Gap Analysis: Intersect Investments
University of Phoenix
Gap Analysis: Intersect Investments
Intersect Investment is a financial services company standing at a crossroad. It must change its image and regain the trust of its customers, while building legitimate credibility with Wall Street investors. Failure to achieve this in this highly competitive industry will surely mean the demise of the organization. Chief Executive Officer (CEO) Frank Jeffers has a vision of change for the future of his company. This revolutionary change will basically put the customer and their needs first. The days of “moving and shaking” are in the past. Jeffers wants to focus his organization on building long-term relationships and trust with the customers through a model of customer intimacy. The premise behind this new strategy is that customers who trust their financial advisor will do more business with that advisor. All employees at Intersect Investment—from the CEO to the mail sorter—must believe in this new model and actively participate in the new strategy in order for it to work. As is the case any time an organization experiences necessary change, some will be resistant. It will be up to Jeffers and his management team to convince everyone involved that this is the right direction for Intersect Investment.
Situation Analysis
Issue and Opportunity Identification
Lack of client trust and Wall Street credibility are external forces that have forced Frank Jeffers to reevaluate the way his company does business. “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 produ ...