A study on the application of queuing model to evaluate the performance of counter service in employees provident fund department / Siti Balqis Mohd Hisham

The study of waiting lines, called queuing theory, is one of the oldest and most widely used quantitative analysis techniques. Waiting lines are an everyday occurrence, affecting people shopping for groceries, buying gasoline, making a bank deposit, or waiting on the telephone. This paper contains the analysis of queuing systems for the empirical data at Employees Provident Fund organization branches in Kota Bharu Kelantan. This data is from the counter service department. One of the expected gains from studying queuing system is to review the efficiency of the models in terms of utilization and waiting length. In other words, trying to estimate the waiting time and length of queues is the aim of this research paper. The other goals of studying this queuing system are more interested in obtaining estimated solutions for multichannel single phase system. This paper describes about queuing formulation for a multiple server as well as for single queue system. This study may include the variable like, arrival rate, service rate, average server utilization, average number in the queue, average number in the system, average time in the queue, average time in the system and the probability system is empty.