Quality, Productivity and Process Improvement for the California DMV Essay

Quality, Productivity and Process Improvement for the California DMV - Essay Example However, they want to provide efficient services to their customers. For this reason, the director of the company along with the steering committee took steps to plan a business re-engineering project. They monitor each aspect of the business functions of the agency thoroughly. This is done to find those weak points which required to be changed. In this situation when the agency’s motive is to increase their quality of service and performance, re-engineering of the business process is done. Re-engineering involves uprooting the weak points in the system totally, planning out a new framework for a solution and finally implementing the designed solution. The business policies supporting these systems also need to be changed along with the new framework. This will not only bring productivity but enhance the performance level of the company as a whole. Table of Contents Abstract 2 Introduction 4 Analysis 5 Discussion 7 Application 8 Conclusion 9 References 11 Introduction The Cali fornia Department of Motor Vehicles (DMV) is a state government owned agency which registers the vehicles and boats in the state of California. They issue driver's licenses in the state to the vehicle owners. The agency also regulates the car dealers, commercial vehicles, the private driving schools and the traffic schools. The Department of Motor Vehicles works in coordination with the Superior Courts of California. It is responsible for carefully monitoring the wrong practices, if any, and regulates the licensing activities. Its headquarters is in Sacramento. There are about 9,000 employees working in the agency in different places. Nowadays, DMV has converted its licensing and registration activities into online services through an automated system called Automated Management Information System (AMIS) (Carroll, 1991, p. 210-211). In this study we are going to analyze the problem areas of DMV, the hurdles that it faces due to the old framework of the agency, and the degrading qual ity of services provided by the employees. After exploring these issues and finding out the causes behind their occurrence, the probable solutions can be suggested. The agency deals with a large number of vehicle owners around the country. Moreover, the task of regulating and monitoring can be really vital when the agency is state owned and is controlled by the Superior Courts of the state. But it is generally seen that state owned agencies are usually run on the age old policies and regulations. They do not introduce any new framework or structure or strategy into the system to encourage growth. This leads to regarding quality services. The employees become corrupt and involved in taking bribes. Analysis DMV in California is a state owned agency regulating and monitoring the vehicles and boats and their owners in California. The agency is run by the government under the supervision of the Superior Courts. So it can be understood that the framework of rules and regulations is old, t he structure of the organization and the functions and strategies need to be changed or amended. Major changes were required in the service delivery departments of driving license, personal and commercial vehicles. DMV mainly wanted to improve the quality of services they were offering to their customers. The performance of the employees as well as the IT department was poor due to their outdated technology and networking. So it is important to first see what quality means and how they can improve