Master-Classes

Thursday 21st January, 2010

Workshop Day | Conference Day 1 | Conference Day 2 | Master-Classes

9:00 Masterclass K
EXPERIENCE THE BUSINESS BEHIND THE MAGIC: DISNEY’S APPROACH TO QUALITY SERVICE- ALIGNING CAST AND PROCESS

Copyright Notice, © Disney

The long-standing reputation Disney Destinations has for incredible service and friendly employees is not magic, it is sound ideology consistently applied in business. Now you can learn from the experts how you too can inject the magic of Disney into your own Service Quality model.

This program is designed to help you improve your organization’s quality service by immersing you in the successful Disney model. Throughout the hands-on workshop and field experience the Disney experts show you the importance of attention to detail and how to train our employees to treat customers as VIPs.

Discover how to match your organization’s service standards with successful delivery systems that consistently promote and ensure quality service. We offer you the opportunity to see how we provide the legendary service for which they are famous:

Anticipate the needs, wants and emotions of your customers in order to exceed their service expectations
Bring "consistency" to your organization by establishing quality standards
Design a delivery system that focuses on the employees, environment and processes that enhance quality service
Create a service plan that integrates quality standards and delivery systems that focus on exceeding diverse expectations Disney Magic Masterclass includes both workshop and field experience facilitated by Disney Institute.

9:00 Masterclass L
BUILDING & SUSTAINING LONG-TERM PROCESS IMPROVEMENT CAPABILITIES

Presented by a selection of highly experienced Lean Six Sigma and Process Improvement leaders this Masterclass will discuss strategies to go beyond initial implementation and embed internal capabilities for sustainable and cost effective Process Improvement programs. The perfect learning and discussion forum for those looking to embed Process Improvement capability for the long-term.

8:45 Breakfast & Coffee

9:00 Building Future Deployment Capabilities: Talent And Competency Development

Managing program resources and approaches for optimal output
Creating a sustainable capability for improvement through blended learning and comprehensive training
Building competencies for all operational situations to ensure you deliver consistently to the business

Nick Turk
Director Six Sigma
BridgestoneFirestone

9:45 Building Sustainable In-House Expertise For L6S Development

Moving program development capabilities and knowledge from external to in-house
Building a tailored and business owned training, mentoring and consulting program
Making training and knowledge management an integral part of your strategic Operational Excellence program

Michelle Johnson
Executive Director (Training & Development)
Textron

10:30 Networking Break & Coffee

11:00 From Program to Culture: making Six Sigma the way you work

Through this session Eastman will walk you through their own Lean Six Sigma journey, from incubation to growth.

Strategies for making process improvement easy to adopt across the whole business: Making Six Sigma faster, friendlier and more flexible
Non-traditional usages of Six Sigma: Expanding reach and business impact to hidden organizational areas
Evolving deployment models: Roles & responsibilities that enable success
Process Improvement: Providing the fuel for Growth

The story of Six Sigma at Eastman

The story of Six Sigma at Eastman

Mark Cox
VP Technology
Eastman Chemical

Michael Paulonis
Master Black Belt
Eastman Chemical

11:45 The Next Level Of Excellence: Driving Sustainable Returns From Your Process Improvement Program

The top 5 critical factors for creating full Process Improvement capability
Creating Centres of Excellence as a sustainable framework for continued Process Improvement capability
Moving from project based programs to strategy based programs Don Smith, Director - International Process and Performance Institute (IPAPI)

12:30 Networking Lunch & Discussion Groups

1:15 Creating Sustainable Frameworks That Engage The Business In L6S For The Long-Term

Making PI business as usual: Continually engaging the business in process improvement
Creating a two way communication channel: Business to PI and PI to the business
Centralised vs. decentralised: How to retain central L6S capabilities whilst not alienating the rest of the business

Diane Francisco
Associate Director
Covance

2:00 Discussion Group: Building Enterprise-Wide Capabilities For Process Improvement

This discussion group is intended to be a working session with significant participant interaction.

Framing the fundamentals to creating a sustainable PI structure
It’s not just about the process: Building a enterprise wide change strategy to support process change
Creating a Daily operational management system to support sustainable levels of excellence

Led by Duane Hunt
Sr Manager Business Process Excellence
AFLAC

3:30 Refreshments & Masterclass Summary From Speakers

4:00 End Of Masterclass