{text:bookmark-start} Intersect Investments Problem Solution {text:bookmark-end} The environment in which the financial services industry operates and the industry itself has undergone dramatic changes in recent years. Since September 11, 2001, the financial service industry has been in a state of turmoil and instability. “The volatile climate has left many financial firms struggling to keep both their clients’ trust and Wall Street’s credibility” {text:bookmark-start} (Universtiy of Phoenix [UoP], 2008) {text:bookmark-end} . Intersect Investments has survived a period of volatility. Experiencing a decline in customer satisfaction and sales, Frank Jeffers, Chief Executive Officer realizes that a change in direction is needed. Frank has chosen to pursue a path of organizational transformation with a focus on customer intimacy and product expansion. Frank’s desire is to foster a culture that focuses on customer intimacy, as such, he hired Janet Angelo to lead the change and help the Intersect reach its goals. “Companies no longer have a choice they must change to survive,” {text:bookmark-start} (Kreitner & Kinicki, 2004, p. 672) {text:bookmark-end} . This paper will use previous gap analysis and benchmarks to recommend a solution for Intersect Investments. This paper will anticipate possible implications associated with organizational change. Additionally, it will develop a plan to address the human variables of change implementation and make recommendations that measure and monitor progress. This paper will also make recommendation for the management practices that will contribute to the continuing success of a change process. Finally, this paper will identify contingency strategies for managing possible resistance to change and evaluate the dynamics of operational culture and change. Situation Analysis Issue and Opportunity Identification Intersect Investments is about to experience a dramatic changes to the company, primarily in the area of sales and...