IntersectInvestment03.09.11

IntersectInvestment03.09.11 - Problem Solution: Intersect...

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Problem Solution: Intersect Investments 1 Intersect Investments Transformational Leadership Problem Solution: Intersect Investments Since September 11, 2001, financial service organizations have struggled to maintain existing clientele and gain additional customers. Intersect Investment Services is no exception. The rapidly changing climate has left Intersect Financial Services, CEO Frank Jeffers with an immediate decision to transform the financial institution. Through the volatile climate changes Intersect has managed slightly to survive and has resisted change the last four years. Jeffers realizes he must make some dramatic changes if the organization is to regain its competitive status in the market place. In this paper the subject matter will identify the organization’s decision, goals, opportunities, alternatives, risks, and optimal solution.
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Problem Solution: Intersect Investments 2 Situation Analysis Issue and Opportunity Identification The company’s CEO, Frank Jeffers has strong convictions that the company must move in a different direction by broadening its products and services to consumers. Jeffers plans to implement a customer intimacy model to provide more value, increase customer’s trust and enhance relationships. The sales and marketing executive team has an opportunity to embrace the vision that can increase profitability and the company’s clientele base. Team members, employees resistance to change, lack of stakeholders feedback, misaligned values, and beliefs among stakeholders are factors that could prevent the chosen vision in becoming a reality. The concept to reduce call time while increasing productivity worked well for the sales team the last three years; however, in the most recent year the company has failed to meet sales goals. The
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Problem Solution: Intersect Investments 3 organization has also experienced a loss in customer retention and the employee turnover rate has increased by 25%. According to CEO, Frank Jeffers customers are seeking a more trusted financial advisor. Stakeholder Perspectives/Ethical Dilemmas Janet Angelo, is the new Executive Vice President of Marketing and Sales hired by CEO, Frank Jeffers to implement his new customer centric vision. Jeffers released the old Vice President of Marketing and Sales for failure to meet consistent objectives. Jeffers is a 25- year- old veteran of Intersect and highly respected by peers for his knowledge, capabilities, and fairness. Janet Angelo has been successful in using the customer intimacy model at previous companies. Jeffers hopes Angelo can implement the changes needed to catapult the organization as one of the top three financial institutions within a 12- month time frame. To achieve this goal Janet needs the support, ideas, and flexibility of her team. Janet appears to be ready for the challenge and the opportunity to work with such a talented team. Senior Vice President of Human Resources, Thomas Hardy quickly embraces Janet and believes she has the skill and
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IntersectInvestment03.09.11 - Problem Solution: Intersect...

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