Time waste reduction by simulation in service industry

Hamdan, Norhafizah (2017) Time waste reduction by simulation in service industry. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

	Text (24 Pages) Time Waste Reduction By Simulation In Service Industry - Norhafizah Hamdan - 24 pages.pdf - Submitted Version Download (750kB)
	Text (Full Text) Time waste reduction by simulation in service industry.pdf - Submitted Version Restricted to Repository staff only Download (2MB)

Abstract

Service industry is the public sector that always related to the main issues of long waiting time at the service counter. This issues may bring the citizen to have bad perception towards service in public sector. This study was conducted at Road Transport Department Malaysia (RTD) located in Bukit Katil, Melaka. The objective of this study is to reduce long waiting time at RTD service counter. Then, improvement is proposed for RTD system and layout. This study was done by using a quantitative and qualitative method and the data information was collected from primary sources. Firstly, observation, interview and time study were done at the service counter. Then, the current process at RTD counter is analysed. This study focuses on counter that deals with transaction of driving license. Based on finding, the peak day with the highest number of customers were Monday and Friday while the peak times start at 9 a.m. and 2 p.m. The crowded also contributed from the agent that take more than one hour to settle down all transaction. The RTD has implemented mySIKAP system and the e-government service through RTD portal to reduce long waiting time problem at RTD. However, most people are not aware of these systems. Thus, the best action to introduce this system to people is by doing the campaign to selected RTD branch in Malaysia. This campaign aim to acknowledge the customer about the existence of the mySIKAP system that can help the customer to access their transaction through the online tool. The others method that proposed was doing RTD Queue Online System that will manage the queue number booking system. This system enable the customer to book their queue number from their home and they are notified their duration of waiting time before get the service. The customer can be present at the counter just in time before their number get called. The counter for agent has been provided and the agent process will be differentiate with the other customers. The simulation method has been done and the result shows the improvement of 74.5% at counter 2 and 80.4% at counter 4. Simulation method proved that add a counter for agent will reduce the long waiting time at RTD.

Actions (login required)

View Item