(Full marks: 100) Question 1 Typical HDB estates have multiple facilities and amenities to serve the varying needs of the stakeholders. Feedback is a useful source of understanding the stakeholders' perception and changing needs. Town Councils have many platforms to receive feedback and engage residents. Therefore, it is critical that feedback management is optimal. Question 1a Highlight the platforms where feedback can be received by the Town Councils. (5 marks) Question 1b Identify a relevant news article or case study and appraise the defect stated that is within the HDB estates and falls under the purview of a Town Council. Provide the appropriate references to the news article or case study. (5 marks) Question 1c 'With reference to the news article or case study identified in Question 1(b), describe how you would manage the media and corresponding press inquiry if you are the Public Relations Manager, indicating any considerations you have in the process. (10 marks) Question 1d Formulate a Customer Relationship Management (CRM) plan to engage residents on Town Council related matter, highlighting the purpose and processes of the CRM plan. (20 marks) FMT319 Copyright 2024 Singapore University of Social Sciences (SUSS) ECA - January Semester 2024 Page 3 of4 Google Password Required '