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Running head: PROJECT 2 – SITUATION AUDIT 1 Situation Audit: Capital One Anita D. Payne (Empress) University of Maryland University College MBA 610 Leading Organizations and People
PROJECT 2: SITUATION AUDIT 2 Table of Contents Executive Summary ..................................................................................... 3 Introduction .................................................................................................. 4 Fact Sheet ..................................................................................................... 5 Mission, Vision, Values and Goals .......................................................... 6-7 Strategy and Objectives ............................................................................ 7-9 Strategy and Competitive Advantage ..................................................... 9-11 Organizational Size and Structure ........................................................ 11-12 Critical Resources ................................................................................. 12-15 Leadership, Governance and Management .......................................... 15-18 Strengths and Weaknesses .................................................................... 18-19 Learning and Change ............................................................................ 19-20 Conclusion & Recommendations ......................................................... 20-21 References ............................................................................................ 22-24 Appendix A………………………………………………………………25 Appendix B………………………………………………………………26 Appendix C………………………………………………………………27
PROJECT 2: SITUATION AUDIT 3 Executive Summary Capital One has established itself as a powerful competitor in the banking industry through investing technology and their use of IBS (information base system). The organization continues to flourish with 755 branches and 2,000 ATMs locations nationwide, including Canada, the United Kingdom, employing more than 50,000 talented and dedicated employees and more than 65 million clients. Additionally, Capital One partners with Credit Sesame, Walmart, Bankrate, and other suppliers whose practices accentuate high quality and responsibility which is directly aligned with their mission statement “We want to unleash the talents of our more than 50,000 associates to deliver on our mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking” In spite of Capital Ones continued success for more than 6 years, they suffered an unexpected and disastrous issue. On July 19, 2019, the organization information system was compromised, it affected more than 100 million customers in the United States and 6 million in Canada (Capital One, 2019). The hacker was able to gain information concerning clients credit scores, credit limits, balances, payment history, contact information, 140,000 social security numbers and 80,000 bank account numbers. Capital One realized the importance of rectifying and negating the damages so they created a plan to regain the trust and loyalty of their customers. Capital One strengths are brand recognition, offering an array of financial services, successful with integrating a technology system throughout the organization, unique marketing strategy and technique, successful with integrating like acquisitions within their corporate culture, ability to continuously reinvent itself such as have given them a competitive advantage in their market segment. On the other hand, their weaknesses include; lack of brick and mortar buildings, lack of diversity in the workplace, not allowing enough time for employees to adapt to the constant changes, lack of bank presence in the nationally, the lack of communication between associates and managers and shortcutting on certain aspects of the IBS.

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