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: Thursday 6 December 09:30-16:30; Thursday 17 January 09:30-16:30, 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

Dates: Tuesday 06 November 09:00 - 17:00; Thursday 14 February 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


  • Process Mapping: Monday 12 November, 12:00-13:00, South Kensington Campus.
  • Process Optimisation: Monday 26 November, 12:00-13:00, South Kensington Campus.
  • Idea Generation for Problem Solving: Wednesday 05 December, 12:00-13:00, South Kensington Campus. This session will enable participants to learn how to write a problem statement define a challenge or opportunity, discover a range of techniques to generate ideas and identify which techniques will suit the challenge you are tackling.
  • Structured Problem Solving: Wednesday 19 December, 12:00-13:00, South Kensington Campus.
  • Workplace Organisation: Monday 14 January, 12:00-13:00, South Kensington Campus. 

OE Trainers

Jackie Stewart


Jackie Stewart
OE Coach