The speakers for the Congress, as of June 2012, and the title of their presentations can be seen below by clicking on a Congress theme. Currently over 80 presentations have been decided upon. The final programme will have over 120 presentations from speakers from over 30 countries.

Keynote speakers are shown separately via this link.

An overall programme for the Congress showing the days and time of presentations is shown here.

Congress Themes
Developing Business CapabilityLeadershipStrategy
Customer and Market FocusMeasurement, Analysis and
Knowledge Management
Human Resource Focus
Process Management


Measurement, Analysis and Knowledge Management Theme Speakers

Selecting Measures, Analysis, Reporting, Balanced Scorecard, Triple Bottom-line

Alan Baldwin

Organisation: Australian Unity Health, Australia

Presentation: Prevention vs Correction – The Cost of Quality in Dental Care.

Bio: Alan is Head of Dental Care at Australian Unity Health Limited, an Australian private health insurer that operates four private dental centres in Melbourne Australia.

Alan completed an Honours thesis in 2000 at Monash University that compared the levels of service quality experienced by dental patients to the levels expected prior to receiving the service. Alan is part–way through a PhD research project. This research project seeks to examine the relationship between following a preventive dental health strategy and improving outcomes when measured by health expenditure metrics. The value of receiving regular preventive dental care will be examined by utilising data that spans the first ten years of an innovative preventive dental health program, developed and operated by an Australian private health insurer.

The preventive dental health program utilises the theory that preventive actions are more effective than corrective actions in managing the cost of quality.

Papers & Presentations page       |       Video clip

Richard Greatbanks

Organisation: University of Otago, New Zealand

Presentation: Measurement of ‘Time to Decision’ performance in an Emergency Department environment” Operational, managerial and process Implications

Bio: Richard Greatbanks is a Senior Lecturer within the School of Business, University of Otago, Dunedin, New Zealand. Richard is a Chartered Manufacturing Engineer, a Member of the New Zealand Institute of Directors, and has acted as a consultant to both UK and New Zealand organisations. His Ph.D. studied the use of operational performance with UK SME organisations, and his subsequent academic research interests include the application of quality and performance improvement approaches within manufacturing, healthcare, public sector, and not-for-profit organisations. Richard teaches operations and quality management to undergraduate, post-graduate and doctoral level, and also has a part-time academic leadership role within the Otago MBA programme.

Papers & Presentations page       |       Video clip

Sanjay Mathrani

Organisation: Massey University, New Zealand

Presentation: Enhancing Performance Management Using enterprise  Systems.

Bio: Sanjay Mathrani is a Senior Lecturer in the School of Engineering and Advanced Technology at Massey University, Auckland, New Zealand. He holds degrees in Bachelor of Technology in Mechanical Engineering, Masters in Management Sciences, and a PhD in Information Technology from Massey University. He has more than twenty years of product development, manufacturing and global supply chain experience and has held senior positions in various multinationals namely Greaves, Alstom, and Navman. He has been a practitioner of ERP and business intelligence systems in hi-tech engineering operations and is a chartered professional engineer to New Zealand industry. His research interests are in information and knowledge management, product development and manufacturing operations, and enterprise service-oriented architectures. He has published several papers in international journals, books, and conferences and is an invited speaker at various international universities. Sanjay can be contacted at: S.Mathrani@massey.ac.nz.

Papers & Presentations page       |       Video clip

Peter Prevos

Organisation: Coliban Region Water Corporation, Australia

Presentation: The Incompleteness of Performance Measurement in Services.

Bio: Peter Prevos is a civil engineer, currently managing relationships with developers of land in the Bendigo region (Australia).

Peter has 20 years of experience in the management of engineering functions with extensive involvement with the implementation of ISO 9000 based integrated management systems and business improvement programs.

After completing a degree in humanities and a Master of Business Administration he is currently a PhD candidate at la Trobe University in Melbourne, researching the impact of privatisation on customer service in the water and sanitation supply chain. His main research interest is how managerial behaviour influences organisational performance and how to measure performance in a service environment.

Papers & Presentations page       |       Video clip

Paul Turner

Organisation: Landlink Limited, New Zealand

Presentation: Measuring Urban Design to Improve Social and Environmental Outcomes.

Bio: Paul Turner has lived and worked in the Middle East, Britain and New Zealand. The bulk of his land development experience has been in New Zealand.  His company has won national awards for project management, design and implementation of neighbourhood developments. His company has also won business awards as an emerging business and for customer service, with the award criteria based on the Malcolm Baldridge system.

Papers & Presentations page       |       Video clip

Performance and Best Practice Benchmarking Category

Teresa Bagaman

Organisation: Philippine Society for Quality, Philippines

Presentation: Transforming an In-House Call Center into a Revenue-Generating Outsourcing Center through Benchmarking.

Bio: Ma. Teresa U. Bagaman, Vice-President of the Philippine Society for Quality (PSQ), has over 25 years of strategy development, management and technical experience in Customer Experience Management, Business Process, Quality, Training, Productivity Management and Business Process Outsourcing.

As senior manager of San Miguel Corporation (SMC), the Philippines’ largest food, beverage and packaging company, she spearheaded the conceptualization and growth of SMC Customer Care Center from an In-House Cost Center to a Revenue-Generating Business Process Outsourcing group, resulting in a phenomenal increase in transactions from 2003 to 2011, with a remarkable upsurge of over 400% in sales revenues processed from order-handling transactions. She has also spearheaded benchmarking projects in SMC since 1997 on Total Productive Maintenance, Customer Satisfaction Management, etc.

A Gold Honor Medal awardee of Ateneo Graduate School of Business/ Regis University (USA), Superior Performance awardee from Asian Institute of Management, Miguel Unson Quality Award for dedication and commitment to Quality, and recipient of other Quality awards and certifications, she has presented papers on Customer Satisfaction and Benchmarking Management in Singapore, Thailand, Taiwan and the Philippines.

She recently joined Globe Telecommunications of the Ayala Group of Companies as a Strategy Partner/Executive and lectures on Customer Experience Management for Ateneo Graduate School of Business’ Center for Continuing Education.

Papers & Presentations page       |       Video clip

Jacob Eskildsen

Organisation: Aarhus University, Denmark

Presentation: The Impact of contextual factors on Satisfaction.


Papers & Presentations page       |       Video clip

Rebecca Knapman

Organisation: Fonterra Co-operative Group Ltd., New Zealand

Presentation 1: Creating Sustainable Change From Best Practice Benchmarking.

Presentation 2: Case Study: 75% Increase in Product Acceptability Using Best Practice Benchmarking.

Bio: Rebecca Knapman is a dairy professional with 12 years experience within Fonterra – the largest exporter of Dairy products in the world with annual turnover in excess of NZD $19 billion. Rebecca has exposure to a wide array of operations starting in the laboratory while completing a BSc(Tech) in Chemistry, she then went into Supply Chain as a Grader, Order to Delivery Officer and Supply Chain Co-ordinator where she was responsible for managing the technical relationship with some of Fonterra’s largest customers. This included spending time in the USA for new supplier setup, new product commercialisation and complaint resolution. Rebecca has also worked on a major Supply Chain strategy project and spent 3 years as a Senior Analyst in the Optimisation Trading and Sourcing group while also completing a PGDipBusAdmin in Communication Management and International Business and touring the food industry in China.
Rebecca is passionate about change and her current role is focusing solely on building Best Practice Benchmarking capability within the organisation, and also for external hire. Rebecca is certified in the TRADE Best Practice Benchmarking methodology.

Paper & Presentation 1 page       |       Video clip

Paper & Presentation 2 page       |       Video clip

Muhammad Moazzam

Organisation: Massey University, New Zealand

Presentation: Benchmarking Agri-food Supply Chains.

Bio: Muhammad Moazzam is Pakistani born, received the B.Sc. (Hons.) degree in agricultural economics and the MBA degree with specialization in marketing and agribusiness from University of Agriculture, Faisalabad, Pakistan in 2004 and 2006 respectively. He joined the same university as lecturer in marketing and agribusiness in December 2006. As a lecturer, Muhammad was involved in teaching, research, and as a member of the university’s administration team. Muhammad is currently pursuing his PhD in logistics and supply chain management at Massey University, New Zealand. His research interests include supply chain management, agribusiness management, and benchmarking. He has delivered a seminar on benchmarking in agri-food supply chains and published few papers/articles on agribusiness and supply chain management.

Papers & Presentations page       |       Video clip

Alan Samuel

Organisation: Massey University, New Zealand

Presentation: A Quantum Leap in Informal Benchmarking.

Bio: Alan Samuel was born in Singapore. He served as a Senior Superintendent in the Singapore Police Force and is now pursuing his doctorate in NZ. As chief facilitator for 2 Annual Police Work-plan seminars and numerous top leadership group forums, he has served as a directorate member in charge of organisational development and performance management. He was chief editor to the “Learning Historian” digest of the Youth Olympic Games 2010 held in Singapore and General Elections 2011, a new and highly commended initiative in the civil service. While in the technology department, he pioneered the Police Technology School and was appointed the KM champion. Alan was part of an interviewee team (Communications and Knowledge Management) responsible for the Singapore Police Force’s attainment of the Singapore Quality Award (SQA) with special commendation, the first to receive one and a feat achieved by very few organisations.

Papers & Presentations page       |       Video clip

Michael Voss

Organisation: Pyxis Consulting, New Zealand

Presentation: Why Benchmarking Projects Fail?.

Bio: Michael has been delivering training, facilitating workshops and speaking since 1978. He worked for the New Zealand and US governments and in private enterprise before establishing his own business improvement consultancy PYXIS.co.nz to focus on raising the performance of organisations. He has designed organisational assessment processes, a number of organisational improvement tools, is co-developer of a best practice benchmarking methodology and a frequent commentator on organisational excellence.

Michael has worked with Airways Corporation, Air New Zealand, Civil Service College (Singapore), Energy Efficiency and Conservation Authority, New Zealand Business Excellence Foundation, New Zealand Fire Service, New Zealand Police, New Zealand Organisation for Quality, New Zealand Steel, Housing New Zealand Corporation, Scanpower, Tait Electronics and The New Zealand Refining Company.

Michael has been benchmarking for over 20 years and has delivered training and oversight to benchmarking projects in New Zealand and Singapore.

Papers & Presentations page       |       Video clip

Knowledge Management and Information Technology

Boondee Bunyagidj

Organisation: Thailand Productivity Institute, Thailand

Presentation: Driving Organizational Performance Excellence through KM Assessment.

Bio: Dr. Boondee Bunyagidj is the Advisor to the Executive Director of the Thailand Productivity Institute.

After finishing a Ph.D. degree major in microbiology at the Kansas State University in the United States, she obtained a Master of Management (M.M.) degree major in business management from the Sasin Graduate Institute for Business Administration of Chulalongkorn University, Thailand.

Dr. Boondee has played a pioneering role in introducing benchmarking methodology in Thailand in 1999 and of best practice case studies using the Malcolm Baldridge National Quality Award in 2001.
She helped initiate KM pilot projects at the Thailand Productivity Institute that helped develop a suitable KM model for Thai organizations and recently, the KM assessment methodology based on Thailand Quality Award framework, email address: boondee@ftpi.or.th

Papers & Presentations page       |       Video clip

Kathy Connolly

Organisation: Statistics New Zealand, New Zealand

Presentation: Building Economic Statistics (BES): Revolutionising statistical production in the 21st Century.

Papers & Presentations page       |       Video clip

Brenda Hynes

Organisation: Royal New Zealand Plunket Society Inc, New Zealand

Presentation: Plunket Plus – The Nurse-led Information System Development: Builidng Organisational Capability For The 21st Cenury.

Bio: A Registered Nurse; Registered Sick Children’s Nurse and have held a variety of roles within the health sector. I currently hold the position of GM Service Development for the Royal New Zealand Plunket Society. I have been the business owner and original project manager for the PlunketPlus Project since 2009. My previous role was National Clinical Advisor (Nursing), one of my key portfolios was Clinical Governance of the Information System. My previous roles in health include working in the NGO sector, community, hospitals and the Ministry of Health and the areas included personal health, population health and disability services. I have a Post Graduate Diploma in Public Health; Specialty Nursing Graduate Diploma Community, Child and Family Health Promotion; and a MBA.

My nursing and health experiences to date have highlighted the importance of providing a seamless service to assist in improving the health status of New Zealand children and their families

Papers & Presentations page       |       Video clip

Salman Iqbal

Organisation: Massey University, New Zealand

Presentation: The role of HRM practices as benchmarks in knowledge management: An emperical study.

Bio: Salman Iqbal is a Lecturer in Pakistan. Currently, he is doing PhD in HRM at Massey University, Palmerston North, New Zealand. He received a B.E. degree from Pakistan and later M.B.A. from University of Wollongong, Australia. His research interests include HRM, knowledge management and organisational learning. During his PhD, he has presented his research work in three international conferences. One of his research papers has been nominated as the best PhD paper in Bangkok, Thailand. He has also contributed in two edited books. Apart from his academic research, he has written couple of magazine articles in Human resources magazine (HRINZ). He is the first author in all of his publications along with his supervisors. He can be contacted at: s.iqbal@massey.ac.nz

Papers & Presentations page       |       Video clip

Anuradha Mathrani

Organisation: Massey University, New Zealand

Presentation: Driving Offshore Software Development Collaboration in the Asia Pacific Region.

Bio: Anuradha Mathrani is a Lecturer in Information Technology within the Institute of Information and Mathematical Sciences at Massey University, Auckland, New Zealand. She holds an Engineering degree in Electronics and Telecommunications, a Master’s degree in Management Sciences, and a PhD in Information Technology. Anuradha has a rich industry experience, having worked in research and development laboratories of reputed multinational organizations before joining academia. She teaches applied software design and development courses at undergraduate and postgraduate levels at Massey University. Her research interests are in offshore outsourcing, software application development, distributed software teams and software testing strategies. She has also published several research papers in journals, book chapters, and national/ international conferences. Anuradha can be contacted at: A.S.Mathrani@massey.ac.nz.

Papers & Presentations page       |       Video clip

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