University of Phoenix
May 14, 2007
Leadership and Change Management Research
The following assignment is submitted for MBA 520, Transformational Leadership and was compiled using benchmarks collected for the scenario faced by Janet Angelo as the Executive Vice President of Marketing and Sales at Intersect Investment Services. Janet was hired for her expertise in implementing a "Customer Intimacy" model at two other companies and most recently at a bank. In all three places, Janet was able to improve customer loyalty and increase sales. Janet recognizes that moving from a traditional customer service relationship to a "customer intimacy" model requires major organizational restructuring, and that in her previous positions, she had the luxury of making those changes gradually over three years' time. At Intersect, she has only 12 months. The main reference for this assignment was Kinicki & Kreitner's Organizational Behavior along with other research conducted by this learning team.
Specific Leadership Traits for Success
During the learning team's research and benchmarking several common threads were discovered that were evident in financially successful companies. One such common thread was the recurrence of the theme of a charismatic leader in charge during times of change.
Intersect recently hired Janet Angelo for the position of Executive Vice President of Marketing and Sales specifically to implement a Customer Intimacy model in her department. Janet has been successful in implementing the customer intimacy model in other companies; however, Janet seems to lack in charismatic leadership skills which are needed to motivate employees. Janet may find it useful to benchmark Apple Computers and the success Steve Jobs brought the company through charismatic leadership before implementing change at Intersect.
"Historically, charisma has most often been... [continues]
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