Gap Analysis: Intersect Investments
Intersect is a financial services company that in the past has depended on making large amounts of phone calls each day to meet sales goals. Over the past year, the company has seen a decline in customer satisfaction and profits. Consumer research has led the CEO to believe that customers are looking for a “trusted advisor”, not an order taker. After benchmarking other successful companies, Intersect made the decision to transition to a customer intimacy business process (University of Phoenix, 2008).
Since the start of the decision to implement a customer intimacy business process, Intersect has been faced with multiple issues. Issues and opportunities for Intersect will be discussed followed by stakeholder perspectives and ethical dilemmas the company may face. The company will identify its end-state vision and goals to reach that vision. Finally, Intersect will create a gap analysis to identify the gap between the current position of the company and its end-state vision.
Issue and Opportunity Identification
Intersect is facing some issues transitioning to the new customer intimacy strategy. One of the main issues Intersect is faced with is the executive managers non-commitment to the change. The company must get the buy in from upper level management in order to have the buy in of all employees. Employees under Lyn have sensed her disapproval of the new strategy and in turn she has seen a 25% increase in turnover (University of Phoenix, 2008). Company morale is at an all time low due to a lack of communication and a clear implementation plan in place. “Lay-off threats are one of the greatest threats to employee loyalty, even among those whose jobs are not immediately at risk” (McShane & Glinow, 2004, p.7). Another issue facing Intersect is the fact that executive management is not communicating with employees. Open communication is essential during a transition of this caliber....