8.30 Introduction from Focus Day Chairman

9.00 Morning Workshop:

Workshop sessions are your opportunity to explore critical business demands through an extended, in depth and hands-on take-away learning experience

Leveraging Behavioral Science: Building Effective Ownership For Business Process Improvement

Line management involvement and ownership is the ultimate critical success factor for sustainability of continuous improvement projects and, ultimately, sustainable Lean Six Sigma and Business Process Management programs.

The challenge generally lies in securing effective management commitment at both the program and project levels. Leaders are well intentioned. What is not always clear is how to optimize the limited time leaders can afford to spend to lead and manage continuous improvement.

Examining program and project effectiveness through the lens of Applied Behavioral Science leads us to differentiate the role of the facilitator who brings the project methodology, from that of functional and business unit line managers. For instance, in our experience, we find in many instances it is not explicit that line management is responsible for the sustained success of the project. There is the perception that the facilitator, who provides project methodology, is responsible for the success of the project. This situation results in the perception of a hand-off of ownership when the organization enters deployment/implementation planning.

Ineffective process ownership and governance limits improvement program results and sustainability. This workshop will help you identify and address the challenges of effective line management involvement and ownership by using behavioral science methodology and behavior-based change management tools.

Participants will be able to:

• Understand how Applied Behavioral Science can be used to enhance line management responsibilities in relation to involvement and ownership for project execution and governance
• Use CLG’s proprietary, research-based DCOM® performance framework to highlight your continuous improvement program performance and action plan improvement opportunities
• Select Applied Behavioral Science tools to improve execution and governance for both large-scale business process change initiatives as well as Lean Six Sigma process improvement projects

Annemarie Michaud
Senior Partner
Continuous Learning Group (CLG)

Annemarie Michaud has 29 years of Executive Coaching experience in the field of Applied Behavioral Science (ABS). She has worked with firms like Chevron, Vale, Kraft International, Elkay Manufacturing, Fluor, and Bell Canada, focusing on sustainable improvement to performance indicators such as Reliability, Safety, Cycle Time, Cost, and Quality.

Annemarie has focused on the design and application of ABS tools and methodologies to support clients wanting to increase Business Process Improvement Program financial contribution, and leadership involvement & ownership for Program effectiveness. With CLG, she supports leaders and Business Process Excellence practitioners as they learn how to analyze and shape behavior. Leaders at all levels can plan how best to elicit and reinforce High-Impact BehaviorsSM that will accelerate deployment and sustain the impact of performance improvement solutions.

12.30 Training and Educating Your Operational Leaders to Ensure Uptake of New Performance Model

• Educate and support your operational leaders to understand the cost and performance benefits of operational excellence and gain long term support
• Monitor and enhance the culture of continuous improvement to achieve greater business results
• Integrating process excellence into regular performance through integrated targets to sustain commitment through a continuous improvement model

David Bodiford
COO
Threshold Enterprises

13.30 Conquering the Stigma to Build the Future of Process Excellence at eBay

Memories are a powerful obstacle to future improvement. By exploring the approach taken in a renewed effort to drive operational excellence through the business, you will consider how to overcome the skepticism and challenges created by delivering below expectations in the past. Through an assessment of the approach at, ebay, you will explore how to re-generate genuine enthusiasm for process excellence and revive

• Making a grass-roots approach work: winning over the populous to embed operational excellence bottom-up
• Design a program that matches your business needs and culture and distinguishes past efforts with a refreshed objective
• Ensure effective management of expectations across the business so that you can deliver ambitious, but realistic results: don’t stop it before it starts

Steven Carleton
Director Operational Excellence, Marketplaces
eBay

14.30 Closing Remarks from Focus Day Chairman and End of Focus Day