Mississippi Department of Wildlife,

Fisheries, and Parks: Boat Registration

and Sportsman’s Licensing Processes
Project Staff:
Chandrashekar K. N, Industrial Engineering
Prasad Vemuri, Industrial Engineering
Larry Dalton, Director of Six Sigma
Joe Adams, John C. Stennis Institute of Government

Mississippi Department of Wildlife, Fisheries, and Parks 1

Overview

Problem:
The Mississippi Department of Wildlife, Fisheries,
and Parks (MDWFP) faced an eight-week lag in
processing boat registrations
Methodologies:
„ Six Sigma Approach
„ Simulation Modeling

Mississippi Department of Wildlife, Fisheries, and Parks 2

Mississippi Department of Wildlife, Fisheries, and Parks 3
 D-M-A-I-C
(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” Process

Source: Larry Dalton, Six Sigma Director

Mississippi Department of Wildlife, Fisheries, and Parks 4

Key Processes
Processes modeled in the system:
¾ Sportsman license renewals

¾ Exempt licenses (new and renewal)

¾ Lifetime licenses

¾ Cross-bow licenses (new and renewal)

¾ Boat registration and titling (new and renewal)

¾ E-mails

¾ Phone calls

¾ Customers at POS

Mississippi Department of Wildlife, Fisheries, and Parks 5

Central Problem: Dual Peaks

Mississippi Department of Wildlife, Fisheries, and Parks 6

Flowcharts: Boat Registration & Renewal
Mail Room Flowchart
Mail Room Flowchart Boat Renewals
Boat Registration
Pick Mail

Pick Mail

Ms. Shirley
Open mail to
process
Ms. Shirley
Open mail to
process

Yes Check amount No

correct?
Required
Yes documents No
present?
Update
No
required?
Batch according to Attach appropriate Yes Attach appropriate
kind of processing form and mention form and mention
required the defect (s) the defect

Mark the fields to Batch the renewal

Deliver to license update and batch cards
department

Place in send back

bin

Deliver to license
department
Pick applications
to process

Pick applications
License Department to process
Required data License Department
Yes No
present?

Update
No Yes
Mark defect (s) required
Key in the data

Update and key in

Key in the data the data

Place in send back

bin
End

End

Mississippi Department of Wildlife, Fisheries, and Parks 7

Flowcharts: Boat Titles
Mail Room Flowchart
Boat Titles
Pick Mail

Open mail to
process

Ms. Shirley

Batch the
applications

Deliver to license
department

Pick applications
to process

Required data
No
Yes present?

Call them to verify

Key in the data

Doubts
Yes No
clarified?

Key in the data Place in send back

License Department bin

Wait for titles and

labels to be printed

Make copies of
titles

Place the titles in

the envelope and
seal it

End

Mississippi Department of Wildlife, Fisheries, and Parks 8

Flowcharts: Sportsman Renewals &
Lifetime Licenses

Mississippi Department of Wildlife, Fisheries, and Parks 9

Value Stream Maps: Boat Registration & Renewals

Value-Added Non-Value-Added Value Stream Map

Boat Renewals

Mail Arrived
Mail Room No Wait for mail
and sorted?
Ms. Shirley

Pick Mail Yes

Open mail to Check amount

No
process correct?

Update Mark fields to

Yes Attach appropriate
required? update
form and mention
the defect

No

Batch the renewal

Yes Place in send back
cards
bin

Deliver to license
department

Pick applications
to process

Update Customer Attend to customer

Yes Update Yes
required? interruption? (call)

No

No

Internet server Wait for server to

Yes
down? be up

Key in the data No

End

License
Department

Mississippi Department of Wildlife, Fisheries, and Parks 10

Value Stream Maps: Boat Registration & Renewals

Value-Added Non-Value-Added Value Stream Map

Boat Renewals

Mail Arrived
Mail Room No Wait for mail
and sorted?
Ms. Shirley

Pick Mail Yes

Open mail to Check amount

No
process correct?

Update Mark fields to

Yes Attach appropriate
required? update
form and mention
the defect

No

Batch the renewal

Yes Place in send back
cards
bin

Deliver to license
department

Pick applications
to process

Update Customer Attend to customer

Yes Update Yes
required? interruption? (call)

No

No

Internet server Wait for server to

Yes
down? be up

Key in the data No

End

License
Department

Mississippi Department of Wildlife, Fisheries, and Parks 11

Value Stream Maps: Boat Titles

Mississippi Department of Wildlife, Fisheries, and Parks 12

Value Stream Maps: Sportsman’s Renewal

Mississippi Department of Wildlife, Fisheries, and Parks 13

Value Stream Maps: Lifetime Licenses

Mississippi Department of Wildlife, Fisheries, and Parks 14

Root Cause Analysis
CAUSE AND EFFECT DIAGRAM :: Longer Processing Time

People Mail

Level of Inc omplete data

Expertise
Inc orrec t Data
Training

Fatigue

Longer time
keying to process
Ac c urac y

Keying speed Changes to software

slow
lost Connec tion to
Time at POS Internet
database
Answer phone Session Expired

Methods Software

Mississippi Department of Wildlife, Fisheries, and Parks 15

Pareto Chart: Defects
Pareto Chart of Type

50 100

40 80

Percent
30 60
Count

20 40

10 20

0 0
Type nt x nf ls r
al
e
ur
e no ta ln
o
ai no he
ou s a t g s l f m e t DL Ot
am of ig
n tr
e
al
e hu ro td
ill s a s a a
ng b bo ye bo
ro
w
Count 14 8 8 6 6 3 2 1 1 2
Percent 27.5 15.7 15.7 11.8 11.8 5.9 3.9 2.0 2.0 3.9
Cum % 27.5 43.1 58.8 70.6 82.4 88.2 92.2 94.1 96.1 100.0

Mississippi Department of Wildlife, Fisheries, and Parks 16

Simulation Model: Initial Assumptions

„ Key Assumptions:
‰ Every Staff Member is available 12 months.
‰ All Staff Members are working 8 hours a day
‰ No lunch breaks or other breaks
‰ Only applications processing, answering phone,
and serving the customers at POS is modeled
‰ Other processes are not modeled (additions to be
made to the model).

Mississippi Department of Wildlife, Fisheries, and Parks 17

Simulated Staff Model:
„ Administration Staff Members depicted in the system
‰ LaSedrick

‰ Ms. Shirley

‰ Curtis Boswell
Two New Temp Staff
‰ Brinda Harris Added:
‰ Joyce Jerrolds
Marcus – Sorting and
‰ Marilyn Johnson
answering phones
‰ Reanetta Hinton

‰ Rhonda Ellis Jamar – Sorting, batching

‰ Cynthia Ford
bank deposits
‰ Kay Sanders

‰ Adria Parks

‰ Sue Powers

‰ Jason Thompson

Mississippi Department of Wildlife, Fisheries, and Parks 18

Mississippi Department of Wildlife, Fisheries, and Parks 19
Running a Simulation

Mississippi Department of Wildlife, Fisheries, and Parks 20

Mississippi Department of Wildlife, Fisheries, and Parks 21
Simulation Model : Verification and Validation

Boat registrations
N u m b e r o f a p p lic a t io n s

4000
3500
3000 year 2004
2500
2000 year 2005
1500
1000 Simulation
500
0
y
ri l

ly
ne
rch

Ma

st
a ry

er
Ju
ary

Ap

er
Ju

gu

e
e
to b
Ma

mb
mb
nu

mb
bru

Au

Oc
Ja

ve
p te

ce
Fe

No

De
Se
Month

Mississippi Department of Wildlife, Fisheries, and Parks 22

Simulation Model : Verification and Validation

Sportsman renewals

7000
6000
5000
4000
3000
2000
1000
0
year 2004
ly
y

ne
ril
rch

st
a ry

er
a ry

Ma

Ju

er

er
er
Ap

gu
Ju

year 2005

tob

mb
nu

Ma

mb
mb
b ru

Au
Ja

Oc

ve

ce
pt e
Fe

No
from simulation

De
Se

Mississippi Department of Wildlife, Fisheries, and Parks 23

Simulation Model : Verification and Validation

E-mails

250
Nu mb er o f emails

200
150 year 2005
100 simulation
50
0
ay

ly
ne
r il
ch

st
y

r
er

r
r
ry

be

be
ar

be
Ju
Ap

gu
M
ar

ob
Ju
ua
nu

m
em
M

Au

ct
br

ve

ce
Ja

O
pt
Fe

No

De
Se
Month

Mississippi Department of Wildlife, Fisheries, and Parks 24

Simulation Model : Verification and Validation

Phone calls

5000
num ber of calls

4000
3000 From simualtion
2000 Year 2005
1000
0

ce r
ne

ly
y

ril
ry

ay
ch

st

er

r
r

be
ar

be
be
Ju
Ap
ua

gu

b
Ju
M
ar
nu

m
to

m
em
Au
br

ve
Oc
Ja

Fe

pt

No

De
Se

month

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 25

Simulation Model : Verification and Validation

Customer POS
num ber of custom ers

1400
1200
1000
800 From Simulation
600 Year 2005
400
200
0

ce r
Au y
ne
Fe a ry

ril
ay
M y
ch

ve r

r
O c er

De be
S e gus

No be
l

be
r

Ju
Ap
ua

Ju
M
ar

b
nu

m
to

m
em
br
Ja

pt

Month

Mississippi Department of Wildlife, Fisheries, and Parks 26

Staff Member Utilization:
Resources

80
70 Sorting1
60 Resource 1
Utilization

50 Resource 2
40 Resource 3
30 Resource 4
20
Resource 5
10
0 Resource 6
Sorting 2
y

ly
ne

t
ry

ch

ay

er

r
ril

r
s

be
ar

be
be
Ju

gu
ua

Resource 7
Ap

ob
M
ar

Ju
nu

m
m

m
Au
br

ct

e
e
Ja

e
Fe

ov
pt

ec
Resource 8
Se

D
Resource 9
Month

Mississippi Department of Wildlife, Fisheries, and Parks 27

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

Mississippi Department of Wildlife, Fisheries, and Parks 28

Mississippi Department of Wildlife, Fisheries, and Parks 29
 The End
Mississippi Department of Wildlife, Fisheries, and Parks 30