ICIPS Institute for Continuous Improvement
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Nick Jackson

Sarah Ghosh

Sarah is a proven Finance leader with more than 25 years experience gained in Technology, Finance and Organisational change. With a blue chip, corporate and SME background Sarah has held leadership positions including at C-Suite level, directing Finance and Operational teams to deliver ambitious revenue, efficiency and growth targets.

Sarah helps organisations formulate vision and goals, and defining the steps required to achieve sustainable growth. Her focus is on Finance effectiveness, transformation and stakeholder management.

Sarah is a CIMA fellow by profession and currently holds the post of Vice President. Her experience of leading teams, chairing groups, and contributing across various forums has helped inform strategic direction, promote thought leadership, build engagement and increase opportunities for continuous learning.

Sarah’s passion for technology and a data driven approach enables her to challenge how businesses operate in achieving their growth trajectories. She offers a different perspective, having worked across sectors such as Government, Healthcare, Banking, Insurance, IT, Manufacturing and Telecoms.

LinkedIn: https://www.linkedin.com/in/sarahghosh/

Nick Jackson

Dr Helen Hughes
Associate Professor at Leeds University Business School

Hybrid working and workplace networks – how are these things connected, and why should we care?

Social interactions are the heart of the workplace for many people. Workplace friendships help to cultivate a sense of belonging and commitment that can help to reduce turnover, while strong advice networks can help organizations to solve problems more quickly, improve innovation, and more effectively capture and manage knowledge. In other words, the social networks of employees are vital to their employer’s performance. This talk will present findings from two publicly funded research projects, which respectively consider the impact that workspace, and remote and hybrid working practices can have on the development and management of networks. The talk will reflect on the implications and challenges for managers and business leaders.

Dr Helen Hughes is an Associate Professor at Leeds University Business School, and a Chartered Occupational Psychologist. She has expertise in workplace collaboration, studying the social dynamics of workplace relationships and the ways that these can be harnessed by organizations to improve both their performance and efficiency, and the wellbeing and satisfaction of their employees. Currently, she is a Co-Investigator on an ESRC-funded project: “Adapting Offices for the Future of Work”, which is looking to support economic recovery by identifying effective office design and work practice adaptations that also support remote and hybrid working.

Dr Sanjay Bhasin
Visiting lectureship with Buckingham University Business School
Editorial Board Member for the:
  • “Journal of Applied Continuous Improvement”
  • “American Journal of Operations Management and Information Systems"
Fellow of
  • “Institute of Continuous Improvement in the Public Sector”
  • “International Lean Six-Sigma Institute"
  • "Chartered Quality Institute"

Ingredients necessary and pitfalls to avoid in pursuit of securing Learning Organisation status

Dr Sanjay Bhasin is an accredited senior Lean/Continuous improvement (CI) practitioner depicting high-ranking management positions within the industrial, education and public sectors. As a master Black-belt in LSS, his present position as “Head of Continuous Improvement” for the Probation Service in England and Wales predominantly incorporates steering the organisation towards a higher level of Lean maturity. He obtained his PhD in Lean from Aston University. He is the author of various articles published in reputable international journals alongside two books and has presented at numerous international conferences. This includes frequent invitations as key-note speaker.

Recognition includes most commended award for his research on “culture” in the “International Journal of Lean Six Sigma” and winning national awards for his research by the Institute of CI Public Sector in 2014 and 2015 consecutively. Besides being a peer reviewer of seven international journals. He retains his links with academia and cutting-edge research through his visiting lectureship with Buckingham University.

Nick Jackson

Jo Dowdall, CQP MCQI

Jo began her career in Continuous Improvement in the year 2000 and has been a keen practitioner, coach, trainer and advocate ever since. Jo is an experienced Quality Manager, Lean Six Sigma Black Belt, Excellence assessor and trainer, and implementer of ISO management systems. She now works with Catalyst Consulting and is recognised for her engaging and motivational approach.

Jo has worked internationally within a broad range of sectors to deliver training and facilitate improvement. These include the public sector and government departments, utilities, telecoms, retailers and manufacturers.

Jo co-authored ‘Lean Six Sigma for Leaders’ and ‘Lean Six Sigma for Dummies’, wrote the ISO 9004:2018 Guide to Achieving Sustained Success and most recently developed the CQI’s Competency Framework.

About the presentation:

A look at what Continuous Improvement practitioners need be effective now and in the future, including competences, hunger and the tools for the job. The presentation will share some of the findings from research undertaken with quality and improvement practitioners across 6 continents. Far from being dry and unappealing these are hugely appetising and moreish.

David Gilbert

David Gilbert
Director of InHealth Associates

David Gilbert is Director of InHealth Associates. He is a former mental health service user and author of ‘The Patient Revolution – how we can heal the healthcare system’. He has 35 years experience of working with, and for patients. He was the first Patient Director in the NHS at the Sussex MSK Partnership (Central) and has been Head of Patients and the Public at the Commission for Health Improvement, and Patient and Public Involvement Director at NHS Croydon. He has also worked at the Kings Fund, OPM and Consumer Association.

Drawing on his experiences as a mental health service user, as an engagement practitioner, and as the first Patient Director in the NHS, David will chart the rise of 'patient (lived experience) leadership' as a way of transforming, humanising and democratising health and public services.

He set up InHealth Associates ten years ago. He was co-founder of The Centre for Patient Leadership that originated the notion of patient leaders and patient leadership and was awarded ‘star leader’ status in the HSJ/NHS England Patient Leader Awards.

David is a leading thinker and doer in the field of patient and public engagement and is a respected strategist, facilitator, researcher, trainer, writer, connector and communicator. He has worked with over a hundred local, national and international organisations to help develop effective ways that patients can be true partners in health and healthcare.

He is a published poet and Writer In Residence at The Bethlem Gallery. He lives with Susan and his two children, Samuel and Adam in North London.

The “new normal” at work in the post-pandemic


The latest analysis of the effect of COVID-19 on office-based work indicates that both employers and workers are in favour of a hybrid working approach in future. To take advantage of hybrid work, employers would have to examine and review their current practices and develop appropriate HR and IT policies to facilitate and/or regulate hybrid work. The areas that employers need to consider include investment in IT infrastructure to connect people on- and off-site to coordinate their activities; providing IT support and training to ensure workers have adequate digital skills and competencies for facilitating and shaping positive hybrid working experiences; and reframing people’s understanding with regards to performance management, engagement, and team building. Employers will need to ensure their hybrid work policies are informed by equality, diversity and inclusion principles and provide equal opportunity to all workers to access hybrid work. In this talk, we will address some of these concerns and share our recommendations for managing an effective and equal hybrid working environment.

Speakers’ Bios

Dr Angela Lin is a lecturer in Information Systems at the Information School, The University of Sheffield. Her principal research interests are in the areas of information systems management, digital transformation, digital business, and the business applications of the Internet of Things. She has published papers and supervised student projects on the topics of information systems implementation management, information systems adoption and post-adoption management, information systems project risk management, sustainable information systems strategy, e-government infrastructure, online consumer behaviours (e.g. decision making and information search), e-commerce business models and strategies, digital marketing, and concept of smart supply chain management. Her current research explores the implications of hybrid work for employers and workers, the role that technologies can play in supporting the new work arrangements in the post-pandemic, and the challenges that employers and workers face in the hybrid working environment.

Dr Efpraxia D. Zamani (PhD, SFHEA) is a Senior Lecturer of Information Systems at the University of Sheffield. She received her doctorate from the Department of Management Science and Technology of the Athens University of Economics and Business (Greece). Her research interests are found at the intersection of organisational and social aspects of Information Systems and emerging technologies more broadly, with an emphasis on how Information Technology shapes and is being shaped by work practices. Her work has appeared in journals, such as the Information Systems Journal, the Journal of Information Technology, Government Information Quarterly, and Technological Forecasting and Social Change, and she has presented her work at numerous conferences. She has worked on several EU and nationally funded research projects.

Break out sessions

Putting Customers At The Heart of Service Design


Samira Otung, PICIPS is a Continuous Improvement Consultant working as a Business Improvement Officer at Leicestershire Police. She is an author, coach, trainer and speaker with years of valuable experience and passion for personal development and organisational cultural improvement. Apart from her background in Law, Project Management, Business Analysis and more, she is recognised for her positive approach and passion for community engagement as well as workplace culture development.

Samira is currently working with Senior key decision makers within Leicestershire Police to help deliver on the National Race Action Plan. A project that involves working with various organisations like, the Home Office and College of Policing to shape what an effective and inclusive Police Force should be in coming years.

What to expect from the breakout session

An understanding about how to get the right balance between the expectations of the people we serve and the service that can be provided, through careful engagement and mindset shift.

Catalyst Consulting Martin Breng- Jones

‘Using interactive White Boards for Rapid Improvement Workshops’

ICiPS MAT Survey Tool

A FREE and essential tool for any organisation who is serious about continuous improvement.