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 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. Identify the perspective from which you're defining the problem-is it the perspective of Amazon or its workers? C. Use details in the case to identify the key problem. Don't assume, infer, or create problems that are not included in the case. D. To refine your choice, ask yourself, Why is this a problem? Explaining why helps refine and focus your thinking. Focus on topics in the current chapter, because we generally select cases that illustrate concepts in the current chapter. STEP 2: Identify causes of the problem by using material from this chapter, summarized in the Organizing Framework shown in Figure 5.11. Causes will appear in either the Inputs box or the Processes box. A. Start by looking at ) Figure 5.11 to identify which person factors, if any, are most likely causes to the defined problem. For each cause, ask, Why is this a cause of the problem? Asking why multiple times is more likely to lead you to root causes of the problem. B. Follow the same process for the situation factors. C. Now consider the Processes box in Figure 5.11. Consider concepts listed at all three levels. For any concept that might be Feb 14 23:34E