Running head: GAP ANALYSIS: INTERSECT INVESTMENTS
Gap Analysis: Intersect Investments
University of Phoenix
Gap Analysis: Intersect Investments
Since September 11, 2001, the financial service industry has been taking a beating and has been trying to staying afloat. Firms have to be one-step ahead of its competitors when comes to the service and the products offered if they want to be successful. To accomplish this and maintain credibility on Wall Street, the CEO of Intersect Investment Services recognized the need to create a vision: "Provide a broad set of products and services to consumer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer". An organizational change is necessary for the company to reach its goals and the success will only happen when the company overcomes the obstacles, which it faces that change brings with it.
Situation Analysis
Issue and Opportunity Identification
Within any organization, change is inevitable and necessary for the survival of the organization especially in the financial services market. External and/or internal forces may influence the method of approach on the transformation, "External forces for change originate outside the organization. Because these forces have global effects, they may cause an organization to question the essence of what business it is in and the process by which products and services are produced" (Kinicki & Kreitner, 2004, p. 6). With the current market the way it is along with the low scores the company has been receiving on the customer satisfaction surveys, the CEO of Intersect Investment Services, Frank Jeffers decided upon a new vision for the company. This v ...