Imperial’s Operational Excellence team can offer you the skills and support you need to improve services and processes

Our coaches and trainers support College-wide programmes as well as local team projects. We use a range of skills and techniques to help you optimise your area of work and associated processes. We offer a range of courses that introduce the OE approach and techniques, giving you the skills to identify opportunities for service improvement. Over 450 College staff have attended our OE introduction course and we offer staff the opportunity to develop their skills further through our Practitioner and Masterclass sessions. 

If you would like further information about the methodology or how OE can support your department, please email the Operational Excellence team.


Level 1: Introduction to Operational Excellence


  • Monday 13 May 09:30-16:30, South Kensington Campus FULLY BOOKED

This training session will provide you with an awareness of the Operational Excellence principles and underlying concepts. After the session you will be able to apply basic tools for identifying operational and service improvement and some techniques for team problem solving. Topics covered:

  • Overview and brief history of Operational Excellence
  • The five OE Principles and how to apply them
  • Practice some of the OE tools (User journey, Runners, Repeaters and Rarities, SIPOC, Value & Waste) and problem solving techniques (5 Whys, Affinity Diagram, Fishbone)
  • OE at Imperial College London

What you will gain:

  • Understand and be able to explain the five OE principles
  • Recognise non-value added activities in a process
  • Understand how to start identifying improvement opportunities at work
  • Apply OE tools to improve processes and user experience

Who is the course for? All staff

How long is it? 1 day (typically between 09:00-17:00)

How much does it cost? It is free

Level 2: Operational Excellence Practitioner Training


  • Thursday 11 April 09:00 - 17:00, South Kensington Campus
  • Wednesday 12 June 09:00 - 17:00, South Kensington Campus

Building on the Introduction session, this training will provide you with the skills to analyse and prioritise operational and service improvements and it will allow you to start leading (with some support) problem solving exercises in your area. In this training session you will gain experience of using a range of tools and techniques. Topics covered:

  • Voice of the User, Demand analysis, VSM and Process mapping
  • Standards, SECAR, Visual Management, 5S, WILO
  • PDCA, Pareto, Project Charter

Who is the course for? Staff who have completed the Introduction to Operational Excellence training and wish to implement the methodologies learned.

How long is it? 1 day (typically between 09:00-17:00) plus 8 hours of practice in a project in the next 3 months

How much does it cost? It is free


MasterclassDate, LocationInformation
Influencing Stakeholders Monday 18 March, South Kensington Campus  
Process Optimisation Tuesday 9 April, South Kensington Campus In this session you are introduced to a tool for improving your process (SECAR) You will be able to identify value add (VA) and non value add (NVA) activities. You willl be introduced to the different types of service and process waste, know what variation and inflexibility in a process are and recognise the need for successful measurement criteria for your process.
Managing Resistance Tuesday 7 May, South Kensington Campus  
Workplace Organisation Dates TBC This session will provide you with tools and techniques to work more effectively on a day to day basis. Physical workspace management covers how to use the 5S technique to create and maintain an efficient and effective physical workplace environment. Digital management shows you how to apply the 5s technique electronically by thinking about best practice in file and folder management. Effective meetings covers approaches you can use to prepare for and run effective meetings. We also take you through a case study on adoption of flexible and agile working within Imperial.
Voice of the User Dates TBC

This masterclass covers the elements we need to consider while doing Voice of the User work including:

  • Understanding why we need their voice
  • Tools and techniques for capturing their voice
  • How to translate and prioritise their requirements 
Structured Problem Solving Dates TBC

This masterclass takes you through a Structured Problem Solving approach following DMAIC (Define, Measure, Analyse, Improve, Control). This step by step approach is easy to follow and ensures you are solving the right problem and getting down to the root cause/s of that problem.

Summary of the table's contents

OE Trainers

Jackie Stewart


Jackie Stewart
OE Coach