20. Daniel, the admission department supervisor, has been receiving complaints about his registration staff. They are making patients late for their appointments because they are so slow and the lines are long. What should Daniel do first to address this problem? a. Let staff know that there are complaints b. Start registering patients himself when lines get long c. Observe the patient registration process d. Hire a part-time registrar for busy times c The 85/15 rule states that 85 percent of issues are related to systems and processes and only 15 percent are related to unproductive employees. Daniel should observe the process first (Swenson 2020, 651)