Running Head: CHANGE AGENT “IN WAITING” 1
Change Agent “In Waiting”
Liberty University
BMAL 504 – Leading Organizational Change
Change Agent “In Waiting” 2
Definition of the Project
Tan has returned from Columbia to her position in the Estate Administration and Property
Development (EAPD) division of the Housing Development Board of Singapore[Jic11]. She has
returned at a time when the Housing Development Board is under increased scrutiny and has
determined to re-invent its public image through a campaign of involving private contractors,
improving its public outreach, and improving its level of customer service. The EAPD division,
with its seasoned staff, feels the impact of the new public relations initiative heavily as the
employees struggle with how to implement the changes in light of their department’s structure
and the level of comfort they have developed with doing the same thing for a lengthy period of
time.
The project at hand, then, can be defined as a strategic operational realignment. It will
require changes throughout the organization and buy-in from all stakeholders. It will not be
possible to create a shared vision, necessary for implementing the changes, if each department
and each department’s leadership are not committed to the change and understanding of the ways
in which their operations must support the newly-emerging Housing Development Board of
Singapore. Tan’s proposal for this change process includes three key areas – streamlining work
processes and systems, achieving customer service excellence, and engaging public interest
groups in policy and programs[Jic11].
Diagnosis of the Current Situation
Change in organizations is exceptionally difficult due to the reticence of humans to
accept change[Kou12]. During a change process, individuals do not know what is expected of
