Registration and Continental Breakfast

8:00 am to 9:15 am

Morning Plenary Session

9:15 am to 10:30 am

Breaking Inertia: Outperforming Your Constraints


Rami Goldratt, Chief Executive Officer | Goldratt Consulting

We are caught in inertia when we continue to follow the same practices, even when we know there is a need for change. Inertia drives us to optimize within a conflict rather than breaking free of the conflict. In his keynote presentation, Rami Goldratt shows what it takes to break inertia and achieve performance levels that otherwise seem impossible given our current constraint. Rami provides three examples from very different environments that illustrate how it’s done. He concludes with a challenge: We should not wait for a crisis to break the inertia that holds us back from breakthroughs in performance!

Breakout Session 1

10:45 am to 11:25 am

A New Workplace: Modernizing Where, How, and When Utah Works

Location: Meridian A, E, F
Jeff Mottishaw, Senior Consultant | Utah Governor’s Office of Management and Budget

In this workshop, Jeff Mottishaw will review the State of Utah’s telework pilot and plans for implementation across the state workforce. Jeff will focus on implementation—the key to success—and the ability to manage performance over presence.

From Idea to Implementation

Location: Meridian B
Sara Stolt, Transformation Manager | North Dakota Department of Human Services

Strategic plans sit in binders on dusty shelves only to be pulled out every other year – at best – to update them. Idea generating sessions, mind mapping, suggestion boxes collect the thousands of great ideas for your organization only to sit on the desks of over worked HR staff. Energizing TOC sessions that redesign systems sit stagnant and never move further than idea generation. They all lack one key step – great implementation. This workshop will focus on the steps that Sara Stolt, Transformation Manager ND Department of Human Services, uses to ensure a great implementation for every project and strategic initiative the department is focused on. Participants will gain insight into project and time management, facilitation, technology and tools that will help ensure a successful implementation for all of your projects and TOC efforts.

From Big Data to Better Data: Measure What Matters

Location: Meridian C, G
Rachel Stone, Chief Data Officer | Utah Governor’s Office of Management and Budget

With the right performance measures, less is more. Over the next year, state agencies will work with GOMB and the legislature to streamline their various performance measures. Get a head start with GOMB’s Chief Data Officer to differentiate your data, capture performance throughout your organization, and deliver winning messages to stakeholders to further support your work.

Rules of Flow: Triage and Full Kit

Location: Meridian D, H
Chris Caras, Utah Department of Public Safety
Gary Scheller, Director | Utah Office for Victims of Crime

Flow is the action of moving from one place to another in a steady, continuous stream. Utah’s SUCCESS Framework addresses seven basic rules that help improve the flow and quality of work. In this workshop Chris Caras will demonstrate how the rules of flow concept of triage has significantly reduced customer wait times in the Department of Public Safety’s 13 drivers license division field offices despite large increases in customer demand. Current average wait times are among the lowest in the nation at five minutes. In addition, Gary Scheller will outline how the rules of flow concept of full kit has helped to produce a 38 percent improvement in the Crime Victim Compensation program application processing time from 40+ days on average to less than 25 days.

Rules of Flow: Work in Process (WIP)

Location: Stratus 5, 6
Randy Cox, Agile Coach and Project Manager | University of Utah Health Sciences
Staci Ghneim, Operational Excellence | Utah Department of Human Services

Flow is the action of moving from one place to another in a steady, continuous stream. Utah’s SUCCESS Framework addresses seven basic rules that help improve the flow and quality of work. In this workshop, Randy Cox from the University of Utah Medical Group’s analytics team will demonstrate how work in process (WIP) boards can be used across a wide variety of systems to easily determine the actual amount of work in a system as well as share the basic rules to help build a culture of completion versus a culture of multitasking. In addition, Staci Ghneim will show how WIP boards are effectively being used within the Department of Human Services.

De-Mystifying the Radiator Chart

Location: Zephyr
Brigadier General Christopher D. Hill, Commander, Oklahoma City Air Logistics Complex | Tinker Air Force Base

Achieving and sustaining Art of the Possible (AoP) results requires a methodical approach and focused leadership.The radiator chart utilized by Tinker Air Force Base is a comprehensive game plan intended for leaders to execute and sustain AoP, as well as provide the tools needed for leadership to engage and collaborate with the enterprise team. Leaders must focus on all areas of the model as a whole in order to implement and drive the right behavior across the enterprise. Brig. Gen. Christopher D. Hill, Commander at Tinker AFB, will present on the elements of the chart and the success they’ve seen on implementing it as well as lessons learned along the way.

Fresh from the Cow to the Consumer: Applying TOC to the Supply Chain & Retail

Location: Twilight 1, 2
Bruno Girao, Chief Executive Officer | Betânia Lácteos

Have you ever gone to the grocery store only to be disappointed when they are out of the milk or yogurt you went to buy or the only milk available was due to expire in the next couple of days? CEO Bruno Girao will explain how Betânia Lácteos went from 12% shortages at distribution and 32% shortages at retail to 4% at distribution and 13.5% at retail. More sales, inventory turns and profits for Betânia Lácteos and the retailers, more available good products for the consumers to enjoy. Betânia Lácteos supplies nearly half of the milk consumed in the northeastern region of Brazil. They convert 850,000 liters of milk produced by 3,500+ farms into fresh products at 50,000+ points of sale. Going well beyond the dairy industry, attendees will learn what it takes to move from push to pull and create great availability of the right goods, without mountains of inventory!

Q2M: Quick to Quality, Quick to Market

Location: Twilight 3, 4
Celina Blanco-Boscan, Manager, Fleet Initiatives, Technical Operations | Delta Air Lines, Inc.
Sam Gollin, Lead Project Manager | Delta Air Lines, Inc.

Delta Air Lines flies a large fleet of aircraft around the world such as MD88, MD90, 717, 737, 757, 767, 777, 787, A220, A320, A330, A350, etc. Delta continues to lead North America in maintaining the latest technology and interiors for passenger safety and flying experience. To do so, Delta fleet projects strategically plans and executes projects to upgrade old aircraft and customize newly acquired aircraft to meet passenger need. These projects are multi-year, complex projects with many internal customers and external suppliers such as seats, IFE (in-flight entertainments), lavatories, galleys and other interiors. In this workshop, Delta will share how the Theory of Constraints project management principles and Thinking Processes were applied to collaborate with internal customers and external suppliers to cut cycle-time by 15-25% and improve first-time quality.

Lunch Plenary Session

11:45 am to 2:00 pm

Innovating Innovation: A New Framework for Unleashing Your Full Potential

Kris Cox, Executive Director | Utah Governor’s Office of Management and Budget

Innovation is one of the most overused and misunderstood words in both the public and private sector. In her keynote address, Kris will share a framework for achieving true innovation by transforming a concept or idea into a breakthrough result. With today’s tight budgets and competitive environments, doing more of the same is no longer the answer. It takes real innovation to stand out and deliver a whole new level of results.

Breakout Session 2

2:15 pm to 3:05 pm

The Essential 8, Part 1

Location: Meridian A, E, F
Steve Cuthbert, Operational Excellence Director | Utah Governor’s Office of Management and Budget
Greg Gardner, Operational Excellence Director | Utah Governor’s Office of Management and Budget

In January 2017, Utah’s cabinet-level agencies exceeded Governor Herbert’s goal to improve state government operations by 25 percent—but the work to improve continues. In this two-session workshop, Steve and Greg will highlight the eight essential strategies to be used in any organization to create a culture of ongoing improvement. In fact, the workshops will include a condensed version of the SUCCESS Framework leadership training currently being offered to all cabinet-level agencies. Regardless of your current assignment, you won’t want to miss out on this unique training opportunity—just be sure to attend the consecutive sessions (Parts 1 and 2) offered on either day of the conference.

From Idea to Implementation

Location: Meridian B
Sara Stolt, Transformation Manager | North Dakota Department of Human Services

Strategic plans sit in binders on dusty shelves only to be pulled out every other year – at best – to update them. Idea generating sessions, mind mapping, suggestion boxes collect the thousands of great ideas for your organization only to sit on the desks of over worked HR staff. Energizing TOC sessions that redesign systems sit stagnant and never move further than idea generation. They all lack one key step – great implementation. This workshop will focus on the steps that Sara Stolt, Transformation Manager ND Department of Human Services, uses to ensure a great implementation for every project and strategic initiative the department is focused on. Participants will gain insight into project and time management, facilitation, technology and tools that will help ensure a successful implementation for all of your projects and TOC efforts.

Rules of Flow: Standard Work and Mistake Proofing

Location: Meridian C, G
Cameron Ruppe, Division Director | Utah Labor Commission
Troy Starley, Equipment Specialist | Utah Department of Transportation

Flow is the action of moving from one place to another in a steady, continuous stream. Utah’s SUCCESS Framework addresses seven basic rules that help improve the flow and quality of work. In this workshop, Cameron Rupp will demonstrate how the rules of flow concept of standard work has been applied to Utah’s Occupational Safety and Health Division’s (UOSH) inspection process within the Labor Commission. While Utah statute allows up to six months to issue a citation after a UOSH inspection, the division now completes 92 percent of cases within 45 days which equals an impressive 47 percent improvement since 2016. In addition, Troy Starley with the Utah Department of Transportation’s heavy-duty truck repair shop will show how applying the rules of flow concept of full kit is dramatically reducing the downtime of UDOT’s snowplows from 25 to 30 percent on average. Work to improve is still underway and UDOT’s ambitious goal is to get downtime to under 10 percent.

Rules of Flow: FITT

Location: Meridian D, H
Brett Peterson, Director | Utah Division of Juvenile Justice Services
Mike Butkovich, Program Director | Utah Division of Juvenile Justice Services

Kyle Goudie, Assistant Program Director | Juvenile Justice Services

Flow is the action of moving from one place to another in a steady, continuous stream. Utah’s SUCCESS Framework addresses seven basic rules that help improve the flow and quality of work. In this workshop, Brett Peterson and Mike Butkovich will demonstrate how front-loading, intensity, time, and type or FITT is being used to reduce the risk of recidivism within Juvenile Justice Services (JJS). Preliminary results show that JJS is intervening earlier and more effectively with youth and their families with average risk scores for youth in JJS’ care having been reduced by 45 percent.

Rules of Flow: Synchronization

Location: Stratus 5, 6
Sridhar Chandrasekaran, Partner | Goldratt Consulting
Dr. Madhu Gundlapalli, Former Clinical Director | Utah State Hospital

Flow is the action of moving from one place to another in a steady, continuous stream. Utah’s SUCCESS Framework addresses seven basic rules that help improve the flow and quality of work. In this workshop, Shridar Chandra, partner with Goldratt Consulting, will demonstrate how synchronization is an effective tool for aligning and pacing work based on system-level priorities. In addition, Dr. Madhu Gundlapalli will discuss how synchronization has been used to dramatically improve services at the Utah State Hospital to include increased admission capacity, reducing the average patient length of stay, and ensuring that individuals waiting for competency restoration treatment begin such treatments within 60 days.

Breakthrough in Leadership for Breakthrough Performance

Location: Zephyr
Lisa Scheinkopf, Partner | Goldratt Consulting
Lt. General Andrew Busch, (ret), Independent Consultant and Strategic Advisor | Goldratt Consulting

What is it that is really unique about the leaders who consistently guide their organizations to the next performance breakthroughs? The answer seems quite elusive. A Google search on “Leadership Workshop” yields 260 million results and a search on “Leadership Article” provides an opportunity to scroll through more than 400 million results! Andrew Busch spent most of his career in the Air Force, retiring as a Lieutenant General in 2017. In his 12 years as an Air Force General, he led successful TOC implementations in each of his major command positions, spanning a range of different environments. Lisa Scheinkopf has spent the past 3 decades guiding the leaders of TOC implementations. In this presentation, they will share 3 critical roles that leaders must fulfill in order to guide their organizations to and through step changes in performance. Want to know how well you are equipped to lead your team to and through breakthroughs? Take the assessment that will be shared during the presentation.

Person Dependent to Process Driven: A Transformation

Location: Twilight 1, 2
Prithvideep Singh, General Manager | CDIL Semiconductors

Transitions are always challenging, but even more so when it feels like a single individual is just about holding the entire company together. Such was the situation at Continental Device India Pvt Ltd (CDIL), an international player in the semiconductor industry since 1964 and a pioneer of the electronics sector in India. After a rough patch in the late 2000s, the company was left with a depleted senior management constantly fighting one fire after another. Prithvideep Singh, General Manager, will share how CDIL used TOC to break out of this vicious cycle and the steps they took to get buy-in from all levels to enable this transformation.

From Worst to First

Location: Twilight 3, 4
Tony McMillan, Gate Gourmet

Gate Gourmet LAX produces 30,000 meals a day, operating 24/7 for one of the nation’s busiest airports where Delta is a major customer. In 2016, both Gate Gourmet and Delta were experiencing challenges and real change needed to occur to bring both companies back to stellar performance. By working together, both companies have seen tremendous results and are on track to outperform themselves again this year. Tony McMillion, business unit leader from Gate Gourmet, will present on the breakthrough collaboration between Gate and Delta utilizing the Theory of Constraints.

Breakout Session 3

3:20 pm to 4:10 pm

The Essential 8, Part 2

Location: Meridian A, E, F
Steve Cuthbert, Operational Excellence Director | Utah Governor’s Office of Management and Budget
Greg Gardner, Operational Excellence Director | Utah Governor’s Office of Management and Budget

In January 2017, Utah’s cabinet-level agencies exceeded Governor Herbert’s goal to improve state government operations by 25 percent—but the work to improve continues. In this two-session workshop, Steve and Greg will highlight the eight essential strategies to be used in any organization to create a culture of ongoing improvement. In fact, the workshops will include a condensed version of the SUCCESS Framework leadership training currently being offered to all cabinet-level agencies. Regardless of your current assignment, you won’t want to miss out on this unique training opportunity—just be sure to attend the consecutive sessions (Parts 1 and 2) offered on either day of the conference.

Reducing Backlogs

Location: Meridian B
Michelle Renkemeyer, Director, Strategic Performance and Innovations | Missouri Department of Social Services
Staci Ghneim, Operational Excellence | Utah Department of Human Services

Have you ever experienced a backlog? Have you ever tried to burn down a backlog? If you have, did the backlog just return or did the constraint move? Whether it is emails, customer wait lists, or a pile of overdue projects/cases, all individuals and organizations can experience backlogs. Identifying backlogs is simple, right? Or is it? Clearing backlogs can be incredibly challenging yet critical to success. In 2017, the State of Missouri set out to dramatically reduce a long-standing backlog of cases in one of its social services divisions and not only succeeded in reducing the backlog, but have sustained it. Michele Renkemeyer will share how they did it.

From Big Data to Better Data: Measure What Matters

Location: Meridian C, G
Rachel Stone, Chief Data Officer | Utah Governor’s Office of Management and Budget

With the right performance measures, less is more. Over the next year, state agencies will work with GOMB and the legislature to streamline their various performance measures. Get a head start with GOMB’s Chief Data Officer to differentiate your data, capture performance throughout your organization, and deliver winning messages to stakeholders to further support your work.

Rules of Flow: Triage and Full Kit

Location: Meridian D, H
Chris Caras, Chief Data Officer | Utah Governor’s Office of Management and Budget
Gary Scheller, Director | Utah Office for Victims of Crime

Flow is the action of moving from one place to another in a steady, continuous stream. Utah’s SUCCESS Framework addresses seven basic rules that help improve the flow and quality of work. In this workshop Chris Caras will demonstrate how the rules of flow concept of triage has significantly reduced customer wait times in the Department of Public Safety’s 13 drivers license division field offices despite large increases in customer demand. Current average wait times are among the lowest in the nation at five minutes. In addition, Gary Scheller will outline how the rules of flow concept of full kit has helped to produce a 38 percent improvement in the Crime Victim Compensation program application processing time from 40+ days on average to less than 25 days.

Rules of Flow: Synchronization

Location: Stratus 5, 6
Sridhar Chandra, Partner | Goldratt Consulting
Dr. Madhu Gundlapalli, Former Clinical Director | Utah State Hospital

Flow is the action of moving from one place to another in a steady, continuous stream. Utah’s SUCCESS Framework addresses seven basic rules that help improve the flow and quality of work. In this workshop, Sridhar Chandra, partner with Goldratt Consulting, will demonstrate how synchronization is an effective tool for aligning and pacing work based on system-level priorities. In addition, Dr. Madhu Gundlapalli will discuss how synchronization has been used to dramatically improve services at the Utah State Hospital to include increased admission capacity, reducing the average patient length of stay, and ensuring that individuals waiting for competency restoration treatment begin such treatments within 60 days.

Exploiting Theory of Constraints within the USAF Software Enterprise

Location: Zephyr

James L. Diamond and Brent VanDerMeide, Hill AFB Software Group

Did you know that there are hundreds of Air Force personnel at Hill AFB writing software for fighters and command and control systems? This workshop will focus on how Hill AFB used Theory of Constraints principles and applied DevOps thinking to weapon system software to include their first DevOps implementation. The traditional waterfall method for incorporating upgrades took over a year—DevOps has dramatically reduced the time to deliver needed capability.

Starrett Global Supply Chain: Higher Service Levels without Higher Costs

Location: Twilight 1, 2

Christian Arntsen, Vice President, Industrial Products International
President, Starrett Brazil

Contrary to popular belief that improved service levels cost more, Christian Arntsen will share how the L.S. Starrett Company used TOC to increase sales by delivering better service levels and improving the performance of its supply chain without increasing costs.

Why Doesn’t Lean Work in Japan?

Location: Twilight 3, 4
Yuji Kishira, Chief Executive Officer | Goldratt Japan

Many people believe that most Japanese companies are using Lean (or TPS, the Toyota Production System) and that they are achieving positive results. That is not the case. So the question is: “Why is Toyota delivering great results and other companies are not?” The answer lies with one fundamental assumption. In this workshop, Yuji Kishira will disclose the assumption, show how to utilize TOC effectively in environments where Lean isn’t working, and share a variety of case studies to support the assumption.

If you have any questions or need registration help, please contact Becky Greenburg.

If you have any questions or need registration help, please contact Barbie Converse.