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TIME
9:00 - 9:10
9:10 - 9:15
9:15 - 10:00
10:00 - 11:00
11:00 - 11:30
11:30 - 12:15
12:15 - 13:15
13:15 - 14:15
14:15 - 15:15
15:15 - 15:45
15:45 - 16:45
16:45 - 17:00
SESSION
Welcome and introduction - Simon Feary, Chief Executive, CQI
Chair's Introduction - Daisy McAndrew, Economics Editor, ITV News
Making quality count and delivering the right customer experience - Andrew McMillan, Former Head of Customer Service, John Lewis
Session overview: This presentation will explore quality as the key organisational differentiator and the greatest strategic means of guaranteeing sustainable success. In this ever changing economic, political, social and technological climate, those organisations that will survive and prosper will be those demonstrating the strongest commitment to customers, and the greatest agility to change, improve and innovate: precisely the outcomes of putting quality management approaches at the heart of an organisation to guarantee success.
Breakout session 1a:
The relationship between customer care and quality
Chair: Daisy McAndrew.
Panel:. Jo Causon, CEO, ICS.
John Hughes, MD, Customer Service Network
Derek Bishop, Managing Director, Culture Consultancy (Formerly a head of customer service at AXA)
Session overview: This panel session will address the critical relationship between quality management and customer satisfaction. It will question how far customer needs can be identified, met and exceeded without a system for properly determining changing customer requirements, for constantly establishing the capability of the whole organisation to meet these needs, and for proactively establishing informed and prioritized change.
Breakout session 2b:
Does quality equal care?
Chair: Simon Feary.
Panel: Clare Lissaman, Consultant on ethical and fair trade. Director, Ethical Fashion Consultancy
Graham Randles, Principal Consultant, LRS Consultancy
Session overview: This panel session will examine how successful quality management systems can be embraced to deliver an ethical organisational approach. From the supply chain to sustainability issues and from employment practices to safety and security issues, does the quality management system deliver an effective basis for a rigorous approach to Corporate Social Responsibility?
Coffee and networking
Delivering business assurance through quality - Building an ethical global brand
Jo Fairley, Co-Founder, Green & Blacks
Session overview: Is quality management the most effective means of delivering confidence in organisational resilience and ensuring a good reputation? Should quality management systems be regarded as the primary safeguard that organisational leaders, regulators, government, customers and other stakeholders look to for assurance? How should quality management fit within the wider governance context and embrace the increasing range of risks (environmental, ethical, safety and security) and the regime of regulation, accreditation and standards?
Lunch
Continual improvement and transformation.
Professor Peter Hines Co-Founder of Lean Enterprise Research Centre, Cardiff University
Session overview: For any business leader there are two critical roles, managing today and inspiring tomorrow. However, for many the latter gets lost in the firefighting around the former. The essence of the true lean business is to find the balance between the two. This session will explore how this can be done through the development of a Lean Business System approach to creating an appropriate system of improvement at each relevant level of the organisation. The talk will be illustrated by a number of cases from a range of industries drawing on Peter’s 20 years experience of lean application.
Breakout session 1c:
Balancing Risk and innovation.
Panel: Paul Sloane, consultant and author of Destination Innovation, David Straker, Consultant, author and expert on quality and innovation Peter Merrill author of 'Innovation Generation'.
Session overview: What is quality management’s role in driving change and innovation within a dynamic and challenging business environment while also minimizing cost from variation and risk? How do you balance these factors to ensure that innovation isn’t stifled by compliance to provide a reliable mechanism that balances risk and rewards of change?
Breakout session 2d:
Improvement in the Public Sector
Panel: John Seddon, systems thinking expert experienced in public sector quality practices
Stephen Walker, Licensing and Quality Assurance Manager, National Policing Improvement Agency (NPIA).
Session overview: Can recognised quality management techniques deliver public sector efficiencies and service improvement? Is the efficiency agenda an opportunity to place quality at the heart of the government’s and the public sector’s priorities? Are quality improvement and the cuts agenda compatible? How is quality management currently used and viewed by our public services? What are the barriers to the widespread adoption of quality management models in the public services?
Helping businesses thrive through quality and maintaining innovation. Introduced by Simon Feary
Delivered by Sir Richard Needham, Senior Independent Director, Dyson
Session overview: How does the UK fare in the international business quality stakes and does the widespread use of quality management approaches provide a strong basis for UK business to compete? How should the UK promote quality to deliver a more competitive and resilient business environment focused on customer needs and built on organisation wide knowledge management, learning and improvement? And what must be done to build a legislative and economic environment which nurtures and rewards effective quality management practices?
Chairman's thanks and close
