What is Step 2 in Change Analysis?

• A. Establish the norm. What should have happened?
• B. Define the problem. What happened?
• C. Identify the distinctive features of the change.
• D. List the possible causes.

Answer: (A)

In Change Analysis, the second move is to establish the norm—the expected state or how the process should operate. This creates a baseline against which to compare what actually occurred. By asking what should have happened under normal conditions, you define reference criteria such as procedures, performance targets, cycle times, or quality standards. That baseline lets you recognize a deviation, understand the impact of the change, and guides the next steps, like distinguishing the features of the change and exploring possible causes. Defining the problem comes first, while identifying distinctive features and listing potential causes come later, once you have a clear benchmark to measure against.