Title: Adoption of quality management 4.0 to enhance the overall effectiveness of vehicle licence renewal services

Authors: Abbas Al-Refaie; Ahmad Jararweh

Addresses: Department of Industrial Engineering, University of Jordan, Amman, 11942, Jordan ' Department of Industrial Engineering, University of Jordan, Amman, 11942, Jordan

Abstract: This study aims to enhance the performance of the Vehicles License Renewal Department (VLRD) facilities by implementing quality management (QM) practices enabled by Industry 4 technologies. Initially, the As-Is simulation model of VLRD processes was built. The service line was assessed by the averages of the input number of vehicles, work in process, waiting time, cycle time, and the number of licensed vehicles. Results showed that the overall service effectiveness (OSE) was below the recommended minimum world-class. Hence, the To-Be simulation model was constructed utilising improvement alternatives, where the electronic Industry 4.0 combined with improvement QM practices led to a reduction in the average total time from 0.4314 h to 0.1989 h and increased the number of served vehicles from 266 to 296. The OSE of the service line increased from 73% to 90.7%. In conclusion, implementing quality management practices enabled by Industry 4.0 can significantly improve the OSE of the VLRD system.

Keywords: OSE; overall service effectiveness; improvement practices; Industry 4.0; VLRD; Vehicles License Renewal Department.

DOI: 10.1504/IJEG.2024.144645

International Journal of Electronic Governance, 2024 Vol.16 No.4, pp.406 - 427

Received: 15 Jun 2024
Accepted: 04 Dec 2024
Published online: 25 Feb 2025 *

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