Can’t have any references outside of the case. Don’t need to summarize the case in the first paragraph.
step1: Problem（Reflect on the research and planning cycle (Figure 7.1) and how it was used within FedEx. Could the same results have been achieved without research informing their messaging along the way?）
step2: Background （According to the 1st paragraph）
Step3： Solution （According to the other paragraphs）
Step4: Outcome/ Result （ have to think by self）