Martha McCaskey case on Harvard Business Publishing - will email to you if needed.

• Question: Identification of the problem(s)
• A problem represents the difference between what you want in a situation and what you are actually achieving or experiencing.
• Think in broader terms when trying to identify a problem. If you think too narrowly, you will most likely focus on the causes or symptoms of some larger problem. It is very important to consider the goals of the protagonist or the organization as a whole when you attempt to define problems because a goal represents a desired state.
• Historical cues (e.g., past levels of productivity or sales) or facts (e.g., current measures of effectiveness such as productivity, efficiency, or customer satisfaction) can be used to help identify a problem. Opinions of others besides the protagonist can be useful in identifying problems. Gaps between an organizational vision statement and reality also might indicate a problem.
• There can be more than one problem in a case. Your task is to consider all potential problems faced by the protagonist or organization as a whole and decide which ones are most important. Be sure to substantiate or thoroughly explain your conclusions.