More from these Authors

• 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.)

  CiteView Details

  Related

• Technical Note | HBS Case Collection | 2013

  Introduction to LCA Reflections

  Joshua D. Margolis and Sandra J. Sucher

  Citation:

  Margolis, Joshua D., and Sandra J. Sucher. "Introduction to LCA Reflections." Harvard Business School Technical Note 613-077, January 2013.

  CiteView DetailsPurchase

  Related

• Case | HBS Case Collection | 2013 (Revised from original 2010 version)

  Avi Kremer

  Joshua D. Margolis and Mark Wetzel

  If you were diagnosed with a terminal illness, how would you respond and what would you do with your remaining time? Avi Kremer contemplates four options for how to devote himself 18 months after being diagnosed with ALS. His experience thus far and the choices he faces foster insight into building resilience and finding purpose. The case documents Kremer's personal history before and after diagnosis, describing the ups and downs in his life both prior to and after the diagnosis, lending insight into what enabled him to respond in the extraordinary way he has. The case highlights Kremer's remarkable efforts to fight for a cure; the doubts and obstacles he experiences along the way; and the current options Kremer faces, from returning home to spend time with family to founding a new biotech venture. Through this stark, realistic, and inspiring example, the case prompts discussion relevant to anyone at any point in life about resilience and purpose, prompting all students to reflect upon handling adversity and leading a purpose-driven life—and what it takes to equip oneself to do both.

  Keywords: Entrepreneurship; Values and Beliefs; Health Disorders; Leadership Development; Personal Development and Career; Social Enterprise; Personal Characteristics;

  Citation:

  Margolis, Joshua D., and Mark Wetzel. "Avi Kremer." Harvard Business School Case 411-022, January 2013. (Revised from original August 2010 version.)

  CiteView DetailsPurchase

  Related