CONFERENCE DAY TWO

8:20 AM - 9:00 AM Coffee & Tea

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

ORGANISATIONAL AGILITY & CUSTOMER-CENTRICITY

9:10 AM - 9:50 AM Creating a High-Performing, Lean & Value-Added Organisation

Norman Pipitone, Head of Lean Programme, Cathay Pacific Airways
- Enhancing productivity through value-focused environment to achieve more with less
- Driving continuous improvement through identifying and removing waste from business
- Providing development programmes to learn and apply lean thinking on real-life projects

Norman Pipitone

Head of Lean Programme
Cathay Pacific Airways

ORGANISATIONAL AGILITY & CUSTOMER-CENTRICITY

9:50 AM - 10:30 AM Redesigning Your Organisational Structure to Improve Business Agility

Evelyn Stier, Head of Regional Management Services, Siemens
- Restructuring operational processes to react quickly to changes and stand ahead of competition
- Considering into adaptability, flexibility and balance to allow long-term agility
- Adopting a mix of methodologies to allow flexibility with least variations

Evelyn Stier

Head of Regional Management Services
Siemens

ORGANISATIONAL AGILITY & CUSTOMER-CENTRICITY

10:30 AM - 11:10 AM Improving Process & Service Design to Deliver Excellent Customer Journeys

Markus Rueckels, Head Commercial Services, APAC R&A Sales Operations, Merck
- Connecting the dots from process to customer experience
- Redesigning services and processes to become more customer centric and deliver quality service
- Enabling agile life science business through digitisation

Markus Rueckels

Head Commercial Services, APAC R&A Sales Operations
Merck

ORGANISATIONAL AGILITY & CUSTOMER-CENTRICITY

11:10 AM - 11:40 AM Morning Refreshment Break

PROCESS HARMONISATION & ROBOTIC PROCESS AUTOMATION

11:30 AM - 12:10 PM Standardising & Harmonising Processes to Ensure Seamless Operations

Stanislas Cofrade, Head Program Management Office- China, Asia and Japan-Pacific, Sanofi
- Benchmarking best practices on process mechanism to strategically plan the transformation
- Reengineering the process structure to bring the change from top to bottom
- Prioritising work according to capability planning for a seamless restructure

Stanislas Cofrade

Head Program Management Office- China, Asia and Japan-Pacific
Sanofi

PROCESS HARMONISATION & ROBOTIC PROCESS AUTOMATION

12:10 PM - NaN:NaN AM Driving excellence in Market Expansion Services at DKSH

· A view from the top: CEO endorsement
· Working holistically: the link between strategy and business excellence
· How we do it: the four pillars of the DKSH business excellence approach
o Enterprise architecture
o Excellence initiatives
o Country excellence assessment
o Collaboration and continuous improvement capabilities
· Next steps: building a culture of continuous improvement

PROCESS HARMONISATION & ROBOTIC PROCESS AUTOMATION

1:00 PM - 2:00 PM Networking Lunch

PROCESS HARMONISATION & ROBOTIC PROCESS AUTOMATION

1:50 PM - 2:30 PM Harnessing the Benefits of Robotics Automation for Improved Processes, Operations & Customer Satisfaction

Freddy Chang, Vice President, Regional Operations & Center of Excellence, Singapore Post
- Simplifying the process to improve total outputs in high quality
- Improving end-to-end process at optimal efficiency
- Achieving higher customer satisfaction with reduced processing time and quicker response

Freddy Chang

Vice President, Regional Operations & Center of Excellence
Singapore Post

CONTINUOUS IMPROVEMENT & CHANGE MANAGEMENT

2:00 PM - 2:40 PM Building Lean Programmes to Achieve a Culture of Continuous Improvement

Michel Vulgarides, Head of Business Excellence, Asia, Sun Life Financial
- Developing the right tools and methodologies to build and execute process excellence
- Building an end-to-end improvement strategy to efficiently implement the change
- Governing the performance across organisation for effective lean innovation management

Michel Vulgarides

Head of Business Excellence, Asia
Sun Life Financial

CONTINUOUS IMPROVEMENT & CHANGE MANAGEMENT

2:40 PM - 3:20 PM Process Excellence through Change Management to Successfully Drive Transformations

Rajeev Mukul, Head of Business Transformation, Philips Lighting
- Aligning people and technology to lead process transformation
- Establishing new goals and performance metrics to access the change performance
- Inspiring to change through rewards and measure the engagement to encourage continuously

Rajeev Mukul

Head of Business Transformation
Philips Lighting

CONTINUOUS IMPROVEMENT & CHANGE MANAGEMENT

3:20 PM - NaN:NaN AM Afternoon Refreshment Break

- Developing your organisation’s lean roadmap in alignment with business
- From conceptualising to execution of lean ideas: Challenges, Pitfalls and Tips
- Cultivating lean innovation within your organisation to lead operational and process excellence
goals

Chor Weng Choo

Director, Group Centre of Operational Excellence
Singtel

Pang Mei Yee

Vice President of Innovation, Solutions Delivery & Service Management – Asia Pacific
DHL

Reinhard Kroisenbrunner

Director Business Excellence
Zalora Group

NEXT FRONTIER IN OPERATIONAL EXCELLENCE

5:00 PM - 5:40 PM Capitalising on the Rise of Digital Workforce to Achieve Operational Excellence

Mike Harrington, Senior Managing Director, Enterprise Facilities Management Asia Pacific, CBRE
- Fostering process and operational innovation with a digitised workforce
- Measures to speed-up technology acceptance and upskill talent for value-added work
- Providing proactive trainings to ensure consistent and high performance through digitization

Mike Harrington

Senior Managing Director, Enterprise Facilities Management Asia Pacific
CBRE

NEXT FRONTIER IN OPERATIONAL EXCELLENCE

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