8.30-9.00
9:00-9:10 | Registration
Welcome and introduction - Jim Speirs, President, CQI |
| 9:10-9:15 | Chair's Introduction - Nadine Dereza, former CNN and BBC presenter |
| 9:15-10:00 | Leadership and cultural change: ‘Quality is everyone’s responsibility’ Armand Feigenbaum
Speaker: Lord Andrew Adonis, Former Secretary of State for Transport, Schools Minister and advisor to Tony Blair Session overview: Maintaining high levels of quality is always challenging, especially within the ever-changing landscape of the public sector. Exploring the difficulties in implementing change within a volatile climate and when faced with opposition against your ideas and incentives, Lord Adonis will share his experience and advice on over-coming such challenges and achieving aims within an unstable climate – a key issue for public sector workers. |
| 10:00-10.45 | Quality from the top down: ‘Quality is never an accident. It is always the result of intelligent effort’ John Ruskin
Speaker: Dame Helen Alexander, Chairman of UBM plc and the Port of London Authority (PLA)
Session overview:
Dame Helen Alexander is no stranger to driving success whilst maintaining quality within large organisations, as her positions as Chairman of the Port of London Authority (PLA), Incisive Media and UBM, non-executive director at Rolls-Royce Group plc and as CBI’s first female president. Sharing her experience in addressing and ensuring quality from the position of the boardroom, Dame Helen will provide inspiration for delegates.
Discussing what in her experience has worked and why, Dame Helen will impart the best techniques for driving quality and inspiring a spirit of high performance within your workforce, whist also revealing why fostering a culture of continuous improvement and innovation is vital for all UK companies. |
| 10:45-11:15 | Break
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| 11:15-12:15 | Breakout session 1
1a: The Future of the Quality profession Speakers: David Armstrong, Group VP Business Improvement & VP Quality UK, Selex Galileo
Estelle Clark, Group Business Assurance Director, Lloyds Register Group
1b: Innovation vs invention
Speakers:
Steve May-Russell, Managing Director, Small Fry
Colin Callow, Head of the National Innovation Centre, NHS
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| 12.15-13.30 | Lunch
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| 13.30-14.15 | Stand up for quality: ‘Be a yard stick for quality, some people aren’t used to an environment where excellence is expected’ Steve Jobs
Speaker: Paul Moore, Former Head of Group Regulatory Risk for HBOS
Session overview:
Paul hit the headlines in 2009 when his evidence to a Treasury Select Committee revealed how his appeals to senior staff to investigate the excessive risks being taken within the company led to his direct dismissal.
The refusal of HBOS to investigate Paul’s concerns was devastating for the company, and their actions present a prime example of the consequences that can arise when changes that could lead to better quality business methods are ignored. Speaking from his experience, Paul will discuss the challenges involved in raising people’s awareness to the risks they run through withstanding change, and how failing to implement change can lead to a lowering of standards and business practice.
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| 14:15-15:15 | Breakout session 2
2a: What have standards ever done for us?
Speakers:
John Seddon, Managing Director of Vanguard
Dr Nigel Croft, Chairman, ISO Technical Sub-Committee TC 176/SC 2
2b: Putting the customer first
Speakers:
Jim Alexander, Director, The Leadership Factor
Peter Judd, Head of Customer end to end Service Transformation, BT Operate |
| 15:15-15:45 | Coffee |
| 15:45-16:30 | Quality is everything: The rise, fall and rise of Gerald Ratner
Speaker: Gerald Ratner, Chief Executive, Gerald Online
Session overview:
When Gerald Ratner’s company collapsed in 1991 following his belittling of the quality of its products, many thought he would never recover his position as top jewellery retailer. However, through his determination and recognition of past mistakes Ratner is enjoying a surprising yet successful comeback. Ratner’s is an inspiring story, demonstrating how even ‘perceived’ quality is crucially important to customers, whilst also showing how anyone can rise from the brink of collapse to the heights of success through learning from the past.
Even today, Ratner's gaffe is still famous in the British Retail industry as an example of the value of branding and image over quality. Ratner’s full-circle riches-to-rags story fascinates and intrigues many, and is an inspiration to all those who have experienced rejection, loss and humiliation.
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| 16:30-16.45 | Chairman's thanks and close |
