APPLY THE 3-STEP PROBLEM- SOLVING APPROACH TO OB STEP 1: Define the problem. A. Look first at the Outcome box of the Organizing Framework in Figure 5.11 to help identify the important problem(s) in this case. Remember that a problem is a gap between a desired and a current state. State your problem as a gap and be sure to consider problems at all three levels. If more than one desired outcome is not being accomplished, decide which one is most impor tant and focus on it for steps 2 and 3. B. Cases have protagonists (key players), and problems are generally viewed from a particular