OPPapers.com

Gap Analysis Intersect Investments

Running head: GAP ANALYSIS: INTERSECT INVESTMENTS

Gap Analysis: Intersect Investments
Wanda Riecks
University of Phoenix

Gap Analysis: Intersect Investments
The financial services industry is constantly in motion. It is sometimes up and sometimes down, but it is always chaotic. Many firms are struggling to survive and retain their clients. Trust is hard to maintain and Wall Street doubts the credibility of most firms. Success requires the ability to change tactics by offering new products and services.
Intersect Investment Services (IIS) has struggled to survive over the last four years and despite the struggle, IIS has been resistant to change. One year ago, Frank Jeffers, IIS CEO decided that a change in the paradigm was required. He identified a new vision for IIS. The vision was based on the customer intimacy model which states “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, n.d.) This paper will address the gaps in IIS change model.
Situation Analysis
Issue and Opportunity Identification
The financial services industry is in constant flux, moving up and down. This flux has eroded the trust that the clients have in the company and it has also affected the credibility of financial services companies and Wall Street. Jeffers, IIS CEO, has resisted changing the way that IIS has done business in the past but now has decided that change is needed. He wants to shift the focus to one of customer intimacy. This model builds long term relationships that are built upon trust and value the customer. This is a direct paradigm shift for the company from one that was production centered and requires adaptation of the organizational culture with a new vision and new business model. Jeffers believes that this change can help IIS to regain a market advantage....