Su LL l d S
“Approximately 30% to 50% of
                                              the cost in service organisations
Day One Agenda • Tuesday, 26 February 2008
  8.00    Registration and Coffee                                              ...
Day Two Agenda • Wednesday, 27 February 2008
    9.00   Opening Remarks from the Chair                                    ...
Pre and Mid-Conference Executive Tutorials
                     Pre-Conference Executive Tutorials                        ...
                                                                                   FOR SERVICES & TRANSAC...
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  1. 1. Su LL l d S Le Organised By: A an ita ev ix an bl els Sig e o m fo f a r IQPC is proud to present... LEAN & Two-Day Conference: 26 & 27 February 2008 Pre and Mid-Conference Workshops: SIX SIGMA 25, 26 & 27 February 2008 Citigate Central, Sydney Hear Best Practice Case Studies from FOR SERVICES & Leading Lean and Six Sigma Practitioners: TRANSACTIONS Business Improvement Methodologies for Bottom-Line Success Featuring Two CEO Presentations: Peter Fenton, Chris Beer, CEO CEO NEW ZEALAND POST LUXOTTICA Case Studies are from a range of industries such as: • Financial Services • Retail • Hotels • IT • Telecommunications Learn about applying Lean & Six Sigma to many functions including: • Logistics • Human Resources • Call Centres • Payroll • IT • Purchasing The only Lean and Six Sigma conference dedicated to Service and Transaction organisations ...with 10 Financial Services Case Studies! Lunch Sponsor: Exhibitor: Refreshment Sponsor: Supported By: Researched & Developed By: To Register • T (02) 9223 2600 • F (02) 9223 2622 • E •
  2. 2. “Approximately 30% to 50% of the cost in service organisations is caused by costs related to slow speed or performing rework to satisfy customer needs.” (ARMY BUSINESS TRANSFORMATION KNOWLEDGE CENTRE) Dear Colleague, Who will you Are you losing money due to poor customer service, meet and who slow speed or process wastage? should attend? Our research shows that Business Improvement professionals are finding it hard to generate improvement and create value This conference has been researched and developed from process methodologies. Lean and Six Sigma has a track for, Chief Operating Officers, record in manufacturing. Learn how it is being implemented CEOs, CFOs, Six Sigma in Services. Hear from our panel of expert speakers about Champions, Executive Directors, how you can: Department Heads, General Managers, Managers, Master • Improve and standardise your customer service Black Belts and Black Belts • Drive up productivity responsible for: • Reduce costs • Six Sigma • Increase the speed of your operations • Standardise processes across your organisation • Lean • Select the right people for these roles within your organisation • Operations Attend the Lean and Six Sigma for Services and Transactions to gain a full understanding of how to define, implement, standardise and sustain • Quality a business improvement culture in your organisation. • Business Excellence FEATURING 2 KEYNOTE SPEAKERS: • Kevin Fenton, CEO of NEW ZEALAND POST will teach you how to improve • Business Improvement the bottom line of your business using Lean and Six Sigma • Chris Beer, CEO of LUXOTTICA will explain how to get buy-in for Lean and • Operational Excellence Six Sigma from your senior management • Process Management Call +61 2 9223 2600 to register yourself and your team now to invest in your organisation’s future! • Project Management I look forward to meeting you in Sydney in February 2008! • Human Resources Kind Regards, • Call Centres Ellen Gilbert, Conference Director, IQPC Australia FOR SPONSORSHIP AND P S : Do not miss out on lea rning pra ctical skills to a chieve a competitive . EXHIBITION OPPORTUNITIES contact David McCarthy on edge by improving you r business improve ment methodologies at ou r (02) 9229 1058, or email highly intera ctive executive tutorials! To Register • T (02) 9223 2600 • F (02) 9223 2622 • E •
  3. 3. Day One Agenda • Tuesday, 26 February 2008 8.00 Registration and Coffee • Benefit realisation: Measuring the immeasurable • Realising financial benefits 8.30 Opening Remarks from the Chair • Achieving cost avoidance Roger Hilton, Chair, Six Sigma Division AUSTRALIAN ORGANISATION FOR QUALITY- • Identifying the real pain points QUEENSLAND INC (AOQ-QLD) • Measuring the customer experience quantitatively and qualitatively APPLYING LEAN AND SIX SIGMA TO A SERVICE Simon Bodie, Head of Quality and Six Sigma BASED INDUSTRY CITIGROUP 8.40 Sustainability of Six Sigma – Evolution of Six Sigma at Starwood 12.30 Lunch & Solution Spotlight Starwood’s Six Sigma program is unique to the hospitality industry. Since 2001, Six Sigma at Starwood has helped increase its GROWING YOUR OWN INTERNALLY Keynote Speaker financial performance by improving the quality and consistency 1.30 Building Continuous Improvement Focused Capability within of its guests’ experiences as well as those of its internal customers. Your Organisation A network of Green Belts is used to spread innovation across the groups 850 properties in more than 95 countries. • Building and deploying an effective continuous improvement approach that integrates with your business • Maintaining the relevance of your Six Sigma initiative over time • Recruiting and developing high performing “coaches” • Sustaining organisational involvement across the business • Effective continuous improvement activity selection that • Keeping your programs sustainable encourages multi-level participation • Spreading innovation using Six Sigma • Building the capability of your staff to get better value out of • Using Six Sigma to drive your brand your continuous improvement programme Rodney Brack, Regional Director Six Sigma, Pacific Region • Illustrating examples of success (Master Black Belt) Andrew Crowhurst, Head of Path 2 Customer Programme STARWOOD HOTELS TELECOM NEW ZEALAND LTD 9.20 Creating a Productionised Environment in a Service and 2.10 Developing the Skills of Your Black Belts to Ensure Successful Transaction - Based Industry Re-entry to the Business Rio Tinto are successfully deploying Lean across many • Selecting the right people for the Black Belt role functions of the business, HR, Payroll, Purchasing, Logistics, Administration, and Call centres. Learn how it has identified cost • The importance of selecting the right experiences for your based drivers in the services and transactions functions black belts • Applying Lean Six Sigma to an intangible product • Identifying the potential future roles of your Black Belts • Establishing measures that drive improved productivity • Transitioning Black Belts back into the business at 2 years • Identifying the hidden factory Leo Leonardi, ANZ Lean Six Sigma Master Black Belt • Understanding how to achieve your outputs 3M AUSTRALIA • Ensuring steps between hand-off points are seamless 2.50 Increasing the Velocity in Your Six Sigma Program to Achieve Better Results Matthew Lay, Principal Advisor Business Improvement,Technology and Innovation • Rescuing Six Sigma projects that fail RIO TINTO • Planning your project effectively before, during and after to ensure success 10.00 Morning Tea & Solution Spotlight • Taking steps to ensure benefits are realised throughout the IMPLEMENTING LEAN AND SIX SIGMA IN SERVICES project AND TRANSACTIONS • Refining benefit realisation Morgan Jones, Six Sigma Deployment Manager (Master Black Belt) 10.30 Creating a Continuous Improvement Culture NEW ZEALAND POST • Making processes sustainable and standardised • Getting some quick wins 3.30 Afternoon Tea and Time to Network • Linking strategies to projects and finance 4.00 Aligning Six Sigma into Your Organisational Structure: • Identifying what can go wrong Centralised v Decentralised • Working out the value of Six Sigma processes Lean and Six Sigma teams are structured differently in each Dave Curren, Head of Operations and Transformation organisation. Some organisations have a centralised team, ANZ whereas others have a decentralised team with Lean and Six Sigma practitioners in each business unit. 11.10 Implementing the Right Combination of Process Improvement • Identifying the benefits of having a centralised or Tools to Achieve Customer Retention decentralised structure HP recognises the power of a Lean and Six Sigma program that • Deploying Six Sigma in a matrixed environment focuses on the customer, which is why their Lean and Six Sigma Expert Panel Discussion- Facilitated by the Chair program has been sustained for so long. Christine will discuss: • Using VOC (voice of customer) techniques in a service 4.40 Closing Remarks from the Chair environment • Understanding your customers better 4.50 End of Day One • Whether process excellence is the secret weapon to enable 5.30 Executive Tutorial C services to deliver exceptional customer service Christine Hawkins, Manager Total Customer Experience – (MBB) HEWLETT-PACKARD 11.50 MEASURING THE EFFECTIVENESS OF SIX SIGMA Adapting the Metrics of Lean Six Sigma in Manufacturing to “The information gained Services and Transactions The often intangible processes of the financial services industry from other participants can pose a number of issues to the Six Sigma practitioner. These challenges manifest themselves beyond the technical application of tools and techniques and include, building support for has been useful” initiatives, the ability to communicate and realise benefits, David Masters, Master Black Belt, CSC and ultimately the business rationale for the whole Six Sigma program. Simon will discuss: To Register • T (02) 9223 2600 • F (02) 9223 2622 • E •
  4. 4. Day Two Agenda • Wednesday, 27 February 2008 9.00 Opening Remarks from the Chair 3.10 Standardising Six Sigma Competencies Across Australia Roger Hilton, Chair, Six Sigma Division • Identifying minimum competencies to assist both employers AUSTRALIAN ORGANISATION FOR QUALITY- and employees QUEENSLAND INC (AOQ-QLD) • Knowing the competency of your prospective employees BENEFIT REALISATION: ACHIEVING YOUR BUSINESS • Being able to more readily discriminate between the many OBJECTIVES USING SIX SIGMA training providers • Recognising what your Six Sigma practitioners can do for 9.10 Identifying the Business Case of Deploying Lean Six Sigma From your business a CEO’s Perspective • Benchmarking Six Sigma Training Many CEOs are sceptical about deploying Lean and Six Sigma Mario Pennisi, Chairman programs throughout their organisation, as they may see it as a AUSTRALIAN ORGANISATION FOR QUALITY- fad the fail to realise the bottom line benefits. However, if you QUEENSLAND INC (AOQ-QLD) don’t get the momentum required from a top-down approach you will not get the best people on the projects. Learn first hand 3.50 Examining the Role of the Project Champion within the First from a CEO about: Two Years • Putting together the business case for your organisation Sydney West Area Health Service have been deploying Lean • Understanding why Six Sigma is important to the bottom line and Six Sigma across their business units for the past two years. of your business Karen will discuss: • Discussing why CEOs should deploy Six Sigma and their role • Selecting an appropriate project champion in projects • Communicating effectively to the project champion • Keeping the momentum going after the initial phase has worn off • Using their time to build momentum for the program Peter Fenton, CEO • Identifying where to do without them NEW ZEALAND POST • Learnings with the engagement of champions and other key stakeholders 9.50 Using Six Sigma to Drive Your Sales Karen Kenmir, Program Manager for Clinical Redesign • Understanding your customer value proposition (CVP) SYDNEY WEST AREA HEALTH SERVICE • Creating a project portfolio that delivers maximum value TRACK B: 2+ years Lean Six Sigma Experience • Using Lean and Six Sigma to achieve a competitive edge Kerri Gill, Executive Manager CommWay (Six Sigma) 1.20 Managing Six Sigma during Organisational Change COMMONWEALTH BANK • Creating a baseline to benchmark potential candidates 10.30 Morning Tea and Time to Network • Understanding how Six Sigma can be used to integrate elements foreign to your business 11.00 Getting C-Level Buy-In to Ensure The Continuous Funding And • Working within each function to shift the focus from projects Support of Your Project to processes • Coping with the challenges of an ever-evolving company • Leveraging tools to facilitate the transition CEO • Engaging your CEO and shareholders after the initial stages Panel Discussion • Integrating Lean and Six Sigma into the company culture 2.00 Creating a Sustainable Six Sigma Deployment to Save You Time • Ensuring continued business engagement and Money Peter Fenton, CEO • Maintaining the momentum of your Lean Six Sigma initiative NEW ZEALAND POST over time Chris Beer, CEO • Sustaining organisational involvement across the business LUXOTTICA (OPSM AND SUNGLASS HUT) • Moving from an operational plan to a more strategic one 11.40 Incorporating Lean into Six Sigma to Maximise Your Outputs • Selling Lean Six Sigma to your shareholders Luxottica have leveraged a successful Lean and Six Sigma Cathy Reber, Vice President of Business Transformation implementation in manufacturing, across their shared service AMERICAN EXPRESS functions and into their retail businesses : OPSM, Laubman & Pank, Budget Eyewear and Sunglass Hut. Janeece will explain 2.40 Afternoon Tea and Time to Network how to incorporate Lean into Six Sigma in the retail and 3.10 Ensuring End-End Process Ownership to Achieve Process transactional environment by: Excellence • Training your staff in Lean and Six Sigma • Creating a matrix organisation to drive process sustainability • Implementing a plan for integration of Lean and Six Sigma • Breaking down the horizontal silos to ensure Lean and Six • Examining examples of successful Lean Six Sigma 5s Sigma program deployment efficiency Janeece Keller, Operational Excellence Program Manager • Implementating a holistic approach to process excellence LUXOTTICA (OPSM AND SUNGLASS HUT) • Eight key elements of process maturity 12.20 Lunch • Embedding Lean and Six Sigma within a holistic approach to operations management and continuous improvement STREAMED AFTERNOON Peter McDonald, Head of Quality, Australian Region TRACK A: 0-2 years Lean Six Sigma Experience NATIONAL AUSTRALIA BANK 1.20 Getting the Right Support for Your Six Sigma and Lean 3.50 Continuous Improvement in Services: Renew and Reinvogorate Deployment • Identifying key strategies to sustain CI (continuous • Getting the most out of your consultants improvement) activity • Employing master blackbelts to build your program internally • Renewing and reinvigorating your programs to sustain a continuous improvement culture • Examining alternative approaches • Using other tools to get the best out of your Lean and Six 2.00 Identifying what Lean and Six Sigma looks like in the first year Sigma programs • Where do you start? • Discussing new methods of training for the newer generation • Choosing the right methodology: Lean vs. DMAIC (Define, of workers Measure, Analyse, Improve, Control) vs. DfSS (Design for Six • What does continuous improvement look like? Sigma) • Where do your employees fit into this life-cycle? • Taking a customised approach versus a technical approach Peter Dolenc, Quality Training Leader and Lean Leader • What comes first the tools or the methodologies? GE MONEY, AUSTRALIA AND NEW ZEALAND Leigh Bracken, Global Head of Quality 4.30 Closing Remarks from the Chair NATIONAL AUSTRALIA BANK CAPITAL 4.40 End of Day One 2.40 Afternoon Tea and Time to Network 5.00 Executive Tutorial D: A light dinner will be served To Register • T (02) 9223 2600 • F (02) 9223 2622 • E •
  5. 5. Pre and Mid-Conference Executive Tutorials Pre-Conference Executive Tutorials Mid-Conference Executive Tutorials A 9:00am - 12.00pm B 1:00pm - 4:00pm C 5.30pm - 8:30pm D 5.00pm - 8.00pm Monday, 25 February 2008 Monday, 25 February 2008 Tuesday, 26 February 2008 Wednesday, 27 February 2008 How to Achieve Your How to Recruit, Train How to Measure The A-Z of Lean and Business Objectives Using and Retain High the Success of your Six Sigma in Services Lean and Six Sigma Performing Blackbelts Six Sigma Program and Transactions Lean and Six Sigma methodologies Organisations are finding it In the services industry, a lot of This highly interactive workshop allow organisations to use scarce extremely hard to find qualified Lean and Six Sigma practitioners will provide each delegate with resources more purposefully, people who can kick off and are finding it challenging to a complete understanding of which systematically eliminates lead their Lean and Six Sigma measure their programs due to Lean and Six Sigma and how to process variation and reduces programs. It can also be very the intangibility of their offerings. implement it into your business cycle times to increase common for Six Sigma black Most process improvements successfully. You will learn how to: productivity and achieve high belts to move on to another within the services industry are • Understand Lean and Six Sigma performance. Lean and Six Sigma organisation, once they dependent on human behaviour, can be used across all business have finished their training. which is why measuring Lean • Implement Lean and Six Sigma units, such as Human Resources, Transitioning black belts back into and Six Sigma can be particularly in the services and transactions IT, Finance, Logistics, Purchasing, the business is a challenge that complex. industry Call Centres and Sales. most companies face. This highly interactive workshop • Gain buy-in from senior This specifically tailored executive By attending this interactive will provide you with take away management tutorial will provide you with the executive tutorial, you will take tools for: • Combine Lean and Six Sigma tools to: away the tools and strategies to: • Measuring the success of your • Measure the effectiveness of • Identify which areas of the • Attract and retain the right Lean and Six Sigma effort as a your program business to deploy Lean and people company • Skill-up your staff to drive Six Sigma • Identify the key skills of Black • Working out whether the program implementation • Understand your customer Belts measures are tied to other proficiency value proposition • Make Six Sigma and Black business performance measures • Identify the pitfalls before they • Balance the needs of your Belt roles attractive for high • Determining whether the happen business with your customer performers measures of the effort activity • Understand your customers needs • Identify the importance of soft are based (e.g. x projects better • Use Lean and Six Sigma to skills training and development completed, $x savings • Transition your black belts back drive your sales and marketing achieved) or is it tied to an • Examine Lean vs. DMAIC into the business outcome measure (e.g. unit • Ensure your Lean and Six (Define, Measure, Analyse, cost reduction, % increase in Sigma programs deliver Improve, Control) vs. DfSS About your Executive Tutor: productivity in an area) or is it maximum value (Design for Six Sigma) Kerri Gill is currently a combination of the two • Align Lean and Six Sigma with • Reward performance the Executive Manager • Understanding if there is a tie CommWay (Six Sigma) at the your business objectives • Transition your blackbelts back between operating efficiencies COMMONWEALTH BANK into the business achieved and the individual About your Executive Tutor: incentives outside of your Six Janeece Keller is currently the About your Executive Tutor: Sigma team Operational Excellence Program Morgan Jones is currently the Manager at LUXOTTICA Six Sigma Deployment Manager About your Executive Tutor: and Master Black Belt at NEW Dave Curren is currently ZEALAND POST the Head of Operations and Transformation at ANZ “Great, met my expectations” David Masters, Master Black Belt, CSC “Very good, knowledgeable presentations, good networking” Mufi Vagh, Black Belt, MEDIBANK PRIVATE To Register • T (02) 9223 2600 • F (02) 9223 2622 • E •
  6. 6. LEAN & SIX SIGMA FOR SERVICES & TRANSACTIONS To speed registration, please provide the priority code located on the mailing label or in the box below. C*PDFW WHERE? Venue Citigate Central Hotel 169-179 Thomas Street, Sydney NSW 2000 Phone: (02) 9281 6888 Fax: (02) 9281 4237 Web: WHEN? Main conference: 26 & 27 February 2008 Day one: 8.00am – 4.50pm Day two: 9.00am – 4.40pm Workshops: 25, 26 & 27 February 2008 HOW MUCH? See below left. Also see TEAM DISCOUNTS BELOW. IQPC Events Available On Compact Disc! 12827.001 Capture all the information presented at our conference on compact disc! Your purchase includes a permanent QUICK & EASY WAYS TO REGISTER reference of 8-9 audio cd’s, enabling you to choose a topic and listen to it anytime - any place! You will also receive a TELEPHONE (02) 9223 2600 FAX (02) 9223 2622 cdrom of all speakers slide presentations. Pay only $768.90 (including GST) if you are attending or just invest $878.90 EMAIL WEBSITE (including GST) if not attending the conference - a cost effective way to stay on the cutting-edge. Synchronised MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000 audio to speaker presentations are also available on request. For details and to order, please see the registration form REGISTER ME for the LEAN & SIX SIGMA SUMMIT or contact Judy Hizon tel: 02 9229 1049 or email: PLUS Executive Tutorials A B C D PACKAGES VIP EARLY BIRD STANDARD PRICE Please indicate your selection below: Payment received by 19/12/07 Early C O N F E R EN C E ON LY Sav e $200 Bird Discount Team Discounts $2699 (incl. GST $2968.90) $2899 (incl. GST $3188.90) Book & Pay by IQPC recognises the value of learning in teams. BR O N Z E PA C K A GE Sav e $200 Take advantage of one of these special rates: Conference + 1 Workshop $3319 (incl. GST $3650.90) $3519 (incl. GST $3870.90) 19 December 2007 Register a team of 3 to the conference at the same S I LV E R PA C K A GE Sav e $200 & SAVE $200 time from the same company and receive $500 Conference + 2 Workshops $3839 (incl. GST $4222.90) $4039 (incl. GST $4442.90) discount Register a team of 4 to the conference at the same G O L D PA C K A GE Sav e $200 time from the same company and receive a FREE Conference + 3 Workshops $4259 (incl. GST $4684.90) $4459 (incl. GST $4904.90) pass for a 5th delegate PL ATI N UM PA C K A GE Sav e $200 Ask about multi-event discounts. Conference + 4 Workshops $4679 (incl. GST $5146.90) $4879 (incl. GST $5366.90) Ring (02) 9223 2700 for more details Please send me set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $768.90 ($699 plus GST), $878.90 Please note: Only one discount applies ($799 plus GST) if not attending the conference, $603.90 ($549 plus GST) Presentations CD only Please keep me informed via email about this and other related events (PHOTOCOPY THIS FORM FOR ADDITIONAL DELEGATES) Airfare & Accommodation DELEGATE 1 Eventscentral is the official booking agent for the Lean [TITLE] [FIRST NAME] [SURNAME] And Six Sigma Summit For Services And Transactions conference. Eventscentral has access to discounted rates at a POSITION EMAIL range of hotels for all attendees of this event. DELEGATE 2 To take advantage of these great rates or to book your air [TITLE] [FIRST NAME] [SURNAME] travel please go to or email POSITION EMAIL Eventscentral Pty Ltd DELEGATE 3 Phone: 07 3334 4455 SAVE $500 SAVE $500 SAVE $500 POSITION [TITLE] TITLE [FIRST NAME] EMAIL [SURNAME] Fax: Email: 07 3334 4499 Website: ORGANISATION Part of the Travelscene American Express group ADDRESS PRIVACY - YOUR CHOICE POSTCODE Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It TELEPHONE ( ) FAX ( ) will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying APPROVING MANAGER your email address and mobile telephone number you are agreeing to [TITLE] [FIRST NAME] [SURNAME] IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share POSITION EMAIL information from our database with other professional organisations (including our event sponsors) to promote similar products and services. CHEQUE ENCLOSED FOR $ (Please make cheques payable to: IQPC) Please tick the box below if you do NOT want us to pass on your details. To amend your current details, advise of duplicates or to opt out of further PLEASE CHARGE American Express Visa MasterCard Diners Club mailings, please contact our Database Integrity Maintenance Department, Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email, call 02 9229 1028 or fax 02 9223 2622. CREDIT CARD NUMBER I do not wish to have my details made available to other organisations AMEX 4 DIGIT CODE EXPIRY DATE IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: NAME OF CARD HOLDER [PLEASE PRINT] © 2007 IQPC ABN 92 071 142 446 All RIGHTS NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Payment prior to the conference is mandatory RESERVED. The format, design, content and for attendance. Payment includes lunches, refreshments, a detailed conference documentation CD or workbook and all meeting materials. arrangement of this brochure constitute a If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be copyright of IQPC. Unauthorised reproduction will refunded once alternate payment has been received. be actionable by law.