Problem Solution Essay

4464 words - 18 pages

Running Head: INTERSECT PROBLEM: SOLUTION AND DEFENSE MBA 520 Transformational Leadership October 27, 2008 Problem Solution: Intersect Investments Introduction Intersect Investment is a financial services organization that has been struggling to compete against Wall Streets compelling record of success since the day of September 11, 2001. The constant flux in the financial organization has left Intersect with a decision they need to make immediately in order to implement and maintain the trust of their clients and their credibility in the market. In the past four years Intersect Investment Financial Services has barely managed to survive but has resisted making any drastic changes. Now ...view middle of the document...

To do this, Frank Jeffers has identified a new vision for Intersect: "Provide a broad set of products and services to consumers 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, 2008).” Jeffers believes that when Intersect improves its brand image and establishes long-term relationships with its customers that they will gain Wall Streets trust and perhaps its ethics will never be in question. Intersect Investments sales and marketing executive group has an opportunity to adopt an innovative new vision that has the potential to skyrocket their profitability as well as build a broader and more devoted customer base. A few issues that stand in the way of realizing these opportunities is the new Executive Vice President of Marketing Sales leader Janet Angelo and team member resistance to change, both leader and team member values and beliefs, motivation, and lack appropriate feedback. In the past the sales team at Intersect Investment was advised to reduce call times while improving productivity. This worked well for the sales team the last three years in a row; however, in the most recent year there has been a vast increase in employee turnover as well as an inability to meet sales goals and a loss in customer retention. If customers continue to leave and lose trust in Intersect Investment there will be no reason to continue to reduce call times. Customers want an honest customer centric and trusted adviser for their financial services company. Through clear, extensive training and communicating the relating issues will help deliver and implement the new “customer intimacy” model to reach the desired growth they are seeking to see in the next 12 months. Stakeholder Perspectives/Ethical Dilemmas CEO Frank Jeffers has hired Janet Angelo as the new Executive Vive President of Marketing Sales to make a transformational change by implementing the new vision and model “customer intimacy.” The new vision is supposed to reflect on a more advanced change that will direct Intersect to bring a new spark to the financial market. Frank Jeffers has worked for Intersect Investments for 25 years and has restructured the company over many years focusing on strategies and change. Recently Frank had to let go of his most recent Vice President of Sales and Marketing due to weakening the visions Frank had for the company for growth opportunities. Frank is extremely loyal to his employees and is hoping that Janet Angelo will implement the changes required in order to fulfill the changes needed to effectively be in the top three financial companies having achievement in their leadership and work. Janet Angelo was recently hired by Frank Jeffers as the new Executive Vice President of Marketing and Sales. She is known for her style of restructuring companies using the “customer intimacy” model. Frank has given Janet a 12-month period to apply all the...

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