Mississippi Department of Wildlife, Fisheries, and Parks: Boat Registration and Sportsman’s...

Mississippi Department of Wildlife, Fisheries, and Parks 1

Mississippi Department of Wildlife, Fisheries, and Parks: Boat Registration and Sportsman’s Licensing Processes

Project Staff:Chandrashekar K. N, Industrial EngineeringPrasad Vemuri, Industrial EngineeringLarry Dalton, Director of Six SigmaJoe Adams, John C. Stennis Institute of Government


Overview

Problem:The Mississippi Department of Wildlife, Fisheries, and Parks (MDWFP) faced an eight-week lag in processing boat registrations

Methodologies:Six Sigma ApproachSimulation Modeling


(the traditional Six Sigma strategic methodology)

D efine - Project Goals & Boundaries

M easure - Process Variation & Problems

A nalyze - Problems for Root Cause(s)

I mprove - The “As Is” Process

C ontrol - The “Improved” ProcessSource: Larry Dalton, Six Sigma Director

D-M-A-I-C


Key ProcessesProcesses modeled in the system:

Sportsman license renewalsExempt licenses (new and renewal)

Lifetime licensesCross-bow licenses (new and renewal)

Boat registration and titling (new and renewal)

E-mailsPhone callsCustomers at POS


Central Problem: Dual Peaks


Flowcharts: Boat Registration & RenewalMail Room

Pick Mail

Open mail to process

Required documents present?

Batch according to kind of processing

required

Yes

Attach appropriate form and mention

the defect (s)

No

Deliver to license department

Pick applications to process

Required data present?

Key in the data Mark defect (s)

Yes No

Place in send back bin

End

Ms. Shirley

License Department

Flowchart Boat Registration

Mail Room

Pick Mail


Check amount correct?

Mark the fields to update and batch

Yes


the defect

No



Update required

Key in the dataUpdate and key in

the data

No Yes

End

Ms. Shirley

License Department

Flowchart Boat Renewals

Update required?

Yes

Batch the renewal cards

No



Flowcharts: Boat TitlesMail Room

Pick Mail


Batch the applications



Required data present?

Key in the data

Call them to verify

Yes No


End

Ms. Shirley

License Department

Flowchart Boat Titles

Doubts clarified? No

Key in the data

Yes

Wait for titles and labels to be printed

Make copies of titles

Place the titles in the envelope and

seal it


Flowcharts: Sportsman Renewals & Lifetime Licenses


Value Stream Maps: Boat Registration & Renewals

Mail Room

Pick Mail





the defect

No



Update required?

Key in the data

Update

End

Value Stream Map Boat Renewals

Mail Arrived and sorted?

Yes

Wait for mailNo

Yes

License Department

Ms. Shirley

Value-Added Non-Value-Added

Internet server down?

Wait for server to be upYes

No

Customer interruption?

Attend to customer (call)Yes

No


Update required?

No

Mark fields to updateYes

No

Yes


Value Stream Maps: Boat Titles


Value Stream Maps: Sportsman’s Renewal


Value Stream Maps: Lifetime Licenses


Root Cause Analysis

Methods

People

Software

Mail

Longer timeto process

Level ofExpertise

Training

Incomplete data

Incorrect Data

keyingAccuracy

Keying speed slowInternet

lost Connection todatabase

Changes to software

CAUSE AND EFFECT DIAGRAM :: Longer Processing Time

Fatigue

Time at POS

Answer phone Session Expired


Pareto Chart: DefectsCo

unt

Perc

ent

Type

Count 1 2Percent 27.5 15.7 15.7 11.8 11.8 5.9 3.9

142.0 2.0 3.9

Cum % 27.5 43.1 58.8 70.6 82.4 88.2

8

92.2 94.1 96.1 100.0

8 6 6 3 2 1

Othe

rDL

no

boat

detai

ls

year

of mnf

hull n

o

sales

tax

boat

reg n

o

signa

ture

bill o

f sale

wrong a

mount

50

40

30

20

10

0

100

80

60

40

20

0

Pareto Chart of Type


Simulation Model: Initial Assumptions

Key Assumptions:Every Staff Member is available 12 months.All Staff Members are working 8 hours a dayNo lunch breaks or other breaksOnly applications processing, answering phone, and serving the customers at POS is modeledOther processes are not modeled (additions to be made to the model).


Simulated Staff Model:Administration Staff Members depicted in the system

LaSedrickMs. ShirleyCurtis BoswellBrinda HarrisJoyce JerroldsMarilyn JohnsonReanetta HintonRhonda EllisCynthia FordKay SandersAdria ParksSue PowersJason Thompson

Two New Temp Staff Added:

Marcus – Sorting and answering phones

Jamar – Sorting, batching bank deposits


Running a Simulation


Boat registrations

0500

1000150020002500300035004000

Janua ryFebruary

M arch Apri l M ayJune July

AugustSep tem be

October

NovembeDecember

Month

Num

ber o

f app

licat

ions

year 2004year 2005Simulation

Simulation Model : Verification and Validation


Sportsman renewals

01000200030004000500060007000

JanuaryFebruary

March April May

June JulyAugust

September

October

November

December

year 2004year 2005from simulation




E-mails

050

100150200250

Janua

ryFeb

ruaryMarch April May

June

July

AugustSeptember

Octobe

rNove

mberDece

mber

Month

Num

ber o

f em

ails

year 2005simulation



Phone calls

010002000300040005000

Janu

aryFeb

ruary

March

April

MayJu

ne July

Augus

tSep

tembe

rOcto

ber

Novembe

rDecem

ber

month

num

ber o

f cal

ls

From simualtionYear 2005

NOTE:

Data was available for only the months of October, November and December. The area enclosed in the box is also an estimate



Customer POS

0200400600800

100012001400

Janu

aryFeb

ruary

March

April

MayJu

ne July

Augus

tSep

tembe

rOcto

ber

Novembe

rDecem

ber

Month

num

ber o

f cus

tom

ers

From SimulationYear 2005


Staff Member Utilization:Resources

01020304050607080

Janu

aryFeb

ruary

March

April

MayJu

ne July

Augus

tSep

tembe

rOcto

ber

Novem

ber

Decem

ber

Month

Util

izat

ion

Sorting1Resource 1Resource 2Resource 3Resource 4Resource 5Resource 6Sorting 2Resource 7Resource 8Resource 9


Staff Members Required:

30% 40% 50% 60% 70%13 10 8 7 6

Table : Number of people required based on the percentage utilization/Staff Member


The End

Mississippi Department of Wildlife, Fisheries, and Parks: Boat Registration and Sportsman’s...

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