Your organization's first Web site was launched just six months ago, but already management is calling it a complete disaster. The site has failed to stimulate additional sales and has proven to be unreliable, with frequent periods of service interruption. Things are so bad that consumers are frequently calling the customer service center to complain. You are the manager of customer service and are surprised when the manager of marketing calls at 10 a.m. to invite you to lunch. She would like to discuss your ideas on how the situation can be turned around. How would you prepare for this meeting? What approach would you recommend to better define the problems with the existing Web site?