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CASE STUDIES State Automobile License Renewals Henry Coupe, the managst of a metropolitan branch office of Step 6. issuing temporary lieenses, was requifed by state policy the state depuriment of notor vehicks, attemapted to analyse the to be handled by uniformed moter vehicle officers. Offieers driver's license-renewal operations. He had to perform several were paid $18 per heur bat could be assigned to any job exeept sepe. After examining the licenserenewal process, he identified photography. those steps and associated times required to perform each seep, as A review of the jobs indicated that Step 1, reviewieg applicashown in the followine table: tions for correctness, had to be performed before aby other step State Automobile License Renewal Process Times could be takea. Similarly, Step 6 , issuing temperary licenses, could not be performed until all the other steps were completed. Hesty Coupe was under severe presure to increase productivity and reduce costs, bet he was alse told by the regional director that he nust accomnodate the drmand for renewalk. Onherwise, "heads woald roll." Discussion Questions 1. What is the maximum mumber of applications pier hour that can be handled by the present configeration of the proccis? Coupe found that each sep was asxigned to a different person. 2. How masy applications can be procesied per hour if a second Each application was a ieparate process in the requence shown. clerk is added to check for violations? He determised that his oflise should be prepared te accommo- 3. If the second clerk could be added anymbere you choone (asd date a naximum demaed of processing 120 renewal applicants bit nocescarily to check for violations, as in Question 2), what per hour. is the maximum number of applications the process can han- He obscrved that work was uncvenly divided among cleris die' What is the ncw configuration? and that the clerk responsible for chocking violations tenied to 4. How woald you suggest modifying the peocess to accommeshorteut her task to keep up with the other. Long lines beilt up date 120 applications per hour? What is the ooat per application during the naximum-4cmand perioth. of this now configuratiop? Coupe also found that Steps I to 4 were handled by general clerks who were cach paid $12 per heur. Step 5 was performed by a phosegrapher paid $16 per hour. (Branch offices were Sime Moditied from a caie by W, Earl Saser, Paul R. Oloan, and D charged 510 per hour for each cameta to perform phetography.) Rondiver (Bovon: Allyn i Bacou). Laying Out Arnold Palmer Hospital's New Facility Video Case When Orlando's Arnold Palmer Hospinal bcean plans to create In a traditional lincar hospinal layout, called the facetrack a new 27 bobed, 11 sstory hospital across the street from its exis- design, patient rooms line long lallways, and a mune might walk ing facility, which was bursting at the seans in terms of capuc- 2.7 miles per day serving patient necds at Amold Palmut. "Sonse ity, a massve plabning process bepan. The 5100 million building. Aurses spent 305 of their time simply walking With the nursing opened in 2006 , waslong overdue, according to Executive Director shortage and the high cont of health care profcssionals, efficiscey Kathy Swanson: "We sarted Arnold Palmer Hospital in 1989, is a major cosecrn." added Swanson. With the nursing station in with a mission to provide quality services for children and women the cester of lo- of 12 -hed cirsular pods, no patient room is more in a comforting family-friendly environment. Sinee then we have than 14 feet from a station. The time avings are in the 20 is range. served weil ovet 1.5 trillson wonsen and chibdren and now deliver Swanson pointed to Figutes 9.21 and 9.22 as examples of the old more than 12,000 bubies a year. By 2001. we simply ran eut of and new walking and trip distances." rooem, and it was time for us to frow." "We have also totally tedevigned sur neonatal roems," says The new hospital's unique, circular pod design provides a Swanson. "In the old system, there were I6 neonatal beds in a maximally efficient layout in all areas of the bospital, ereatiog large and often noisy roctangular room. The new bailing features a patient-centered environment. Seridertape desiga features semiprivate rooms for these tiny babies. The rooms are much include a serene cavironment created through the use of warm improved, with added privacy and a quiet, simulated night colors, private rooms with pull-donn Murphy beds for family atmosphere, in addition to pullidewn beds for parents to use. members, 14-foot ceilings, and matural lighting with oversized Our research shows that bakies impeove and develop much more windows in patient roons. Bat these radical new fcatares did not quickly witb this layout design. Layeut and cnvironment indioed come casily. "Thas ped concept with a central sursing area and impact patient care?" pie-shaped rooms resulied froes over 1,000 planning moetings of 35 user groups, extense motios and time studies, and computer "Layout and walking divasees, including sores of the numben in simulations of the daily movements of nurses, says Swansen. Figures 9.21 and 9.22, hwe been simplified for purpons of this cave