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  • February 2013 (Revised February 2017)
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Iz-Lynn Chan at Far East Organization

By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
  • Format:Print
  • | Language:English
  • | Pages:30
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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

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, February 2013. (Revised February 2017.)
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About The Authors

Linda A. Hill

Organizational Behavior
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Anthony Mayo

Organizational Behavior
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Related Work

    • January 2014
    • Faculty Research

    Iz-Lynn Chan at Far East Organization

    By: Anthony J. Mayo and Linda A. Hill
    • February 2013 (Revised February 2017)
    • Faculty Research

    Iz-Lynn Chan at Far East Organization

    By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
Related Work
  • Iz-Lynn Chan at Far East Organization By: Anthony J. Mayo and Linda A. Hill
  • Iz-Lynn Chan at Far East Organization By: Linda A. Hill, Anthony J. Mayo and Dana M. Teppert
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