シラバス Syllabus

授業名 Operational Excellence
Course Title Operational Excellence
担当教員 Instructor Name Sandy Wong
コード Couse Code NUC436_N23B
授業形態 Class Type 講義 Regular course
授業形式 Class Format On Campus
単位 Credits 2
言語 Language EN
科目区分 Course Category 専門教育科目 / Specialized Subject
学位 Degree BBA
開講情報 Terms / Location 2023 UG Nisshin Term4

授業の概要 Course Overview

Misson Statementとの関係性 / Connection to our Mission Statement

The course emphasizes the importance of developing students' talents and creating applicable knowledge that advances business and society. It strives to educate our students to become innovative and ethical leaders in our globalized society.

授業の目的(意義) / Importance of this course

Operational Excellence involves transforming business operations to meet and exceed customer expectations through the journey of continuous improvement of business processes. This course equips students with the key concepts, methodologies, and frameworks such as Six Sigma, Lean, Kaizen, quality management, and others to drive Operational Excellence in various business contexts.

到達目標 / Achievement Goal

The course leverages a system perspective to frame discussions around key elements of operational excellence including:

- driving excellence looks like for customers, employees, and other stakeholders
- creating a capable and motivated workforce
- making operational choices that increase productivity and contribution of the workforce and that allow them to delight customers
- designing an operation delivery system for continuous improvement a value system that emphasizes customers, employees, and continuous improvement

本授業の該当ラーニングゴール Learning Goals


LG1 Critical Thinking
LG2 Diversity Awareness
LG3 Ethical Decision Making
LG4 Effective Communication
LG6 Managerial Perspectives (BBA)

受講後得られる具体的スキルや知識 Learning Outcomes

By the end of the course, student participants will be able to:

- prioritize and link improvement activities to achieve the companies’ strategic objectives
- review processes suggest improvements and monitor the progress of the changes
- engage stakeholders to collectively remove waste and optimize the operational efficiency
- select the appropriate methods and tools within the improvement framework
- influence organizational culture and employee behavior to support operational excellence

SDGsとの関連性 Relevance to Sustainable Development Goals

Goal 4 質の高い教育をみんなに(Quality Education)

教育手法 Teaching Method

教育手法 Teaching Method % of Course Time
インプット型 Traditional 0 %
参加者中心型 Participant-Centered Learning ケースメソッド Case Method 100 %
フィールドメソッド Field Method 0 %
合計 Total 100 %

事前学修と事後学修の内容、レポート、課題に対するフィードバック方法 Pre- and Post-Course Learning, Report, Feedback methods

The course contents will include handouts, class presentations, case studies, and other discussion materials provided beforehand or brought into the class by the instructor. The format of this course will use the case method to emphasize on driving and achieving operational excellence.

Readings (cases or discussion materials) are provided beforehand and assigned for each class. Participants are required to prepare for at least three hours per case study in this course. The course emphasizes student active learning through the application of course contents on case studies and in-class discussions. Active participation and preparation are the key requirements for this course. Constructive feedback will be given to students for their in-class discussion and preparation reports as and when appropriate.

授業スケジュール Course Schedule


▪ Productivity management
▪ Performance challenges
▪ Customer-employee Transparency

Trouble at Tessei


▪ Service operations management
▪ Change management
▪ Process improvement
▪ Value stream mapping
▪ Lean implementation

Implementing LEAN Operations at Caesars Casinos


▪ Business continuity planning
▪ Risk management strategies
▪ Supply chain resilience strategies
▪ Design disruption fit
▪ D3 strategic improvement cycle

Recovering Supply Chain Operations


▪ Cross dock operations
▪ Bottleneck operations
▪ Redesign the distribution center layout
▪ Unstructured and ad-hoc operational environment
▪ Sustainable development

XSEED: Distribution Centre Operations During the Kerala Floods


▪ Project management
▪ Activity-on-node network
▪ Critical path analysis

Maruyama Accessories 2022


▪ Control charts
▪ Process variation and control
▪ Cause and effect diagram
▪ Process quality management

Pilot Deviation and a Near Miss on Flight 1489


▪ Operational productivity
▪ Force Field analysis
▪ Goals grid analysis
▪ Operational improvement

Operations Process Failure at MAC: Canteen Meals Problems

成績評価方法 Evaluation Criteria

講師用内規準拠 Method of Assessment Weights
コールドコール Cold Call 10 %
授業内での挙手発言 Class Contribution 40 %
クラス貢献度合計 Class Contribution Total 50 %
予習レポート Preparation Report 20 %
小テスト Quizzes / Tests 0 %
シミュレーション成績 Simulation 0 %
ケース試験 Case Exam 0 %
最終レポート Final Report 30 %
期末試験 Final Exam 0 %
参加者による相互評価 Peer Assessment 0 %
合計 Total 100 %

評価の留意事項 Notes on Evaluation Criteria

It is rewarding to know that students feel confident in the skills they gained from my classes. They can apply the problem-solving techniques they learned to tackle complex challenges and make informed decisions. This is a testament to the effectiveness of the case study approach and the value of hands-on learning.

使用ケース一覧 List of Cases


教科書 Textbook

  • 「The textbook is not necessary for this course. Relevant course materials will be provided when appropriate.」 (.)

参考文献・資料 Additional Readings and Resource

Additional reading materials will be provided as and when appropriate.

授業調査に対するコメント Comment on Course Evaluation

The chosen cases were well-appraised by students that covered the important discussion on how firms can prepare themselves for achieving excellence in operations.

担当教員のプロフィール About the Instructor 

Sandy Wong is a passionate and experienced educator. Sandy received her MBA and Master of Management degree in General Management from Macquarie University Graduate School of Management (MGSM), Australia. She also holds a Postgraduate Diploma in Research and Professional Studies in Education from University of Bristol, UK. Prior to joining NUCB, she had been teaching undergraduate business courses at City University of Hong Kong for over 16 years. Her teaching quality and passion were recognized with a number of teaching excellence and student mentoring awards during her tenure. Her last role with the university was the Programme Leader of the BBA in Business Operations Management programme.

Besides teaching, Sandy actively engaged in liaising and organizing activities with professional bodies and business enterprises to enhance students’ professional development and enrich their learning experiences. With her extensive industry network, she has lined up with senior business executives and leaders from various industries to facilitate the educational, social, and personal growth for students.

(実務経験 Work experience)

Sandy is also a seasoned business practitioner with extensive industry experience in business consulting, executive development, hospitality and services management, and supply chain management in the Asia Pacific region. Prior to her academic career, Sandy served in various senior management positions at leading multinational companies including Zurich Insurance Group, JD Edwards (merged and acquired by Oracle Corporation), and Hotel Information Systems.

Sandy provided project-management consultancy services to companies in financial services, public services, airlines, apparel, retail, hotels, etc. The service scopes include enterprise resource planning and organisational change solutions, helping clients implement new initiatives and improve business performance. Major clients include: Japan Airlines, Cathay Pacific Catering Services, Tommy Hilfiger, DKNY, Li & Fung, China Insurance Group, QP Group, HKSAR Correction Services Department, Merlin Gerlin, Hallmark Card, HK Land & Property, HK Housing & Society, Hotel Shilla Seoul, Crown Prince Hotel, Mandarin Oriental Hotel, Elizabeth Hotel Singapore, Island Shangri-La Hotel, Hotel Conrad, China World Beijing, etc.