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 Operational Improvement approach and techniques, giving you the skills to identify opportunities for service improvement. Over 450 College staff have attended our Introduction to Operational Improvement 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 we can support your department, please email the Operational Improvement team.

Training Summary

Level 1: Introduction to Operational Improvement

Upcoming dates:

  • Wednesday 10 November, 09:30-16:30, online via Teams (fully booked)
  • Tuesday 18 January, 09:30-16:30, face to face at South Kensington Campus
  • Thursday 17 March, 09:30-16:30, online via Teams
  • Thursday 2 June, 09:30-16:30, online via Teams

Topics covered include:

  • Overview of Operational Improvement and how we use it at Imperial
  • The five Operational Improvement principles and how to apply them
  • Developing a simple understanding of process improvement
  • Team based problem solving

What you will gain:

  • Understand and be able to explain the five Operational Improvement principles
  • Recognise non-value added activities in a process
  • Understand how to start identifying improvement opportunities at work
  • Understand and implement team based problem solving tools and techniques

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 Improvement Practitioner Training

Upcoming dates: 

  • Friday 10 December, 09:30-16:30, online via Teams (fully booked)
  • Monday 21 February, 09:30-16:30, face to face at South Kensington Campus
  • Tuesday 3 May, 09:30-16:30, online via Teams
  • Monday 27 June, 09:30-16:30, online via Teams

Building on the Introduction session, this training will provide you with the skills to analyse service and operational improvements in your area. In this training session you will gain experience of using a range of tools and techniques. 

Topics covered include:

  • Understand approaches for gathering the Voice of your Customer
  • Applying a Visual Management System
  • Using the principles of Process Mapping
  • Exploring Process Optimisation
  • Capturing Process Performance

What you will gain:

  • Apply OI tools and techniques to improve user experience
  • Apply OI tools and techniques to map a process, analyse and improve it
  • Understand the elements involved in managing a process
  • Use Visual Management tools to aid decision making

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

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

How much does it cost? It is free

Masterclasses Summary

Customer Journey Mapping

This session will show you how to gain valuable customer insight for your service and be able to create personalised customer experiences.

Ideas Generation for Problem Solving

This session will cover the basics of writing a problem or opportunity statement and describing your end goal. Then we dive into discovering a range of techniques you can use to generate ideas to solve a problem or implement a new solution. 

Introduction to Capacity Management

This session willl introduce you to tools and techniques to assist you in capacity management as well as balancing demand and supply for your service or process.

Introduction to Process Mapping

This session takes you through defining the purpose of your process map, the different levels of process maps you could produce, tools you can use to capture your process, notation for process mapping and how to go about mapping your processes.

Process Measurement and Metrics

Once your process is mapped you need to understand how well it performs and you do this by defining and measuring different elements of the process. This masterclass will take you through definining metrics that are right for your process (rather than measure everything we make sure that we are measuring what counts) and then how you go about measuring your process to understand how it is performing.

These two elements will help you to identify which parts of the process you need to explore in more detail and make improvements in. Once improvements have been made you can perform the same measures to show how much the process has improved by.

RACI Matrix

This session will introduce you to the RACI matrix tool how we use it in process work. The RACI matrix describes the participation by various roles in completing tasks or deliverables for a project or business process.

Six Thinking Hats

Come along to learn about Edward De Bono's Six Thinking Hats technique and how you can use it in various ways to solve problems, generate ideas and explore solutions.

Structured Problem Solving

This session takes you through a structured problem solving approach following the DMAIC (Define, Measure, Analyse, Control) lifecycle. This approach is easy to follow and ensures you are asking the right questions and gathering the correct information at each stage to ensure that whatever you implement sticks.

Workplace Organisation

This session will provide you with tools and techniques to make your working environment more efficient and effective. Topics covered include physical workplace management using the 5S technique, digital management of files and folders, effective meeting techniques and bring it all together showcasing an example project from the OI team.

Operational Improvement Trainers