Harvard Case - Battling Dirty Toilets: Singapore's Final Frontiers
"Battling Dirty Toilets: Singapore's Final Frontiers" Harvard business case study is written by Rosie Ching Ju Mae, Nicholas Jing Hui Lee. It deals with the challenges in the field of Accounting. The case study is 16 page(s) long and it was first published on : May 10, 2019
At Fern Fort University, we recommend a multi-pronged approach to tackle the issue of dirty toilets in Singapore, focusing on a combination of behavior change initiatives, technological advancements, and robust financial management. This strategy will leverage activity-based costing to identify cost drivers and implement targeted interventions, while also incorporating corporate social responsibility and environmental sustainability into the overall solution.
2. Background
This case study examines the challenges faced by Singapore's National Environment Agency (NEA) in maintaining public toilet cleanliness. Despite significant investments in infrastructure and cleaning services, the issue persists, leading to public dissatisfaction and negative perceptions of the city-state's hygiene standards. The case highlights the complexity of the problem, encompassing factors like user behavior, limited resources, and the need for a sustainable and cost-effective solution.
The main protagonists are the NEA, tasked with managing public toilets and promoting environmental hygiene, and the Singaporean public, whose behavior and expectations contribute to the problem.
3. Analysis of the Case Study
To analyze the situation, we can employ a framework combining elements of operations management, behavioral economics, and financial analysis.
- Operational Efficiency: The case highlights the need for improved cost accounting and management accounting to identify the true cost of maintaining public toilets. Activity-based costing can be used to allocate costs based on specific activities, such as cleaning frequency, toilet usage, and maintenance requirements. This will allow the NEA to identify areas of inefficiency and optimize resource allocation.
- Behavioral Change: The case emphasizes the role of user behavior in contributing to the problem. Behavioral economics can provide insights into factors influencing user actions, such as social norms, incentives, and psychological biases. This understanding can inform the design of targeted interventions, such as awareness campaigns, social media initiatives, and gamification strategies.
- Financial Sustainability: The NEA needs to ensure the financial viability of its public toilet maintenance program. Financial analysis can be used to assess the cost-effectiveness of different interventions, evaluate the impact of investments on profitability, and identify potential funding sources.
4. Recommendations
- Implement Activity-Based Costing (ABC): The NEA should adopt ABC to accurately allocate costs associated with public toilet maintenance. This will provide a clearer picture of cost drivers and identify areas for improvement.
- Develop a Comprehensive Behavior Change Strategy: A multi-pronged approach is needed to address user behavior. This includes:
- Public Awareness Campaigns: Educational campaigns highlighting the importance of hygiene and the impact of user behavior on public spaces.
- Incentive Programs: Rewards for responsible behavior, such as discounts on public transport or access to exclusive facilities.
- Social Media Engagement: Utilizing social media platforms to promote positive behavior and address public concerns.
- Invest in Technology: Leveraging technology can improve efficiency and enhance user experience. This includes:
- Smart Toilets: Implementing intelligent sensors to monitor usage patterns, trigger cleaning cycles, and provide real-time feedback on cleanliness.
- Mobile Applications: Creating user-friendly apps to report issues, provide feedback, and access real-time toilet availability information.
- Establish a Public-Private Partnership (PPP): Partnering with private sector companies can bring in expertise, resources, and innovative solutions. This can include:
- Cleaning Services: Contracting with private companies for specialized cleaning services, leveraging their expertise and technology.
- Technology Development: Collaborating with technology companies to develop and implement smart toilet solutions.
- Implement a Robust Performance Measurement System: The NEA should establish clear performance indicators to track progress and measure the effectiveness of interventions. This includes:
- Cleanliness Audits: Regular audits to assess toilet cleanliness and identify areas for improvement.
- User Satisfaction Surveys: Gathering feedback from users to gauge satisfaction and identify areas for improvement.
- Cost Analysis: Tracking the costs associated with different interventions to ensure financial sustainability.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core Competencies and Mission: The NEA's core competency lies in environmental management. These recommendations align with its mission to promote environmental hygiene and public health.
- External Customers and Internal Clients: The recommendations address the needs of both external customers (the public) and internal clients (NEA staff). They aim to improve user experience and enhance the efficiency of NEA operations.
- Competitors: The recommendations consider the need to maintain Singapore's competitive advantage as a clean and hygienic city-state.
- Attractiveness: The recommendations are attractive due to their potential to improve public satisfaction, enhance environmental sustainability, and optimize resource allocation.
6. Conclusion
By implementing these recommendations, the NEA can effectively address the challenge of dirty toilets in Singapore. This will involve a combination of behavior change initiatives, technological advancements, and robust financial management. The adoption of activity-based costing will provide a more accurate understanding of costs and enable targeted interventions. The focus on corporate social responsibility and environmental sustainability will ensure a long-term and sustainable solution.
7. Discussion
Alternative approaches include solely relying on increased cleaning staff or implementing fines for improper behavior. However, these options are less effective and sustainable. Increased cleaning staff might not address the root cause of the problem, while fines could lead to resentment and negative public perception.
The recommendations rely on the assumption that users are willing to change their behavior and that technology can be effectively implemented. However, there is a risk of resistance to change and potential technical challenges.
8. Next Steps
- Pilot Program: Implement a pilot program to test the effectiveness of selected interventions in a limited number of public toilets.
- Data Collection and Analysis: Collect data on toilet usage patterns, cleaning frequency, and user feedback to evaluate the effectiveness of interventions.
- Stakeholder Engagement: Engage with stakeholders, including the public, private sector, and government agencies, to build consensus and ensure successful implementation.
- Continuous Improvement: Continuously monitor and evaluate the program, making adjustments as needed to optimize performance and ensure long-term sustainability.
This multi-pronged approach, combining behavioral change, technology, and financial management, offers a comprehensive and sustainable solution to the challenge of dirty toilets in Singapore.
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Case Description
This case, set in June 2018, chronicles the challenges that Jack Sim, self-made millionaire and founder of the World Toilet Organisation (WTO), encountered in his decades-long quest to clean up dirty public toilets in Singapore's coffeeshops and hawker centres. A key obstacle he faced was the lack of quantitative data on toilet cleanliness, and the means to obtain it. Moreover, the majority of coffeeshop operators were resistant to investing in toilet cleaning. In November 2015, Sim visited Rosie Ching, a senior statistics lecturer at Singapore Management University (SMU), and after lengthy discussions, Ching developed a rigorous toilet cleanliness survey and a Toilet Cleanliness Index (TCI). TCI received great attention from the media and the public, but now in early 2018, Sim was doubtful: Could Singapore's dirty public toilets be cleaned up in the foreseeable future? Would the TCI effect a change for good and convince stakeholders of the necessity to act on the matter?
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