$109$ of $273$

The airline's efforts may not have been enough to turn the tide. A survey taken by LendEDU after Munoz's TV appearance found that $42$ percent of Millennials, the most frequent business travelers of any generation, would still not fly with United. ${?}^{117}$

A TOUGH COUPLE OF WEEKS FOR MUNOZ AND UNITED

The crucial conversations spurred by flight $3411$ continued for weeks after the incident. United published full$-$page ads in several major U$.$S$.$ newspapers in late April. The ads included an apology from Munoz. "That day, corporate policies were placed ahead of shared values," said United's CEO. The ads also outlined how the airline was changing its policies to prevent the reoccurrence of such an incident. ${?}^{118}$

Munoz's handling of the situation took a toll on his career at United. The airline's parent company, United Continental Holdings, denied the CEO's planned promotion to chairman weeks after the incident. ${?}^{119}$ Ironically, he too lost a seat he expected to receive.

APPLY THE $3-$STEP PROBLEM$-$SOLVING APPROACH TO OB

Use the Organizing Framework in Figure $9\mathrm{.}6$ and the $3-$Step Problem$-$Solving Approach to help identify inputs, processes, and outcomes relative to this case.

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