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.


Level 1: Introduction to Operational Improvement


  • Wednesday 25 September; Wednesday 13th November; Tuesday 21st January 2020

This training session will provide you with an awareness of the Operational Improvement 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 Improvement
  • The five OI Principles and how to apply them
  • Practice some of the OI tools (User journey, Runners, Repeaters and Rarities, SIPOC, Value & Waste) and problem solving techniques (5 Whys, Affinity Diagram, Fishbone)
  • OI at Imperial College London

What you will gain:

  • Understand and be able to explain the five OI principles
  • Recognise non-value added activities in a process
  • Understand how to start identifying improvement opportunities at work
  • Apply OI 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 Improvement Practitioner Training


  • Thursday 31 October; Friday 6 December; Thursday 20 February 2020

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 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


MasterclassDate, LocationInformation
Influencing Stakeholders Tuesday 10th December This session will take you through identifying different stakeholder types and describe different influencing approaches you can adopt to make engagement with them more effective.
Process Optimisation Monday 4th November

This session will introduce you to the different types of service and process wastes that can occur. You will discover how to:

  • Use a tool for improving your process (SECAR).
  • Identify value add (VA) and non value add (NVA) activities in your processes and be able to reduce or eliminate unneccesary steps.
  • Understand what variation and inflexibility in a process are and how to account for them.
  • Recognise the need to successful measurement criteria for your process.
Managing Resistance Wednesday 27th November
This session will take you through the psychology behind why people resist change in an organisational setting and what you can learn from it. You will also be introduced to different approaches to positively lead and motivate people through cultural and organisational change.
Workplace Organisation Dates TBC
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 bringing it all together showcasing an example project from the OE team.
Voice of the User Thursday 16th January

This masterclass covers the elements we need to consider whilst gathering our customer or user requirements and what they value, 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 session takes you through a Structured Problem Solving approach following the DMAIC (Define, Measure, Analyse, Improve, 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.

Ideas Generation for Problem Solving Dates TBC

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 Process Mapping Tuesday 15th October

This session takes you through the following:

  • 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.
  • How to go about mapping your processes.
User Journey Mapping Monday 3rd February

This session will introduce you to user/customer journey maps, which present a timeline of all the touchpoints between a user/customer and your service, including all channels in which they happen. We will look at a range of approaches and examples of maps and take you through an Imperial example.

Introduction to Capacity Management Dates TBC

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

Summary of the table's contents

OE Trainers

Jackie Stewart


Jackie Stewart
OE Coach