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 NUC437_N22B
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 2022 UG Nisshin Term4

授業の概要 Course Overview


The course emphasizes the importance on developing students' talents and to create applicable knowledge that advances business and society. It strives to educate our students to become innovative and ethical leaders for our globalized society.
Operational Excellence involves transforming business operations to meet and exceed customer expectation through the journey of continuous improvement of business processes. This course equips students with the key concepts, methodologies and framework such as Six Sigma, Lean, Kaizen, quality management and others to drive Operational Excellence in various business contexts.
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

*本学の教育ミッションを具現化する形で設定されています。

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 %

学習方法、レポート、課題に対するフィードバック方法 Course Approach, Report, Feedback methods

The course contents will include lecture 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 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 on student active learning through 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

第1日(Day1)

- Crossdock operations
- Bottleneck operations
- Redesign distribution center layout
- Unstructured and ad hoc operational environment
- Sustainable development

●使用するケース
XSEED: Distribution Centre Operations During the Kerala Floods (9B20D006)

第2日(Day2)

- Business Process Reengineering
- Operational efficiency
- Leadership retention
- Global business excellence
- Product innovation
- Strategic effectiveness

●使用するケース
Nestlé: Streamlining Operations (605-044-1)

第3日(Day3)

- Blue Ocean Strategy (BOS)
- Business model innovation
- Customer centricity
- Cost-effective service excellence
- Customer insights

●使用するケース
WeWork–Service Excellence through Business Model Innovation (519-0069-1)

第4日(Day4)

- Business continuity planning
- Improvement strategy
- Supply chain resilience
- Crisis Management

●使用するケース
Nissan: Recovering Supply Chain Operations (9B16D013)

第5日(Day5)

- Service disruption and failure
- Service quality management
- Reliability management
- Service recovery

●使用するケース
SMRT Trains – Managing Operations and Service Quality (614-084-1)

第6日(Day6)

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

●使用するケース
Implementing LEAN Operations at Caesars Casinos (A11-14-0014)

第7日(Day7)

- Six sigma methodology
- DMAIC phases
- SIPOC
- Kaizen, Juran
- Process capability
- Continuous improvement

●使用するケース
Six Sigma Deployment at Tata Communications Ltd., India (OMER12-OCS4)

** The case list is tentative and subject to change.

成績評価方法 Evaluation Criteria

*成績は下記該当項目を基に決定されます。
*クラス貢献度合計はコールドコールと授業内での挙手発言の合算値です。
講師用内規準拠 Method of Assessment Weights
コールドコール Cold Call 0 %
授業内での挙手発言 Class Contribution 50 %
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

使用ケース一覧 List of Cases

    ケースは使用しません。

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

N/A. First time teaching for the course.

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.







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