Case Study Analysis and Solutions

Case ID: 413060

Abstract:
Case Solution & Analysis for Iz-Lynn Chan at Far East Organization by Linda A. Hill, Anthony J. Mayo, 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:
Advertising, Change management, Cross functional management, Leadership, Management, Organizational behavior, Organizational change, Transformations, Western leadership styles, Iz-Lynn Chan at Far East Organization Case Solution

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