Running head: GAP ANALYSIS: INTERSECT INVESTMENTS
Gap Analysis: Intersect Investments
Gap Analysis: Intersect Investments
Intersect Investment is in the financial services industry that has been in a state of turmoil since the events of 9/11. Intersect Investment is currently experiencing high employee and customer turnover. Intersect Investment has develop a customer intimacy model to regain the faith of clients and Wall Street. The transformation that will occur and the tools Intersect Investment will use to implement this plan is the subject this paper. Intersect Investments has a great deal of opportunities in front of them. Intersect Investment must clearly communicate their vision to all stakeholders and motivate them to execute this customer intimacy strategy.
Situation Analysis
Issue and Opportunity Identification
Intersect Investment is in an industry that has been filled with turmoil since the events of 9/11. Some of Intersect Investment’s competitors are facing ethical issues. “Ethics refers to the study of moral principles or values that determine whether actions are right or wrong and outcomes are good or bad” (McShane & Von Glinow, 2004, p. 16). Intersect Investments is experiencing a large turnover rate in customers and employees. Frank Jeffers, CEO, recently had to let an executive member of his staff go. The Executive Vice President of Marketing and Sales was unwilling and lacked the desire to implement a new customer intimacy model. Janet Angelo has filled the Executive Vice President of Marketing and Sales. Janet has previous experience in customer focus models and their implementation. Frank’s move to install Janet appears to be the use of the contingency perspective of leadership. “The contingency perspective of leadership is based on the idea that the most appropriate leadership style depends on the situation” (McShane & Von Glinow, 2004, p. 422). So far the attempt to move to the customer intimacy model has been...