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Operations

  1. 1. State Automobile License Renewals<br />Victoria Aleksina <br />Sara Gibson <br />Larry Jernigan<br />TK Johnson<br /> Eve Martin<br />Marney Sherrill<br />
  2. 2. Introduction<br />Henry Coupe<br />Branch manager <br />
  3. 3. Process Flow Chart<br />
  4. 4. Analysis of the Situation<br />Primary issue is bottleneck at steps 3 and 4 <br /> resulting in low customer satisfaction, low employee productivity, and low employee morale.<br />Secondary issue (and secondary bottleneck) is the eye exam. Delays affect the overall wait time and decrease the volume of renewals.<br />
  5. 5. Goals and Objectives<br />
  6. 6. Alternative Courses of Action<br />
  7. 7. New design<br />
  8. 8. Quality Management<br /><ul><li>Definition:
  9. 9. high volume (120) of processed renewals per hour
  10. 10. high efficiency
  11. 11. increase revenue while lower costs
  12. 12. TQM & Dimensions of Quality:
  13. 13. customer focus
  14. 14. well-designed process
  15. 15. performance dimension: meet goal efficiently, no short-cuts
  16. 16. aesthetics dimension: space layout facilitate seamless process</li></li></ul><li>Cost of Quality <br />
  17. 17. Poka-yokes<br /><ul><li>Stickers reminding applicants and clerks to review data
  18. 18. Visual signs and verbal effort to direct traffic
  19. 19. Reminder to smile for clerks</li></li></ul><li>Evaluation and Control<br />Measures:<br />Average employee utilization<br />Average # of applicants in line and in the system <br />Average waiting time in line and in system <br />During one week: <br /> Analysis of the employee utilization, applicant wait lines, and applicant processing times.<br />One month after the implementing the changes – another analysis covering one-week period. <br />
  20. 20. Questions? <br />

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