Fed Up With the DMV? You’re Not Alone!

Fed Up With the DMV? You’re Not Alone!

Frustration with the DMV’s long wait times is nothing new. Yet, this Sacramento Bee article reveals extreme wait times at the DMV leading to the public’s exasperation and anger.


Video spotlightCalifornia DMV customers angry over rising wait times


Over the past year, wait times have increased by 60 percent and can reach 7 hours. An increase in demand combined with longer service times and insufficient capacity have created a situation that is unbearable enough to trigger lawmakers’ intervention.

 

This post is based on The Sacramento Bee article, Drivers Are Fed Up With the DMV. So Are California Lawmakers., by B. Anderson, July 30, 2018, and The Sacramento Bee video, California DMV customers angry over rising wait times, by B. Anderson, July 27, 2018. Image source: Ingram Publishing.

Discussion Questions:

1. What are the factors responsible for the unacceptable increase in wait times? Relate them to the characteristics of waiting lines.

Guidance: The factors include issue of new drivers’ licenses to comply with REAL ID Act (increased arrival rates); delays in hiring more workers (insufficient capacity, not enough servers); servers’ difficulty adapting to new system (longer service times); customers’ procrastination to renew registration (increased Continue reading

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Shop Around the Clock ‘Til Christmas

Shop Around the Clock ‘Til Christmas

January 1, 2018

Article Title: Kohl’s, Toys R Us to Stay Open Around The Clock until Christmas

Author of Article: Kelly Tyko

Date of article: December 21, 2017

Source URL: https://www.usatoday.com/story/money/nation-now/2017/12/21/kohls-toys-r-us-stay-open-around-clock-until-christmas/965081001/

This USA Today article describes how Kohl’s and Toy R Us will remain open 24 hours a day leading-up to Christmas.  This is the fifth year that Kohl’s has been open 24 hours a day ending at 6:00 pm on Christmas Eve.  Toys R Us will be open for 63 hours straight ending at 9:00 pm on Christmas Eve.  These stores are hoping to attract the last minute shopper and compete against online shopping by providing added convenience by offering longer shopping hours.

Discussion Questions
1. What operations management issues does staying open 24 hours a day present to Kohl’s and Toys R Us?

Guidance: One obvious issue is staffing the store.  This substantially increases the number of hours they’re open, and the number of customers in the store.  Overtime staffing for regular staff needs to be determined, plus the addition of temporary workers.  Another tactic could be to off-load some of the shopping to online, with in-store pickup.  Inventory Continue reading

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