STEP $1$: Define the problem.

A$.$ Look first at the Outcomes box of the Organizing Framework to help identify the important problem$($s$)$ in this case. Remember that a problem is a gap between a desired and 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 important and focus on it for steps $2$ and $3.$

B$.$ Cases have protagonists $($key players$),$ and problems are generally viewed from a particular protagonist's perspective. In this case you're asked to assume the role of a business owner.

C$.$ Use details in the case to determine the key problem. Don't assume, infer, or create problems that are not included in the case.

To refine your choice, ask yourself, Why is this a problem? Focus on topics in the current chapter, because we generally select cases that illustrate concepts in the current chapter.