Modelling and measuring performance of queuing system in POS Malaysia Seremban / Adibah Mohamed Padil, Farihah Aisyah Ahamad Rusly and Wan Muhammad Faiqal Wan Mohamad Annuar

Postal services have an essential role to people all around the world. Pos Malaysia Berhad is the nation's postal service provider and has a large network all over the country. The management is concerned with the queuing problem in one of its post office, namely Pos Malaysia Seremban. Therefore, this study attempt to simulate the queuing system of the post office, in order to determine the current performances of the system and propose an improved method for problems identified in the system. This is a cross-sectional study in which Visual Interactive Tool simulation software Arena, version 15.1 was used. The input for simulation was collected from Pos Malaysia Seremban through an interview session with post office's officer and eight hours observation on customers' movement at the post office. The result shows that insurance and summons service counter is the bottleneck for the whole system since the average and maximum waiting time for the service is longer than other counters. Besides that, it is also recorded as the highest counter's utilization rate. An attempt to open additional similar service counter at a certain time only which is within 10.00 a.m. to 11.00 a.m., 1.00 p.m. to 3.00 p.m. and 4.00 p.m. to 5.00 p.m. could decrease the waiting time by 66.49%. Increasing the number of servers (counter) in the post office during specific time help to solve the queuing problem. It is recommended as an improvement method in this queuing system.