Henry Coupe the manager of a metropolitan branch office of
Henry Coupe, the manager of a metropolitan branch office of the state department of motor vehicles, attempted to analyze the driver’s license-renewal operations. He had to perform several steps. After examining the license-renewal process, he identified those steps and associated times required to perform each step, as shown in the following table:
State Automobile License-Renewal Process Times
Average Time
To Perform
Step (seconds)
1. Review renewal application for correctness ....... 15
2. Process and record payment ............. 30
3. Check file for violations and restrictions......... 60
4. Conduct eye test .................. 40
5. Photograph applicant ............... 20
6. Issue temporary license .............. 30

Discussion Questions
1. What is the maximum number of applications per hour that can be handled by the present configuration of the process?
2. How many applications can be processed per hour if a second clerk is added to check for violations?
3. IF the second clerk could be added anywhere you choose (and not necessarily to check for violations, as in questions 2), what is the maximum number of applications the process can handle? What is the new configuration?
4. How would you suggest modifying the process to accommodate 120 applications per hour? What is the cost per application of this new configuration?

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