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GAP ANALYSIS: INTERSECT INVESTMENTS

Gap Analysis: Intersect Investments
MMPBL/520
Rick Johnson
University of Phoenix

Gap Analysis: Intersect Investments Intersect Investment Services has been losing ground since the bombing of the World Trade Center in 2001. The company has decided to implement a drastic revolutionary change in order to become an industry leader. The company hopes new products and a new approach to customer interaction will help them realize their goals.

Situation Analysis
Issue and Opportunity Identification Intersect Investment Services is an investment company that has found itself struggling do to economic changes that occurred after the American tragedy on September 11, 2001. The company has seen a decrease in customers as well as a decrease in customer satisfaction of the clients they have retained. The goal of the company is to improve its brand image by establishing long term customer relationships. The company also wants to gain Wall Street’s trust and respect in order to keep their positive public image and not have their ethics questioned, which is the case with other industry leaders is.

Stakeholder Perspectives/Ethical Dilemmas Because of recent ethical dilemmas in the investment industry, investors are concerned about who can be trusted with their funds. They could lose a life’s savings or retirement fund if they make the wrong decision. The sales employees have not been meeting their expectations and stand to lose their jobs if they and the company itself do not improve business. The leadership team could gain new respect and trust with clientele, employees and Wall Street. However if the new techniques fail they could lose their reputation and the entire business.

End-State Vision The vision of Intersect Investment Services is to “Provide a broad set of products and services to consumer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer” (University of Phoenix, pp. 1-11). Intersect desires to be at least number three in the industry. They want the brand image, reputation and clientele to grow rapidly. Using the new “customer intimacy” model.
Gap Analysis Intersect investment Services is coming from a state of “flux, never certain, always chaotic” (University of Phoenix, pp. 1-11). A decrease in sales, customer and employee satisfaction has brought the company to a sink or swim decision. They have decided to use a “customer intimacy” model to help the company get back on track over the next 12 months. The company wants to be an industry leader in this short time. Ethical dilemmas with other companies have left a positive opening for Intersect to advance as they wish.
Conclusion
Intersect Investment Services has an excellent opportunity to excel in the industry. The company needs all employees to support the changes that are taking effect. The company has excellent leadership with the exception on one individual who does not support or implement the changes. A decision needs to made quickly whether or not some employees will be let go.

References

Kinicki, A., & Kreitner, R. (2004). Organizational Behavior. Retrieved from http://ecampus.phoenix.edu/content/eBookLiberary2/content/eReader.aspx.

University of Phoenix. (). Scenario: Intersect Investment [Computer Software]. Retrieved from

University of Phoenix, Simulation, MMPBL/520 website
Table 1
Issue and Opportunity Identification
|Issue |Opportunity |Reference to Specific |Concept |
| | |Course Concept | |
| | |(Include citation) | |
|Intersect Investment Services is |“Intersect will improve |“Organization development is concerned with |Organizational |
|instituting a new philosophy which|its brand image and begin|helping managers plan change in organizing and |Development |
|requires company wide change. |establishing long-term |managing people that will develop requisite | |
| |customer relationships. |commitment, coordination, and competence. Its | |
|"Provide a broad set of products |This new brand image will|purpose is to enhance both the effectiveness of | |
|and services to consumer and small|also gain Wall Street’s |organizations and the well-being of their members| |
|business customers using a model |trust, so that |through planned interventions in the | |
|of customer intimacy that will |Intersect’s ethics need |organization’s human processes, structures, and | |
|build long-term relationships |never be questioned” ” |systems, using knowledge of behavioral science | |
|based on trust and value to the |(University of |and its intervention methods” (Kinicki & | |
|customer” (University of |Phoenix, pp. 1-11). |Kreitner, 2004, para. 45). | |
|Phoenix, , pp. 1-11). ” | | | |
|(University of Phoenix, pp. 1-11).| | | |
|Intersect Investment Services has |Intersect Investments can|“Organizations encounter many different forces |Forces of Change |
|decided to make revolutionary |use this change to become|for change. These forces come from external | |
|organizational change. This is |a more recognized and |sources outside the organization and from | |
|because of the uncertainty of the |more profitable company. |internal sources. This section examines the | |
|market caused by economic changes | |forces that create the need for change. Awareness| |
|after September 11, 2001. The | |of these forces can help managers determine when | |
|industry has become uncertain and | |they should consider implementing an | |
|it has become hard to maintain | |organizational change” (Kinicki & | |
|clientele and credibility on Wall | |Kreitner, 2004, para. 12). | |
|Street. | | | |
| | | | |
| | | | |
|“Since September 11, 2001, the | | | |
|financial services industry has | | | |
|been in a constant state of flux, | | | |
|never certain, always chaotic. The| | | |
|volatile climate has left many | | | |
|financial firms struggling to keep| | | |
|both their clients’ trust and Wall| | | |
|Street’s credibility. | | | |
|Since September 11, 2001, the | | | |
|financial services industry has | | | |
|been in a constant state of flux, | | | |
|never certain, always chaotic. The| | | |
|volatile climate has left many | | | |
|financial firms struggling to keep| | | |
|both their clients’ trust and Wall| | | |
|Street’s credibility” (University | | | |
|of Phoenix, , pp. 1-11). | | | |
|Sales level employees seem to be |Giving employee feedback |“Giving and receiving feedback on the job are |Employee Feedback |
|dissatisfied with their jobs and |will allow management the|popular ideas today. Conventional wisdom says the| |
|employee satisfaction is down |opportunity to see the |more feedback organizational members get, the | |
|while turnover is up. Employees |new vision is working. |better. An underlying assumption is that feedback| |
|are getting mixed messages and are|It will also let |works automatically. Managers simply need to be | |
|frustrated with their jobs. |employees know what |motivated to give it” (Kinicki & | |
| |information to follow. |Kreitner, 2004, para. 32). | |
|“Emotion is really running high |Letting them know the | | |
|throughout this organization. |details of the business | | |
|Worse, it appears that many of the|will secure their | | |
|people are still not aligned with |alignment. | | |
|our new vision; they don’t even | | | |
|understand why we’re doing it! | | | |
|And is it any wonder? Our | | | |
|directors are still preaching | | | |
|handling more clients in order to | | | |
|sell more products. They’re | | | |
|completely ignoring us” | | | |
|(University of Phoenix, pp. 1-11).| | | |
| | | | |
|Currently not all staff members |By retraining employees |“Shaping works very well with people, too, |Behavior |
|are aligned with the changes the |they will see and realize|especially in training and quality programs |Shaping |
|leadership team needs to make. |the vision the company |involving continuous improvement. Praise, | |
|They need to be retrained in new |has and how to reach the |recognition, and instructive and credible | |
|strategies. |goals of upper |feedback cost managers little more than moments | |
| |management. All staff |of their time” (Kinicki & | |
|“The biggest problem? We don’t |will have the tools to do|Kreitner, 2004, para. 57). | |
|have alignment with the vision. |their part in the change | | |
|Sales people have been trained on |effectively and | | |
|the new sales and service model |efficiently. | | |
|and many are flat out not using | | | |
|it. Members of my own so-called | | | |
|leadership team aren’t behind it” | | | |
|(University of Phoenix, pp. 1-11).| | | |
|Employee satisfaction is down in | |“Two primary components are involved in the |Individual-Organization |
|the sales department and employees| |employee employer exchange, inputs and outcomes. |Exchange Relationship |
|need to be retained to realize the| |An employee’s inputs, for which he or she expects| |
|company’s new goals. Customer | |a just return, include education, experience, | |
|satisfaction has also decreased | |skills, and effort. On the outcome side of the | |
|and studies show the two go hand | |exchange, the organization provides such things | |
|in hand. | |as pay, fringe benefits, and recognition. These | |
|In the past year the company “has | |outcomes vary widely, depending on one’s | |
|fallen short of revenue targets, | |organization and rank” (Kinicki & | |
|sales employee turnover is up 25 | |Kreitner, 2004, para. 12). | |
|percent and customer satisfaction | | | |
|has declined by more than 10 | | | |
|percent” (University of | | | |
|Phoenix, , pp. 1-11). | | | |

Table 2
Stakeholder Perspectives
|Stakeholder Perspectives |
| | |
|Stakeholder Groups |The Interests, Rights, and |
| |Values of Each Group |
|Employees |Employees are concerned about losing their jobs. They are responsible fro|
| |1:1 contact with clientele. |
|Leadership Team |The leadership team has a company reputation on the line as well as their |
| |jobs if the goals are not met. |
|Investors/Clients |Clients need to trust the company they are investing with and have every |
| |right to question practices. |

Table 3
End State Goals
|End-State Goals |
|Roll out 8 new products within 12 months. |
|Support sales to realize 14% increase in sales. |
|Reduce turnover by 20%. |
|Raise consumer satisfaction by 25 %. |
|Acquire stance as at least 3rd leading company in the industry. |

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