28 September - 29 September 2017 | Auckland

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The importance of people in back-office transformation: how to create a high performance culture that embraces innovation and change

New Zealand businesses, like others around the world, are feeling the pressure to improve their operating structures to maximise productivity, reduce costs and improve agility.
Whether it is through shared services, automation, outsourcing or offshoring; New Zealand businesses are realising the importance of leveraging technology to improve service delivery in a market that is increasingly becoming dominated by digital.
In this report, SSON takes a look at the strategies New Zealand Post, Airways New Zealand and Auckland Council are using to transform their back-office through people and processes and how this is driving productivity and reducing inefficiency throughout each organisation.

Embracing collaboration and innovation to improve service delivery

In this case study, Rolf Siggard, General Manager of HR at Downer NZ, explores the core elements of Downer NZ’ business transformation strategy and the steps they have taken to overcome challenges along their journey to create a high performance culture to drive collaboration and improve services for its customers.

The evolving nature of business transformation: keeping up with the pace of change - insights from Transpower New Zealand and Wellington City Council

For the 6th year running, SSON is hosting the Annual Business Transformation Summit in Auckland New Zealand from the 28-29 September. While driving efficiency through shared services will still be a core area of focus, this year for the first time the program has been expanded to explore strategies, lessons learnt and big wins in new topics such as process excellence, Robotics Process automation (RPA), AI and data analytics.

In this article, SSON caught up with two of the key speakers to gain a better understanding of their transformation journeys to date and the key lessons other New Zealand organisations can learn from their transformation projects.

Using the back-office as the engine to drive transformation

In this video interview,  Gary Downes, Former Transformation Director Global Finance, Serco, explores the key strategies transformation leaders should consider to drive efficiency and reduce costs through transformation.

Video

Business Transformation 101: insights from University of Melbourne, NZ Post and Incitec Pivot

In this video, 3 diverse organisations at different stages of the shared services journey explore how their organisations are approaching business transformation to drive operational efficiency and the lessons learned from their journeys so far.
  • Early Phase: Paul Duldig, Head of University Services, The University of Melbourne
  • Mid Phase: Theresa Kim, Group Manager, Shared Services, New Zealand Post
  • Advanced Phase: Rhonys McDowall, Manager, Finance Shared Services Australia, Incitec Pivot

Driving customer-centric capabilities during business transformation

In this video interview, Patricia Reade, Transformation Director at Auckland Council, explores the transformation challenges associated with amalgamating eight councils into one,  how they are leveraging omni-channel and integrated eGovernment capabilities in service delivery model to transform the end user experience and the results that have been realised across the council so far.


Interviews

Video transcript: business transformation 101

In this video transcript, 3 diverse organisations at different stages of the shared services journey explore how their organisations are approaching business transformation to drive operational efficiency and the lessons learned from their journeys so far.

Interview transcript with Glenda Parata, Director, NZ Defence Shared Services

In this interview, Glenda Parata, Director, NZ Defence Shared Services, explores how NZ Defence Force is focusing on leadership, continuous improvement and lean concepts to drive transformation and lessons learned through business excellence to date.

Interview with Gary Downes, former Transformation Director, Global Finance, Serco

In this video interview,  Gary Downes, Former Transformation Director Global Finance, Serco, explores the key strategies transformation leaders should consider to drive efficiency and reduce costs through transformation.

Articles

Simplifying back-end processes to drive efficiency at ANZ New Zealand

In New Zealand, banking giant ANZ has undergone massive business transformation over the last three and a half years, focusing on simplifying its processes and systems in order to become more efficient.

In this article, Michael Bullock, Chief Operating Officer at ANZ New Zealand, shares the core elements of ANZ New Zealand’s business transformation strategy and how it is reducing costs and increasing productivity across the business.

Presentations

Standardising and Harmonising Basic Processes to Increase Service Quality, Productivity and Reduce Costs

Abano Healthcare Group Limited own and operate 184 dental practices across Australia and New Zealand and represent the second largest dental corporate in Australasia. The 98 practices in New Zealand operate as Lumino the Dentists. Lumino has centralised many key finance and procurement functions across its business and is now in the process of standardising and harmonising the basic process across both Australia and New Zealand, to enable economies of scale and visibility of information.
In this presentation from Business Transformation New Zealand 2016 Allan Wong Kam, Chief Financial Officer, Lumino the Dentists, explores:
  • Understanding the difference and benefits between standardisation and harmonisation
  • Developing processes within budget that consistently deliver performance
  • Benefiting from developing and implementing a holistic business process management approach
  • Exploring non-cost related benefits of standardisation and harmonisation
  • Benefitting from economies of scale through standardised and integrated procurement tools
  • Creating a strong ‘family’ culture holistically across the business

The Need to Transform your Back Office to Become More Automated – Challenges of a Digital Age

The emerging wave of digital technologies is radically changing the way businesses interact, operate and compete. In this presentation from Business Transformation New Zealand 2016, Keren Roberts, GM Enterprise Services Delivery, ANZ details how this wave of digital transformation is creating significant opportunities and challenges for ANZ’s back office processes, including:
  • Leveraging digital technologies and automation to increase the efficiencies of your back-office processes
  • Developing a roadmap of which processes/technologies to prioritise
  • How to keep your digital capabilities aligned with those of your offshore teams
  • Focusing on the key goals to create better customer outcomes and higher quality outcomes with lower costs going forward
  • Developing a continuous improvement culture

Building Engagement, Capability and Capacity to Drive Continuous Improvement within the Finance Team at the Department of Internal Affairs

As the Principal Advisor to the CFO, Mark has been working with the Finance Team at the Department of Internal Affairs New Zealand to build their capability and capacity to support enhanced value-add financial decision making. In this session, Mark will explore some of the key capability and business improvement projects he has worked on to support this capability change.
In this presentation from Business Transformation New Zealand 2016, Mark discusses the team’s strong focus on Lean methodology and including:
  • Exploring how we went about building a Lean culture from scratch
  • The key projects in the Procure to Pay and Lead to Cash areas where we used Lean to deliver significant process time and cost savings
  • How we used a common language for driving performance improvement across the finance team
  • Discussing how we moved to developing improvements based on understanding the problem rather than having a great solution

Fast Track Your Attendance

Fast Track Your Attendance

Want to fast track your registration to Business Transformation NZ? It's easy - just download, fill out this form and send it to registration@iqpc.com.au