Breakouts

The breakout sessions for the 2018 Process & Performance Management Conference are categorized into five topical tracks. Attendees are not required to follow any single track and can move between tracks to choose the ideal combination of sessions to suit their needs.

Sessions are  blocked by the times offered. You may only attend one session per block, but follow-up materials for all sessions will be provided to conference attendees.

Wonder what's included in each track? Check out the track descriptions below

Schedule

  Aligning for Growth Driving Decisions with Data Managing and Improving Processes Preparing People for Change Aligning Improvement to District Goals
Block 1
Thursday
9:45 -
10:45 a.m.
Think Tank: 
Engagement & Buy-In with Leadership for Process Work

From Analysis to Action – Effective Decision Making Using Microsoft PowerBI

A Powerful Yet Lightweight Business Process Capability Framework  Engaging Employees and Driving Client Experience Through a Culture of Continuous Improvement Aligning a School System's Many Moving Parts
Block 2
Thursday
11:05 a.m. -
12:05 p.m.
Risk and Compliance around APQC’s Process Classification Framework (PCF)® Modeling Think Tank: 
Overcoming Data Challenges in Decision Making
Process Excellence with Business Rules and Decisions

The Second Why - Psychological Aspects for Successful Agile/DevOps Implementation

Adaptive Leadership

Block 3
Thursday
2:05 -
3:05 p.m.
You Can't Have One Without the Others: Knowledge, Process, and Change Management for Improvements Using Performance Management to Achieve Sustainable Cost Reduction The Biggest Change to Process Frameworks in Over a Decade - PCF® Dimensionality Fun at Work - How?! Create Business/HR Engagement to Manage Change Think Tank:
Leading Through Process and Adaptive Change
Block 4
Thursday
3:25 -
4:25 p.m.
Using Process to Support Growth Initiatives

Innovating to Transform a Culture and System

Which Service Do We Improve First? A Systematic Approach to Examining Value and Delivery to Prioritize Improvements Think Tank: 
Establishing Process Ownership in the Organization 
Transforming Public Education: Let's Do Something, Together 
Blcck 5
Friday
9:30 - 10:30 a.m.

The Digital Workplace and Skills for the Future

PMOs: Simple PCF Drawings to Improve the Marriage Between IT and the Business Managing the Customer Experience: End-to-End  Process Deployment: The Tripod's Second Leg Process Management and Improvement: The Forgotten Component of Organizations' Continuous Improvement Model

Track Descriptions

Track

Description

Key Topics
Aligning for Growth

This track focuses on business integration and supporting the strategic goals of the organization.

strategic alignment, organizational strategy, governance, business integration, critical knowledge, and risk

Driving Decisions with Data

This track focuses on analytics and managing organizational performance to meet goals and identify improvement opportunities. 

benchmarking, performance measurement, data management, predictive analytics, and data-driven decision making

Managing and Improving Processes This track focuses on the optimization of underlying processes and how to achieve more efficient results. defining and improving processes, continuous improvement, process frameworks, process maturity models, and the value chain
Preparing People for Change This track focuses on overcoming organizational resistance and engaging the workforce in change initiatives. buy-in, communications, the change journey, employee engagement, and organizational resistance
Aligning Improvement to District Goals This track includes the benefits of process improvement and aligning to the strategic goals in the education industry. process improvement, strategic alignment, stakeholder engagement, and continuous improvement

To help you decide what sessions to attend, session descriptors have been included for presentation focus and session type. The presentation focus gives you an idea of what the presenter will focus on during the session – i.e. a concept, skill, case study, interactive activity, or other. The session type lets you know if the session is going to be foundational, applied, or strategic. The session types are defined as follows:

  • Foundational: session provides a broad overview and understanding of a PPM program, skill, or technique
  • Applied: session focuses on the practical application of a PPM technique or approach with in-depth material or explanation
  • Strategic: session focuses on extensive application and implementation of a PPM approach, technique, tool, or innovation

Session Descriptions | Back to Top


Session Descriptions

Block 1 - Thursday, October 4 | 9:45 - 10:45 a.m.

Think Tank: Engagement & Buy-In with Leadership for Process Work

Thursday | 9:45 – 10:45 a.m. | Aligning for Growth
Facilitators: Christa Bol, UPS and Kendall Purohit, EY

Having leadership support helps drive the importance of a program, assists with accountability and establishes appropriate expectations. Process work does not produce a product or service, however, it does require significant investment and ongoing attention; so establishing this support is not easy. How do you effectively engage leaders and gain support for process work in your organization? Join your peers for this session to crowd-source the session content for sponsorship!

Track Descriptions | Schedule | Back to Top

From Analysis to Action – Effective Decision Making Using Microsoft PowerBI

Thursday | 9:45 – 10:45 a.m. | Driving Decisions with Data
Organization: APQC’s 2018 Exclusive Conference Sponsor - Rand Group
Presenters: Kevin DePree, Rand Group
Session Type: Foundational

To effectively manage, today’s business leaders need information from an ever increasing number of data sources. The volume, variety and velocity of data created by these sources makes traditional analysis tools ineffective. By the time critical data is exported from various sources, combined and analyzed, everything has changed. It is comparable to driving your car at highway speeds with only the ability to look through the rear view mirror. By the time you identify a problem, it has already had an impact on your business.

Join this session as Rand Group walks you through how to transform your business data into actionable intelligence leveraging products such as Microsoft Power BI by:

  • Addressing the challenges that businesses face today because of disconnected systems
  • Identifing the steps that it takes to implement data-driven decision making
  • Explaining how to use business analytics and visualizations in order to provide better business solutions

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A Powerful Yet Lightweight Business Process Capability Framework

Thursday | 9:45 – 10:45 a.m. | Managing and Improving Processes
Organization: ARRIS International
Presenter: Doug Palmer, ARRIS International
Session Type: Strategic | Presentation Focus: Concept, Skill, Tool, Case Study

A lightweight framework improves speed and requires minimal staff effort compared to traditional frameworks. During this session, ARRIS International’s Doug Palmer will share a lightweight business process capability framework that his organization uses to rapidly find and fix underperforming processes. It is truly the Pareto principle in action.

Join this session to learn how the framework incorporates several models and tools, including a:

  • practical capability model;
  • integrated process model that ties together process oversight, design, users, and technology;
  • process creation and launch model; and
  • illuminating set of heat maps that capture high, mid, and low-performing processes.

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Engaging Employees and Driving Client Experience Through a Culture of Continuous Improvement

Thursday | 9:45 – 10:45 a.m. | Preparing People for Change
Organization: CIBC (Canadian Imperial Bank of Commerce)
Presenters: Vikram Sandhu, CIBC
Session Type: Foundational | Presentation Focus: Concept, Skill, Tool, and Case Study

Achieving operational excellence can be attempted in a variety of ways, from building a Center of Excellence to training Black Belts or even driving improvement projects and programs. But, how do you build a grassroots movement and involve each employee in taking ownership of operational excellence? In this session, CIBC’s Vikram Sandhu will share his experiences working in banking and financial services that focused on engaging and empowering employees through building a culture of continuous improvement, wherein each employee contributes to delivering on the organizational vision.

Join this session to learn how to:

  • successfully leverage the power of every engaged employee,
  • improve your organization's processes and deliver better client experience, and
  • use examples from Vikram’s time at CIBC and other global organizations.

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Aligning a School System's Many Moving Parts

Thursday | 9:45 – 10:45 a.m. | Aligning Improvement to District Goals
Organization: Partnership for Deliberate Excellence, LLC
Presenter: Dr. Jerry Weast, Partnership for Deliberate Excellence, LLC
Session Type: Strategic | Presentation Focus: Case Study

During his 12-year tenure as superintendent of Montgomery County Public Schools, Dr. Jerry Weast led the high performing district to re-examine student outcomes. Dr. Weast relentlessly challenged the district to look at itself as a single entity with a pool of resources that should be allocated according to need.

The success Montgomery County Public Schools achieved over that 12-year period is a reminder that there are no quick fixes and that the work is never done. The processes that were developed and codified promoted the district's success and laid a foundation that would allow that success to continue - and evolve.

Join this session to learn how:

  • the strategic plan and initiatives were developed,
  • progress was measured,
  • professional development was integrated into this process of continuous improvement, and
  • family-school relationships were strengthened.

Session participants will gain an appreciation for the difficult but attainable goal of aligning a school system's many moving parts to create the conditions for student success, employee buy-in, and community support.

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Block 2 - Thursday, October 4 | 11:05 a.m. - 12:05 p.m.

Risk and Compliance around APQC’s Process Classification Framework (PCF)® Modeling

Thursday | 11:05 a.m. – 12:05 p.m. | Aligning for Growth
Organization: IBM
Presenters: Michael Melore, IBM
Session Type: Strategic | Presentation Focus: Concept and Tool

Legacy and traditional role and compliance solutions have failed in effectively associating business risk to business roles and functional roles. Solutions that traditionally define business risk to organizational and functional roles require never-ending risk reevaluation and maintenance as entitlements are added and removed from roles. Roles were designed as organization and reporting efficiency, they provide operations, administration structure and auditing oversight, they were never intended to be risk models.

This session will explore how IBM leverages APQC's industry-specific Process Classification Frameworks (PCF)® for their client's business risk and compliance reporting. IBM's innovative role and compliance solution marketed as Identity Governance Intelligence is designed for the business. It relies on risk modeling associated with business activities that are consistent with APQC's PCF framework. The lines of business understand process classifications and the toxic combinations of processes (business activities) and understand the business risk associated.

Join this session to learn how business risk can be:

  • identified, 
  • mitigated, and 
  • prevented through the use of the PCF.

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Think Tank: Overcoming Data Challenges in Decision Making

Thursday | 11:05 a.m. – 12:05 p.m. | Driving Decisions with Data
Facilitators: Ron Champion, Lockheed Martin and Bobbi O'Connell, Rockwell Collins

Join like-minded peers during crowd-sourced think tank sessions to explore ideas and gather lessons. Lightly facilitated by seasoned process professionals, participants will build on each other’s ideas for concepts that can immediately be taken back to the office!

Session Description: We are a digital society with enormous amounts of data at our fingertips, but there are a plethora of challenges to effectively using data to make well-informed decisions.  In this session, we will identify the groups’ most pressing challenge and share ideas, best practices, and lessons learned to overcome the challenge.

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Process Excellence with Business Rules & Decisions

Thursday | 11:05 a.m. – 12:05 p.m. | Managing and Improving Processes
Organization: Business Rule Solutions, LLC
Presenters: Ronald Ross, Business Rule Solutions, LLC
Session Type: Strategic | Presentation Focus: Concept, Skill, and Case Study

Traditional process models tend to bake business rules into the flow, but those rules will change. Baked in rules reduce agility. Using a simple case study, this session shows participants how to externalize business rules and avoid that trap. In a knowledge economy, more and more of the problems and opportunities lie on the smart side of processes—not mindless, routine work but rather the parts that require deliberation.

Business processes must effectively address decisions. It turns out that a decision perspective offers valuable insights for improving the quality of business processes and dramatically enhancing customer experience. Finally, what is the true relationship between business rules and decisions? Does one supplant the other? Do the spaces overlap?

Join this session to learn answers to these questions and:

  • how to model processes more effectively by externalizing business rules,
  • how to conduct business-driven decision engineering for processes, and
  • how to view trends in modeling operational business knowledge and processes.

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The Second Why - Psychological Aspects for Successful Agile/DevOps Implementation

Thursday | 11:05 a.m. – 12:05 p.m. | Preparing People for Change
Organization: Amdocs
Presenter: Roi Dishon, Amdocs
Session Type: Strategic | Presentation Focus: Concept, Skill, and Case Study

We all know how to explain failures. Analysis points out all the things that went wrong. We also know that a successful implementation is usually a result of a successful project; but, how do we explain why a perfect implementation results in an epic fail? Or, why sometimes an implementation that barely made any change and for sure doesn't keep the framework in place results in a great project?

At the end of the day, it's all about people; and, people have strong mechanisms that make them engaged and more efficient. We all want to have the halo around us. Some psychological theories can shed light on what we need to focus on, to make the right changes in the right places. In this session, Amdocs’ Roi Dishon will share the psychology beyond the frameworks and guidelines of Agile and DevOps. Through case studies you’ll learn what works, why it works and how to know you are on the right track. Only when combining theory and practice can we reach the real core of changes.

Join this session to learn:

  • the reasons that minor changes create significant impact,
  • guidelines to follow to make the dream happen; and
  • how Agile frameworks effect implementation.

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Adaptive Leadership

Thursday | 11:05 a.m. – 12:05 p.m. | Aligning Improvement to District Goals
Presenter: Ed Massey, Board Member, Boone County Board of Education

Adaptive leadership is the ability to discern between those problems that already have answers and those issues that require the creation of a solution. Leadership is dangerous. Most individuals fear loss more than they fear change. Adaptive leadership is a culture within a school that promotes people to adapt and thrive within challenging environments. Come learn how to exercise adaptive leadership to improve your individual or team function.

Join this session to learn:

  • How to decide if you have an adaptive problem in your school,
  • how to change the mindsets and beliefs with an adaptive situation, and
  • if the problem will require a new set of beliefs or mindset to approach a new solution.

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block 3 - Thursday, october 4 | 2:05 - 3:05 p.m.

You Can't Have One Without the Others: Knowledge, Process, and Change Management for Improvements

Thursday | 2:05 – 3:05 p.m. | Aligning for Growth
Organization: Rockwell Collins
Presenter: Bobbi O’Connell and Lynda Braksiek, Rockwell Collins
Session Type: Strategic | Presentation Focus: Concept, Tool, Case Study

What can you do when a lack of role clarity negatively impacts the productivity, effectiveness, and engagement of the people in your organization? Rockwell Collins embarked on a collaborative journey to address gaps in role clarity, process confusion, training, onboarding, knowledge transfer of subject matter experts, and engagement by combining three key disciplines for success: process management, knowledge management and change management. During this session Bobbi O’Connell and Lynda Braksiek will share their inspirational story that is still being told!

Join this session to learn:

  • why Rockwell Collins decided to build a Quality Knowledge Base (QKB)
  • how the QKB is helping to resolve issues related to role clarity, and
  • how complementary disciplines and coaching came together to solve a real business issue and created engagement opportunities for employees.

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Using Performance Management to Achieve Sustainable Cost Reduction

Thursday | 2:05 – 3:05 p.m. | Driving Decisions with Data
Organization: MCG
Presenters: Paul Dunn, MCG
Session Type: Applied | Presentation Focus: Concept, Skill, and Case Study

Cost reduction has become an essential agenda item for senior executives. Taking a performance management approach to cost reduction helps drive out cost from the bottom line and sustain effective cost management. This interactive and engaging session will show participants how leading companies have implemented enterprise-wide lean cost reduction programs to analyze and manage performance and increase organizational value.

Join this session to learn about:

  • a method of comprehensive cost reduction analysis focused on functional and product costs as well as working capital efficiency,
  • how to conduct an end-to-end analysis and manage a cost reduction program at an enterprise, business unit, region, or functional level,
  • how to identify key areas of potential significant opportunity for cost reduction, and
  • how to recognize the approach, techniques, program and initiative design, expected benefits, and realization monitoring to capture and sustain benefits for performance management programs.

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The Biggest Change to Process Frameworks in Over a Decade - PCF® Dimensionality

Thursday | 2:05 – 3:05 p.m. | Managing and Improving Processes
Organization: APQC
Presenters: John Tesmer, APQC and Jeff Varney, APQC
Session Type: Strategic | Presentation Focus: Concept, Tool, and Interactive Activity

Dimensionality extends existing process frameworks from a 2-dimensional decomposition of work into a multi-dimensional view of how different disciplines and roles—or domains—contribute to business processes in the framework. Dimensionality was introduced to APQC's Process Classification Framework (PCF)® in 2017 with the new Corrosion PCF, which APQC designed in conjunction with the NACE organization to support Corrosion Engineers and Corrosion Managers across all industries.

Defining a PCF dimension clarifies the contributions that a domain makes to support or enable processes in a process framework. Dimensions can help individuals in various functions become aware of what they specifically should do in support of processes. They provide much needed context to bring individuals together in support of process excellence. APQC’s process and performance management team will describe PCF dimensionality and how it can be created and applied using the knowledge management (KM) domain as an example, identifying what and how KM practitioners contribute to processes across the entire PCF.

Jeff and John will share additional applications of dimensionality with examples of how to create and apply PCF dimensions to accelerate process excellence within your organization.

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Fun at Work - How?! Create Business/HR Engagement to Manage Change

Thursday | 2:05 – 3:05 p.m. | Preparing People for Change
Organization: AT&T
Presenters: Misti Molitoriss, AT&T and Mary O'Halloran, Pueblo Nuevo Education and Development Group
Session Type: Strategic | Presentation Focus: Concept and Case Study

Doing business is hard enough. You are given too few resources, not enough hours in your day, a long list of deliverables, and staff who likes doing things the way they already are. How can you inject change and fun into this environment? The answer is partnering with HR to weave engagement and empowerment throughout your process and performance management initiatives.

This session will focus on AT&T’s establishment of a strategic partnership with HR to support their process and performance management objectives. By establishing a change management approach with the support of HR and focusing on engagement and fun, you will be well positioned to meet your organization's objectives and overcome objections.

Join this session to learn how to:

  • work with HR to align employee engagement with performance management, and
  • involve your team and create ownership in creating and updating a departmental road map.

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Think Tank: Leading Through Process and Adaptive Change

Thursday | 2:05 – 3:05 p.m. | Aligning Improvement to District Goals
Facilitators: Ed Massey, Boone County School District & Charles Jessup, FMC Technologies, Inc.

Join your peers during this crowd-sourced think tank session to explore ideas and gather lessons  to drive a district leadership culture of adaption and change.   Adaptive leadership requires flexibility to keep moving change and process forward. How do you evaluate and measure data collected to implement necessary changes? Actively participate to produce the session content for district change practices that will produce positive outcomes.
 
Lightly facilitated by seasoned process professionals, participants will build on each other's ideas for concepts that can immediately be taken back to the district!

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block 4 - Thursday, october 5 | 3:25 - 4:25 p.m.

Using Process to Support Growth Initiatives

Thursday | 3:25 – 4:25 p.m. | Aligning for Growth
Organization: CF Inudstries, Inc.
Presenters: Karen Appleby and Beata Christie, CF Industries, Inc.
Session Type: Applied | Presentation Focus: Concept and Case Study

For CF Industries, an acquisition resulted in significant changes in every functional area except manufacturing. Attend this session to see how the use of a common platform for process design and documentation improved the effectiveness of implementation and created the foundation needed to efficiently pursue other growth strategies.

Join this session to learn how to:

  • use significant change to build a foundation for creating a process-driven organization
  • establish a platform for consistent process documentation, and
  • building an infrastructure to support process agility.

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Innovating to Transform a Culture and System

Thursday | 3:25 – 4:25 p.m. | Driving Decisions with Data
Organization: CJ Systems, Inc.
Presenters: Joanne Gutowsky, CJ Systems, Inc. and Dr. Neelima Thati, Wayne State University Internal Medicine Specialists
Session Type: Applied | Presentation Focus: Tool, Case Study, and Interactive Activity

Using quality management system (QMS) and patient-centered medical home (PCMH) methodologies as the basis for best practices can improve your organization's path to develop and follow desired standards and guidelines. Successful quality improvement tools begin with simple steps which lead to an agreed upon goal. CJ Systems, Inc. will share how it began a transformation journey through understanding the organization’s existing processes and sharing ideas about desired outcomes. The organization used quality tools (e.g., value-stream process mapping, affinitizing, SIPOCs and streaming huddles) to transform the initiatives and grow the cross-functional team into a changed culture within its clinical, academic setting.

Join this session to learn about:

  • the systematic approaches to implementing quality and PCMH tools to chnage a culture;
  • the tools which best served the organization’s practice environment, identifying barriers and challenges; and
  • the results of successful quality and PCMH tool implementation in the practice setting.

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Which Service Do We Improve First? A Systematic Approach to Examining Value and Delivery to Prioritize Improvements

Thursday | 3:25 – 4:25 p.m. | Managing and Improving Processes
Organization: Pacific Northwest National Laboratory
Presenter: Steve Slate and Apeksha Gupta, Pacific Northwest National Laboratory
Session Type: Applied | Presentation Focus: Case Study

Many business analyses, rightly, focus on improving large, cross-functional, customer-facing processes because of their significant impact on the business. But what about those small processes and services that keep the company running? When these processes are not addressed, the organization risks a slow death by a thousand cuts.

The Pacific Northwest National Laboratory (PNNL) piloted a systematic approach to identify, accurately define, evaluate, and prioritize a broad set of internal services. This presentation outliness the details of a general, adoptable approach. Steve Slate, senior business analyst at PNNL, and Apeksha Gupta, business analyst at PNNL, will use a real case study to lay out the process, tools, evaluation results, and the benefits received.

Join this session to learn how to:

  • Identify and accurately define business functions and services.
  • Examine defined services to determine which should be maintained, improved, reengineered, or dropped.
  • Leverage new, customer-oriented services into a customer service catalog that helps delivery teams better understand what they are doing, and customers understand what help is available to them.

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Think Tank: Establishing Process Ownership in the Organization

Thursday | 3:25 – 4:25 p.m. | Preparing People for Change
Facilitators: Lynda Braksiek, Rockwell Collins and Charles Jessup, FMC Technologies, Inc. 

Join your peers for this session to crowd-source the best way to drive a culture of process ownership. This lightly facilitated conversation could include sponsorship, coaching, communication, training and reinforcement. Actively participant to produce the session content for change practices such as:

  • Building buy-in and the case for change for process management
  • Establishing process ownership and engaging a sense of accountability for processes, process management methods, and improvements
  • Creating a sustainable process improvement culture
  • Improving the adoption of new processes

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Transforming Public Education: Let's Do Something Together

Thursday | 3:25 – 4:25 p.m. | Aligning Improvement to District Goals
Organization: iLearn, LLC
Presenter: Nathan Balasubramanian, iLearn, LLC
Session Type: Applied | Presentation Focus: Concept, Skill, Tool, Case Study, and Interactive Activity

In this interactive session, based on success stories from three school systems, Nathan Balasubramanian will lead a discussion to explore the answers to three fundamental questions: why, how, and what. The answers to these questions in the context of readily available data will help participants see how to benefit and serve every student. Balasubramanian will also outline the importance of nine stakeholder roles and their associated responsibilities to help students and communities thrive. The individuals in these nine roles may not know it, but they are pieces of a large puzzle that must be properly solved so that every child succeeds and communities thrive. Participants will leave this session with a toolkit to plan and align their organizational goals. The toolkit will also include guidance on how to implement strategies identified in collaboration with stakeholders, support and monitor these plans, communicate accomplishments, and celebrate and strengthen student success in public schools.

Join this session to explore three steps proposed for transforming public education:

  1. Collect Insights: know where to begin through benchmarking student performance.
  2. Connect People: identify low cost-no cost solutions such as engaging stakeholders to maximize collaboration.
  3. Celebrate Progress: establish achievable milestones and objectives and work the plan.

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block 5

The Digital Workplace and Skills for the Future

Friday | 9:30 – 10:30 a.m. | Aligning for Growth
Organization: APQC
Presenter: Lauren Trees and Elissa Tucker, APQC
Session Type: TBD | Presentation Focus: TBD

Digital transformation and automation are changing the work that employees do and how they interact with information and one another. Organizations are experimenting with everything from integrated cloud platforms and robotic process automation to chatbots, cognitive computing, and virtual and augmented reality. While these shifts can increase efficiency and improve work experiences, they also have the potential to create massive disruption and anxiety.

Join this session to hear results from APQC's 2018 research on:

  • the digital workplace,
  • the technologies that are transforming knowledge work, and
  • strategies to manage the current wave of change.

They will also discuss the skills and knowledge employees need to get ahead in a more automated, always-on, technology-driven environment.

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PMOs: Simple PCF Drawings to Improve the Marriage Between IT and the Business

Thursday | 3:25 – 4:25 p.m. | Driving Decisions with Data
Organization: TriCorps Technology
Presenters: Philip Seawright, TriCorps Technology
Session Type: Strategic | Presentation Focus: Concept and Skill

Program Management Offices (PMOs) typically focus on communicating ‘on time, on budget, on quality' metrics for various stakeholders. Typically they are also responsible for guiding the annual technology budgets for different stakeholders. To accomplish all of this PMOs must be able to communicate project and program roadmaps in a common language for all stakeholders involved; this is where a using a pre-established framework is invaluable.

During this session, Philip will share how to use the Process Classification Framework® to communicate a high level architecture concept for annual planning exercises aligned to business stakeholders.

Join this session to learn how to:

  • quickly apply more structure to a PMO with sample artifacts ,
  • identify the impacted constituents, and
  • manage the user experience for relevant business processes.

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Managing the Customer Experience: End-to-End

Friday | 9:30 – 10:30 a.m. | Managing and Improving Processes
Organization: Blue Space Consulting
Presenters: Roy Barnes, Blue Space Consulting
Session Type: Applied

Are you getting the behaviors you want from your internal customers? What does it really mean to put the customer at the center of everything you do? The power of an intentional customer experience can transform the relationship you have with your internal customers and partners. Yet, few internal enabling functions are executing the tools that can fundamentally change relationships. Building upon the concepts delivered in his keynote address, Roy Barnes will suggest tools to reposition your role, function, and experience delivery in order to be a more robust and relevant part of your internal partner’s every day success.

Join this session to learn how to:

  • calculate the return on experience,
  • quantify experience results, and
  • discover powerful internal customer experience metrics.

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Process Deployment: The Tripod's Second Leg

Friday | 9:30 – 10:30 a.m. | Preparing People for Change
Organization: Intel
Presenters: Paula Berman, Intel
Session Type: Applied | Presentation Focus: Concept and Skill

For any new or revised process to succeed, it needs to stand on a tripod of effective documentation, deployment, and management. This presentation addresses process deployment and how to make sure that the people, who need to understand it, do understand it.

Paula will discuss how you can have successful processes deployment at your organization through effective roll-out methodologies, infrastructure considerations, and communication tactics. Topics covered during this presentation will answer questions such as: will there be a pilot, who needs to know what, and what the best way to communicate?

Join this session to learn about the:

  • importance of process deployment planning,
  • critical items for consideration, and
  • tactics for addressing those considerations.

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Process Management and Improvement: The Forgotten Component of Organizations' Continuous Improvement Model

Friday | 9:30 – 10:30 a.m. | Aligning Improvement to District Goals
Presenters: Dr. Mike Perich
Session Type: Applied | Presentation Focus: Concept, Skill, and Tool

The session presenter, Dr. Mike Perich, has held various leadership positions in his 45 years in public education, including 15 years as an elementary and secondary school principal. While continuous improvement has become more of a focus throughout public education, process management and improvement still tend to be overlooked.  Throughout the presentation, Dr. Perich will focus on what he did to develop and formalize over one thousand key processes during his tenure at Montgomery County Public Schools to address the forgotten component – process and performance improvement - which led to increased efficiency and effectiveness throughout the district.

Join this session to learn about:

  • the fundamentals of process management and improvement,
  • quality tools that can be used with students to improve process thinking, and
  • how the IGOE (inputs, guides, outcomes, and enablers) model to develop and improve processes.

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