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Introduction
The situation analysis and problem statement approach as a solving method with a thorough understanding of the customer's needs and the technological capabilities of the industry?accelerates the creation of a successful result. However, before embarking on the journey to define the problem, disciplined preparation can make the difference between success and failure. A clear statement of the problem and clear understanding of what is the problem is needed as well as detailed analysis of the existing situation is essential to success.
A need can present itself in many forms and shapes. The problem could be a particular manufacturing or performance issue, or another problem could be as general as finding a way to reduce cost. What is the normal response to a problem? In many instances, the people responsible for problem solving-start generating ideas immediately. Quite often, however; and for various reasons, these very people have limited knowledge about the situation Background.
Situation Background (Step 1)
Intersect Investments, a financial services company, has recently experienced a loss of market share from their number 3 position in the financial services industry. The events of September 11, 2001 have left the financial services industry in a constant state of flux, of which Intersect Investments has not been immune. Intersect Investments has at times barley survived the past 4 years and has resisted changes to their services and product mix. One year ago Intersect Investments CEO, Frank Jeffers, identified a plan to restore investor confidence and establish long-term relationship through the implementation of a customer intimacy model. The new vision will require a change in th ...