15 - 18 April, 2019
Novotel Singapore on Stevens, Singapore

Conference Day Two

8:00 am - 8:45 am Registration & Coffee & Tea

9:00 am - 9:10 am Chairman’s Opening Remarks

9:15 am - 9:50 am Building a Culture of Excellence: How to Lead and Drive Continuous Improvement and Innovation in Your Organisation

Pascal Gerard Daniel - Chief Operating Officer, Customer Quality - Asia Pacific & Japan, Nokia
·         How do you get the best from your employees and ensure a continuous improvement and innovative mindset?
·         Encouraging and enabling strategic thinking at all levels of the organization
·         Empowering employees to make positive changes within the organisation
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Pascal Gerard Daniel

Chief Operating Officer, Customer Quality - Asia Pacific & Japan
Nokia

9:50 am - 10:25 am Accelerating Business Transformation and Building Competitive Advantage with a Highly Successful Continuous Improvement Program

Jeroen van Koesveld - CI Deployment Manager, Shell
·         Reviewing high operational cost areas and identify opportunities for cost optimisation
·         Designing result-oriented processes and structuring a high performing, lean organisation
·         Utilising value stream mapping and end-to-end process visibility to drive operational excellence within the organisation and its supplier base
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Jeroen van Koesveld

CI Deployment Manager
Shell

10:25 am - 11:10 am Morning Refreshment Break

11:10 am - 11:45 am Re-Engineering Processes to Enable Innovation and Customer-Centricity in Highly Regulated Environment

Fouad Roukoz - Executive Director, Group Process Excellence, United Overseas Bank
·         Assessing the critical role of customer-centric innovation in fuelling next stage of business growth
·         How to lead innovation while ensuring operational risk management in a competitive, regulated market?
·         Agile approaches to ensuring process standardisation and harmonisation amidst business digitalisation and innovation
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Fouad Roukoz

Executive Director, Group Process Excellence
United Overseas Bank

11:45 am - 12:00 am Achieving Operational Efficiencies with Robotic Process Automation

Selveen Muniandy - Head, Robotics Process Automation CoE, RHB Banking Group
·         Streamlining productivity lead times by digitising data entry and verification
·         Ensuring internal capability to process digitised information
·         Improving market competitiveness by providing quicker customer on-boarding system
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Selveen Muniandy

Head, Robotics Process Automation CoE
RHB Banking Group

12:20 pm - 12:55 pm Employee Journey Mapping and Intrinsic Process Improvement to Increase Customer Satisfaction and Value

Chor Weng Choo - Director, Group Centre of Operational Excellence, Singtel
  • Translating employee pain points and performance monitor into process re-engineering
  • Re-designing current employee engagement to set new goals/KPIs
  • Unifying OPEX Challenges across multiple functional teams to align across the employee journey 

Chor Weng Choo

Director, Group Centre of Operational Excellence
Singtel

12:55 pm - 2:00 pm Networking Lunch

Networking & Lunch Roundtable Discussion [2 Rotations @ 40 Minutes Each] Structured to xxxx – include description

Digital Excellence

2:00 pm - 3:20 pm Data-driven OPEX to Identify Performance Gaps

Digital Excellence

2:00 pm - 3:20 pm Building and Managing Your Digital Workforce

Digital Excellence

2:00 pm - 3:20 pm Digitising and Automating Processes and Operations

Customer Excellence

2:00 pm - 3:20 pm Human-Centred Process Redesigns to Drive Customer Focused Transformation

Customer Excellence

2:00 pm - 3:20 pm Synthesizing Front and Back Office Operations to Optimise Service Delivery

Customer Excellence

2:00 pm - 3:20 pm Evaluating New Processes and Operations for the Digital Customer
Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.

3:20 pm - 3:50 pm Networking & Afternoon Refreshments

3:50 pm - 4:25 pm Integrating Robots and Human Workforce to Maximise Operational Performance

·         Combining process mining technology with robotic process automation to deliver full end-to-end process automation
·         Assessing the impact of the human machine interface and Identifying business areas for automation prioritisation
·         Effectively upskilling your human workforce for value-added operations

4:25 pm - 5:00 pm Standardising & Harmonising Processes for Agile Operations

·         Implementing process mechanisms to drive agility in traditionally non-digital industries
·         Reengineering the process structure to drive organisation-wide transformation
·         Restructuring processes to enable seamless harmonisation and quick response time

5:00 pm - 5:05 pm Chairman’s Closing Remarks & End of Summit