1. State Automobile License Renewals Victoria Aleksina Sara Gibson Larry Jernigan TK Johnson Eve Martin Marney Sherrill

2. Introduction Henry Coupe Branch manager

3. Process Flow Chart

4. Analysis of the Situation Primary issue is bottleneck at steps 3 and 4 resulting in low customer satisfaction, low employee productivity, and low employee morale. Secondary issue (and secondary bottleneck) is the eye exam. Delays affect the overall wait time and decrease the volume of renewals.

5. Goals and Objectives

6. Alternative Courses of Action

7. New design

9. high volume (120) of processed renewals per hour

10. high efficiency

11. increase revenue while lower costs

12. TQM & Dimensions of Quality:

13. customer focus

14. well-designed process

15. performance dimension: meet goal efficiently, no short-cuts

18. Visual signs and verbal effort to direct traffic

20. Questions?