March 18 - 20, 2019 | The Roosevelt, A Waldorf Astoria Hotel, New Orleans, LA

Workshop Day

8:30 am - 9:00 am Registration & Welcome Refreshments

9:00 am - 10:30 am Workshop A: Digitize your back office to enable operational excellence

Dive deep into the latest in lean-agile thinking, a more visible pipeline incorporating scalable
DevOps and continuous delivery through digital transformation initiatives. Join in learning how
to effectively implement this into your back office functions.
• Understand where agile fits in supporting your transformation strategy
• Identify a vehicle to transform your back office functions
• How to move forward and find tools to develop a sustainable business model

9:00 am - 10:30 am Workshop B: Design and sustain best practices on continuous improvement and customer experiences

Rarely has an effective continuous improvement culture been easy to establish. Executing
a series of process improvement projects is just the first step in designing a CI culture, as it
requires more to sustain and generate tangible opportunities. This workshop will give you the
opportunity to:
• Understand the fundamentals of Kaizen and its importance as a central aspect within a LEAN
• Instill a culture of engagement to support continuous improvement strategies and innovation
• Develop an understanding of enterprise architecture to enable seamless implementation plans

10:30 am - 11:00 am Coffee Break

11:00 am - 12:30 pm Workshop C: The checklist for driving your RPA strategy – from pilot to scale up

The process world has been radically transformed by RPA. With extraordinary speed, organizations are launching themselves into the digital world with increased efficiency, bought time and enabled innovative opportunities. Launching an implementation strategy comes at great importance as future deployments are made possible thanks to successful adoption within the organization. Join the workshop to learn more about:
• Achieving pilot to scale-up: Our implementation strategy
• Partnership with IT and how to accelerate the integration of RPA
• Long Term Roadmap and benefits of automation: way more than just cost savings
• Change management, communication and training

11:00 am - 12:30 pm Workshop D: Take an end-to-end view of your value stream to define your OPEX Roadmap

Michel Farmer - Director, Operational Efficiency, Development Bank of Canada
• Move away from only leading point or local improvements towards a larger scale approach,
end-to-end value
• Plan and align your initiatives to the business goals and imperatives
• Drive a sense of purpose and a common thread in your improvement efforts

Michel Farmer

Director, Operational Efficiency
Development Bank of Canada

12:30 pm - 1:30 pm Lunch Break

1:30 pm - 3:00 pm Workshop E: Create a holistic framework for modernizing insurance accounting to increase operational efficiency

• The importance of evaluating your IT infrastructure on the potential impact of change
• Plan an operational case for transformation to establish a strategy for efficiency and execution
• Understand the impact on processes, systems and risk, and the development of financial
• Establish a governance structure to promote compliance and reduce disruption

1:30 pm - 3:00 pm Workshop F: Drive a purpose-led transformation strategy to sustain operational excellence

James Nichols - Operational Excellence Leader, Purchasing Power LLC
Purchasing Power had experienced significant year over year growth for 7-8 years running and
leaders realized the growth had extended the operational aspects of the company beyond
capacity. Rather than simply overlay new technology into the business, the company embarked
on an Operational Excellence focus to remove obstacles for continued growth, encourage
greater innovation and build a quality mindset for employee involvement at all levels.
This workshop will showcase their journey and enable you to follow similar steps through a
hands-on approach. Steps include:
• Link to strategy – developing the “Why” • Connection and the alignment of purpose
• Influence the way you solve problems • Create the CI culture to enable operation quality

James Nichols

Operational Excellence Leader
Purchasing Power LLC

3:00 pm - 4:30 pm Afternoon Break

3:30 pm - 5:00 pm Workshop G: How to enable design thinking to drive your innovation strategy

Today, innovation is becoming ever more vital for businesses to maintain their competitive edge. As we increasingly adopt technology, the way we approach strategies and operational efficiency has to evolve. Design thinking provides a set of tools and techniques for a practical, creative resolution of problems. In this workshop, you will get the chance to work in teams to adopt basic design thinking methodology.
• A clarification on what design thinking methodology entails
• Best practices to leverage design thinking in driving innovation within your back office function
• See different angles in the whole picture of your strategy
• How to transform your culture to support design thinking

3:30 pm - 5:00 pm Workshop H: Customer development and what they want from your business

Joe Kleinwaechter - Vice President, User Experience, ADP
Joe is the Vice-President of UX for ADP, where he uses his method of discovery presented here
to transform product design in a way that solves real customer needs. In doing so, expensive
time and resources required to build and deliver the products are significantly reduced because
they are only working on the things that really matter.
• Explore exercises in innovation discovery to enhance customer experiences
• Ensure you’re building the right product: brainstorm methods that were the most effective in
transforming the strategy
• Identify key failures to your customer delivery to add greater value to the business

Joe Kleinwaechter

Vice President, User Experience