Petra's Studio for Modern Cuisine has been in business now for nine years.It has two large kitchen/classrooms an office and change rooms on the main floor of a three-story office building surrounded by retail businesses.

Petra had studied culinary arts in Toronto and Paris and worked as a sous-chef and chef in New Orleans, and San Francisco.She opened the cooking school studio in hopes that it would provide the steady income and no-travel career while she raised her family.At first, she offered only classes in Cajun Cooking (her own specialty area).

Right from the start the school started getting phone calls about other types of cooking classes (French, Nouvelle Cuisine, Indian, Chinese, Mexican, Vegan etc).Because of her contacts in the industry, Petra found that she could get specialists to teach each of these courses on a part-time basis.Before long the studio was running at full capacity (she has long waiting lists for each of her classes) offering a huge variety of cooking instruction, to many different age and ethnic groups over a wide area of the city.

Petra is starting to hate every minute of it.The problems are enormous.She spends hours returning phone calls from customers who are dissatisfied; that the lessons were not what they expected; that the instructor did not show up last class; that the instructor shouts at the students; that there are too many old people in the class so it moves too slowly; that there are too many young people in the class who are boisterous; that the instructor is teaching the wrong kind of recipes; that the wrong time was given out for the dates of the class; that the instructor forgot the ingredients for the last class and so a refund should be given; that the instructor sucks; that the instructor pushed the class too hard and the students ruined their dishes......

Petra is making lots of profit, but she recognizes the warning that this will not last unless she takes action.

2.a.Suggest an overall strategy for refocusing this business.

2.b.Sketch out the changes that Petra should put in her revised business plan.