7:30 Registration For Workshop A.

8:00 – 10:30 Workshop A:Building the Infrastructure to Support a High-Performance Organization

Once the decision is made to adopt an organizational model that strives for excellence, how can you build an infrastructure that supports a successful institution? There are six key components of a performance-driven design that go well beyond simply centralizing processes. They align to create a system of governance that is the foundation upon which a successful organization should be built. Much like building a house, a stable infrastructure should start from the bottom up.

Participants will learn how to:

• Component #1: Use products and services to allow a specific function in an organization to be run like a business and better manage its operations
• Component # 2: Utilize activity-based costing to measure the costs of products and services provided by the organization
• Component #3: Recover the cost of products and services via charges to the business unit for units of service rendered
• Component #4: Establish service level agreements between the provider of a service and a customer that quantify target quantity, quality, and cost of services to be provided in a future period
• Component #5: Create an effective performance management process using performance indicators and targeted goals
• Component #6: Apply a best practice approach for customer relationship management

Discussion: Is it better to centralize or improve processes first? It is frequently assumed that centralization needs to take priority, but it actually is dependent on the rollout strategy.

Workshop Leader:

Sam Poston
SVP-Shared Services and Federal Government Lead
ScottMadden

10:45 – 1:15 Workshop B: Change Management Best Practices: What it Takes to Transform Government

Change management is a complex process that requires a solid grasp of both theory and practice. Although many academics and practitioners have written about change management, few have attempted to bring all the literature and practical lessons together in one place. To this end, Booz Allen Hamilton has partnered with the Georgetown University McDonough School of Business Executive Education Program to develop a robust Change Management Advanced Practitioner (CMAP) certification program, bringing together public and private sector practitioners and scholars to apply and integrate expertise in the areas of leadership, culture, human capital management, strategy and operations management into a comprehensive, graduate-level change management program. In this workshop, participants will learn some of the Change Management Best Practices introduced in the graduate-level CMAP program, including:

• Why Change Efforts Fail
• Change Management Success Factors
• Stakeholder Engagement
• Assessing Change Effectiveness

Workshop Leader:

Dave Mader
VP
Booz Allen Hamilton

1:15 Registration For Workshop C.

1:30 – 4:00 Workshop C: Performance Management and Process Improvement Made Simple

High performing organizations share two common elements: they measure performance and then act on the data by improving their processes. The goals are usually straightforward: improving overall service delivery, lowering costs and identifying efficiencies for the organization. But where do you start? What practices truly work and give you actionable results quickly. What’s meaningful to your customers as well as management? How do you link financial and operational data to provide better insight? These and many other questions will be answered in this carefully designed program of lecture and hands-on case study exercises. The objective for this workshop is simple: to provide you the theory, practical experience and tools for quickly implementing in your organization.

Participants will learn how to:

• Use the basic tools in performance management – Scorecards and Activity Analysis for a top-down/bottoms up approach
• Generate quick results using hands-on techniques and templates in an interactive case study.
• Link financial and operational data to support business transformation and strategic initiatives.

Workshop Leader:

Andrew Muras
Sr. Manager
BAE Systems Technology Solutions & Services

4:00 Registration For Workshop D – Dinner Will Be Served.

4:15 – 6:45 Workshop D: Leveraging the Lean Approach to Operational Excellence: Tools and Metrics for Swift Success in Lean Times

The current economic climate points out the pressing need to improve processes, yet identifying what tools are most effective and how to implement them in a sustainable manner is a continuing struggle for many organizations. Those responsible for implementation often have limited resources or little expertise with business process improvement, yet still have the requirement for quick and lasting success. This workshop is designed to identify those tools and metrics which will provide most the benefit regardless of the situation.

Participants will learn how to:

• Lead process improvement efforts regardless of resources
• Tie implementation to the strategic objectives of the enterprise
• Identify the sources of process waste and apply Lean concepts to eliminate
• Map internal processes using best practice methods and tools
• Improve the conduct of value stream analyses
• Develop key metrics to evaluate process design and guide your continuous improvement efforts

Participants are asked to submit a brief overview of their current business challenges in advance of the workshop so that the moderator can be prepared to address your specific obstacles and to make this a valuable information exchange and a profitable use of your time.

Workshop Leader:

F. Lee Campbell IV
Chief of Strategic Planning
U.S. Army Military District of Washington