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• Case | HBS Case Collection | 2013 (Revised from original 2013 version)

  Iz-Lynn Chan at Far East Organization

  Linda A. Hill, Anthony J. Mayo and Dana M. Teppert

  Iz-Lynn Chan, assistant director of retail business group and service quality and vice president of Far East retail consultancy for Far East Organization, a private real estate developer group in Singapore, raises service standards in the company's hospitality portfolio, Far East Hospitality. Chan and her small team in the Service Quality and Standards Department (SQSD) for Far East Organization apply to the Singapore government for the National Customer Centric Initiative (CCI) for Far East Hospitality. After being awarded the CCI, Chan must make some tough decisions about how to carry out the CCI. Despite Far East Hospitality's leading market share in mid-tier hotels and serviced residences, there had been a number of new entrants into the market and competition is fierce in Singapore's hospitality industry.

  Keywords: leadership; change management; hospitality; organizational change and transformation; Leadership; Leading Change; Change Management; Service Industry; Singapore;

  Citation:

  Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization." Harvard Business School Case 413-060, May 2013. (Revised from original February 2013 version.)

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• Case | HBS Case Collection | 2012 (Revised from original 2011 version)

  Danielle Marcoux at AdNet2Win Technologies

  Anthony J. Mayo and Joshua D. Margolis

  Danielle Marcoux, Director of Web Design at AdNet2Win Technologies, must decide how best to confront Charles Davide, the Chief Technology Officer and leader of the design team charged with overseeing a major upgrade of the company's proprietary customer loyalty platform. Davide has kept tight control on the development process and has not allowed the design team to discuss difficult issues or challenge each other. Marcoux decides she must confront Davide about his management approach before the team loses their commitment to the design effort.

  Keywords: Management Style; Management Teams; Interpersonal Communication; Creativity; Status and Position; Web Services Industry;

  Citation:

  Mayo, Anthony J., and Joshua D. Margolis. "Danielle Marcoux at AdNet2Win Technologies." Harvard Business School Case 412-039, November 2012. (Revised from original August 2011 version.)

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• Case | HBS Case Collection | 2012 (Revised from original 2011 version)

  Mary Griffin at Derby Foods

  Anthony J. Mayo and Joshua D. Margolis

  Mary Griffin, Vice President of Consumer Products, must provide feedback to one of her direct reports, Simon York. York is a strong performer, but he has displayed some poor interpersonal skills in the manner in which he interacts with his team and the production staff. Griffin needs to provide feedback to help prevent York from derailing in his career at Derby Foods.

  Keywords: Outcome or Result; Training; Interpersonal Communication; Labor and Management Relations; Management Skills; Management Style; Management Teams; Managerial Roles;

  Citation:

  Mayo, Anthony J., and Joshua D. Margolis. "Mary Griffin at Derby Foods." Harvard Business School Case 412-040, November 2012. (Revised from original August 2011 version.)

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