BPE USA agenda - Full Agenda

Register now at www.businessperformanceexcellencesummit.com Book Before 24 June To Save $1000!

September 26 - 28 2016 | Hyatt Fisherman’s Wharf, San Francisco, CA

Only at the West Coast’s #1 process transformation event will you find…

Case studies from C-suite and VP-level enterprise transformation leaders from companies including:

Expert Speakers50+

Sponsors and Exhibitors20+

Participants200+

80%+ Practitioner Attendees

10+ Hours Dedicated Networking

100+ Companies Represented

Tear down the status quo and leap ahead of

the competition

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Uniting the innovation of Silicon Valley with the scalability of the Fortune 500 to drive sustainable performance excellence

You need to be here if you are a..

Start-up: Hear from Fortune 500s and high-growth companies how to scale up your operations

Large enterprise: Benefit from the process innovation strategies of tech disruptors and your Fortune 500 peers

Healthcare professional: Benefit from a focus day to discover how to improve quality, patient safety and efficiencies!

Register now at www.businessperformanceexcellencesummit.com

Operational Excellence x Strategy x Innovation x Scalability = Sustainable Performance Excellence

It’s no news that the alignment of operational excellence with strategic goals is the catalyst for peak enterprise performance. However, the question now stirring up debate among the PEX community is how can you ensure this peak performance remains sustainable?

Following 100+ interviews with VP and C-suite PEX professionals, two major factors have come to light as the key to sustainable performance excellence in the digital business era: continual process innovation and the ability to scale up your OpEx strategies across the enterprise

Welcome to Business Performance Excellence USA, PEX Network’s most forward-thinking and senior meeting, which this year marries the innovation of Silicon Valley’s start-up community with the scalability and maturity of the Fortune 500 to ensure your improvement programmes stand the test of time. This is your chance to acquire the skills and insight needed to gain enterprise-wide engagement for your transformation initiatives and become a more simple, agile and customer-centric organisation than ever.

Benefit from the insights of 40+ of the USA’s brightest process and performance improvement sparks, with over 250 years’ combined experience in driving value-adding change, and choose from multiple topic streams to tailor your agenda to the most pressing issues facing your organisation right now.

Here’s your chance to be the catalyst for change within your company, and crack those long-standing challenges:

Find out how to tear down the status quo, and build innovation and agility into the heart of the enterprise

Discover how to scale up your OpEx and performance improvement programs to keep up with business growth

Hear how to build a collaborative culture across the enterprise to ensure the right decisions are made by colleagues with mandate and budget to improve bottom-line performance

Establish how to gain greater visibility into enterprise performance and uncover opportunities for improvement

Registering is easy - just visit www.businessperformanceexcellence.com, email us at [email protected], or give us a call on +44 (0) 20 7368 9300

On behalf of the entire PEX Network team, we look forward to meeting you in sunny San Francisco this September!

Best wishes,

Zoe AmosDirector – Business Performance Excellence USA

P.S. Can’t wait until September? Check out the online Resource Centre, where

you can find complimentary whitepapers, interviews and additional learning resources!

Key Sessions Tearing Down the Status Quo in 2016

1

Verizon’s VP Process Excellence and Innovation deep-dives how to strike the balance between standardization and flexibility to deliver continuous improvement and innovation

2USAA’s Director RPA & Project Management discusses how to capitalize on a human and robotic workforce to streamline and innovate across the enterprise

3Peter Drucker’s very first PhD student, Dr William A. Cohen shares how to abandon currently profitable products, practices and businesses to achieve long-term success

4

Anthem’s Business Improvement Group VP reveals how to recruit for acumen, not just skills to ensure your OpEx and innovation teams successfully embed new ideas into daily enterprise operations

5Banc of California’s SVP Operational Excellence discloses how to identify and plan for future business needs to ensure sustainable and rapid business growth


Business Performance Excellence USA: What your team needs to know!

Don’t have time to read through this entire brochure? Then cut out this handy 2-page guide to Business Performance Excellence USA 2016 and share with your team!

Brand new formats including ideaPitches, innovation tables and more pioneering learning formats to ensure you remain engaged throughout and pick up the knowledge you need to drive holistic enterprise transformation

Practitioner led content from 40+ of the USA’s leading process transformation and improvement minds, combining 250+ years of experience – forget lengthy theoretical talks, this is all about real-life implementation and practical take-aways!

Exclusive networking opportunities to enable you to foster old and create new relationships across the operational and process excellence community including Fortune 500 companies such as Anthem, Verizon, USAA, Starwood and more

Unlimited chances to connect with your peers from across the 120,000+ member PEX Network community pre, during and post-event to keep your finger on the pulse with the latest ideas - start sharing ideas at www.processexcellencenetwork.com today

Secure new relationships with our proven vendor and consulting partners – whether you’re actively looking for new solutions or just browsing, don’t forget to take home a business card or two!

A new focus on aligning OpEx, strategy, innovation and scale to tear down the status quo and ensure sustainable performance excellence in the digital business era

2 days of inspirational practitioner-led case studies, discussions and debates

0 vendor product-led presentations – all sessions are practitioner-led and case study driven!

1 new focus day specifically meeting the needs of the rapidly maturing Healthcare market

6 interactive streams to choose from, to gather practical, hands-on advice and share your challenges

120,000 PEX Network

Community Members

40+Speakers

200+Attendees

20+Sponsors and

Exhibitors

100+Companies

Represented

The West Coast’s #1 OpEx

event


Business Performance Excellence USA: What your team needs to know! Agenda at a Glance

Pre-Conference Workshops & Healthcare Focus Day: Monday September 26th

Select 4 from 8 workshops, with a wide variety of topics including:

BPM | Continuous Improvement | OPEX Frameworks | Decision Modeling | Digital Workplaces | Big Data | RPA | Voice of the Customer

NEW! Alternatively join Healthcare Performance Excellence for case studies from across the healthcare system on how to:g Improve patient flow from ED entry though to discharge

g Leverage both centralized and decentralized management systems to increase performance accountability

g Build internal operating systems that embed patient-centricity into performance improvement planning

Conference Day One: Tuesday September 27th

Morning Plenary Sessions: Transforming your business to compete in the Digital Business Erag Strike the balance between enterprise-wide standardization and empowering

employees with flexibilityg Identify the potential applications of robotics and automation to enhance enterprise

operations

NEW! Interactive discussions tailored to the specific challenges facing your organisation

Stream A: Culture & Capabilitiesg Build cross-functional change teams to motivate and engage all departments within

your organisationg Introduce ‘start-up thinking’ to encourage collaboration and commitment to

excellence

Stream B: NEW! Enterprise Innovationg Combine continuous improvement with wider-scale disruption to ensure sustainable

changeg Build an innovation opportunity pipieline to meet the business needs of the future

Plus NEW! Corporate Leaders Boardroom (by invitation only)g Top-secret discussions for VP and C-suite OpEx leaders in a closed door setting.

Email [email protected] to request your invitation!

Afternoon Plenary Sessions: Ensuring enterprise-wide commitment to excellenceg Ensure process improvement is seen as not just a cost-cutting exercise but a value-add

to the businessg Break down silos, politics and protectionism across the enterprise to enable innovative

and transformative decision making

g NEW! Quick-fire iPitches to wake you up at the end of the day!

Conference Day Two: Wednesday September 28th

Morning Plenary Sessions: Preparing for growthg Re-evaluate OpEx metrics to focus on more than FTE reductiong Why Drucker recommends abandoning profitable products to become successful

NEW! Innovation tables to encourage collaboration and spark new ideas

NEW! Silicon Valley Showcase featuring high-growth tech companies

Stream A: NEW! Collaborationg Establish communities of practice to ensure enterprise-wide best practice sharing g Develop a secure and low-risk enterprise collaboration environment

Stream B: NEW! Enterprise Visibilityg Align process and business intelligence to increase enterprise-wide visibility and optimise

long term performanceg Understand the direct and indirect benefits of BPM application to specific business

problems

Stream C: Customer Centricityg Leverage the customer journey to embed the customer into the heart of process

planning and designg Focus on customer outcomes to continually adapt your processes and meet changing

demands

Stream D: NEW! Enterprise Agilityg Balance stability and flexibility to respond to changing market needsg Evaluate existing governance models and what needs to change

Afternoon Plenary Session: Your OpEx Action Plang Share your top conference takeaways with other attendees from your industry verticalg Identify the main areas for improvement within your organisation and create a roadmap

to addressing these

Agenda Key:

Innovation Scalability

Visibility Collaboration

Customer Centricity


New for 2016!Same time. Same place. But not the same event!Alongside the old favourites that you ask for each and every year, we’ve taken on your feedback to evolve the event, prioritise new learning opportunities for 2016 and deliver the content that you want. Plus – a conference isn’t just about work, so we’ve added in a few fun features we know you’ll love.

There’s an app for that

We’re going paperless! Download the BPE USA 2016 app to ensure you’re up-to-date with all the latest agenda changes, connect with other event attendees, participate in live polling sessions, and feel smug in the knowledge you’re saving a few trees too.

No more sales pitches!

Tired of hearing the same tired presentations from VPs of Business Development? Us too. So we guarantee that all 2016 presentations will be jointly or entirely led by your practitioner peers, and you reap the benefits of their past investments.

Switch things up

Bored of lengthy company descriptions and branded Powerpoints? ideaPitches will provide quick-fire strategies and solutions in bite-size chunks of no more than 6 minutes,

and in-depth discussion groups will ensure you get your most pressing question solved by those who’ve been through it all already.

Keep the nation healthy

Part of the rapidly growing and maturing Healthcare industry? A dedicated focus day will give you the chance to deep-dive the quality and performance improvement strategies to

ensue you successfully navigate healthcare reform and ensure optimal patient care.

You told us that process has reached the C-suite, so make sure your COO or Chief Process Officer doesn’t miss out on these interactive discussions!

The Performance Excellence Corporate Leaders’ Boardrooms (CLBs) are exclusive, invitation only forums for up to 20 process leaders to review their most pressing business issues with peers and industry experts. Taking place alongside BPE USA, attendees will benefit from the senior, closed-door sessions at the CLB, as well as the keynote presentations and wider networking of the wider event. The Corporate Leaders’ Boardroom agendas run as a facilitated meeting with opportunities for all attendees to be involved in the discussions, sharing ideas and drawing conclusions - this is your chance to participate in an open debate whilst ensuring your contributions remain top secret!

To request an invitation and find out if you qualify to attend, please email us [email protected]

See you in the Boardroom?

By Invitation

Only

Innovation has different meanings to different people. I’m looking forward to learning how CI helps innovation

- whether this is about a new product, process or a solution to a problem

Rizwan Khan, Vice President & Head of Enterprise Continuous Improvement, Lincoln Financial Group Speaker 2016

Tear down the status quo

Are you a start-up or small/medium size business looking to scale up your operations? Or are you a mature Fortune 500 or equivalent trying to think differently

and build innovation and agility into the enterprise?

This year we’re taking the best of both worlds and uniting the innovation of Silicon Valley with the scalability of the Fortune 500 – tear down the status quo and see how the other half live!


Inspiring case studies and discussions led by the USA’s OpEx and enterprise transformation experts

Sisir Padhy VP Process Excellence

& Innovation Verizon

David Endre VP Business & Process

Improvement Caesars Entertainments

Rizwan Khan VP & Head Enterprise

Continuous Improvement Lincoln Financial Group

Brian McGuire VP North America Operations

Starwood Hotels

Christy Hartner SVP Business Process Management

CommerceBank

Marvin Raymundo SVP Operational Excellence and Project Management

Banc of California

Melissa Miller VP Business Improvement Group

Anthem

Joe Rafter Senior Director Enterprise Change

Pacific Gas & Electric

Yasmine Ndassa Senior Director Process Analytics

Comcast

Dale Easdon COO

Snap Kitchen

Johnny Johnston SVP Gas Business Enablement

National Grid

Ryan Dunn Director RPA & Project

Management USAA

Russell Ollie Director Operational Excellence

General Motors

Fabio Garaycochea Head of Business Process

Excellence - US Operations Boehringer-Ingelheim

Dr William Cohen President

California Institute of Advanced Management

Gopika Kannan AVP Knowledge and Innovation Practices

MassMutual Financial

Sally Toister Director, Six Sigma and Operations Support – North America Division

Starwood Hotels

Anna Misheev Global Operational

Excellence Lead Uber

Victor Vizzuett Director of Continuous

Improvement and Project Management

AkzoNobel

Robert Quinn Sr. Director - Process Excellence

American Water


Inspiring case studies and discussions led by the USA’s OpEx and enterprise transformation experts

Ali Alydar CEO

Sporcle

Steven Carle COO Global Shipping

eBay

Elizabeth Douglas President and COO

WikiHow

Denis Jaquenoud COO

Pacific Union

Sharada Bose COO

Way.com

Swetal Desai VP Business Process Improvement

HPE

Alan Hester SVP Service Excellence Freedom Mortgage

Andreas Berger SVP Global Innovation and

Cooperation RWE

Luis Wu Cuan Sr Director Operations Excellence

SunEdison

Nancy Scott VP & Global Head Legal Process

Excellence AIG

Deborah Lindway Director Enterprise Lean Six Sigma

KeyBank

Shannon Lucas Director Innovation

Vodafone Global Enterprise

Michael Geer COO

AnchorFree

Scott Paape VP Rapid Continuous

Improvement Dr Pepper Snapple

Candy Conway VP Global Service Delivery

AT&T

I am curious to hear what other companies are doing around the project ROI piece - this is quite challenging considering many OpEx projects have soft benefits that are not easy to convert into financial terms.

Marvin Raymundo, SVP Operational Excellence & Project Management, Banc of California


Performance and process improvement leaders from leading medical institutions and healthcare systems at Healthcare Performance Excellence on September 26th

Cara Bailey SVP Continuous

Performance Improvement Seattle Children’s Hospital

Mary Cramer Senior Director Process

Improvement Massachusetts General

Hospital

Kurt Knoth Vice President, Performance

Improvement & Patient Experience

Spectrum Health

Andrew Jones Vice President, Clinical

Performance Excellence Catholic Health Initiatives

Charles Debusk VP Performance/Process

Improvement UHS of Delaware

Jordan Peck Sr. Director - Center for

Performance Improvement Maine Health

Tammy Alvarez Executive Director

Performance Improvement St Joseph Health

Christopher Govero Division Director of

Performance Improvement Hospital Sisters Health

System

Valery Tarver Director Management

Engineering and Process Improvement

The Ohio State University Wexner Medical Center

Cara Cook Vice President of

Performance Improvement HCA Healthcare

Airica Steed System Chief Customer

Experience Officer Ohio Health

Derek Birznieks Senior Director, Process

Improvement University of

Colorado Health

Healthcare reform has created an increasingly complex and economically challenging environment. In order to survive, providers must rethink processes and business models to improve efficiency and quality, yet lower cost structure - sustainable performance improvement requires close alignment of process, patient care and quality

Business Performance Excellence Healthcare will provide you with the knowledge and advice you need to deliver successful cultural change management and performance improvement initiatives and transform into a high-performing healthcare organization today whilst delivering excellence within the value-based care models of tomorrow.

Register for the 1-day standalone event to ensure you keep up with the competition, or benefit from a full 3-day pass to benchmark against the wider performance excellence industry too!

I look forward to sharing the collaborative work and model of Sepsis and how quality drives outcomes and cost, and to finding out from others how to

get (and sustain) leadership engagement

Tammy Alvarez, Executive Director Performance Improvement, St Joseph Health Speaker 2016

I look forward to hearing how others are using Lean in a positive way to meet the stringent requirements CMS is bestowing on the providers of healthcare

Christopher Govero, Division Director of Performance Improvement, Hospital Sisters Health System Speaker 2016

Plus!


2016 Priorities Innovating through process excellence

Becoming more agile and reactive to market conditions

Enabling customer-centric process and operational change

Rizwan Khan, VP & Head of Enterprise Continuous Improvement, Lincoln Financial Group

Hear Rizwan’s session at 13:30 on Tuesday September 27th

Rizwan provides strategic consulting to Lincoln’s executive leadership and operational management teams. In this role, he promotes process improvement and thought leadership across the enterprise to increase productivity and enhance business results. Khan has a strong track record of success, both domestically and abroad, building fiscally and operationally sound organizations and establishing internal efficiencies with such notable companies as Sprint, Eli Lilly, Proctor & Gamble and Deloitte & Touche. Khan has published in Harvard Business Review, Quality Progress magazine of ASQ and Lean Management Journal. He is a Certified Public Accountant (CPA), a Certified Merger & Acquisition Integration Specialist (CM&AI), a Lean Master Black Belt, and an adjunct professor of Accounting at West Chester University.

2016 Priorities Standardising operations across multiple locations

Enabling patient-centric process and operational change

Innovating through process excellence

Charles DeBusk, VP Performance and Process Improvement, Universal Health Services

Hear Charles’s session at 09:10 on Monday September 26th

Charles DeBusk is Vice President; Performance & Process Improvement for UHS of Delaware. Charles provides leadership in Operational and Clinical Process Improvement, Pharmacy, Surgery and Laboratory. His team identifies opportunities to reduce waste and rework and to enhance processes and execution. Charles has over 30 years’ experience in healthcare and healthcare process improvement and is a Certified Lean Six Sigma Master Black Belt and a Registered Professional Engineer. He holds an MS in industrial engineering from the University of Tennessee and a BS in industrial engineering and operations research from Virginia Tech.

2016 Priorities Becoming more agile and reactive to market conditions

Developing a continuous improvement culture

Implementing RPA in the performance excellence space

Ryan Dunn, Director RPA & Project Management, USAA

Hear Ryan’s session at 09:40 on Tuesday September 27th

Ryan Dunn has spent the last 13 years in Property & Casualty Insurance, focused on program and project management, outsourcing, and vendor/supplier relationship management, implementing innovative solutions and strategies to optimize business value and mitigate risk. During his tenure at USAA he has led teams to successfully design, implement, and manage initiatives to include the creation and management of a Robotic Process Automation (RPA) Delivery Model; enabling true process transformation while generating projects with >1,000% 1st year ROI.

2016 Priorities Developing a continuous improvement culture


Standardising operations across multiple locations

Marvin Raymundo, SVP Operational Excellence and Project Management, Banc of California

Hear Marvin’s session at 10:40 on Wednesday September 28th

A customer focused quality and process optimization executive, Marvin is Black Belt certified in Lean Six Sigma with extensive experience and success in project management and financial services operations. He has proven global expertise in improving customer satisfaction, delivering cost savings, and process streamlining, and in his current role at Banc of California he created the Operational Excellence program and strategy to deliver organization’s operational efficiency and innovation goals. He currently leads a team of experts in project management and process improvement, responsible for delivering critical enterprise wide initiatives, and delivered $1M+ sales lift in first 6 months on the job.

2016 Priorities Improving global alignment to process improvement


Becoming more agile and reactive to market conditions

Sally Toister, Director, Six Sigma and Operations Support – North America Division, Starwood Hotels

Hear Sally’s session at 13:30 on Tuesday September 27th

In her role as Director, Six Sigma and Operations Support, Sally has direct oversight for operational excellence programs, including Six Sigma, Lean and Kaizen. Sally also leads a team responsible for directing operational excellence reviews at properties across US and Canada. Sally started her process excellence journey in 1995 as a Green Belt within a fulfilment operation. Since then, she has held positions as Black Belt, Master Black Belt, and Director of Lean, in the service industry. She is a certified Master Black Belt, Kaizen Sensei, and holds a B.A. in Business Analysis – Production/Operations Management from Texas A&M University.

2016 Priorities Improving efficiencies and reducing costs

Developing a continuous improvement culture

Standardising operations across multiple locations

Kurt Knoth, VP Performance Improvement & Patient Experience, Spectrum Health

Hear Kurt’s session at 14:40 on Monday September 26th

Kurt Knoth is vice president of Performance Improvement for Spectrum Health. Spectrum Health is a not-for-profit, integrated health system based in West Michigan. He is an experienced leader in lean transformation efforts in large, complex organizations. Kurt is responsible for the design and deployment of performance improvement resources to help the organization realize the Triple Aim: better health, better care and lower cost. He is passionate about viewing performance improvement through the lens of the patient experience. Departments that he is responsible for include: Process Improvement, Patient Experience, Sustainability, Patient Relations, and Clinical Ethics.

Check in with some of your expert speakers on their priorities for 2016 and beyond


Who else will you meet at Business Performance Excellence USA 2016?

Each year old friends and new faces from across the West Coast and beyond meet in San Francisco to discuss their biggest enterprise transformation and performance improvement challenges, and strategies for success, and 2016 will be no different!

This is your chance to meet with your peers from across the Fortune 500, the Healthcare industry, and San Francisco’s tech innovators and collaborate to drive widespread transformation and sustainable performance excellence

2016 Expected Industry Breakdown

What did last year’s delegates think?

2016 Expected Seniority Breakdown

The Process Excellence Network is a global community for process professionals, business leaders and executives who want to improve their businesses through process and operational excellence. With a global membership of 120,000+, and a burgeoning global portfolio of live events, webinars, and networking opportunities, our mission is to inspire and inform our members with access to practical advice on business improvement tools, methodologies and technologies in order to achieve their business goals. Joining the network is free and offers the following benefits:

• Access to expertly produced webinars, whitepapers, videos and podcasts

• Weekly newsletters with round up of latest content and professional development resources available online

• Exclusive invitations and offers to attend process industry events

What are you waiting for? Join the largest global network of people passionate about process improvement today!

Financial Services - 20%

Healthcare - 20%

Hi-Tech - 15%

Manufacturing - 10%

Travel & Leisure - 10%

Telco - 5%

Retail - 5%

FMCG - 5%

Pharma - 5%

Other - 5%

C-Suite - 10%

VP/SVP - 60%

Department Heads & Senior Directors - 25%

Other - 5%

ABOUT PEX NETWORK

I enjoyed the entire conference! It expanded my perspective on how I can influence my organization and drive business process excellence.

Visa, 2015 Delegate

A great summit for those that want a good “jolt” to push further on their continuous improvement/process excellence journeys

Title Source, 2015 Delegate

If you are a VP or senior OpEx professional tasked with any of the below, PEX Network have designed this event for you!

g Ensure your organization is equipped to react quickly to adapting market needs

g Develop an OpEx or change management program that aligns with business goals

g Embed innovation and value-adding change into the heart of enterprise operations

g Engage multiple lines of business with your continuous improvement strategy

g Deliver on your past change management promises and business case

http://www.processexcellencenetwork.com/


08:15 PEX Network & Chairman’s Welcome

08:30 The Need for Speed – Improving patient flow at Massachusetts General MGH, ranked the #1 hospital in the US by U.S. News & World Report, conducts the largest hospital-

based research programs in the world, whilst admitting over 48,500 patients annually. With demand vastly outstripping capacity, speed is vital to delivering quality care whilst creating future capacity for care. This presentation will share how MGH have developed a solid capacity management infrastructure, chaired by the President of the hospital, to serve as many patients as possible.

What will you learn? g Discover how to build performance improvement initiatives around the most acute pains of

senior leaders to ensure long-term engagement and investment g Hear how to break down silos and improve communications across the pre-admission, post-

acute and post-discharge business units to better serve both the patient in front of you, and the patient on his way into the ED

g Establish how to build a robust capacity management framework within your organisation to ensure continuous delivery of high-quality patient care

Mary Cramer, Senior Director, Process Improvement & Ambulatory Management and Performance, Massachusetts General

09:10 How Universal Health Services have improved ED throughput and reduced LWBS to 1% In a healthcare system with around 60% of patients entering through the ED, quick and efficient

care delivery is required to ensure patients do not leave without being seen (LWBS) and are treated effectively. In this session, discover how UHS have redesigned their ED workflows to enhance patient experience and efficiency, and are beginning to think a ‘bed ahead’ to ensure consistent patient flow.

What will you learn? g Determine how to select the location for your pilot programs based on the degree of need to

make the greatest impact g Establish how to leverage the ‘pivot concept’ and triage purpose to reduce non-value added

time at the ED front end g Identify how to improve collaboration between EDs and hospitals to ensure seamless and

efficient patient handoffs across the system

Charles Debusk, VP Performance and Process Improvement, UHS of Delaware

09:50 One program, many cultures – How University of Colorado Health adapt their system-wide OpEx programs to meet localized needs

One size does not always fit all when it comes to process improvement – different stakeholders and cultural environments will always have a massive impact on both initial results and program sustainability. This session will share how UCHealth have moved away from the ‘cookie cutter’ approach to operational excellence, focusing in particular on lessons learned during their ED care redesign.

What will you learn? g Discover how to work closely with employees at each site to redesign care models and

operating systems to satisfy both patients and staff g Assess to what extent process standardization is required across a healthcare system, and to

what extent flexibility is needed g Hear how to adapt your OpEx programs to meet differing academic, research and patient

needs across the healthcare system

Derek Birznieks, Senior Director Process Improvement, UCHealth

10:30 Morning Networking Refreshments

11:00 Follow the Leader – Quick Fire Performance Leadership Strategies In this session, four short and snappy 20-minute presentations will be followed by a joint Q&A, where

you’ll get the chance to grill the presenters on their differing successes and challenges

#1 - How MaineHealth have reinvented daily operations with a lean management system Over the past 3 years, MaineHealth has implemented a new lean daily management system for

driving change and a culture of continuous improvement. In this session, you’ll hear the impacts of the management system across the existing sites, as well as the plans for rolling it out and embedding it across the entire healthcare system.

What will you learn? g Hear effective training methods for employees across different business units, to ensure quick

and efficient uptake of new ways of thinking and build a new business culture g Determine how to leverage employee engagement surveys and improvement metrics to

quantify the value of cultural change to the business and the patient

Jordan Peck, Sr. Director - Center for Performance Improvement, MaineHealth

#2 - Building performance improvement leadership capabilities at Hospital Sisters Health People are the driving force behind all business change - without the right leadership in place,

old habits die hard! In this session, hear how HSHS build process and performance leadership capabilities across the entire health system using just a small team, to ensure improvement projects are sustainable and make the greatest business impact.

What will you learn? g Explore different training techniques to ensure employees at all levels of the business understand

the root causes of performance problems, and can work independently to solve them g Determine how to use individual, departmental and company-wide metrics to measure the

effectiveness and sustainability of performance improvement projects and training

Christopher Govero, Division Director of Performance Improvement, Hospital Sisters Health System

#3 - How CHI are increasing accountability and ownership for performance improvement across the healthcare system

The nation’s 2nd-largest non-profit health system, CHI operates across 19 states and comprises over 100 medical facilities. In such a vast organization change is hard to achieve, and even harder to govern. This presentation will discuss how CHI are transforming their governance models to improve quality and the patient experience whilst reducing costs across the entire system.

What will you learn? g Establish the pros and cons of centralised vs decentralised process improvement initiatives g Discover how to engage physicians with your performance improvement strategy to

ensure it remains clinician-driven, and prevent senior leadership from going back into ‘cost containment mode’

Andrew Jones, VP Clinical Performance Excellence, Catholic Health

#4 - How Seattle Children’s Hospital integrate lean management and innovation to drive continuous performance improvement

Firmly in the top 10 US children’s hospitals, Seattle Children’s has been using Lean for the past 15 years. In this session, hear their evolution from rapid improvement events to a more sustainable approach of continually transforming to meet future needs, whilst tying efforts back to previous successes

What will you learn? g Identify how Lean and Six Sigma tools and methodologies translate to

the people-intensive processes of patient care g Determine how to prevent your differing improvement efforts and teams

from clashing, and build a self-sustaining lean management system

Cara Bailey, SVP Continuous Performance Improvement, Seattle Children’s Hospital

Healthcare Performance Excellence Day Monday September 26th 2016Not attending the Healthcare day? Read on for

details of the exclusive Pre-Conference Workshops!


12:30 Interactive Discussion Groups: Deep diving the crucial features of a successful performance improvement deployment

Select your preferred discussion topic from the four below

How can you ensure successful tracking and governance of performance improvement programmes?

How can you measure the ROI of your performance improvement programme and show that initiatives are profit-driven, rather than a cost?

How can you increase visibility of your performance improvement programme across the healthcare system to improve employee engagement?

How can you effectively staff your performance improvement initiatives, both from a centralized and departmental perspective?

13:00 Networking Lunch

14:00 How St Joseph’s Health built the ‘sepsis collaborative’ to improve system-wide standardisation and patient quality

As sepsis can occur for a variety of reasons, and at multiple stages throughout a patient’s time within the healthcare system, there is a collaborative responsibility to prevent it. Traditional inter-departmental silos are however hard to break! In this session, discover how St Joseph’s have ensured consistent collaboration across the healthcare system with the specific aim of sepsis reduction, and how they will continue this collaboration during their merger with Providence over the coming years

What will you learn? g Determine how to leverage system-wide collaboration to alleviate capacity pressures and

maximise the effectiveness of quality improvement initiatives g Identify how to overcome the barriers to inter-departmental collaboration to improve

information flow across the organization g Discover how to build a collaboration infrastructure of key clinician and practitioner leaders

from across the organisation to effectively redesign clinical systems

Tammy Alvarez, Executive Director Performance Improvement, St Joseph Health

14:40 How Spectrum Health embed patient centricity into performance improvement planning

One of the Top 50 integrated healthcare networks in the US, Spectrum Health have been anticipating healthcare reform for the past 5-6 years, and consequently shifting their work from cost to quality, with patient outcomes now being the center of everything they do. This session will share how Spectrum built their internal management operating system to deliver efficiency and patient quality.

What will you learn? g Discover how to move from cost-centric to patient-centric performance improvement and

quality measures g Establish how to move project prioritization from the ‘loudest voice’ to a robust management

operating system g Determine how to bring volunteer patients into improvement events and workshops to ensure

the Voice of the Patient is heard during process planning and workflow design

Kurt Knoth, VP Performance Improvement & Patient Experience, Spectrum Health

15:20 How OhioHealth take a customer-centric approach to performance excellence With more choice than ever for patients, customer service and experience has fast become

a competitive differentiator for healthcare systems. As the first system-wide Chief Customer Experience Officer for a top 5 integrated health system, Airica shares her expertise in leading customer-centric (or patient-centric) change across OhioHealth, and how OhioHealth leverage continuous improvement and service innovation to remain a leader.

What will you learn? g Discover how to use the Malcolm Baldridge performance excellence framework to drive

customer-centric innovation and improvement across the healthcare system g Establish how to adopt service innovation best practices from the retail and hospitality worlds

to ensure a first-class patient experience g Explore examples of both technology-driven and people-driven service innovations that have

already delivered strong results at OhioHealth

Airica Steed, System Chief Customer Experience Officer, OhioHealth

16:00 Afternoon Networking Refreshments

16:30 How HCA maintain performance levels in the face of labor turnover and shortages According to the Bureau of Labor Statistics, 1.2 million vacancies will emerge for registered

nurses between 2014 and 2022 – staff shortages and high labor turnover is certainly a challenge for the business, but also for the OpEx or performance improvement professional. In this session you’ll hear how HCA are addressing this problem to it has no negative impacts on enterprise performance and patient care

What will you learn? g Discover how to create a ‘great place to work’ to reduce employee turnover and create a

stable foundation for your performance improvement initiatives g Identify daily labor management strategies to fill the gaps and ensure excellent patient care

and day-to-day operations despite staff shortages

Cara Cook, VP Performance Improvement, HCA Healthcare

17:10 Interactive Panel Discussion: What are the impacts of reimbursement reform on process improvement across the healthcare industry?

With the Affordable Care Act now six years old, it’s time to take a look at how quality and performance improvement strategies have changed in this period, and identify what new challenges may be on the horizon looking forwards. Pose your questions to this panel and determine how to navigate the rapidly evolving landscape.

What will you learn? g Determine to what extent board-level investment in performance improvement has changed g Discuss how clinicians and healthcare professionals have reacted to a renewed focus on

quality and performance excellence g Deep-dive how and to what extent performance metrics and the urgency for change been

affected g Establish the impact of the above on the patient experience

Panelists include: Valery Tarver, Director Management Engineering and Process Improvement, The Ohio State University Wexner Medical Center

Charles Debusk, VP Performance and Process Improvement, UHS of Delaware

18:00 Chairman’s Close


Pre-Conference Workshop Day Monday September 26th 2016

08:30 Workshop A: Beyond Automation: BPM and the Transformation of Enterprise Technology

You count on technology to make your business more agile, compliant, and customer focused. You’ve heard that advances in mobile and cloud will drive new ways for you to engage your customers, empower your sales force, and take advantage of emerging opportunities. How frustrating it is, then, to discover that familiar problems like a growing IT backlog and a swollen portfolio of legacy applications still have a stranglehold on your ability to respond to—much less anticipate—market conditions.

At the heart of these problems lies the stubborn persistence of the corporate technology paradigm: buy a packaged solution and live with its limitations; or hire expensive, hard to-find programmers, and embark towards building a custom application from scratch.

In this session, attendees will:

g Discover how BPM has grown from a technology of automation to one of transformation

g Hear how to deploy highly customized, responsive applications, without relying on scarce programming resources or requiring numerous vendors’ packaged applications

g Identify how to leverage the changing enterprise development paradigm to positively impact the relationship between the business and IT

Session facilitated by BP Logix

11:00 Workshop C: Back to Basics: Building an Integrated Business and Process Excellence Framework that makes sense for your organization

Still relatively new to the world of process improvement within your organisation? Or perhaps you are more mature but in the whirlwind of competitive pressures, restructures, M&A activities, you need to take stock and reset? In this session, you will go back to the roots of process and performance excellence, and discuss how to achieve excellence both strategically and tactically.

In this session attendees will:

g Understand the basics of different Business and Process Excellence Frameworks, and how to blend different methodologies and tools for performance improvement

g Determine how to leverage an integrated business framework as a platform for business improvement through continuous improvement, breakthrough problem solving and quality by design

g Discover how to become a Learning Organization for consistent peak performance

Session facilitated by the Quality Group

08:00 Registration & Coffee

Personalize your agenda throughout the day, and sign up for the sessions most relevant to your business needs

10:30 Morning Networking Refreshments

OR Workshop B: Are you listening?: Embedding the Voice of the Customer into process design deliver first-class experiences and long-term customer loyalty

There are more platforms than ever across which customers can voice their grievances or sing their praises. The most innovative and successful companies today are the ones who have learned to listen to this feedback. Are you listening to your customers?

Don’t miss this workshop if you need tips on how to:

g Gather customer feedback across multiple channels and touch points to gain a holistic view of customer pain points

g Pinpoint relevant stakeholders, processes and business enablers that will enable change and create opportunity

g Develop and implement a customer-centric process improvement plan

For updates on the session facilitator, visit www.businessperformanceexcellencesummit.com

OR Workshop D: Product Innovation: A lean process or learning process?

Lean innovation, unlike conventional product development approaches, embraces a philosophy of not letting perfection get in the way of progress. With a focus on rapid trial-and-error cycles and the Pareto principle, it creates a better environment for learning, however the pace it moves means often valuable learnings are lost along the way!

In this workshop you will discover how to:

g Effectively debrief and capture learnings from both successful and failed product launches

g Apply these learnings to the creation, evaluation and testing of new products

g Ensure learnings from lean innovation are transferred to product development teams to reduce time-to-market and profitability of future product launches





18:30 Close of Workshop Day

14:00 Workshop E: Looking to the Future: How to Build a Digital Workplace Today for Tomorrow

We all know the importance of digital transformation in achieving process excellence, but is your organization struggling to keep up with the pace of change required by numerous departments, teams, and processes? Today, rigid legacy tools or hard-to-customize point solutions can take months or years to implement and simply do not match the needs of your teams – leaving the majority of your workforce’s day-to-day outside the digital workplace. Let’s fix that!

In this interactive session you will:

g Discover how to digitally transform your whole organization to increase your competitive advantage and super-charge your productivity levels

g Determine how to capitalise on low-code to drive efficiency in a fast, flexible, and easy way

g Develop a roadmap to ensure no process inefficiencies are left in your digital workplace journey

Session facilitated by Quickbase

16:30 Workshop G: Translating Big Data into Big Improvements for your process improvement programmes

The ability to deliver the right data, to the right employee at the right time is the cornerstone to any successful business decision. But democratizing access to information is only of value if your employees understand how to ask the right questions

In this session, you will gain tips on how to:

g Identify the systems and processes required to draw greatest benefit from your data, whether Big or small

g Effectively break down information silos and combine data from differing technical environments to identify areas for improvement

g Integrate insights into new process design and delivery to ensure each one adds tangible business benefits


OR Workshop F: Making Better Business Decisions: Joining BPM and DMN to build better business processes

A combination of Business Decision Management (BDM) and Business Process Modeling (BPM) can create comprehensive, agile enterprise solutions. The OMG’s recent publication of the Decision Model and Notation (DMN) provides a new industry standard, allowing decisions to be modeled. Previously, elements of the decision had to be introduced into and spread across processes, creating unnecessary complexity. Processes respond to the outcome of the decision so modeling decisions create clarity in what the process must do to be compliant.

In this session, attendees will:

g Uncover the Seven Steps of Decision and Process Discovery to develop slick informational models and interpret data effectively

g Discover how to leverage Decision Management to strengthen the accuracy of decisions and create greater agility by exposing the data and logic

g Hear practical applications of how decision models can be used to simplify process models across supply chains, predictive maintenance and other business needs

Session facilitated by Signavio

OR Workshop H: Capitalising on robotics to automate processes and improve enterprise-wide efficiencies

RPA and potential future cognitive computing capabilities are innovations poised to transform many transactional-based processes, and may over the next couple of years fundamentally change the nature of work. So what does this mean for the PEX professional? In this workshop you’ll discuss the potential benefits and applications of robotics, whether intelligent or otherwise, and crucially:

g Identify which processes are potential candidates for robotics

g Understand key pitfalls to avoid to ensure enterprise-wide buy in for RPA implementation

g Assess the security, financial and labor management risks of implementing an RPA strategy



Conference Day One Tuesday September 27th 2016

07:30 Registration and Coffee


08:20 How Verizon leverage process excellence as a platform for strategic innovation

The telecoms industry is one of the most rapidly changing in existence, with CSPs attempting to become the digital service providers that modern consumers demand. In this presentation, you will discover how Verizon have embedded innovation and continuous improvement as a core component of their process excellence activities to increase business agility and keep up with evolving customer needs.

What will you learn?

g Hear how to link innovation projects back to the strategic goals of your business to achieve buy-in from all stakeholders

g Discover how to leverage design thinking techniques to co-create new products and processes with different business units across the enterprise

g Establish how to strike the balance between enterprise-wide process standardisation and localised flexibility to encourage continuous improvement, innovation and knowledge sharing

Sisir Padhy, VP Process Excellence and Innovation, Verizon

09:00 Launching and Pivoting Pacific Gas & Electric’s Enterprise Change department; Three Years On

PG&E’s enterprise change department today consists of over 30 change leaders and runs over 100 transformation programs across differing lines of business; however it’s taken 3 years to reach this point! In this session, hear how PG&E have moved from a ‘tin cup’ approach to winning funding and work, to being seen as an elite taskforce for delivering complex work


g Establish how to build a start-up function within an established business, and deliver quick wins to display value to key stakeholders across the enterprise

g Discover how to build and train business leaders on a consistent change management methodology that will enable self-sustaining business operations

g Discuss the pivot between seeking change management work and turning it away, and how to work effectively with business strategy teams to prioritise projects and ensure greatest ROI

Joe Rafter, Senior Director Enterprise Change, Pacific Gas & Electric

09:40 Interactive Panel Discussion: 2016 – the year of the robot?

In this interactive Q&A-based session, RPA experts will share their experiences of implementing these new technologies, giving you the chance to learn from their successes and setbacks, and arming you with the information you need to get the skeptics within your organization bought in


g Identify which processes can benefit most from automation, and which require more human qualities

g Discover how to ensure your RPA and process engineering teams work closely together to ensure opportunities for RPA are capitalized on

g Determine how to effectively manage the interfaces between automated functions and human activity to ensure seamless process performance

Panelists include: Ryan Dunn, Director RPA and Project Management, USAA

Candy Conway, VP Service Delivery, AT&T

10:20 Networking Refreshments


Culture & Capabilities

13:30 How Starwood have made process and performance improvement part of their cultural DNA

Starwood Hotels’ North-America-wide Lean & Six Sigma initiatives were born in the year 2000, and have grown significantly over time. This presentation explores the evolving tools and methodologies utilised, and how the program has moved from low-hanging fruit and quick-win scenarios to embedding performance improvement into long-term business strategy, despite tough economic conditions and future M&A activity.


g Establish how to align performance improvement initiatives with overarching strategy to gain C-suite and company-wide investment for projects

g Identify how to internally ‘sell’ and position your OpEx and performance teams to the wider business to increase demand for support and the desire for improvement

g Determine how to develop a robust project handoff process to business owners to ensure sustainable change and embed performance excellence into the DNA of the business

Brian McGuire, VP North America Operations, Starwood Hotels

Sally Toister, Director Lean & Six Sigma – North America, Starwood Hotels

10:50 Performance Excellence Interactive Discussions

Take the opportunity to discuss some of the key themes from the conference in more detail with your expert speakers, facilitators and peers. With each discussion limited to just 15 participants, make sure you sign up in advance to secure a seat at your preferred session!

Process innovation

How can you prevent the strive for excellence hampering innovative change?

Enterprise agility

How can you develop a flexible and ambidextrous operational framework to meet future business needs?

Digital transformation

How can you build a digital workplace to remain competitive in 2016 and beyond?

Big Data

How can you gather and leverage deep insight into process performance to drive value-adding change?

Automation

How can you leverage robotics and cognitive computing capabilities to speed up enterprise transformation?

Cultural change

How can you make operational excellence and continuous improvement ‘business as usual’?

Enterprise collaboration

How can you break down silos and share information to foster innovation and improvement?

Customer centricity

How can you gain an outside-in view of enterprise performance to improve customer-facing processes?


Enterprise Innovation

How Lincoln Financial Group bring public and controlled innovation into the heart of enterprise operations

The world of finance and insurance has never traditionally been seen as innovative; however with increasing cost pressures and customer expectations, change is vital to continuous enterprise performance. This session will cover how Lincoln’s continuous improvement team help their various business units to unhook from their current anchors and think differently about solutions to business problems, to enable consistent sustainable enterprise change.


g Learn facilitation and structured thinking techniques to enable controlled, sustainable innovation and solve specific business problems

g Hear how to build a reward and recognition structure for the crowdfunding of internal ideas to break business inertia and encourage more general enterprise-wide innovation

g Establish how to build solutions around the innovative ideas of employees from different business units to ensure their continued engagement and make every change sustainable

Rizwan Khan, VP and Head of Enterprise Continuous Improvement, Lincoln Financial Group


14:50 Establishing Centres of Excellence to increase enterprise-wide performance and capability

g Identify how to establish Centres of Excellence to define and evangelise best practice, and benchmark cross-functional capabilities against these

- To what extent is process governance the responsibility of the CoE?

g Learn how to ensure your CoE moves from instruction to training, and training to coaching to enable seamless inter-departmental knowledge sharing and upskilling

g Discuss how to leverage your CoE as the driving force behind a culture of continuous capability improvement

For updates on your session leader, visit http://www.businessperformanceexcellencesummit.com/

How Vodafone Global Enterprise gamify innovation to drive global intrapreneurship

g Here in the Valley the innovation bug is hard not to catch, but how can you ensure this is effectively extrapolated across your different operating countries? In this session you’ll hear how Vodafone Global Enterprise built their global network of over 50 innovation champions around a central team of just 4 people, and how they are using these projects to drive increased customer engagement, productivity and profitability.


g Discover how to generate a culture of ‘intrapreneurship’ within your organization

g Identify the metrics and mechanisms you can use to track the performance of your innovation function

g Establish how to gamify innovation to encourage enterprise-wide adoption and investment of new ideas

Shannon Lucas, Director Innovation, Vodafone Global Enterprise

14:10 How Anthem’s Business Improvement Group engage key stakeholders to deliver sustainable change

It’s common knowledge that aligning improvement and innovation priorities with strategic goals is a great way to get buy-in at the start, but sustaining that support and willingness to change is a whole different ball-park! This presentation will discuss how Anthem rebuilt their Business Improvement Group (BIG) based on business acumen and adaptability, not just OpEx skillsets, to ensure effective communication of new ideas and approaches across the business and deliver sustainable change.


g Discover how to move improvement activities from simply cutting costs to driving change aligned with key business priorities, and adding value to the business

g Determine how to leverage your improvement function to work with different business units to realize and action the suggestions of your innovation team

g Discuss how to flex your approach to effectively influence and inspire sustainable change amongst different leadership teams and departments

Melissa Miller, VP Business Improvement Group, Anthem

How Boehringer Ingelheim move from pilot innovation program to enterprise transformation

External hires are a great source of fresh and innovative approaches to business problems, having built up expertise at a similar organization elsewhere. However, convincing senior management that their new idea will work is no easy task. In this presentation, you’ll hear how Boehringer Ingelheim are piloting their new production system to prove its value, and embed new ways of thinking into the workplace.


g Hear how to build a business case for piloting a new approach based on the results of innovative programs from outside your organization

g Discover how to gain buy-in from key stakeholders to give your pilots the best chance of success

g Establish how to move from pilot to performance, and roll out successful projects at a global level

Fabio Garaycochea, Head of Business Process Excellence – US Operations, Boehrinfger Ingelheim

I look forward to hearing how others balance agility and governance - I’d like to be able to move faster, but we are limited by our capacity for change

Johnny Johnston, SVP Gas Business Enablement, National Grid, Speaker 2016


15:30 Interactive Solution Insight Session

Time to head out to the exhibition floor for this structured networking and learning session, where you’ll hear from the technology and solutions experts that have the answers to your specific change or implementation challenges. Hand-pick up to 5 short presentations to attend and find out in just 5 minutes whether you could benefit from a future business relationship with a specific provider


16:40 250 to 1: Simplifying operations at National Grid

Like many businesses, National Grid has grown through M&A activity, leaving multiple legacy process frameworks and IT systems behind. In this presentation, you’ll hear how they have undergone an enterprise-wide process mapping and re-evaluation exercise, and are integrating legacy systems and processes to improve efficiency and deliver a clear, standardized experience for employees.

What will you learn? g Discover how to integrate systems from multiple merged/acquired legacy businesses to achieve enterprise-wide standardization g Determine how to augment process mapping with visual performance and lean management capabilities to build a robust and agile performance excellence strategy g Discuss how to leverage the results from early simplification pilots to deliver enterprise-wide simplification and improvements

Johnny Johnston, SVP Gas Business Enablement, National Grid

17:20 Interactive Panel Discussion: How can you develop a business culture in which process improvement and innovation can flourish?

In this interactive panel discussion, performance professionals from across multiple industries will share their advice on how to successfully engage all areas of your business with process improvement initiatives

What will you learn? g Discover how to ensure process improvement is seen as not just a cost-cutting exercise but a value-add to the business g Determine how to break down silos, politics and protectionism across the enterprise to enable innovative and transformative decision making g Establish how to break down the terminology and jargon of the process professional and use “business speak” to engage all levels of the business with your efforts g Hear top tips for ensuring continued C-suite engagement and investment for process improvement and innovation

Panelists include: David Endre, VP Business and Process Improvement, Caesar’s Entertainments Elizabeth Douglas, President and COO, WikiHow Anna Misheev, Global Operational Excellence Lead, Russell Ollie, Director Operational Excellence, General Motors Ali Aydar, CEO, Sporcle Uber

18:00 Quick-Fire Performance Excellence Strategies

In this session, six speakers will each have up to six minutes to share a new way of working or strategy. They can use any media they like to get information across to the audience – the only rule: no Powerpoints! Delegates will then vote via their conference apps for both the most engaging speaker as well as the most innovative new idea

Speakers include: Deborah Lindway, Director Enterprise Lean Six Sigma, KeyBank Denis Jaquenoud, COO, Pacific Union

18:30 Chairman’s Close & Networking Drinks

It’ll be great to deep-dive how companies are overcoming challenges regarding the desired pace of change and improvement

Ryan Dunn, Director RPA & Project Management, USAA Speaker 2016

All of the speakers and presentations were good and effective – I got some great takeaways

Customer Quality Manager, Zebra Technologies Delegate 2015


Conference Day Two Wednesday September 28th 2016

08:00 Registration and Coffee


08:40 Interactive Panel Discussion: Operational Excellence and Innovation - Evil Twins or a Match Made in Heaven?

This discussion will bring together innovation and operational excellence departments to discuss the frustrations and tensions that can often arise between these two areas, and define potential synergies and ways of working together to drive continuous improvement across the organization. Bring along your process innovation challenges to pose to these experts and go home ready to inspire your colleagues to drive radical change across your business!

Panelists include:

Rizwan Khan, VP and Head of Enterprise Continuous Improvement, Lincoln Financial Group

Sisir Padhy, VP Process Excellence and Innovation, Verizon

Swetal Desai, VP Business Process Improvement, HPE

Scott Paape, VP Rapid Continuous Improvement, Dr Pepper Snapple

Moderated by SIT Partners

09:20 How Peter Drucker Made Organizations Successful and You Can, Too

Peter Drucker was one of the most remarkable geniuses of our time. He was a teacher, a writer, and a social ecologist. Organizations made millions following his counter-intuitive advice. As his PhD student, he taught me things about making organizations successful that I never knew. Using his methods I became an Air Force general and led numerous organizations in and out of the military successfully. In this session you will learn:

g The basic decision every would-be leader needs to make

g How to abandon profitable products, practices, and businesses to become successful

g How to solve problems not with your experience and knowledge, but with your ignorance

And much, much, more

Dr. William A. Cohen, President, CIAM, Author of Peter Drucker on Consulting

10:00 Moving out of start-up mode – the Snap Kitchen Story

Snap Kitchen, the one stop healthy meal shop, today has 40 stores across a few key cities, and is valued at around $86million. However in just a few years, they are looking to more than quintuple this to 200-250 stores and become a $500million operation. This session focuses on their journey from start-up to established enterprise, and how to continue to deliver a personalised, customer-focused service for at a much wider scale.


g Establish how to develop scalable but robust operational frameworks that can be rolled out across multiple sites

g Discover how to maintain the speed of moving from vision, to strategy, to execution and deliver business agility at a large scale

g Discuss the principles of start-up thinking that you can apply in your business

Dale Easton, COO, Snap Kitchen


10:40 How Banc of California leverage OpEx to support and sustain rapid business growth

Over the past year, Banc of California has been the top bank for shareholders across the US, with a share value rise from $12-$20, leading to massive business growth. With rapid expansion comes a renewed focus on building robust and scalable business processes, and this session will focus on BoC’s journey to ensuring their processes and structures do not lag behind current and future business needs.

What will you learn? g Discover how to evaluate your staffing models and determine future FTE requirements to sustain a rapidly growing business

g Identify how to effectively map and document processes and policies to prevent knowledge dilution as your business expands

g Establish how to quickly move from projects to performance and strategically create subject matter experts across the enterprise to embed best practices into each new or growing department

Marvin Raymundo, SVP Continuous Improvement Operations, Banc of California


Silicon Valley Showcase

11:50 How Way.com strive for performance, and not product, perfection to scale up on the start-up scene

The start-up scene and venture capital landscape has changed significantly over the past 5-10 years –proven concepts, rather than ideas, are much more likely to win investment and scale up fast. In this session Sharada will draw on her 20+ years of experience working for organizations of varying sizes, and share key learnings of how to deliver performance excellence and proven concepts to investors in the start-up world.

What will you learn? g Identify which business fundamentals you can take from large scale multinationals when building a start-up, and which aspects are less important

g Discover why product and process perfection is not always required to build and grow a successful organization

g Establish how to identify what your customers really want to deliver targeted products and services and build a customer-centric business

Sharada Bose, COO, Way.com

12:20 How AnchorFree diversify products and propositions to ensure consistent enterprise growth

As a small to mid-size tech company attempting to secure a foothold in Silicon Valley, competition for talent and product differentiation versus some of the well-established giants can be tricky. In this session, hear how AnchorFree are leveraging their small size and agility to compete at a global level, and diversifying their product sets to ensure their business keeps growing

What will you learn? g Determine how to compete in the war for talent to ensure first-class product development

g Discover how to diversify your product sets to ensure continued enterprise growth in a crowded market

g Establish how to leverage product success in the B2C market to develop an attractive B2B market proposition

Michael D. Geer, COO, AnchorFree

12:50 Rotating Innovation Tables

In this session, delegates will split into groups, and a different challenge will be posed to each table, which they have 12 minutes to address and write a response to. Delegates will then move to the next table, where they will have 9 minutes to develop the ideas of the previous group. This will continue with 6 at the following table and 3 at the final. Delegates will then return to their original table and feedback their combined solutions to the floor.

13:15 Lunch


Enterprise Collaboration

14:00 How MassMutual leverage collaboration and collective intelligence to drive innovation and performance excellence

Avoiding information overload whilst providing employees with the insight they need to drive business agility is a complex balance to strike. In this presentation, you’ll hear MassMutual Financial Group’s approach to knowledge management, and how a collective intelligence culture within MassMutual’s IT function has already improved ROI of IT investments by 20%.


g Establish how to leverage AI and cognitive science to better understand the connection between different activities, and empower employees with the knowledge they need to drive improvement and innovation

g Hear how to design and implement a communities of practice framework to ensure employees have access to the projects and data most relevant to them

g Discuss how to employ a collective intelligence approach that includes the voice of all employees to deliver successful culture change

Gopika Kannan, AVP Knowledge and Innovation Practices, MassMutual Financial Group

14:40 Enterprise collaboration – From IT solution to business-wide strategy

g Identify the potential impacts of enterprise collaboration implementation on productivity, innovation and time-to-market

g Determine how to navigate the sea of tools and approaches to build a holistic collaboration strategy that works for your business

g Establish how to build on the ‘human’ factor to encourage adoption of collaboration tools across the enterprise to ensure the greatest business impact and ROI

g Discuss to what extent social media should be incorporated into your collaboration strategy, or to what extent it blurs the lines between workers’ professional and private lives

g Learn how to ensure seamless integration of collaboration tools to prevent multi-tasking and context switching from decreasing productivity

For updates on your session leader, visit http://www.businessperformanceexcellencesummit.com/

Enterprise Visibility & Analytics

Discover how to align process with business intelligence to increase visibility and optimise long-term performance

g Determine how to align your process and business intelligence metrics to gain continual feedback and gain a holistic view of process performance in near-real-time

g Learn how to leverage this enhanced view of process performance to model the effects of specific process changes on business results and make data-driven decisions

g Establish how to leverage structured and interoperable architectures across your business to deliver this closed-loop performance analysis and enable continuous improvement

Yasmine Ndassa, Senior Director Process Analytics, Comcast

How Commerce Bank measure the effectiveness of BPM to prioritize projects and deliver optimal business impact

Commerce Bank’s BPM practice has matured significantly over its 5-year history, and today rather than pitching business units for work, sometimes has to turn it away! This session will focus on how they have therefore improved the way they track the benefits of BPM to different business problems, to ensure resource is spent delivering greatest business impact


g Identify how to calculate the direct and indirect financial benefits of applying BPM to different business problems

g Determine how to use this analysis to prioritize improvement projects based on the most pressing enterprise requirements

g Hear how to partner successfully with similar IT groups across the business to consolidate efforts, spread workload and ensure enterprise-wide systems and process consistency

Christy Hartner, Senior Vice President BPM, Commerce Bank



Customer Centricity15:50 How eBay embed the customer into the heart of enterprise operations As customer expectations continue to rise, so does the level of service you need to deliver.

In this session, you’ll hear Steven’s journey from OpEx to customer experience, and now to his current role fixing some of the eBay buyers and sellers’ greatest pain points.

What will you learn? g Establish how to leverage customer journey maps to identify what customers really want,

rather than what employees think they want g Discover how to leverage Voice of the Customer and feedback tools to develop

customer-centric products and processes g Identify how to build improvement strategies around the greatest customer pain points

to improve long-term satisfaction Steven Carle, COO Global Shipping, eBay

16:30 How American Water leverage direct feedback and journey mapping to build a trust bank with their customers

As a market monopoly, it can be easy to rest on your laurels and care little for customers – what other choice do they have? However, American Water have taken a different attitude: building up a trust bank with customers will help stave off future competition, and also induces forgiveness if things ever do go wrong! In this session you’ll hear how bringing customers and businesspeople together for open discussions and feedback sessions has already driven major improvements at American Water, and will continue to do so in the future.

What will you learn? g Discover how to leverage customer feedback to identify which processes customers

care most about, and prioritize process improvement plans accordingly g Establish how to develop journey maps and co-create new processes directly with

customer focus groups g Identify how to leverage these journey maps to identify and fix the high-volume front-

end processes that if fail, could have the greatest negative impact on customers Robert Quinn, Senior Director Process Excellence, American Water

17:10 How Freedom Mortgage gamify BPM to deliver service excellence for customers There are many benefits to BPM adoption, however to realise the full business benefits,

both in terms of enterprise performance and customer satisfaction, employees need to want to deliver! In this presentation you’ll hear how Freedom Mortgage have gamified their award-winning BPM implementation as a carrot rather than stick approach to delivering service excellence for the end user customer.

What will you learn? g Identify how to engage all areas of the business with BPM to improve both internal and

customer-facing processes g Discover how to leverage gamification of BPM to reward employees for achieving their

goals to optimize enterprise performance and enhance the customer experience g Hear how to use gamification to generate a culture of collaboration and continuous

customer experience improvement Alan Hester, SVP Service Excellence, Freedom Mortgage

Enterprise Agility Establish how to leverage the cloud for real-time business performance and agility g Discover how to capitalise the infrastructural elasticity of the cloud to drive enterprise

agility and performance excellence g Evaluate differing cloud deployment models and hybrid approaches that meet the

needs of your business g Determine how to link IT and commercial requirements to ensure the greatest impact of

cloud technologies g Assess the potential role of your IT department as enterprise agility and change leaders For updates on the speaker panel, please visit www.

businessperformanceexcellencesummit.com

How AkzoNobel balance stability and flexibility to improve capacity whilst effectively responding to changing business needs

In the world of chemical production, standardization has long been the preferred method of reducing costs and increasing productivity. However, sometimes you need to make exceptions to this rule to drive innovation in the long term!

What will you learn? g Discuss the link between an engaged workforce and improved capacity and innovation

and how to reconcile this with the need for enterprise-wide standardization g Establish how to work closely with corporate finance to quantify the value of each

project on bottom-line performance and identify whether standardization or flexibility is required

g Determine how to generate a continuous improvement culture to ensure continued capacity optimization and workforce change responsiveness

Victor Vizzuett, Director Continuous Improvement and Project Management, AzkoNobel

How RWE embed innovation and agility into the DNA of the enterprise Like a large-scale organization, DNA is made of millions of tiny parts, so in order to

embed change into the DNA of an enterprise, there are potentially millions of factors and stakeholders to consider! In this presentation you’ll learn why and how RWE set up their Silicon Valley New Ventures team, and how they are using this as a platform for widespread enterprise change.

What will you learn? g Hear how to take a start-up approach and completely rethink the way you build

products and processes, to reduce costs whilst delivering better customer and employee experiences

g Establish how to take senior leadership on the innovation journey to ensure they are invested in new ideas from the start, and change is successfully adopted

g Discover how to build new data-driven business models that will enable you to compete in 2020 and beyond

Andreas Berger, SVP Global Innovation & Co-operation, RWE

17.50 What’s Next for Operational Excellence? So you’ve found an OpEx strategy that has been working, and delivering consistent results. But in an era of digital disruption, IOT and social media what is operationally excellent today may

be little more than average tomorrow! As we move towards the end of the conference, this interactive panel will enable experts share how they have achieved their current state of play, and discuss the next steps they are taking to drive innovative change and growth

What will you learn? g Assess the success factors for operational excellence in 2016 and beyond g Discover new business and service models that are likely to emerge in the future g Identify key actions you can take now to drive innovative and value-adding change Luis Wu Cuan, Sr Director Operations Excellence, SunEdison Nancy Scott, VP & Global Head Legal Process Excellence, AIG

18:30 Chairman’s Close and End of Conference


Reasons you should sponsor Business Performance Excellence USA 2016

Pre-Event On-Site Post-Event

Thought Leadership

g Whitepaper email marketing

g PEX Network newsletter placement

g Client-led keynotes & testimonials

g Workshops and Discussion Groups

g Tech demonstrations

g Whitepaper/presentation placement on PEX Network or the event site

g Presentation marketing to other events in the series

Lead Cultivation

g Targeted delegate acquisition campaigns

g Prospect listing

g On-site introductions

g Private lunches and breakfast briefings

g Evening networking sessions

g Email introductions

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g Access to PEX Network community

Brand Awareness

g Online presence on event website

g Listings and logos on all event materials

g Lanyard / App / VIP Room sponsorship

g Literature seat drops and flyer handouts

g Post-event emailg Survey sponsorshipg Social media

marketing

On the basis of sponsor and delegate feedback, PEX Network have embraced a more flexible and consultative approach and innovated our platforms, marketing channels and service delivery. This is all because we are dedicated to ensuring a return on our sponsor’s investment, and as such want to work with you to build bespoke packages that are tailored to your individual goals.

We offer a comprehensive range of platforms, media, networking opportunities and marketing channels to deliver your objectives. In consultation with our expert team, you can mix a variety of activities that meet your specific business development needs:

Thought leadership – showcase your experiences and key differentiators

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Networking – Maintain existing relationships and make new contacts

What did past PEX Network sponsors think?

Utilising The Process Excellence Network has added significant value to i-nexus. Working with the PEX Network team to reach out to our target audience has proved very

effective and has allowed us to raise awareness of the i-nexus brand and educate the market on the emerging discipline of Business Execution. As such I would not hesitate to recommend working with PEX Network and plan to continue using this platform for driving new business in the future.

Marketing Manager, i-nexus

We have been working with PEX for many years and it’s been a great partnership.

CEO, The Quality Group

“This event has been invaluable for productive networking. It gave us the opportunity to meet

with peers - and allowed my team to further current partnerships and have conversations which probably would not have occurred otherwise

Vice President, Global Leader - Operations & Supply Chain Consulting, IBM Global Business Services


BP LogixProcess Director from BP Logix combines intelligent BPM and dynamic case management into a single innovative solution. Process Director enables you to rapidly develop sophisticated business applications without programming. Process Director is available in the cloud or in your data center, featuring an intuitive user

interface that is browser-based and mobile-friendly. Driven by Process Timeline™, a unified platform for both structured and ad hoc processes, Process Director offers unmatched efficiency and business insight. Process Director is also available to technology partners on an OEM basis, enhancing existing solutions with the capability and flexibility of an innovative and powerful BPM platform.

www.bplogix.com

iGrafxiGrafx process management and analysis solutions empower organizations to achieve maximum performance. iGrafx captures and communicates the alignment of strategy, people, processes and technology, and unites the entire

organization around delivering business value. iGrafx delivers strategic and operational decision support to enable our customers to become and remain world class competitors. For over 20 years, iGrafx products and services have been helping companies of all sizes across the globe manage their processes and optimize their business. For more information, please visit www.igrafx.com

www.igrafx.com

Pacific InternationalPacific provides leading national and international businesses with executive search and recruiting services in people, process or technology change and strategic transformation leadership positions. With decades long pedigree and years of intellectual capital, Pacific’s growth has been driven by our passion for bringing together talented professionals and innovative organizations.

Our agile executive search and recruitment methodologies deliver effective results to clients across multiple industry sectors including Financial Services, Energy, Manufacturing and Information Technology. Exclusive service is the essence of our ‘Business Class Recruitment’ offering, understanding your organizational objectives, operations, values and culture to deliver the professionals you need to get the results you want. Our in-house researchers undertake detailed market research while our existing network of relationships are a key part of our search process. Final quality assurance is delivered by our pre-screening video interviewing service which allows our clients to view a range of shortlisted candidates answering bespoke questions alongside their CV or resume and consultant notes on candidate delivery track-record.

Operating from the US, UK and Australia, Pacific’s staff and network have facilitated over 350 Change initiatives in 26 countries, demonstrating true international reach and uncompromising quality.

www.pacific-international.com

SignavioSignavio is the world’s first integrated platform combining both Business Process Management (BPM) and Business Decision Management (BDM). The Solution provides an ideal environment for modeling, analyzing and improving your business processes and decisions. Signavio helps you to reduce risks, while increasing

compliance and transparency throughout your organization. Register for our free 30 day BPM trial at www.signavio.com/try or stop by our booth and say hello!

www.signavio.com

OpusWorksOpusWorks® by The Quality Group provides blended learning solutions for Process Improvement (Lean, Six Sigma, Project Management). Our revolutionary Learning Deployment Platform, OpusWorks®, powers the creation, customization, and distribution of all our products and services.

OpusWorks® courses feature compelling interactivity to engage adult learners and a full suite of tools to support instructors and deployment leaders. We proudly serve a diverse client base, including corporate clients, government agencies, hospitals, and academic institutions. Our superior content, the expertise of our Master Champion Black Belts, and the personal attention provided by our team ensure effective knowledge transfer, rapid results and sustainable culture-change.

www.opusworks.com

QuickBaseQuickBase is focused on helping businesses of all sizes drive productivity and digitally transform their organizations. The platform’s unique low-code interface enables users to create custom applications faster and easier without learning

code. Today, QuickBase is used by more than 6,000 customers, including half of the Fortune 100, across a variety of industries and use cases.

www.quickbase.intuit.com

BizagiBizagi offers a intuitive BPM platform powering $10bn transactions for 500 enterprise customers worldwide. Bizagi disrupted the BPM market with its freemium model, an agile methodology delivering the first process into production in just 7 weeks explaining Bizagi’s 100% project success rate. Bizagi is headquartered in the UK with

offices in Europe, Latin America and the US.

www.bizagi.com

Check-6Check-6 is the only operationally-proven solutions partner with elite military leadership experience that embeds people, processes and technology to deliver the lasting results that matter to you. Check-6 brings 100+ years of best practices and operational experience in continuous improvement from military aviation, commercial aviation and Navy nuclear-powered operations. Check-6 implements practical onsite solutions in process, leadership and team behaviors that accelerate positive results in productivity,

cost reduction and safety.

IBMIBM is a globally integrated technology and consulting company headquartered in Armonk, New York. With operations in more than 170 countries, innovation is at the core of IBM’s strategy. IBM’s cognitive business operations are processes and decisions that can help your company sense, respond and learn. Business

operations infused with cognitive capabilities capitalize on data to heighten awareness of workflows, context and environment. Cognitive business operations continuously learn, yielding more accurate forecasting and greater operational effectiveness—and decision making at the speed of streaming data. Learn more at http://ibm.biz/cognitivebusinessops

Sponsor Profiles


Sponsor Profiles

CANEA ONEFrom Strategy To Execution: From Strategy - CANEA ONE first helps your organization map its strategic goals and objectives. Then through its integrated platform it helps you keep track of key performance indicators, key resources, key projects, and key

organizational processes. To Execution - CANEA ONE helps your organization build an efficient, fully automated way of doing business. Whether its automated workflows, improved analytics or improved project management CANEA ONE will make you a better company.

www.canea.com/it-solutions

SIT PartnersSIT stands for Systematic Inventive Thinking®, which is the name of both our company and the method we have developed to help organizations achieve their objectives through innovation.

Most business leaders have long agreed that in order to grow organically, innovation and creative thinking must be encouraged. Recently, leaders have come to recognize

that innovation is also crucial for breakthrough solutions to tough productivity and process management issues. SIT offers programs that help organizations develop the culture and practices through which innovation thrives. In these programs, we work with you to generate and implement ideas that are both innovative and practical; we teach skills that help you think and act differently in an effective way; and assist in designing the structures that will help innovation become consistent, systematic, and reliable.

SIT Ltd. is a privately owned company based in Tel Aviv, Israel, with offices or affiliates on 5 continents. Since 1995, we have worked in 69 countries in North and South America, Europe, Africa, Asia, Australia and the Middle East. Our most recent book, ‘Inside the Box’, has already been translated into 13 languages.

www.sitsite.com

Microsoft ProjectAt Microsoft, we work to help people and businesses realize their full potential. Solutions such as Microsoft Project and Visio help organizations, both big and small, prioritize investments, manage resources, and achieve executional excellence across a variety of initiatives. Project, built on Office 365 platform, offers a variety of best-in-class tools to helps teams collaborate, communicate

and make smarter business decisions. To fit the unique needs of our customers, Project offers a variety of flexible deployment options such as Online, On-premises or hosted.

www.microsoft.com/project

Microsoft Visio

Visio, the one-stop diagramming solution to simplify and communicate complex information, Whether you want to quickly capture a flowchart that you brainstormed on a whiteboard, map an IT network, build an organizational chart, document a business process, or draw a floor plan, Visio helps you work visually.

www.microsoft.com/visio

Hospital IQHospital IQ is the leading predictive analytics platform improving operational efficiency in hospitals through smarter data-driven planning and management. The company works with leading institutions such as Brigham and Women’s

Hospital to systematically align resources including staff, operating rooms and inpatient beds with patient flow. Hospital IQ’s automated business intelligence, “what-if” scenario modeling and real-time predictions empower executives to lower cost, reduce uncertainty and improve the quality of care within and across all major areas of a hospital. The company was founded by a veteran team of operations management and software engineers driven by a mission to improve hospital efficiency. The company is headquartered in Newton, MA.

www.hospiq.com


The PEX Network Promise

If you’re still undecided on whether to sign up or not, this is our pledge to you. Here at PEX Network, we make this promise for each and every event we run.

And we never make a promise we can’t keep.

What we will deliver

Cutting edge, informative first-hand case studies from Europe’s leading Director, VP and C-level process and operational excellence practitioners and strategists

An agenda that has been developed in consultation with 40+ of your peers – our focus is solely on covering the topics YOU want to learn about, and ensuring our events are created by OpEx professionals, for OpEx professionals

Opportunities to network with our vendor partners, who have been cross-checked with our speaker faculty and/or advisory board to ensure they really are best-of-breed providers who can help you address your current challenge

A dedicated pre-conference focus day with dynamic workshops on the topics chosen by YOU

A unique and innovative programme structure to break the monotony of Powerpoint presentations – participate in speed networking sessions, interactive discussion groups, ideaPitches and much more!

2015 saw team attendance from companies including:

g Participate in different stream sessions, workshops and interactive discussions for maximum learning

g Spend some time out of the office bonding and sharing ideas with your colleagues

g Collaborate and develop take-away action plans for your business

g Split the exhibition hall and make sure you meet with all our trusted vendor partners

g Hear sessions focused on leadership, team and employee engagement for new ideas to take home

g Benefit from exclusive group discounts:

- Groups of 4 or more booking at the same time from the same company receive a 10% discount.

- 7 or more receive a 15% discount.

- 10 receive a 30% discount.

It’s better when you attend in teams

Meet the Business Performance Excellence USA Team

Zoe Amos Event Director

[email protected]

Christopher Wagland Senior Campaign Manager

[email protected]

Luke Webber Head of Operations

[email protected]

Martina Simon Digital Marketing Manager

[email protected]

Vrinda Nathany Senior Marketing Manager

[email protected]

Zoe Hennessy Sponsorship Director

[email protected]

Juliana De Blanc Sponsorship Director

[email protected]

For speaking opportunities, contact:

For sponsorship opportunities, contact:

To register as a delegate, contact:

For press or marketing opportunities, contact:

For logistics enquiries, contact:

To engage with the PEX Network community, contact:


San Francisco: the Home of Business Performance Excellence USA

Decided to take an extra day or two out of the office? PEX Network have put together some of our favourite San Franciscan hotspots.

FOR CULTURE VULTURES

Golden Gate Bridge, likely the most photographed site in the city, connects San Francisco with Marin County and other districts further north. Opened on May 28th, 1937, the bridge took four years to build and at the time of its completion it was the longest suspension bridge in the world. The bridge, flood-lit in the evening, is approximately 2 miles long.

The notorious Alcatraz penitentiary, located on Alcatraz Island in San Francisco Bay, is one of America’s most infamous prisons. It operated for almost thirty years, receiving a total of

1,576 convicts in it’s time, including some of America’s most well known prisoners like Al Capone and the “Birdman”.

Your Stay at The Hyatt Fisherman’s Wharf

FOR NIGHT OWLS

Fisherman’s Wharf, home of BPE USA, was once the Little Italy of San Francisco, and is an area known for its shops, restaurants, and beautiful setting along the waterfront. Arrange a fishing charter, join a sunset cruise, visit Pier 39 or the Wax Museum, or simply stroll around and get a flavor for the city.

San Francisco’s Chinatown is both the largest outside of Asia and the oldest of its kind in North America. Almost completely destroyed in the 1906 earthquake, Chinatown was rebuilt

entirely in the Chinse style, with temples, theaters, workshops, small businesses, stores, antique and souvenir shops, teahouses and pharmacies with their old nostrums.

FOR SCIENCE BUFFS

The California Academy of Sciences in Golden Gate Park is both an architectural wonder and a multifaceted museum. This state of the art “green” building with a sustainable design has a 2.5 acre Living Roof, and contains a natural history museum, planetarium, aquarium, rainforest, and more.

The Exploratorium, whilst largely targeted towards children and families, is a premier science museum that can really be enjoyed by anyone. There are a huge number of diverse exhibits

covering various areas of interest, all of which are designed to educate and entertain.

The PEX Network team have been working hard to ensure your stay in San Francisco is as stress-free and comfortable as possible, and negotiated a great rate for all delegates, speakers and sponsors at the Hyatt Fisherman’s Wharf!

https://resweb.passkey.com/go/BPE2016

Why book using our link?

g Guaranteed best rate available at the conference venue

g No resort fee - Usually $25 per night!

g Automatically included in a prize draw to win complimentary upgrade to a Deluxe Suite for the duration of your stay

Please photocopy for each additional delegate

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Please note: if you have not received an acknowledgement before the conference, please call us to confirm your booking.

5 WAYS TO REGISTER

Venue: Hyatt Fisherman’s Wharf, San Francisco, CA

Accommodation: Travel and accommodation are not included in the registration fee. For the best rates available at the Hyatt Fisherman’s Wharf, please make your hotel reservations via the link belowhttps://resweb.passkey.com/go/BPE2016

VENUE & ACCOMMODATION

TERMS AND CONDITIONSPlease read the information listed below as each booking is subject to IQPC Ltd standard terms and conditions. Return of this email will indicate that you accept these terms. Payment Terms Upon completion and return of the registration form full payment is required no later than 5 business days from the date of invoice. Payment of invoices by means other than by credit card, or purchase order (UK Plc and UK government bodies only) will be subject to a $99 (Plus VAT) processing fee per delegate processing fee. Payment must be received prior to the conference date. We reserve the right to refuse admission to the conference if payment has not been received. IQPC Cancellation, Postponement and Substitution Policy You may substitute delegates at any time by providing reasonable advance notice to IQPC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labour strike, extreme weather or other emergency. Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered whether by IQPC (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer. Conference Audio: The purchase of any conference audio, video or digital recording on B2B Shop (www.b2biq.com) includes keynote, topic and panel sessions where the presenters agree to grant permission for their presentation/sessions to be audio and/or video recorded by IQPC and further agree to release all rights to IQPC related to the contents of the recording, its distribution, sale, reproduction, broadcast in whole or in part and without limitation or compensation. Please be aware that in respect of this IQPC cannot guarantee the inclusion of any or all sessions until after the conference has taken place. © IQPC Ltd. VAT Registration #: GB 799 2259 67

TELEPHONE: +44 (0) 20 7368 9809

FAX: +44 (0) 20 7368 9809

POST: YOUR BOOKING FORM TO IQPC, 129 WILTON ROAD, VICTORIA, LONDON, SW1V 1JZ

WEB: WWW.BUSINESSPERFORMANCEEXCELLENCESUMMIT.COM

EMAIL: [email protected]

2122

5.005

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Join our LinkedIn group: PEX Network & IQPC - Lean Six Sigma & Process Excellence for Continuous Improvement

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Start knowledge sharing and networking before the event!

(Please quote 21225.005 with remittance advice) Bank account details (GBP): Account No: 68882491 IBAN Code: GB11 MIDL 4005 1568 8824 91 Sort Code: 40 05 15Swift Code: MIDLGB22 Account name: International Quality & Productivity Centre Ltd.Bank: HSBC Bank Plc, 67 George Street, Richmond, Surrey TW9 1HG, United Kingdom

PAYMENT METHOD

Card Number: VISA M/C AMEX

Total price for your Organisation: (Add total of all individuals attending):

* To qualify for early booking discounts, payment must be received by the early booking deadline

Name On Card:

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City/County/Postcode Cheque enclosed for: $(Made payable to IQPC Ltd.)

Exp. Date: Sec:

Please Select your Workshop or Focus Day ChoicesWorkshop A Workshop B Workshop C Workshop D Workshop E Workshop F Workshop G Workshop H Healthcare focus day

Team DiscountsTeam of 4 - 6 10% on any ticketTeam of 7 - 9 15% on any ticketTeam of 10 + 30% on any ticket

Solution Providers & ConsultantsStandard Price - 2-Day Pass $3,599

End-Users Master Pass Business Pass Economy Pass PEX Exclusive – Exclusive lunchtime boardroom session with Conference Keynotes for the first 20 to register for a Business Pass

Early Bird - Book by Friday 24 June 2016 $2499 SAVE $1000

$2199 SAVE $1000

$1499 SAVE $1000

Standard Price $3499 $3199 $2499

Main Conference and access to Exhibition Hall 4 4 4

Access to conference app 4 4 4

Access to evening drinks reception 4 4 4

Membership to PEX Network online community 4 4 4

Post show access to presentations 4 4 4

Access to full workshop day OR Healthcare focus day 4 4

Exclusive breakfast briefing with keynote speakers (LIMITED AVAILABILITY) 4

Copies of 2015 presentation slides (Usual price $799) 4

Video recordings of PEX Week USA presentations (Usual price 299) 4

A la Carte - Add to any packages or purchase separately PriceAccess to workshop day only $849Conference presentations on B2B Shop at www.b2biq.com only $799Access to Healthcare day only (end user) $849Access to Healthcare day only (solution provider) $1699

Documents

BPE USA agenda - Full Agenda