09:30 Customer Experience – Winning The Triple Crown

MASTERCLASS A

How paying attention to your processes and the experiences they create can significantly reduce costs, improve revenues and enhance service.

What you will learn:

• How to uncover significant opportunities for improving processes permanently
• Four key ‘hands-on’ techniques that can be used and deployed immediately
• How shifting the focus to ‘outside-in’ can transform complex processes
• The means to redefine ANY process through the use of a proven, pragmatic method
• How processes can be harnessed for strategic long-term advantage
• How Performance Management can be linked to process to achieve successful outcomes
• The importance of the Business Process Professional in guiding your business to success

What you will take away:

• SIX hands-on toolkits
• Case study examples
• The process audit template
• Working pack and links to supporting resources
• Steve’s latest book
• A completely new way of looking at process!

Masterclass Leader:

Steve Towers
Founder & CEO
BP Group

Steve Towers is the founder of the Business Process Management Group (www.bpgroup.org) a global business network exchanging ideas and best practice in Business Performance Management, Transformation and Process Improvement. He works with many of the leading fortune 500 companies as a mentor, coach and sometimes consultant specialising in the implementation of performance improvement, process change and transformation.

Steve previously worked for Citibank where he led restructuring and business process transformation programmes both in the US and Europe.

14:00 Implementing A Lean Management System For Pharmaceutical, Biotech And Medical Devices

MASTERCLASS B

This Masterclass is aimed at Executives at the forefront of Lean Sigma deployment. It gives attendees the opportunity to learn, question and analyse key steps in the road to successful implementation of a lean management system and will focus in on key themes including how to:

• Create a long-term vision with supporting deliverables
• Deploy through all employees so they all understand their contribution to the vision and how they can practically impact the goal
• Create a visual management system to determine how to manage the business on a daily basis in order that the long term vision is achieved
• Determine and implement performance measures needed at all levels of the organisation
• Define the daily management review systems process both at a value stream and departmental level
• Determine how to construct reviews in order to spend time on improving the business and solving problems to root cause rather than just reporting status

Masterclass Leader: TBM Consulting Group