シラバス Syllabus

授業名 Operations Management
Course Title Operations Management
担当教員 Instructor Name Sandy Wong
コード Couse Code NUC439_N22A
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 教養教育科目 / Liberal Arts
学位 Degree BBA
開講情報 Terms / Location 2022 UG Nisshin Term2

授業の概要 Course Overview

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

Aligning with the NUCB Business School's mission statement, this course aims to nurture innovative, ethical managers who possess a ‘Frontier Spirit’ in managing individuals and teams with professional knowledge, in response to the challenges from the contemporary environments.

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.

授業の目的(意義) / Importance of this course

The course introduces key concepts and tools used to design, operate and improve business processes to produce and deliver tangible goods and intangible services. To create value and better serve customers in any business, managers need to make good decisions in areas including operations strategy, product/process design, quality management, capacity and inventory management, demand and supply forecast, process improvement and order fulfillment. The course is designed to use case method to explain the theoretical concepts with real-world examples.

到達目標 / Achievement Goal

By studying this course, students are expected to be able to:

- Explain the roles of management in business operations and the key challenges.
- Demonstrate an understanding of fundamental operations management concepts and tools in the design and delivery of products and services.
- Optimize operations processes that lead to improvements in cost and quality.
- Analyze the strategic issues in business operations faced by managers.

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

On successful completion of the course, students will be able to:

- Use the process thinking approach and an operations management perspective to explain the roles of management in business operations and the key challenges.
- Demonstrate an understanding of fundamental operations management concepts and tools.
- Identify the process bottlenecks and capacity to optimize operations processes that lead to improvements in cost and quality.
- Adopt the approaches of value proposition and competitive priorities to analyze the strategic operations management issues.

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 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 understanding and evaluation of business operations issues faced by managers.

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


Introduction to OM
- Reliable and sustainable operations
- Vertical Integration vs Strategic Outsourcing
- Quality control
- Supplier relationship management

McDonald’s China: The Expired-Meat Scandal (HBP)


Demand and revenue forecast
- Total cost of ownership
- Operational efficiency
- Strategic facility location

Youreka Hotel, Amritsar (HBP)


Quality management
- Customer complaint management
- Business process management
- Productivity improvement

Exceed: Improving Productivity and Reliability in Delivery of Software Solutions (HBP)


- Process flow analysis
- Muda, takt time, cycle time, utilization rate, bottlenecks
- Lean process improvement

Kamaths Ourtimes Ice Creams: Eliminating the Bottleneck Effect (HBP)


- Process structure
- Capacity utilization
- Demand variability
- Cost and benefits analysis

Sam’s Pizzeria: Managing Peak Demand 9 (HBP)


- Corporate Social Responsibilities (CSR) practices and expectations
- Offshore and outsource operations
- Managing and monitoring suppliers

Apple and its suppliers: CSR (HBP)


- Technology adoption
- Business innovations
- Inventory management and tracking
- Productivity and efficiency

The Internet of Things (“IoT”): Shaping the future of e-Commerce (HBP)

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

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 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

Student participants are expected to do the home reading and examine the case questions thoroughly before the classes. It is crucial for students to actively engage into the class discussion; present their ideas and thoughts as well as reflect their learning experiences.

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

Previous participants appraised the course design had balanced distribution among cases, theories, and discussion. They also enjoyed the class sessions with positive feedback on the interactive teaching and learning approaches.

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.