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EVENTS

www.efma.com/efficiency

CONFERENCE

OPERATIONAL EFFICIENCY Operations, the powerhouse for change and innovation 28 February – 1 March 2013 Amsterdam, NH Barbizon Palace Best practices in retail financial services, more information on www.efma.com


CONFERENCE

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OPERATIONAL EFFICIENCY Operations, the powerhouse for change and innovation In a context where retail banks are still struggling with the fall-out from the economic crisis, the route back to future success and profitability lies in the development of more efficient and effective operations. Retail banking is facing an unprecedented need for change and much of this will have to be driven by the operations area.

This is Efma eighth successive annual conference devoted to operational excellence and efficiency. Arguably, this topic is now even more important than ever, or at least, its importance is becoming increasingly recognised.

Highlights of the conference NE W

Break-out sessions: delegates will have the choice of joining five interactive discussion groups devoted to operational excellence and efficiency hot topics. The discussions will provide delegates with an opportunity to share experiences and learn from each other’s strategic and practical insights. Visits to centres of excellence: the event will include a visit to some of ABN AMRO’s new centres of customer excellence, where lean and other customer-centric best practices have been implemented. Delegates will have the choice between visiting a branch, call centre or central support function.

Key questions What are the key challenges in terms of operational excellence? How can banks improve the customer experience and create value added for clients and shareholders? Part of the answer lies in more predictable services, delivery guarantees, and simplified and enhanced end-to-end processes. How can banks transform their operations? Lean programmes have a key role to play in driving

greater performance levels. People and technology are two other key factors: for instance, some roles and responsibilities need to change, and perhaps even the organisational structure. How can any changes be sustained? A culture of continuous improvement will help banks to achieve sustainability.

Hot topics Other topics that will be discussed during the conference include: The growing importance of operational risk The Operations Manager of the future and the Chief Operating Officer’s new role The growth of centres of excellence Customer excellence programmes Developing a more agile operating model The proactive adjustment of core processes

28 February – 1 March 2013 Amsterdam

Operational readiness for delivering major IT change E2E process management Distributed intelligence in large-scale process improvement programmes Performance coaching


THURSDAY 28 FEBRUARY 2013 MORNING

Bart Schlatmann Chief Operating Officer ING Netherlands

Keynote opening address: less is more (– = +) – Simplifying processes based on ten simple principles fully implemented at ING – Making services predictable and communicating the right throughput times – Delivery guarantees to customers reduce drop-outs followed by fewer status calls, fewer complains, less rework in the back-office and therefore lower costs – A single source of “customer truth”, straight-through, real-time, predictive and continuously improved processes

Juan Maria Olaizola Manufacturing Executive Director Santander United Kingdom

People and technology in achieving operational excellence – How technology is changing the role of operations in financial institutions – The growing importance of operational risk – Operational efficiency, where is the limit? Are financial institutions an endangered species? – The operations manager of the future: what profile do we need?

Eduardo Flores Prieto Head of Strategy and Development IT and OPS Retail Banking BBVA Spain

BBVA operational model – A new paradigm of efficiency – Trend towards centres of excellence – The new role of the COO

Jorge Pereira Head of Process Management and Transformation Department Millennium bcp Portugal

Paving the way for an agile operating model – Driving end-to-end process agility through automation, resource flexibility and real-time information – Consistent service delivery as a condition for agility (measuring, monitoring and correcting SLAs – Service Level Agreements) – Increased process efficiency through a continuous improvement culture (the search for quick-wins) – Proactive adjustment of core processes to a new context

Massimo Lutta Head of Organisation and Process Chains & Roberto Valerio Head of International Trade Finance Back Office BNL Gruppo BNP Paribas Italy

Trade finance at BNPP-BNL: opportunities and challenges for operational excellence – Industrial approach by business unit specialisation – Closer customer interaction for greater customer satisfaction – Results from our operational experience: added value for our customers and therefore for our shareholders – Lessons learned and next steps

Laura Jamieson Head of Operational Excellence UK Retail and Business Banking Barclays Bank United Kingdom

Achieving world-class operations – Driving the standard to transform the customer experience – Scaling up our relentless simplification of operational processes – Creating the culture for continuous improvement – Making change sustainable

28 February – 1 March 2013 Amsterdam


www.efma.com/efficiency AFTERNOON

Iassen Deenitchin Head of Lean and Service Excellence Raiffeisen Bank International Austria

The lean (r)evolution: leveraging process improvements to drive performance transformation – What is lean in banking about? – Implementing lean across the bank: levers and examples – Impact of lean transformations

Henk Broeders Director & Remco Vlemmix Partner McKinsey & Company Netherlands

How to do large lean transformations, sustainably – Key principles of successful lean transformation (and explanation of the lean management system): scaling up lean transformation programmes – Practical examples – What’s next?

Frans Van der Horst Senior Managing Director Business Services ABN AMRO Bank Netherlands

Overview of ABN AMRO’s customer excellence programme – Introduction to customer excellence (why it started, scope) – Practical examples of what customer excellence has changed – What does customer excellence mean for management? – Lessons learned and what’s next?

Robert Lourens Programleader Customer Excellence Small & Medium Enterprises ABN AMRO Bank Netherlands & Stefan De Raedemaecker Senior Expert McKinsey & Company Belgium

Sustainability and continuous improvement – What happens once the principles of customer excellence have been implemented? – Who ensures that these principles are not seen as a temporary project, but as a change in everyday working life? – How do customer excellence programmes become part of our day-to-day routine?

BREAK-OUT SESSIONS Join five interactive discussion groups devoted to: – Branch transformation – Lean in support functions – E2E lean and business process management – Lean in IT – Lean leadership


FRIDAY 1 MARCH 2013 MORNING

VISITS TO CENTRES OF EXCELLENCE Visits to ABN AMRO’s customer excellence implementations: Delegates will have the opportunity to choose between visiting a branch, call centre or central support function. At each venue an ABN AMRO business leader will introduce the centre and delegates will be able to discover the day start approach and the main features of the customer excellence approach.

Chris Hallmark Key Account Director OEE Consulting United Kingdom

A new organisation design for operations – How the traditional team leader role is incompatible with true operational excellence – A new organisation structure that right-sizes the operations management roles – Adapting the new model to deal with different types of service work

Fiona Roche Head of Group Root Cause Analysis and MI Lloyds Banking Group United Kingdom

Creating one bank: how operations excellence built the core of Lloyds Banking Group – How operations excellence was a key lever in the integration of Lloyds TSB and HBOS – Delivering the benefits of a standardised approach to operations – Operational readiness: the operations perspective on successfully delivering major IT change


www.efma.com/efficiency AFTERNOON

Adelheid Maekelberg Senior Organisation Development Advisor KBC Group Belgium

Coaching for performance: an integrated approach to implementing lean

Niels Fessel Executive Vice President Nykredit Denmark

E2E process management: integrating into our KPI and balanced scorecard – Delivery accuracy – Increased productivity – Employee satisfaction

Jaroslaw Orlikowski Head of Business Support Division PKO Bank Polski Poland

Small improvements that matter: lean six sigma project in mortgage loans administration – Where the process really starts – Measurement that “cures” the process – People involvement – Small innovations as a supplementary solution for IT development – How to make changes sustainable

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28 February – 1 March 2013 Amsterdam


SCHEDULE

THURSDAY 28 FEBRUARY 2013

8:15

Welcome coffee and registration

FRIDAY 1 MARCH 2013

8:00

Transfer NE W

9:00

Bart Schlatmann ING

9:25

Juan Maria Olaizola Santander

9:50

Eduardo Flores Prieto BBVA

10:15

Questions & answers

10:35

Break

11:05

Jorge Pereira Millenium bcp

11:30

Massimo Lutta & Roberto Valerio BNL

11:55

Laura Jamieson Barclays Bank

12:20

Questions & answers

12:40

Lunch

14:10

Iassen Deenitchin Raiffeisen Bank

14:35

Henk Broeders & Remco Vlemmix McKinsey

15:00

Frans Van der Horst ABN AMRO Bank

15:25

Robert Lourens ABN AMRO Bank & Stefan De Raedemaecker McKinsey

15:50

Questions & answers

16:15

Break

16:45

Break-out sessions

18:00

End of day one

8:30

Visits to customer implementations: branch, call centre or central support function

10:00

Transfer

10:30

Break

11:00

Chris Hallmark OEE Consulting

11:25

Fiona Roche Lloyds Banking Group

11:50

Questions & answers

12:05

Lunch

13:35

Adelheid Maekelberg KBC Group

14:00

Niels Fessel Nykredit

14:25

Jaroslaw Orlikowski PKO Bank Polski

14:50

Questions & answers

15:15

Refreshments

15:45

End of conference

28 February – 1 March 2013 Amsterdam


REGISTRATION FORM

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OPERATIONAL EFFICIENCY 28 February –1 March 2013 Amsterdam ATTENDEE’S INFORMATION Mrs.

Ms

Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VAT ID number (if applicable) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ............................................................................................................................................................... Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Assistant’s information (or person in charge of the registration) First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PRACTICAL INFORMATION DATES The conference will begin with a welcome coffee on Thursday 28 February 2013 at 8:15 a.m. and will end on Friday 1 March 2013 around 4:30 p.m. LOCATION Hotel NH Barbizon Palace Prins Hendrikkade, 59-72 1012AD Amsterdam, Netherlands Tel. +31 20 556 45 64 www.efma.com/nhbarbizonpalace LANGUAGES All sessions will be held in English. ACCOMMODATION Each participant must pay the cost of his or her accommodation directly to the

hotel before departure. Rooms have been provisionally reserved for the nights of Wednesday 27 and Thursday 28 February 2013 at the hotel NH Barbizon Palace. The cost of a single or double room per night is 111 euros, breakfast per person costs 26 euros (including VAT, excluding 5% city tax). An automatic confirmation will be sent by email within 24 hours after your registration. In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price before Saturday 26 January 2013 only. The hotel will automatically bill unoccupied rooms or late cancellations. REGISTRATION The registration fee covers participation

REGISTRATION FEE

in the conference, documents, lunches, coffee breaks and visits. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided. CANCELLATIONS All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Thursday 14 February 2013. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided. Substitutions are accepted at any time.

PAYMENT

1,600 € (VAT excluded) for representatives of Efma member institutions 2,400 € (VAT excluded) for representatives of non-member institutions All registrations are strictly individual.

By bank transfer to Efma Sarl bank account IBAN: FR 76 3000 7999 9904 2252 7800 001 BIC: NATXFRPPXXX Natixis, FE3 - Unité 3B/747 BP 4, F- 75060 Paris Cedex 2. By credit card: MasterCard Visa American Express Card n° Expiry date

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SIGNATURE

Efma Channel

Efma l 8, rue Bayen l 75017 Paris l France l Tel.: + 33 1 47 42 52 72 l Fax: + 33 1 47 42 56 76 l www.efma.com APE: 8230Z l VAT ID: FR 38 313 062 788 l Efma sarl company with registered capital of EUR 15,000 l RC Paris 313 062 788 In accordance with Article 27 of the law on the processing of personal data of 6.1.78, the information which you are requested to provide is necessary to enable us to process your registration and is intended for Efma’s services. You may access this information and request that it be rectified if necessary.

Illustrations: Bruno David

SOCIAL NETWORKING


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