Aring,
h the
1.12 the state department of motor vehicle, attempts to
perform an analysis of the driver's licence renewal operations. in
the past each renewal process followed six steps to be performed
and took one hour to finish. calculate the daily productivity,
assuming that the working time is eight hours per day.
in an effort to improve performance, state department reengi-
neered the whole process, i. e. eliminated some steps, merged some
others, etc. as a result the renewal time of each process dropped
to half-hour. however, from time to time during the day, there
are some unexpected failures, which result in delays up to an hour
per day. has the modified process impact productivity?