Read the case study and answer the questions provided. Jembu Service Station has been in operation for ten years. They have been enjoying good profits as a result of good turnovers due to a tremendous increase of customers both for fuel and their shop. The Service station has employed 4 fuel attendants at their 6 filing tanks service station. The Service Station also employed two cashiers and two cooks in the shop. The petrol attendants have been doing a good job, offering proper customer service such as cleaning customers' windscreens, checking tyres pressure, and water and oil level, these increased the customers coming at the service station and resulted in sales increase. But lately, the customer base grew tremendously, and the petrol attendants have been overwhelmed with the number of customers they have to serve, thus, failing to offer those extra services to the clients and concentrating only on fuelling the cars instead. Some customers noticed the change in service, and they were no longer coming to the fillup at Jembu Service Station. In the same vein, the management sees fuel sales declining due to lower sales. The management ordered the petrol attendants to start offering the best service as they used to, but cars started queueing again, that forced customers to again go to the other service opposite the street. The management also gave the petrol attendants a pay rise after pay rise, but the problem persisted, and sales continued to decline. The management was not so experienced enough to analyse link the situation to the shortage of petrol attendants. On the other hand, in the shop, sales also started to decline because the employees in the shop were not well equipped enough to offer the best customer service, they were rude and slow in assisting customers. The management believed that poor customer service is linked to demotivation, so they offered the employees a pay rise, but the customer service only improved for short time and resurface again, they kept on giving pay rises but the situation never permanently disappeared, instead, it resulted in cash shortage for the company. They even cut down their prices, but sales were still just declining. The management of the service station feared that the service station might cease to operate shortly. They, therefore, approached you as a consultant to analyse their situation and find a solution to their problems. You realized that the situation of the service station resembles a welldefined structure, which exhibits distinct behaviour over time, and might have welldefined strategies for dealing with the underlying structure of the service station. a) Identify and explain the two systems archetypes to which the situation at the service station resembles. (10 marks) b) Based on the systems archetypes you identified, how can the situation be addressed permanently? (5 marks)