The Department of Motor Vehicle (DMV) office helps individuals take driver’s license tests, renew, or replace driver’s licenses, or get new license plates. However, in the United States, the DMV office is synonymously associated with long waits or service delays (Kazancoglu & Ozkan-Ozen, 2019). Delay is one of the eight wastes in service hindering lean transformation that identifies with the DMV for the following reasons. Due to the monopolistic nature of the organization, on average, the organization’s customers usually wait for more than an hour to be served. Additionally, upon service delivery, most consumers have complained about a lack of consumer satisfaction due to poor service delivery. Delays and poor service delivery have attuned consumers to make late payments and rescheduling appointments, which in turn has attributed to misleading accounting and a lot of paperwork by the organization (Ye et al., 2021). Thus, this has negatively impacted the DMV in various ways.
Research indicates that one of the negative impacts facing the organization due to delays is poor structural efficiency, which immensely contributes to the wastage of organization resources that has potentially lost the government a significant amount of capital (Kazancoglu & Ozkan-Ozen, 2019). This is because the organization’s monopolistic nature has been slow to innovate and structurally change its structure since it offers essential services to the consumer (Ye et al., 2021). On the other hand, the potential impact of poor service delivery has attuned consumers to seek the benefit of private organizations that offers a similar service. This has raised the need to establish private organizations to cover the demand of the existing market niche of providing good services and elevate consumer satisfaction. Thus, the government could potentially lose even more money due to service hindrance and poor lean transformation of the organization.
References
Kazancoglu, Y., & Ozkan-Ozen, Y. D. (2019). Lean in higher education: A proposed model for lean transformation in a business school with MCDM application.Quality Assurance in Education, 27(1), 82-102. Web.
Ye, W., Wang, C., Chen, F., Yan, S., & Li, L. (2021). Approaching autonomous driving with cautious optimism: Analyzing road traffic injuries involving autonomous vehicles based on field test data. Injury Prevention, 27(1), 42-47. Web.