Intersect Financial Services

Paper Summary:

This papers discusses the issues and concerns at Intersect Financial Services. Following 9/11 Intersect's market performance has been less than exemplary and its CEO is intent on implementing a change program targeting the organization's sales and marketing department led by its new Executive Vice President. The recommended solution is to implement a quality management program and preferably the Six Sigma program because of its focus on measurable results that concentrate on customer derived metrics.

Outline:
Abstract
Describe the Situation
Stakeholder Perspectives/Ethical Dilemmas
Frame the "Right" Problem
Describe the "End-State" Vision
Evaluate the Alternatives
Narrowed List of Alternatives
Identify and Assess Risks
Make the Decision
Develop and Implement the Solution
Evaluate the Results
Conclusion

From the Paper:

"Intersect has successfully implemented a quality management program, Six Sigma, and effectively reengineered all of its internal business processes to reflect its customer-focused strategy. Six Sigma has been instituted in every department and at every functional level of the organization and a dashboard system has been instituted that continuously monitors performance based on the following metrics: sales revenue, customer satisfaction surveys taken quarterly, profit margin, and employee satisfaction surveys taken quarterly."

Sample of Sources Used:

• Atkinson, P. (2005). Managing resistance to change. Management Services, 49(1), p.14. Retrieved September 8, 2006 from EBSCOhost online database: http:// www.apollolibrary.com/
• Avery, Christine, and Diane Zabel.(1996). The Quality Management Sourcebook: An International Guide to Materials and Resources. New York: Routledge.
• Chester, B. (2005). Change management. AIIM E-DOC, 19(3), p.10.Retrieved September 8, 2006 from EBSCOhost online database: http:// www.apollolibrary.com/
• Hahn, Gerald J. (2002). Deming and the Proactive Statistician. The American Statistician 56/4, p.290+. Retrieved September 8, 2006 from EBSCOhost online database: http://www.apollolibrary.com
• Smith, D. and Blakeslee, J. (2002). The new strategic six sigma: The old standby quality approach, six sigma, can change your organization's culture to drive strategy deployment and business transformation. T&D Sept. 2002: 45+. Retrieved September 8, 2006 from EBSCOhost online database: http://www.apollolibrary.com

More papers on Intersect Financial Services:

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