A STUDY OF QUEUING TIME IN WAITING LINE OF SUPERMARKET AT CASHIER COUNTER BY USING SIMULATION

Transcription

1 A STUDY OF QUEUING TIME IN WAITING LINE OF SUPERMARKET AT CASHIER COUNTER BY USING SIMULATION NUR ATIRAH BINTI ABIT PC12029 ITM NUR ATIRAH ABIT BACHELOR OF INDUSTRIAL TECHNOLOGY MANAGEMENT WITH HONORS UNIVERSITI MALAYSIA PAHANG

2 II A STUDY OF QUEUING TIME IN WAITING LINE OF SUPERMARKET AT CASHIER COUNTER BY USING SIMULATION NUR ATIRAH BINTI ABIT BACHELOR OF INDUSTRIAL TECHNOLOGY MANAGEMENT WITH HONOR UNIVERSITI MALAYSIA PAHANG

3 A STUDY OF QUEUING TIME IN WAITING LINE OF SUPERMARKET AT CASHIER COUNTER BY USING SIMULATION NUR ATIRAH BINTI ABIT (PC12029) Thesis submitted in fulfillment of the requirement for the award of the degree in Bachelor of Industrial Technology Management with Honors Faculty of Industrial Management UNIVERSITI MALAYSIA PAHANG 2015

4 ii SUPERVISOR S DECLARATION I hereby declare that I have checked this thesis and in my opinion, this thesis is adequate in terms of scope and quality for the award of the degree of Bachelor of Industrial Technology Management with Honors. Signature: Name of Supervisor: Position: Date:

5 iii STUDENT S DECLARATION I hereby declare that the work in this thesis is my own except for quotation and summaries which have been duly acknowledged. The thesis has not been accepted for any degree and is not concurrently submitted for award of other degree. Signature: Name: ID Number: Date:

6 viii TABLE OF CONTENTS SUPERVISOR S DECLARATION STUDENT S DECLARATION DEDICATION ACKNOWLEDGEMENT ABSTRACT ABSTRAK TABLE OF CONTENTS LIST OF TABLE LIST OF FIGURES LIST OF SYMBOLS Page ii iii iv v vi vii viii xi xii xiii CHAPTER 1 INTRODUCTION 1.1 Background Problem Statement Objective of the study Methodology Significant of study Scope of study 6 CHAPTER 2 LITERATURE REVIEW 2.1 Introduction Problem background Methodology of modelling Advantages of simulation Research finding Waiting time problem Queuing problem Summary 14

7 ix CHAPTER 3 METHODOLOGY 3.1 Introduction Researching Design Description the Process at the Waiting Line Method of Data Collection Observation Historical data Interview Waiting Line Method Measurement of Waiting Line Model Single Server Waiting Line Model Multiple Server Waiting Line Model Calculation of waiting line cost Summary 24 CHAPTER 4 DATA COLLECTION AND ANALYSIS 4.1 Introduction Data Collection at Waiting Line Data Analysis at Waiting Line Development of Model Output of Arena Simulation Model Verification and Validation of Data Summary 34 CHAPTER 5 CONCLUSION AND RECOMMENDATION 5.1 Introduction Overview of the Research Problem Contribution of the Study Recommendation Suggestion 38

8 x REFERENCES 39 APPENDICES 41 A Data Collection on Weekend (Before Salary) 41 B Data Collection on Weekend (After Salary) 46

9 xi LIST OF TABLE Table No. Title Page Pattern of customer waited before get a salary Pattern of customer waited after get a salary Result of Waiting Line in busy day Result for new model of Waiting Line using ARENA 31

10 xii LIST OF FIGURES Figure No. Title Page 1.1 Waiting cost and service level trade-off Design of waiting line model Design Multi-stage, Single-queue, Single-server system Design Single-stage, Multiple-queue, Multiple-server system Design Single-stage, Single-queue, Multiple-server system Design Single-stage, Single-queue, and Single-team-server 4 System 2.3 Classification of models system Seven step approach of simulation by Averill M. Law Process flow of wait in line Constructed model of Waiting Line in counter service in 18 ARENA Example of spreadsheet and probability single-server Example of spreadsheet and probability multiple-server Constructed new model of Waiting Line in ARENA 30

11 xiii LIST OF SYMBOLS λ = mean arrival rate of customer μ = mean of service rate p = rate of utilization s = the number of server in system n = the number of customer L = average number of customer in the system L Q = average number of customer in the line W Q = average time customer wait in line P n = probability that n customer in the system given time P 0 = probability of no customer in system