To free up administrative staff time, University Health has been using an automated system to remind patients of upcoming appointments. But because patients are unable to ask simple follow-up questions or schedule procedures, calls to the office and wait times have not decreased. Lian and the rest of his business process improvement team need to redesign the process. What improvement should Lian and the team look for first? Brainstorm improvement ideas while examining the "as is" process flowchart. Look for the biggest time-wasters, such as points where there is extensive waiting, moving, or rework. Each BPI team member should write a scenario about how to change the problematic call system