UNIVERSITI TEKNOLOGI MARA TECHNICAL REPORT
MEASURING SERVICE PERFORMANCES: AN IMPROVISE OF MIMIS QUEUING THEORY MODEL USING SIMULATION
WITH ARENA
P24S18
UMI NOORSALIHAH BINTI MOHD NORUBI FARAH NATASHA BINTI ROSLAN
NUR AIMI IZZATI BINTI RANI
Bachelor of Science (Hons.) (Mathematics) Faculty of Computer and Mathematical Sciences
DECEMBER 2018
TABLE OF CONTENTS
TABLE OF CONTENTS ... ii
LIST OF TABLES ... iv
LIST OF FIGURES ... v
ABSTRACT ... vi
CHAPTER 1: INTRODUCTION ... 1
1.1 Introduction ... 1
1.2 Problem Statement ... 4
1.4 Significant of Project ... 5
1.5 Scope of Project ... 6
1.6 Definition of Terms and Concept. ... 7
CHAPTER TWO: BACKGROUND THEORY AND LITERATURE REVIEW ... 9
2.1 Background Theory ... 9
2.1.1 Queuing Theory Method ... 9
2.1.2 Simulation ... 11
2.1.3 ARENA Software ... 12
2.2 Literature Review ... 13
2.2.1 Application of queuing theory at bank sector ... 13
2.2.2 Queuing Theory for optimized service to several industries ... 14
2.2.4 Evaluation of production line performance using ARENA ... 15
2.2.5 Analysis M/M/1 queuing model with Simulation ... 16
2.2.6 Solving problem using Simulation with ARENA ... 16
CHAPTER 3: METHODOLOGY ... 17
3 .1 Characteristics Queuing System ... 17
3.1.1 The Arrival Pattern ... 17
3.1.2 The Service Mechanism ... 17
3.1.3 The Queue Discipline ... 18
3.1.4 The Number of Customers allowed in the System ... 18
3.1.5 The Number of Service Channels ... 18
3.2 Methodology ... 19
3.3 Flow Chart Computing Performance Measures of Queuing Theory Method and Simulation ... 24
II
3.3.1 Multiple Queuing Models with Poisson Arrivals and Exponential Service ... 25
Time ... 25
3.3.2 Simulation with ARENA software ... 27
3.3.3 Validation of ARENA Software ... 35
CHAPTER 4: IMPLEMENTATION ... 37
4.1 Calculation for Queuing Theory Model - M/M/2 Theorem ... 37
4.1.1 Order and Payment Counter. ... 38
4.1.2 Pick Up Order ... 40
4.2 Analyzing Simulation Data ... 42
4.3 Verify ARENA Result using Hypothesis Testing ... 44
CHAPTER 5: RESULT AND DISCUSSION ... 48
5.1 M/M/2 Queuing Theory Model. ... 48
5.2 ARENA SIMAN Report ... 50
5.3 Comparison for M/M/2 Queuing Theory model and Simulation with ARENA Report 51 CHAPTER 6: CONCLUSION AND RECOMMENDATIONS ... 53
6.1 Conclusion ... 53
6.1 Recom1nendation ... 54
REFERENCES ... 55
APPENDIX ... 57
Data for Texas Chicken ... 57
ARENA SIMAN Report ... 59
Animation of Texas Chicken ... 64
111
ABSTRACT
Mathematical study of queuing time and waiting lines is part of queuing system. It is widely considered as branch of operation research because the results are usually used for making business decisions in providing a good service. Queuing system is an analyzing for mathematical method in providing a quantitative basis for a better decision making. This study is about how to measure a service perfonnance at fast food restaurant in improvise an M/M/S queuing theory model using a simulation with ARENA. This research is based on actual observed data of customers by collecting it manually at Texas Chicken Gerbang Seremban, Negeri Sembilan. The objectives of this case are to apply Queing theory model by using multichannel queuing model, M/M/S and to determine the utilization rate and average waiting time a customer spent in queue.
Apart for that, to build and verify result using simulation with ARENA software. The result shows that there is a queue in Texas Chicken's system based on observation. The result obtained in this research paper will be obliging for fast food manager to make the right decision on how to increase their performance at the fast food restaurant and also customer's satisfactory.
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