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Case Study - Flow Process Chart

The document describes the process of getting license plates at the Department of Motor Vehicles (DMV) through a case study. It involves taking a number, waiting in the waiting area, paying city sales tax after a 4 hour wait, taking another number and waiting 1 hour and 40 minutes to pay property tax, then waiting 10 minutes to pay registration and license fees, receiving license plates after 6 total hours. The process chart could map out each step and suggest reducing wait times through better staffing or a reservation system.

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Vishrut
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136 views

Case Study - Flow Process Chart

The document describes the process of getting license plates at the Department of Motor Vehicles (DMV) through a case study. It involves taking a number, waiting in the waiting area, paying city sales tax after a 4 hour wait, taking another number and waiting 1 hour and 40 minutes to pay property tax, then waiting 10 minutes to pay registration and license fees, receiving license plates after 6 total hours. The process chart could map out each step and suggest reducing wait times through better staffing or a reservation system.

Uploaded by

Vishrut
Copyright
© © All Rights Reserved
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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CASE STUDY – FLOW PROCESS CHART

At the Department of Motor Vehicles (DMV), the process of getting license plates for your
car begins when you enter the facility and take a number. You walk 50 feet to the waiting
area. During your wait, you count about 30 customers waiting for service. You also find
many customers become discouraged and leave. When a number is called, if a customer
stands, the ticket is checked by a uniformed person, and the customer is directed to the
available clerk. If no one stands up, several minutes are lost while the same number is
called repeatedly. Eventually the next number is called. And more often than not, that
customer has left too. The DMV clerk has now been idle for several minutes, but does not
seem to mind.

After 4 hours, your number is called and checked by the uniformed person. You walk 60
feet to the clerk, and the process of paying city sales taxes is completed in 4 minutes. The
clerk then directs you to the waiting area for paying state personal property tax, 80 feet
away.

With a sinking heart, you take a different number and sit down with some different
customers who are just renewing licenses.

A 1-hour, 40 minutes wait this time, and a walk of 25 feet you pay your property taxes in a
process that takes 2 minutes.

Now that you have paid taxes you are eligible to pay registration and license fees. The
registration and license customers are called in the same order in which personal property
taxes were paid. There is only a 10-minutes wait and a 3-minute process.

You receive your license plates, take a minute to abuse the license clerk, and leave exactly
6 hours after arriving.

Make a process chart to depict this process, and suggest improvements.

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