Iz-Lynn Chan at Far East Organization

Linda A. Hill; Anthony J. Mayo; Dana M.  Teppert

Case | HBS Case Collection | February 2013 (Revised February 2017)

Iz-Lynn Chan at Far East Organization

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

Abstract

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;

Language: English

Format: Print

30 pages

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Citation:

Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization." Harvard Business School Case 413-060, February 2013. (Revised February 2017.)

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Case | HBS Case Collection | July 2020

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Emily Truelove, Linda A. Hill and Emily Tedards

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Keywords: female protagonist; Organizational change; organizational behavior; culture change; digital; digital transformation; innovation; lean startup; experimentation; metrics; consumer packaged goods (CPG); Leadership; Leading Change; Change Management; Organizational Culture; Organizational Change and Adaptation; Disruption; Innovation and Invention;