Professional Documents
Culture Documents
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
¾ Lifetime licenses
¾ E-mails
¾ Phone calls
¾ Customers at POS
Pick Mail
Ms. Shirley
Open mail to
process
Ms. Shirley
Open mail to
process
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
End
Open mail to
process
Ms. Shirley
Batch the
applications
Deliver to license
department
Pick applications
to process
Required data
No
Yes present?
Doubts
Yes No
clarified?
Make copies of
titles
End
Mail Arrived
Mail Room No Wait for mail
and sorted?
Ms. Shirley
No
Deliver to license
department
Pick applications
to process
No
No
End
License
Department
Mail Arrived
Mail Room No Wait for mail
and sorted?
Ms. Shirley
No
Deliver to license
department
Pick applications
to process
No
No
End
License
Department
People Mail
Fatigue
Longer time
keying to process
Ac c urac y
Methods Software
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
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).
Ms. Shirley
Curtis Boswell
Two New Temp Staff
Brinda Harris Added:
Joyce Jerrolds
Marcus – Sorting and
Marilyn Johnson
answering phones
Reanetta Hinton
Adria Parks
Sue Powers
Jason Thompson
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
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
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
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
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
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