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