Question: ales are down, and Francis knows he needs to make some changes to reverse the trend and not only bring sales up to the previous

ales are down, and Francis knows he needs to make some changes to reverse the trend and not only bring sales up to the previous level, but actually increase them by

5 %

over last year. He is now trying to understand whether the downturn was caused by poor customer service, poor quality product, improper pricing, or some other factor. Which step has Francis reached in the comprehensive approach to change?

.

Setting goals for the change

.

Selecting a change technique

.

Recognizing the need for change

.

Implementing the change

.

Diagnosing relevant variables

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