date and set to excel within the fast growing business climate. So get ready to be inspired and
• How are these type of trends effecting and evolving the traditional Business Process Excellence
expand your horizons around what does performance in the new economy and global business
FUTURIST OPENING

climate look like? roles of the CQO and the CIO? How are these moving into the Chief Process Officer role?
• What does the business world of tomorrow look like? What are the global business, social and
Debate 2: The CQO perspective: How is the role of the CQO changing in line with these trends?
ADDRESS

consumer trends that need to be on your radar? • What key industry trends and movements do CQOs need to be aware of? And how are these
• Set your sights on the necessary evolutions: How will these global trends and changes in the way

that we do business effect the way that you approach performance and change programs? changing the role of quality management in line with changing business strategies?
• Evaluating the shift between productivity and quality as key business fundamentals
• The leaders: Analyzing the global leaders and what they did to become head of the pack. What
• How can CQOs evolve their quality programmes to ensure they are delivering a competitive edge
are the lessons we can take back to our own business?
• Corporate culture and performance: A look at corporate psychology and why organisations act and innovation?
the way they do. Is your corporate culture set up for high performance? Debate 3: The evolving role of the CIO
• What are some of the challenges and opportunities for those currently filling one of the most
James Bellini, Futurologist & Author, ‘The Bull**** factor’
dynamic and creative roles in a modern company and what will the next generation of CIOs
look like?
• What qualities will they need? And what will their priorities be over the next 10 years?

• The role of IT in shaping the business of tomorrow
10.00 The Power of Personal Leadership – “Attitude makes the Difference"
• A comparison of the emerging CPO role to the traditional CIO stereotype
We all possess the ability to profoundly impact another person by the manner in which we conduct
MOTIVATIONAL KEYNOTE

ourselves. When we go out in the world with a happier disposition, we impact others positively. By Panel Chair: Connie Moore, Vice President & Research Director, Forrester Research
KICK START YOUR DAY:

our own demeanor, we create an energy force that has the power to change attitudes and change Robert Ottolini, VP Quality, Opel, General Motors
lives. We should never underestimate our own personal power! This highly energized and insightful Shailesh Grover, Global Head of Quality & Continuous Improvement, Barclays
presentation offers a deeper understanding of the power of positive thinking and personal Fabrizio Majorana, CQO, Unicredit
initiative, as well as specific tools to implement when faced with our own “stinkin' thinking”. Matt Fisher, COO, EFQM
Learning objectives and benefits for attendees: Myron Hrycyk, CIO, Severn Trent
• Implement immediate solutions to workplace stress and negativity

• Realign your core personal and professional values to those of your workplace

• Learn how to re-energise attitudes to co-workers and management that brings profound results
1.15 Lunch & Networking in Process Excellence Week Solutions Hall
• Discover how to influence others with outstanding communication skills
• Live product & technology demonstrations
• Master the art of personal leadership in all relationships
• Themed lunch discussion groups
• Private lunch for Corporate Leadership Board
Michelle Ray, Workplace Relationships & Personal Leadership Expert

11.00 Coffee & Networking in Process Excellence Week Solutions Hall
•
Exclusive book signing with James Bellini
•
Plus pick up your free audio CDs from Michelle Ray
•
Live product & technology demonstrations


DRILL DOWN CONTENT PERFORMANCE BUILDING BLOCK 1 PERFORMANCE BUILDING BLOCK 3 BRAIN SHARE SESSIONS
SESSIONS – SELECT YOUR Process management methodologies and approaches People & change (Based in Solutions Hall)
PREFRED SESSIONS VIA THE PERFORMANCE BUILDING BLOCK 2 PERFORMANCE BUILDING BLOCK 4 Roundtable places will be limited to 10 per table.
Attendees may select one and register upon
COLOUR CODED CONTENT Infrastructure & Systems Performance & Strategy
registration onsite in the morning to secure a space.

2.15 EXTENDED SESSION FOR Defining a BPM and performance EXTENDED SESSION FOR GLOBAL TRAINING APPROACHES
INCREASED INTERACTION delivery framework: Forging a value-add INCREASED INTERACTION FOR PROCESS IMPROVEMENT
relationship between IT & the Business
Organisational Excellence: Joining the This session will bring together the two How can you introduce meaningful BRAIN SHARE OPTION 1: Training and
dots between leaders, people, process perspectives (IT & the business) to define strategies revenue and margin improvement into a certification
and sustainable performance for a holistic approach to successful business company that has already been • Certification standards: A comparison of global
Defining what your Management System looks like transformation and improvement. "optimised" many times over? standards and alternative models
• How do you translate Process Excellence, MDM,
is one of the most important decisions you’ll make Does the following scenario strike a chord? As • Introducing professional qualifications: Is there
when launching or evolving your programme. But SOA, BPMS into a language that can be with many companies, the recent recession has another credible option to belts?
with advocates for so many different improvement understood by the business and executed to forced you to cut back costs. You may have already • Options for building a sustainable, credible and
approaches, tools and frameworks out there how benefit customers and shareholders? taken "the low hanging fruit" in terms of the most self supporting training and certification
• If you can’t bring your organisation to a standstill
do you know which one will deliver the results you obvious cost cutting initiatives. You have also hired programme
need? And how can you fit them all together to to sequentially progress through the phases of the best consulting companies to help expedite • Ensuring that tools and learnings are used post
deliver a cohesive and coordinated approach? process maturity, how do you manage concurrent your business recovery. However, despite all efforts, training, back in the business as usual
initiatives in all phases of the maturity model? business is still slow. The economic environment,
• Bringing the different business improvement Gary Adams, Continuous Improvement Team
In this session hear the stories, successes and whilst not expected to enter another double-dip, Lead (South). Transformation & Business
lessons learned in 3 very different performance methodologies and critical approaches under one remains stagnant. Design, npower retail
improvement programs. This is your chance to roof: Piecing BPMS, Enterprise Architecture, Lean Six • What do you do next when you can’t just keep

understand their decisions, how their programme Sigma and Agile together to deliver on one strategy removing more cost? BRAINSHARE OPTIONS 2: e-learning:
has evolved over time and ask any questions you and coherent problem solving methodology • How do you start generating improved revenues

• Managing both sides of the relationship for
• A comparison of different online e-learning options
have to those who have already done it. again and quickly? • Differentiating between credible online learning
optimal performance results: Bringing together
Discussion hosted by: John Corr, President, BP Group options
the business leaders with IT
Matt Fisher, COO, EFQM • Creating a BPMS platform for business process
• Hybrid learning approaches: Deciding the right
balance between online and classroom
visibility and control: What does the journey look like?
Mark Zirbser, Head of Process Excellence,
Cable & Wireless Communications
Panel to include:
3.05 Ian McKay, Head of Quality Assurance & New deployments – is there a one size PERFORMANCE MANAGEMENT
Business Excellence CS&S MASS, BAE fits all approach to getting your business
SYSTEMS PLC process management programme off the BRAIN SHARE OPTION 1: Performance
ground? Management: The people perspective
Started by brief snap shots of both deployments, • Engaging the business leaders in critical
and then followed by an open Q&A this is the performance management
chance of the year for those of you at the • Increasing the sustainability of performance
beginning of a deployment to: improvements
• Set your approach and execution strategy for • Creating mindsets and behaviours that stick
Business Process Excellence • Creating performance through increasing
• Define what model will work best and deliver organisational skills
quickest results for your business
• Learn from the lessons learnt and stumbling BRAINSHARE OPTIONS 2: Leveraging
blocks of those that have gone before and over Performance Management technology and
come the obstacles tracking suites
• Hear from a successful award winning start-up • How can Performance Management technology
business process excellence deployment and their help to monitor and track the performance of
secrets to success change and transformation programmes?
•
What technology options and functionality are
Ian Dobie, Head of Business Improvement, there for me to choose from?
Legal & General • How to get the most out of the additions of a
Performance Management suite


3.55 Networking in Process Excellence DRILL DOWN CONTENT PERFORMANCE BUILDING BLOCK 1 PERFORMANCE BUILDING BLOCK 3
Week Solutions Hall SESSIONS – SELECT YOUR Process management methodologies and approaches People & change
• Process Excellence Week prize draw and PREFRED SESSIONS VIA THE PERFORMANCE BUILDING BLOCK 2 PERFORMANCE BUILDING BLOCK 4
competition COLOUR CODED CONTENT Infrastructure & Systems Performance & Strategy

EXTENDED SESSION FOR PROCESS EXCELLENCE Optimizing causes of work & decision
WEEK CLINIC points BRAIN SHARE SESSIONS
INCREASED INTERACTION (Based in Solutions Hall)
In this session attendees will be taught key business
process management tools to help reduce critical
4.25 Managing yourself through change: Cascading strategy to operational reality: workload and increase successful customer
Making it come to life TECHNOLOGY FUTURES
Creating the mindset of adaptability and outcomes: Join focused discussion groups around the practical
peak performance Discover how to more effectively capture and cement • Discover a practical framework for mapping your
strategic goals to form the foundations for your business application and ROI on some of the latest
We are well and truly in the knowledge economy, businesses customer interactions evolutions in the BPM space.
where effective learning and adaptability are the change and transformation initiatives. Through looking • Breakpoints: Pin pointing your key process

key characteristics of high performers. Knowledge at strategic planning and the concept of Hoshin Planning breakpoints and minimising point of failure from BRAINSHARE TO INCLUDE:
workers now need a very different outlook and set discuss practical strategies to turn business vision into a the customers perspective • Cloud based BPM

of tools to get outcomes in teams, business units reality. • Moments of truth: How to match key customer
• Open source BPM solutions
• Setting the strategy: Creating a definite vision,
or organisations. interactions back to your critical causes of work • Applications for Business Intelligence
prioritising actions and setting clear course to get there • Business Rules: Re-working your business rules for
• Content & data management
This session is designed to help people with one of • Linking daily activities and processes into the wider
optimal successful customer outcomes • Enterprise architecture & agility
the biggest challenges faced in business today – company strategies for meaningful results • Optimising decision points to minimise causes of
managing and thriving around change. This 90 • How do your measure success? Feeding strategic
work and potential points of failure throughout Each attendee will spend 20 minutes with each
minute interactive learning experience will be a planning points into key KPIs and governance your business processes roundtable leader and cover all technology areas
dynamic mix of theory, practical exercises and processes at all levels of management throughout the
simple but effective tools designed to transform organisation Charles Bennett, SVP Delivery, BP Group
your beliefs and behaviours and get you to an • Creating measurable milestones and daily activities for

optimum frame of mind and adaptability. Like these sessions – then attend
improvement programmes that are truly working
the CPP course in more detail
towards a shared vision and goal for business
Through a series of activities and analogies designed for the full qualification
excellence
to engage, challenge and entertain, this session will • Create accountability at all levels within the business

help you address the following questions: for achieving the shared vision
• What determines exceptional performance when

faced with demanding and challenging Peter Henderson, SVP, Head of CA Strategies &
environments? Change Management, Bank of America
• How do we manage the complexity of driving
5.15
change whilst at the same time executing on Turning customer centric – the process of Creating an ambidextrous organisation:
tactics? customer value creation Stealing a page from the innovators’ playbook
• Why do people do the things they do and how
• Creating a customer architecture for moments of Every organisation is on a quest to improve its
can we/they change to suit the current demands truth: How to understand what the customer performance in three key business activities:
within the business? really wants, and then re-orientating your internal • Improve the performance of current business

processes and metrics to match • Create a profitable future for the organization

Uncover hidden performance and discover how to:
• Understanding and mapping the customer • Selectively abandon the past.

• Access your potential by managing your ‘frame journey, to truly understand what the customer Whilst traditional process excellence has focused on
of mind’ experiences improvement, innovation focuses on doing things
• Identify strategies for dealing with rapid change
• Performance measurement: Linking traditional differently and then abandoning the past.
• Create the energy to perform under pressure and lagging customer satisfaction metrics to leading
deal effectively with new challenges, obstacles indicators for a more pro-active approach to Discover how you can steal a page from the
and setbacks business process excellence Innovators’ Playbook to simultaneously manage the
• Challenge and change habitual behaviours and
• Driving effective ownership and business planning Yin and Yang nature of efficiency and creativity:
make more ‘useful’ choices, specifically, when to drive the right changes at the right time to • Creating a process based approach to innovation

under pressure. deliver maximum customer and business benefit • Understanding which companies that can truly be

• Impact the beliefs of clients and colleagues by called ambidextrous organisations
Paul Lawrence, Head of Customer • Develop an ambidextrous culture for efficiency
understanding and utilising ‘components of Architecture & Process Improvement,
influence’? BskyB and creativity within your organisation
• How to leverage innovation approaches for next

Jim Steele, Performance Coach & generation Process Excellence
International Speaker
Dr. Phil Samuel, Chief Innovation
Officer, BMGI Corporation


DAY 2...continued
6.00 End of Day

7.00 Pre-awards drinks reception and networking

7.30 2011 Process Excellence Awards Ceremony.
Make sure you reserve your place at the community event of the year to celebrate and recognize the top performers for 2011. Process Excellence Awards are now open
for entry and close on the 4th February. For more information surrounding 2011 awards applications visit www.ProcessExcellenceLondon.co.uk

Keynote thought leadership, choice of themed
CONFERENCE DAY 3: Wednesday 6th April 2011 content sessions and Business Process
Excellence in context discussion groups

8.00 Networking Breakfast in Process Excellence Week Solutions Hall And who will become the new leaders?
Join your peers to witness the grand opening of the 2011 Solution Hall. Open across the 2 days, it’s • How does L6S & BPM need to adapt to the recovery economy: Ensuring it’s a driving force for
where you’ll be able to find all the latest Business Process Excellence solutions to help your business positive business change?

EXCLUSIVE TO PROCESS
progress to the next level. Product and case study led presentations will run continuously through • Going beyond cost-cutting to pro-actively drive customer experience and top-line growth

EXCELLENCE WEEK!
out the 5th & 6th April in the solutions hall. For a complete schedule or further information on
Chaired by: Michelle Ray, Workplace Relationships & Personal Leadership Expert
solutions hall only and solutions provider passes visit www.ProcessExcellenceLondon.co.uk
PI Visionary Council representatives
8.45 Chairman’s opening remarks & recap of the awards ceremony Eric Thompson, Process leadership Manager, Shell International
Sandy Lucas, Quality Leader, GE Capital
8.50 Challenging your individual and organizational performance! Emmanuel Decroix, Global Deployment Leader, BNP Paribas – Corporate Investment Banking
Jim Steele is one of the most charismatic presenters in the business world today. Addressing global fortune Estelle Clark, Director Business Assurance, Lloyds Register
500 organisations, Jim has the proven ability to deliver a message that motivates, educates, inspires and Ben Nicholson, Director Operational Excellence, Barclays Capital
entertains. Fascinated by the nature of peak performance, he has spent much of the last decade working Delf Schumann, VP Corporate First Choice Office, Deutsche Post DHL
with highly successful individuals from business and from the world of sport, seeking to understand not
just what makes these people tick, but what makes them tick so much faster, stronger and longer. 10.25 Coffee and networking in Process Excellence Week Solutions Hall
• Interactive benchmarking exercise
CHANGE KEYNOTE

Beginning his career as a life insurance salesman, his early performance was decidedly average. But
PERFORMANCE &

when 'shadowing' one of the company's peak performers he made a discovery that would reshape
• Book signing and follow up with Jim Steele
his whole life. He realised there are definable strategies of mindset and behaviour that that can
propel an average performer towards excellence. He became a tireless reader, gradually piecing
together his own unique take on peak performance, allowing him to achieve a breakthrough in his 11.05 Outside-in: Revolutionary customer thinking strategies for the next generation
own performance, winning many awards including Top UK Salesman – surpassing the company’s of Business Process Management
definition of 'Excellence' by more than 300%. The world's leading companies have come to realise that only when their customers are successful, will
they be successful. In pursuit of their market leadership not only they need to spend time to look inside

CUSTOMER CENTRICITY &
In this fascinating keynote, discover: their business to know how things are getting done but also look outward to get deep understanding
• How you too can reach peak performance and achieve excellence
of their customers. Welcome in the new era of outside-in thinking that is sweeping the globe...

PERFORMANCE
• What turns average performers into excellent performers

• How to apply a structured recipe for peak performance to your organization and truly make a Outside-In can really be summarized in the statement that “the customer experience is the process”.
difference We can no longer just look within our organisational boundaries to create a sustainable competitive
advantage. We have to extend our scope and embrace a broader view of optimising process by
Jim Steele, Performance Coach & International Speaker understanding, managing and developing customer expectations and the associated experience.
Hosted by the world renowned BP Group, this unique panel is your chance to meet and hear the
customer success stories from 3 of the most successful outside-in companies.
• What makes an outside-in thinking company?
9.40 The 2011 Process Improvement Visionary Council • Putting the customer at the heart of everything you do – turning traditional BPM on its head for
Every year Six Sigma & Process Excellence IQ brings together the most industry recognised and
EXCLUSIVE TO PROCESS

talented Lean, Six Sigma & Business Process Excellence leaders to help you map a vision for the future successful customer outcomes
EXCELLENCE WEEK!

of global Business Excellence and performance. Following rave feedback from the inaugural European Steve Towers, Founder & CEO, BP Group – celebrating 18 years of Outside-In
and US panels the PI Visionary Council returns to help you get your priorities straight for 2011. Thinking
•
A reflection on the role of Business Process Improvement in transforming European businesses to
move out of the recession
•
From recession to recovery: How has the landscape changed for the big European multinationals?


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