Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Operations

3,639 views

Published on

Published in: Business, Technology
  • Login to see the comments

  • Be the first to like this

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 />

×