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

Dates:  Wednesday 14 March 2018 09:00-17:00 (FULLY BOOKED); Tuesday 1 May 2018 09:00-17:00; Tuesday 12 June 2018 09:00-17:00, South Kensington Campus

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

Date: Wednesday 25 April 2018 09:00-17:00; Thursday 10 May 2018 09:00-17:00; Wednesday 18 July 2018 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


Effective Communication

Tuesday 27 February 2018 (FULLY BOOKED) 12:00-13:00, South Kensington Campus

This session will help you to increase the impact of your messages. It will enable you to:

  • Understand why some messages are easier to follow than others
  • Learn how the pyramid principle can help us to communicate in a more logical way
  • Get practice organizing facts to deliver a “to the point” message


Capturing the Voice of the User

Thursday 22 March 2018 (FULLY BOOKED), 12:00-13:00, South Kensington Campus

This session will support participants to think about the ‘voice of the end user’, with particular focus on:

  • Why do you need their voice?
  • Who and where are your users?
  • How do you capture their voice?
  • What do you do with your information?


Workplace Organisation

Tuesday 24 April 2018 12:00-13:00, South Kensington Campus

This session will provide participants with an overview of 5S. By the end of the session participants will be able to:

  • Explain the concept of 5S and its benefits
  • Understand the background of 5S
  • Be able to implement 5S in your workplace


Idea Generation for Problem Solving

Friday 4 May 2018 (FULLY BOOKED) 12:00-13:00, South Kensington Campus

This session will enable participants to:

  • Learn how to write a problem statement and to help define a challenge or opportunity
  • Discover a range of techniques you can use to generate ideas
  • Identify which techniques will suit better for the challenge you are tackling

OE Trainers

Mike Whiteman


Mike Whiteman
OE Trainer