You're working on trying to reduce waiting times for patients. Your formal aim is to reduce the average waiting time for all patients to less than 20 minutes by next November. For a few months, you have tried different changes and dutifully gathered data on several process measures and your outcome measure, which is the average number of minutes in the waiting room per patient. You're meeting with your office team to review this graph. Upon studying it, would you say the changes the team is testing are leading to improvement?

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