mba 520 -Gap Analysis

mba 520 -Gap Analysis - Gap Analysis: Intersect Investments...

Info iconThis preview shows pages 1–5. Sign up to view the full content.

View Full Document Right Arrow Icon
Gap Analysis: Intersect Investments 1 Running head: GAP ANALYSIS: INTERSECT INVESTMENTS MBA 520 Gap Analysis: Intersect Investments University of Phoenix
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Gap Analysis: Intersect Investments 2 Gap Analysis: Intersect Investments A Company must evolve as the market changes in order to remain competitive and successful. Intersect investments has seen a volatile market since September 11, 2001. In order to instill trust with the company, Intersect needs to implement a new customer intimacy model. By using Lewin’s change model, persistence, shaping, and reinforcing positive behaviors Intersect will realize their goals.
Background image of page 2
Gap Analysis: Intersect Investments 3 Situation Analysis Issue and Opportunity Identification Intersect Investment has realized a decline in customer satisfaction and an increase in employee turnover. In order to rectify the problem Frank Jeffers, CEO, is looking to implement a customer intimacy model designed to increase client and Wall Street trust in the company. The employees are not convinced the customer intimacy model is feasible for an investment company. Joel shares benchmarking information from an IT company which shows that the customer intimacy model is a viable solution but meets resistance from Lyn. The management team will need to be persistent in directing the company to reach the goals set by Frank Jeffers. In order to meet the desired goals, Intersect will need to communicate the expected changes, share the goals desired and establish a goal commitment from the employees necessary to implement the change. Lewin’s change model which is a three-step process will help shift the business operating model to the customer intimacy model desired by Frank Jeffers.
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Gap Analysis: Intersect Investments 4 Stakeholder Perspectives/Ethical Dilemmas Each stakeholder, whether an individual or a group, brings perceived notions of change realizing a need for change, a desire to change or a resistance to change to met the goals of the company. Frank Jeffers is the CEO Intersect Investments. He has a goal to initiate a new customer intimacy model which is designed to increase the trust which has been lacking within the industry since September 11 th . Frank has been with Intersect for 25 years and has led the company through several restructuring processes. Frank is fair but has high expectations when he sets goals. Unfortunately, Frank had to terminate a senior employee who was not embracing the desired change which has left the team and company stressed. (UOP, 2007) Janet Angelo successfully implemented a customer intimacy model over a three year period at two previous companies. Intersect expects Janet to make the necessary implementation and changes within 12 months. Janet will need to rely on her senior management staff to help her make the necessary restructuring changes to implement the new model. Janet is highly leveraged in benefits which increase her motivation to see the project succeed in the period allotted. (UOP, 2007) The senior staff at intersect is responsible for leading the company to realize the desired
Background image of page 4
Image of page 5
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 09/28/2008 for the course MBA mba 520 taught by Professor Unknown during the Spring '08 term at University of Phoenix.

Page1 / 14

mba 520 -Gap Analysis - Gap Analysis: Intersect Investments...

This preview shows document pages 1 - 5. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online