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
Mississippi Department of Wildlife, Fisheries, and Parks 2
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
Mississippi Department of Wildlife, Fisheries, and Parks 4
(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
Mississippi Department of Wildlife, Fisheries, and Parks 5
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
Mississippi Department of Wildlife, Fisheries, and Parks 7
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
Open mail to process
Check amount correct?
Mark the fields to update and batch
Yes
Attach appropriate form and mention
the defect
No
Deliver to license department
Pick applications to process
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
Place in send back bin
Mississippi Department of Wildlife, Fisheries, and Parks 8
Flowcharts: Boat TitlesMail Room
Pick Mail
Open mail to process
Batch the applications
Deliver to license department
Pick applications to process
Required data present?
Key in the data
Call them to verify
Yes No
Place in send back bin
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
Mississippi Department of Wildlife, Fisheries, and Parks 9
Flowcharts: Sportsman Renewals & Lifetime Licenses
Mississippi Department of Wildlife, Fisheries, and Parks 10
Value Stream Maps: Boat Registration & Renewals
Mail Room
Pick Mail
Open mail to process
Check amount correct?
Batch the renewal cards
Attach appropriate form and mention
the defect
No
Deliver to license department
Pick applications to process
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
Place in send back bin
Update required?
No
Mark fields to updateYes
No
Yes
Mississippi Department of Wildlife, Fisheries, and Parks 11
Value Stream Maps: Boat Registration & Renewals
Mail Room
Pick Mail
Open mail to process
Check amount correct?
Batch the renewal cards
Attach appropriate form and mention
the defect
No
Deliver to license department
Pick applications to process
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
Place in send back bin
Update required?
No
Mark fields to updateYes
No
Yes
Mississippi Department of Wildlife, Fisheries, and Parks 15
Root Cause Analysis
Methods
People
Software
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
Mississippi Department of Wildlife, Fisheries, and Parks 16
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
Mississippi Department of Wildlife, Fisheries, and Parks 17
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).
Mississippi Department of Wildlife, Fisheries, and Parks 18
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
Mississippi Department of Wildlife, Fisheries, and Parks 22
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
Mississippi Department of Wildlife, Fisheries, and Parks 23
Sportsman renewals
01000200030004000500060007000
JanuaryFebruary
March April May
June JulyAugust
September
October
November
December
year 2004year 2005from simulation
Simulation Model : Verification and Validation
Mississippi Department of Wildlife, Fisheries, and Parks 24
Simulation Model : Verification and Validation
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
Mississippi Department of Wildlife, Fisheries, and Parks 25
Simulation Model : Verification and Validation
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
Mississippi Department of Wildlife, Fisheries, and Parks 26
Simulation Model : Verification and Validation
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
Mississippi Department of Wildlife, Fisheries, and Parks 27
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
Mississippi Department of Wildlife, Fisheries, and Parks 28
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