Based on the following scenario, list THREE (3) problem symptoms that might suggest underlying problem causes (one in each TOP area). In each case describe the symptom and justify why you have classified it as related to a T, O or P cause.

Scenario: Dat and Holly own Nguyens Lavender Farm. They grow fields of lavender, and distil the flowers for lavender oil, which they use to produce a range of oils and beauty products. On the property, overlooking the lavender, they run a small caf, where they sell their range of lavender products.

Nguyens lavender products were recently promoted in an article in the local newspaper. Since then, the number of customers browsing and shopping at the caf has doubled. Particularly at lunch time, things have been chaotic for the caf staff. However, Holly is reluctant to put on more staff as she fears the increase in customer sales might only be temporary.

Because the caf is small, bookings are recommended and staff often must turn diners away if there has been no booking made. Staff are becoming increasingly frustrated by customer complaints about the booking service. Customers have complained that phone calls regularly fail and they also have been unable to make bookings online. New phone system equipment was installed some months ago. Despite several calls by Dat to their service provider the phone issue has not been fixed.

Their website which was recently developed by ABC Websites does not include an online booking system. The web developer suggested including this feature in the design, however Holly felt they could not afford the extra expense. There have also been complaints that the online ordering platform has been crashing. Dat has contacted the web developer about this issue, but they seem quite unhelpful.

Dat and Holly have recently expanded into online sales. To encourage sales, Holly decided to offer free delivery on all products, however, as most orders are relatively small, this is proving quite costly.

Some specific comments from the stakeholders include:

Holly (owner): We dont seem to be making any money from online sales. Most people only order one product at a time. By the time we pay for delivery and upkeep of the site there is little profit. Everyone says online is the way to go. It is stressing me out!

Dat (owner): I dont know why Holly picked ABC Websites. I have had nothing but trouble with the site they developed. I dont know why we have free delivery for all orders. Why should we pay to have goods delivered to Darwin?

Kate (Caf waitress staff): Since our range was promoted in the local paper we are busier than ever, but we have no extra staff. As well as waitressing, I am expected to assist people with the sale of lavender products. It is too much! I cant be expected to do everything. Why cant we hire some casual staff?

Anna (Receptionist): I wish people would stop complaining. I have no training on the phone system here, its really complicated and it is not my fault that our phone reception is poor. Blame Optus!

Caf Customer: Great atmosphere, I love the view, but service was so slow.

Caf Customer: I wont be coming back, the waitress was totally flustered and mixed up our orders. I had to ask her three times for my coffee. How hard can it be?

Fred (ABC Websites): Customers pay for our expertise, then they dont listen to us. Of course the website lacks functionality. Holly from Nguyens Lavender Farm wanted a job on the cheap not a job done properly!