Live Chat Software
November 28 - 30, 2018
Alexandria, VA

Pre-Conference Workshop Morning

8:00 am - 9:00 am REGISTRATION AND COFFEE

9:00 am - 10:30 am WORKSHOP A: Achieving Process Excellence

Jim Champy - Business Consultant & Author
  • How technology today is enabling process excellence
  • The challenge of implementing new technologies
  • Fundamentals of process redesign
  • Executing process and behavioral change
  • Reinventing a healthcare system 
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Jim Champy

Business Consultant
& Author

10:30 am - 10:45 am MORNING BREAK

9:00 am - 10:30 am WORKSHOP B: Importance of IT Technologies in Addressing VA Challenges

Jeff Tennen - Veterans Experience Officer (Relationship Manager) U.S. Department of Veterans Affairs
·          Understand the Patient Experience
·          Build the PX Structure
·          Align and Execute PX Strategy
·          Recognize & Sustain
  • Measure & Analyze
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Jeff Tennen

Veterans Experience Officer (Relationship Manager)
U.S. Department of Veterans Affairs

12:15 pm - 1:45 pm LUNCH

10:45 am - 12:15 pm WORKSHOP C: Leading Change: 4 Drucker Prescriptions For Making Effective VA Change Happen

Dr. William A. Cohen - PhD Major General, USAF , Ret. THE INSTITUTE OF LEADER ARTS
Forward-thinking managers in both for-profit and not-for-profit organizations have discovered leading change is an acquired skill not a "Eureka moment." Simply put, how to lead change can be taught, learned, and practiced. Peter F. Drucker defined four tasks every executive has to practice to effectively lead change.

·          This workshop details these four tasks so that VA executives can perform them systematically, purposefully, with understanding, and with a high probability of accomplishment.
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Dr. William A. Cohen

PhD Major General, USAF , Ret.
THE INSTITUTE OF LEADER ARTS

3:15 pm - 3:30 pm AFTERNOON BREAK

3:30 pm - 5:00 pm WORKSHOP D: Doubling down on Customer Self-Service Tools Internally & Externally

·          Prioritizing the benefit space to include appeals modernization
·          How the New Cloud-based software-as-a-service IT management tool will streamline internal processes and provide better end-use experience for employees
·          Lighthouse Lab- how it will help connect the disparate systems, allowing information exchange and innovation