Study On The Efficiency Of Services Provided By Post Office Using Simulation Modelling

Loh , Yau Weng (2008) Study On The Efficiency Of Services Provided By Post Office Using Simulation Modelling. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

The objectives of the projects are to simulate the system of counter service in post office, measure the efficiency of the counter service, reduce the response time to the customers, and optimise the number of service counter. In order to accomplish this project, a case study was conducted at Ayer Keroh Post Office. The target was set at the four counters which manage the general tasks such as selling stamps and managing express post. This was a one-month case study which started at 22nd of November 2007 and ended at 22nd of December 2007. Data such as arrival time, service starting time, service ending time, give up departure time, queue length and number of counter were taken during the case study. The data taken from the Ayer Keroh Post Office had been analysed and grouped into five categories (Monday-Peak-Season, Monday-Normal- Season, Saturday, Peak-Season, and Normal-Season) and five models were built using ProModel software. Upon completion of models development, the models were verified and validated. The models were run to obtain the analysis data from the simulation. The efficiency of the counter service was evaluated by checking on the system utilisation of the counters. The system was improved by optimising the number of counter, based on the original percentage of system utilisation, through the shift table. The five models were run again and the analysis data showed that system was improved in term of system utilisation. However, the response time did not decline for every model. The response time for Monday-Peak-Season and Monday-Normal-Season decreased; while response time for Saturday, Peak-Season, and Normal-Season had slightly raised up.

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