Midrand Licensing Department Case Study

The aim of this project is to improve customer services at the Midrand licensing department. Customer satisfaction is closely related to customer expectation, for a service provider such as the licencing department the services and operations design are interrelated and they influence each other. Client are not willing to wait in long queues the whole day just to apply for a licence. Success of the system will measured against these key performance areas: speed, quality, dependability, flexibility and cost. The objective is to create a process that is aesthetically pleasing and satisfies client meets for client and form a operations point of view the projet will be delivered on time and within budget.
1 PROCESS DESCRIPTION
1.1 Current Process
The Midrand licensing department provides motor licensing and drivers licencing services to the Midrand community. .It is located on piece of land of approximately 2 acres, most of the facility is green field and the about XXm2 is the testing ground and the rest is a parking lot and two buildings (are designated A and B) that are used for service related activities.
Building (A) is partitioned into a two sections, the main part of the building is used for processing vehicle licencing applications and the second part of the building is serves as the payment
From the eye screening area, the client then proceeds to the payment area in the main building (A). Where they have to join another queue in order to make a payment. There are capacity constrains in this area such that the queue overflows to the outside veranda. The average queue length is about 30 people and only 10 sits are available. The waiting time in this area varies a lot because there are “agents” who seem to be processing a large number of applications, on the day of this investigation it was observed that the manager discourages this practice, but individual cashiers do take multiple forms from these “agents” and they process them as an when they