CASE CHANGE AGENT IN WAITING: CONSULTING PROPOSAL #2 1
Case Change Agent in Waiting
Consulting Proposal #2
Natasha A Franklin
Liberty University
BMAL 504 – Leading Organizational Change
Dr. Michael “Mick” Bates
February 19, 2022
CASE CHANGE AGENT IN WAITING: CONSULTING PROPOSAL #2 2
Definition of Project:
The project can be defined as a refinement with realignment to change. Its requirement will be
reorganization through the agency and support from the changes throughout the stakeholders. They
were implementing the training and procedures in each department. In February 1960, the public
housing authority of Singapore was founded. The public housing authority had multiplied in size from
meeting the shelter needs of 6% to the population of delivering quality homes for 81% of people. "Due
to the scarcity of the land in Singapore, the high-rise, high-density living provided an effective solution to
meeting the country's housing needs. The high demand for Housing Development Board (HDB)
Singapore was "under extreme pressure to change, driven by increasing customer expectations and
public scrutiny" (Heinze, 2021). Together with the petition of a local government agency, the HDB
"strived to become much more customer-focused, efficient, and innovative in meeting the changing
needs of the population it served (Heinze, 2021)."
Since she graduated from college, Chew Ling Tan, a graduate of Columbia Business School,
worked at Housing Development Board (HDB) as a deputy director under a section in the HDB's Estate
Administration & Property Department (EAPD). Chew Ling Tan returned to implement essential
"initiatives to accomplish the needed changes, and facing projected resistance head-on. As Chew Ling
Tan prepared for HDB, "she actively supported the HDB and the public housing authority. With the vision
of Chew Ling Tan streamlining and achieving customer service with the assistance of public engagement
in programming" (Heinze, 2021).
Diagnosis of Current Situation:
CASE CHANGE AGENT IN WAITING: CONSULTING PROPOSAL #2 3
"After close to half a century of HDB-developed housing, housing with a posh "private"
touch. HDB corporatized its technical departments (architecture, the public wanted more choices
and more variety, such as public engineering, surveying, project management, etc.)" (Heinze,
2021). The current mission statement was: "We provide affordable homeownership options; we
formulate effective housing policies; we implement comprehensive redevelopment programs; we
deliver quality housing services" (Satterthwaite, 2020). The current situation of the public
housing authority and HDB was that HDB had a comprehensive building program, under which
984,000 apartments had been completed as of March 2007 (Heinze, 2021). "In addition to
building new apartments, HDB was also involved in their pricing, marketing, sales, after-sale
service, and lease administration. During the end of 2006–2007, with the supervision of the
Ministry of National Development and the U.S. Department of Housing and Urban
Development, "Indonesia imposed a sudden ban on the export of sand and granite to Singapore.
Steel prices had also almost doubled since January 2007 due to a worldwide shortage" (Heinze,
2021). The resources are stretched thin as staff members on all levels cope with their heavy
workloads with changes. The established work procedures and systems need adjustment to cater
to new business partners and structures. There is not enough staff to keep with the responsibility
of their position and the residence. Managers and employees are not on the proper
communication channels, and responsibilities are unclarity and assumed.
Recommendations:
Chew Ling Tan's recommendation has "Personal Action Plan" is detailed and based on
real-time. "Streamlining Work Processes and Systems: As staff is being called upon to take on
new responsibilities and do things differently, it is important to streamline existing work
CASE CHANGE AGENT IN WAITING: CONSULTING PROPOSAL #2 4
processes to lighten its workload. Achieving Customer Service Excellence through MAGIC:
Improving customer service is a key goal for HDB. Although customer service initiatives are
coordinated at the corporate level, we need to do our experiments at the ground level to
demonstrate successful approaches. Engage Interest Groups in Policy Formulation and
Programs: Incorporating diverse voices into policy formulation is a key new direction at HDB.
"The need to build a more progressive organization that is less top-down and that takes the
perspectives of the various stakeholders into account (Heinze, 2021). Chew Ling Tan requested a
"meet and greet to seek director's approvals, shape the departmental mission statement, adopt the
changes to implement the plan, direct change leader/s, seek the staff's feedback, meet with the
strategist teams to review proposals and endorse, give a progress report to the director and
deputy directors, implementing and revising as needed" (Heinze, 2021). This corresponds to the
company's significant workload and customer service issues. The objective is to reduce the stress
and excellent customer service. Chew Ling Tan wants to celebrate success.
Implementation Plan:
With Chew Ling Tan has "Personal Action Plan," the "Change Initiatives" is necessary to
streamline work processes and systems to fully align work processes and procedures with the
new business models of outsourcing of building consultancy services." The involvement of
private developers to support the building and marketing with the initiatives of the "Design,
Build & Sell Scheme" (DBSS). Along with the" Public Outreach: To gain greater public buy-in
and support for its policies and programs, HDB embarked on outreach initiatives, such as town
CASE CHANGE AGENT IN WAITING: CONSULTING PROPOSAL #2 5
hall meetings and focus groups, to engage interest groups, particularly residents and grassroots
organizations" (Heinze, 2021).
The HDB goal is to improve customer service with their "Making a Great Impression on
Customers" (MAGIC), teach the organization's service mindset, and share best practices.
"Implementing workshops for managers reduce stress with motivational and strategy operation
training. This process will benefit the workload and share best practices. They understand that
the "implementation of a plan is the success that causes the company to succeed" (Kim, Rahim,
Iranmanesh, Foroughi, 2019).
Summary:
Chew Ling Tan's "Personal Action Plan" is well determined and apparent to the positive
impact. As we know, recommendations and implementation Planning can take up to a year or
two with current organization issues. HDB issues are urgent, and Chew Ling Tan's plan is set for
the long term. Chew Ling Tan focused on internal changes with the objective of customer-
focused, with customers satisfaction. Finally, one of Chew Ling Tan's significant concerns is staff
involvement. "Employers that are effectively linking their social missions to their employee's
daily work are differentiating themselves in the market and generating big returns. Taking the
necessary steps to ensure every employee knows how they fulfill the mission, achieve the vision,
and execute one or more company strategies through their daily job really pays off." Tamar
Elkeles, Ph.D. (Chief Talent Executive, Atlantic Bridge Capital, LLP, Former Chief Learning
CASE CHANGE AGENT IN WAITING: CONSULTING PROPOSAL #2 6
Officer, Qualcomm) The bible says in (Proverbs 2:7 NIV) "He holds success in store for the
upright, he is a shield to those whose walk is blameless."
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References
Elkeles, T. (2020). Forward-Focused Learning: Inside Award-Winning Organizations. American
Society for Training and Development.
Heinze, A. (2021). Leading organizational change. McGraw-Hill Education/Create
Holy Bible, New Living Translation, 2015
Kim, N. K., Rahim, N. F. A., Iranmanesh, M., & Foroughi, B. (2019). The role of the safety
climate in the successful implementation of safety management systems. Safety science,
118, 48-56.
Palmer et al., (2021). Managing Organizational Change: A Multiple Perspectives Approach,
Third Edition
Satterthwaite, D. (2020). Getting housing back onto the development agenda: the many roles of
housing and the many services it should provide its inhabitants. Environment and
Urbanization, 32(1), 3-18.
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