A hospital emergency department embarks on a project to reduce amount of time patients are waiting to be seen in the emergency department. Before making any changes to the processes and routines in the emergency department, the team took some time to map out each step in the process starting from the time the patient entered the waiting area to the time they were seen by a provider. They looked at the structure and set up of the waiting area, the process of registration, the process of triage - and every little step between arrival and provider. This demonstrates what step in the DMAIC model of quality improvement