Using Data for Problem Solving Rod Simmons is a civil service employee, managing a state Depart- ment of Motor Vehicles (DMV) office. The DMV office issues annu- al auto registrations, renews driver's licenses, and conducts driver examinations. The office is organized into departments, each with a supervisor reporting to Rod. The Vehicle Registration Department has eight clerks. The Motor Vehicle Operator License Department is staffed with four clerks and four examiners. Rod has become increasingly concerned because documented taxpayer complaints directed at his office have been increasing over the past year. This has recently come to the attention of his superi- ors at the state capitol, who have begun putting pressure on him to stop the complaints-somehow. Rod is not sure at this point how to go about it. He knows that it would be better to look at the available data to try to find the cause, or causes, rather than just giving a pep talk to his employees. He starts by assembling the following: The office handles about 35,000 license or registration transac- tions annually. Workforce history: Nine of the 12 clerks have been with the office for five years or more. Three were added during the last year. Two of the examiners have over five years' tenure, while the other two have less than one year. Office work schedule and hours available: Office hours are 8:00 a.m. until 5:00 p.m. with one hour for lunch, Monday through Friday. Lunch hours are staggered for clerks and examiners, half from 11:00 a.m. until noon, and the other half from noon until 1:00 p.m. (By doing this, the office is open for business nine hours per day.) Clerk hours available/year: 23,000 Examiner hours available/year: 7,800 Supervisor hours available/year: 3,800 Procedures: A driver's license must be renewed every three years during the driver's birth month. Vehicle registration must be renewed annually within the 12th month of the current registration. Total complaints for the last two years: 20 Month January February March April May June July August September October November December Totals Complaints This Year Complaints Last Year 14 6 10 7 14 5 10 19 9 21 10 27 13 31 16 19 24 13 28 14 30 12 274 134 36 Total taxpayer complaints by category for the current year: Berating by examiners 21 Clerks ignoring customers (taxpayers) 35 Incompetence 33 Long waits in line 75 Rudeness 60 All others 50 If you were Rod, how would you use the problem-solving methods and tools covered in this chapter and Chapter 15 to high- light trends, determine how to proceed, and attempt to find root cause(s)? This assignment will focus on the use of quality tools in manipulating data to solve problems. The problem specifics can be found in the textbook (8th edition) starting on pages 279-280. This is a critical thinking activity entitled "Use Data for Problem Solving". The expectation is that you will employ one of the problem solving methods identified in Chapter 16 to guide you through the process. For the data given, use tools introduced in Chapter 15 to visualize trends and identification of most common issues. Lastly for root cause analysis, answer the "Five Why's." Your analysis should be thorough and easy to follow for the reader