Quality, Productivity and Process Improvement for the California DMV

The California Department of Motor Vehicle is a state owned agency responsible for issuing licenses to the vehicles and vessels in California. It also regulates and monitors the driving schools, traffic schools and the personal vehicle owners. The agency also performs the task of vehicle registration, renewable of licenses, collection of registration fees and formulating rules and regulations with regards to vehicles and their usage. The agency is a state owned body, so it had a monopoly in the country. But 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 new framework for the 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.

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