Gap Analysis: Intersect Investments
After September 11, 2001, the environment in which the financial services industry was operating began to change. "The volatile climate has left many financial firms struggling to keep both client's trust and Wall Street's credibility." (Intersect Investment, 2007, p.1). Financial service companies operate in a global industry with increasing competition. In order to succeed Intersect must adjust quickly to customer demands and at the same time achieve differentiation to stay ahead of their competitors.
This paper reviews the "Global Communication Scenario." The topics on this paper are: Issue and Opportunity Identification, Stakeholder Perspectives/Ethical Dilemmas, End-State vision, Gap Analysis and Conclusion.
Situation Analysis
Issue and Opportunity Identification
According to the Intersect Investment Scenario (2007), "The volatile climate has left many financial firms struggling to keep both client's trust and Wall Street's credibility. To succeed, investment companies need to offer an ever-expanding array up to minute products coupled with expert advice." (p.1). In addition to the socio-political and market pressures, Intersect was not able to provide services advertised to their customers. Therefore, the customer satisfaction rating was declining and its image was deteriorating.
Intersect's CEO recognized these external forces of change were the perfect opportunity to identify a new vision for the company and implement a drastic organizational change. Frank's new vision was: "Provide a broad set of products and services to customer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer." (Intersect Inv ...