STATE AUTOMOBILE LICENSE RENEWAL CASE

Susan Granatelli, the new manager of a metropolitan branch office of the state department of motor vehicles is interested in re-designing the driver's license renewal operations to handle a greater load of renewal applications. Examining the current system, she discovered that each customer followed a fixed sequence of steps with average times in seconds as noted in the table below.

Step Hob! Activity Time Sec. 1 Review application for correctness 15 2 Process and record payment 30 3 Check le for Violations and restrictions 60 4 Conduct eye test 40 5 Photograph applicant 20 6 Issue temporary license 30