2.1. Identifying the problem - Identify a problem or area, or system that needs to be changed. Explain how you went about identifying that change. Provide evidence that you have either looked at benchmarks, feedback from customers etc. - Define what the problem is. - Explain the desired effect of your change. 2.2. Recommendations for change - Compile recommendations into a report format that can be presented to management. - Engage with stakeholders to ensure that the recommendations are fit for purpose. - Get senior management sign off for the proposed recommendation. 2.3. Implementing the plan - Provide evidence that you implemented the plan. - Explain how you dealt with resistance from people. - Explain what support structures were in place to support you