Service Operations Management, ARTO

by Aayushi shah, Anoop Khajuria, Shreya Killekar, Tithi Soladhara, Tulsi Lashkari

Instructors: Dr. Mercy Samuel, Dr. Gayatri Doctor, Prof. Paresh Vyas and Prof. Aneesh Chinubhai

31 March 2018

Introduction to Service Operations Management:

Service operations management is the organized, designed process to deliver a service, by using tools in identifying the existing loopholes, backlogs and inefficiencies in the system, and try to bring a value addition, to make the service better for its customers. It focuses on how organizations can deliver excellent service while achieving success. Current practice reveals a lack of widespread understanding of effective service management. This studio work has provided a platform for students to suggest improvements in different services by using service operations tools.

The Regional Transport Office (RTO) is an organization under the umbrella of the Indian Government. It is responsible for maintaining a database of drivers and a database of vehicles for various states of India.

The aim of the study:

The aim of this studio was to study the Licencing services at Assistant Regional Transport Office (ARTO) Gandhinagar with the lens of Service Operations & Management and propose measures to streamline these operations for more efficiency. The final proposal suggests changes in operations and software that make it possible to bypass middlemen for end users, hugely reduce the time taken to avail certain services and even avoid unnecessary visits to the centre for purposes like Registration of Vehicles, Licensing and others. Here, operational efficiency is achieved by Introduction of the single window system, Transparency payment from Online or Challan system, Digitization of existing data, No transfer of physical documents, Reduction in external participation for the application process, Coordination with other stakeholders India Post, Police, TCS, MEA.