Karen Kirton
Maroubra,NSW
Summary
Process improvement professional prepared to enhance operational efficiencies and implement best practices. Proven ability to drive impactful changes and streamline workflows. Valued for strong team collaboration and results-oriented approach, with focus on continuous improvement and adaptability. Proven track record of driving operational excellence by building trust-based relationships with stakeholders and employees, facilitating effective change management across diverse business functions.
Overview
33
33
years of professional experience
Work History
Head of Process Excellence and Change
Australian Institute of Company Directors
09.2021 - Current
- Overall responsibility for building maturity across business process and change management capabilities
- Developed Process Excellence and Change Management strategies endorsed by Board
- Definition of new Operational Quality Management System
- Developed and implemented Lean, fundamentals, yellow, Green Belt and Change Management learning pathways
- Lead team of specialist Change Managers and Process Improvement Analysts to support operational and organisational change initiatives across the business
- Developed and implemented process architecture and governance aligned to APQC framework
- Drive and prioritise improvements across the organisational value chain
- Implementation of Robotic Process Automation (RPA) to eliminate repetitive tasks
- Spearheaded initiatives and kaizen events which resulted resulted in significant savings.
- Promoted innovation culture by encouraging employees to identify areas of improvements during regular team meetings.
- Led cross-functional teams for successful process improvement initiatives, resulting in streamlined operations.
- Implemented Lean Six Sigma methodologies, significantly reducing waste and increasing productivity.
- Enhanced operational performance with data-driven analysis and recommendations for key stakeholders.
Manager Lean and ISO9001 Programs
Australia Post
04.2016 - 09.2021
- Overall responsibility for Lean continuous Improvement Program and team that manages continuous improvement and process architecture for Australia Post
- Achievements include: Establishment and implementation of process architecture and modelling conventions, process modelling training for the development and governance of standard and safe operational procedures: Significantly accelerated the definition/baselining for IT, infrastructure, transformation, and safety improvement projects
- Curriculum development, delivery and coaching for Lean problem solving for our deliveries operational staff: 387 people trained and undertaking improvements using Lean Six Sigma
- Lean Six Sigma Basic Black Belt program including coaching: 36 certified senior leaders across the network
- Management of ISO 9001 certification process for Australia Post and Startrack sites nationally achieved in 2017
- Development and implementation of standards for daily production meetings, across major processing sites
- Identification, prioritisation and implementation of operational and safety improvement opportunities across the network: June 2021 - Google ML project successfully reduced LSE and Dock exposures by 80% across 10 major processing sites
- Lead and/or coached teams in various continuous improvement initiatives across the network: Revenue leakage premium deliveries reduced by ~$500k PA YOY
- Damage management, process reduced from 20minutes to 3 minutes per report lodged, customer complaints reduced by 80% (NPS damage related complaint)
- Pallet Management losses reduced by $800,000 PA in road express network
- Transit time East to West coast reduced by 1 day
- Inbound international processing time reduced by 48 hours
- FIFO processes and controls implemented in Brisbane, Melbourne & Sydney, average staging dwell time reduced from 4hours to 10 minutes
- Establishment of cleaning, temperature checking and zoning standards and signage for the management of COVID-19 (no transmission between zones to date)
- Air network (express) utilisation and safety improvement of 25% through standardisation of process and streaming of product between Australia Post and Startrack Networks
- Equipment (loading devises) facilitation of improvement workshops to reduce waste
- Numerous 5S initiatives across operational sites
- Development of operational zoning guidelines and visual management pack (signage) to meet state government Covid safe plans: Developed and rolled out successfully in 2 weeks commended by Vic department of health as one of the best and comprehensive plans they had seen
- Establishment of guidelines & Standard procedures to support pallet processing popup sites, Alternate Delivery Model (ADM), & employee volunteer delivery processes to support unprecedented parcel volumes due to Covid-19
- Design and Implementation of internal Audition and accreditation program to drive improvement, ISO 9001 compliance, safety, and staff engagement
- Maintained professional, organized, and safe environment for employees and patrons.
- Controlled costs to keep business operating within budget and increase profits.
Practice Manager | Continuous Improvement
SMS Consulting
04.2014 - 04.2016
- As the Practice Manager, successfully managed, coached, and supported a team of 10 consultants
- Successfully established frameworks, training program and tools to support Lean Design and Continuous Improvement professional services for NSW clients
- The role also required 80% of time spend providing services to clients
- Key engagements include: Taylors Wines: Documentation of value stream model for vine to bottle production process, risk analysis and waste removal and future state system design to support the expansion of production system
- NSW Department of Family and Community Services: Responsible for the establishment of the Lean Design and Process frameworks to support the development of new Child Protection System
- Through understanding the as-is environment and customer needs analysis we successfully designed a child centric system requirements for the call centre screening process, Joint Investigation Team (interdepartmental investigation for processes criminal abuse) Assessment Process (Safety and Risk Assessment)
- Identified and implemented practice optimisation opportunities, example include: Reduced call centre administration tasks and cost from 15 hours to 4 hours per week ~1.2Mil saving PA
- Identification of opportunities to leverage existing mobile telephony to improve case worker safety in the field, design and rollout of video training
- Definition of data collection and analytics approach to triangulate emerging research with child death reports and system trends
Lead Consultant | Process Improvement
Leonardo Consulting
06.2008 - 04.2014
- Optimized team performance through effective communication, training, and leadership techniques.
- Spearheaded the successful completion of complex projects through effective risk management and mitigation strategies.
Consultant | Continuous Improvement
Balanced Design Consulting
01.2002 - 06.2008
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
Various Positions
Telstra
01.1992 - 12.2001
- International Customer Service Manager | Telstra
- International Analyst | Telstra International: Telstra UK
- Mobitel Sri Lanka
- Telstra VCOM Delhi
- Product Manager - Freecall and VPN
- Telephony Engineer
Education
Reporting To The Board -
Australian Institute of Company Directors
Sydney03-2023
PRINCE2 Agile Practitioner & Project Management -
PM Partners
11-2022
Diploma of Electronics and Communications -
University of Wollongong
01.1992
Skills
- Operational excellence
- Productivity improvement
- Business Process Improvement
- Project Management
- Lean Six Sigma
- Change Management
- Customer and Safety focus
- Process & Data Analysis
- Training, Coaching and Workshop Facilitation
- Business planning
- Board Reporting
- ISO 9001 standards
Accreditations
- PROSCI Certified Change Manager
- IASSC Certified Lean Six Sigma Black Belt: Juran Institute
- Process Professional: International Process Performance Institute
- Business Analyst Professional (CBAP): International Institute of Business Analysts
- Managing High Performing teams: Elkiem, Andy Meikle
- Trainer, BPMN 2.0: International Institute of Business Analysts
- ISO 9001:2015 Certification: SAI Global
Career Overview
- Head of Process Excellence and Change; Australian Institute of Company Directors
- Manager Lean Programs; Australia Post
- Continuous Improvement Practice Manager; SMS Consulting
- Lead Consultant; Leonardo Consulting
- Consultant; Balanced Design Consulting
- OTC, Telstra | Telstra International | Reach
Timeline
Head of Process Excellence and Change
Australian Institute of Company Directors
09.2021 - Current
Manager Lean and ISO9001 Programs
Australia Post
04.2016 - 09.2021
Practice Manager | Continuous Improvement
SMS Consulting
04.2014 - 04.2016
Lead Consultant | Process Improvement
Leonardo Consulting
06.2008 - 04.2014
Consultant | Continuous Improvement
Balanced Design Consulting
01.2002 - 06.2008
Various Positions
Telstra
01.1992 - 12.2001
Diploma of Electronics and Communications -
University of Wollongong
Reporting To The Board -
Australian Institute of Company Directors
PRINCE2 Agile Practitioner & Project Management -
PM Partners
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