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Iz-Lynn Chan at Far East Organization (Abridged)

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

Reference: HBS-415033-E
Year: Event Year Start:2008
Number of pages: 25
Geographic Setting: Geographic Setting:China;Singapore
Publication Date: Dec 2, 2014
Fecha de edición: Oct 13, 2015
Source: HBSP (USA)
Type of Document: Case
Industry Setting: Industry Setting:Accommodation & food services;Hotels

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Description

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. This case is accompanied by a Video Short that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details.

Keywords

Accommodation Change management Cross-cultural Relations Focusing on customers National culture Operations and processes Organizational change Organizational culture Quality management Service management Service quality Service system design Standardization of service offering