Final answer:
According to Steve Spear, the first step in building a problem-solving system is defining normal and helping workers recognize abnormality.
Step-by-step explanation:
According to Steve Spear, the first step in building a system in which problems are routinely "seen and solved" is:
A. Defining normal and helping workers to recognize abnormality
B. Replacing middle managers who are not focused on improvement
C. Escalating system-wide problems
D. Performing a root cause analysis
Steve Spear, in his work on problem-solving and continuous improvement, emphasizes the importance of defining normal and helping workers recognize abnormality as the first step. This involves establishing baseline standards and educating employees to identify deviations from those standards. By doing so, organizations can proactively address and solve problems before they escalate. While root cause analysis is an important technique in problem-solving, it is not the first step according to Spear's approach.