Related Work

1. Supplement | HBS Case Collection | March 2015

   Interview: Iz-Lynn Chan at Far East Organization

   Linda A. Hill and Anthony Mayo

   Contains excerpts from an interview with Iz-Lynn Chan, former 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. Chan discusses events covered in the case "Iz-Lynn Chan at Far East Organization," including decisions made about how to carry out the National Customer Centric Initiative (CCI). This short video accompanies the case and can be shown in class or included in a digital coursepack.

   Keywords: Customer Focus and Relationships; Retail Industry; Real Estate Industry; Singapore;

   Citation:

   Hill, Linda A., and Anthony Mayo. "Interview: Iz-Lynn Chan at Far East Organization." Harvard Business School Multimedia/Video Supplement 415-708, March 2015.  View Details

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2. Case | HBS Case Collection | December 2014 (Revised October 2015)

   Iz-Lynn Chan at Far East Organization (Abridged)

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

   This case describes how to champion and implement organizational change from the middle by recounting the experiences of Iz-Lynn Chan at Far East Organization.

   Keywords: Iz-Lynn Chan; Far East Organization; Singapore; Far East Hospitality; Customer Centric Initiative; hotels; culture change; culture; service operations; standard operating procedures; serviced residences; Service Quality and Standards Department; Service Operations; Service Delivery; Organizational Culture; Operations; Leading Change; Organizational Change and Adaptation; Accommodations Industry; Singapore; China;

   Citation:

   Hill, Linda A., Anthony J. Mayo, and Dana M. Teppert. "Iz-Lynn Chan at Far East Organization (Abridged)." Harvard Business School Case 415-033, December 2014. (Revised October 2015.)  View Details

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