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All Journal JURNAL PASTI (PENELITIAN DAN APLIKASI SISTEM DAN TEKNIK INDUSTRI) Indonesian Journal of Industrial Engineering & Management
Nugraha, Nur Fakhri
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Control & Systems Engineering Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering Transportation

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Queuing System Simulation to Optimize Waiting Time using the Quality Function Deployment Approach at KFC Pontianak Mudzakkir, Fajar; Nugraha, Nur Fakhri; Taufik, Taufik
IJIEM - Indonesian Journal of Industrial Engineering and Management Vol 5, No 1: February 2024
Publisher : Program Pascasarjana Magister Teknik Industri Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/ijiem.v5i1.24951

Abstract

The aim of this research is to find the best scenario to optimize the queuing system so that it can reduce waiting time during customer service at KFC Pontianak. Queue systems are prevalent in public services. The research employs Quality Function Deployment (QFD) and Discrete Event Simulation (DES) methodologies. Alternatives generated are simulated using ARENA Simulation. 70 respondents participated in the KFC Pontianak customer questionnaire, comprising 48.6% females and 51.4% males aged between 18-45 years. The results of the questionnaire showed that 51.4% of respondents were dissatisfied with the speed of service at KFC Pontianak. Customer needs identified through QFD include service speed, order accuracy, ease of use, customer satisfaction, queue comfort, food quality, and payment integration. Analysis reveals three queue system scenarios, two of which propose improvements. The second scenario involves 2 cashiers and 2 self-service cashiers. Self-service allows customers to order by scanning a QR code integrated with the service provider's application. Arrival type employs an exponential distribution with an average of 61 seconds, unlimited max arrival, and first creation with a value of 0. In self-service, there is a value difference of 1 and a standard deviation of 0.2. Simulation results indicate that 51 customers choose cashier 1, 41 choose cashier 2, 39 opt for self-service cashier 1, and 53 prefer self-service cashier 2. The total successfully served customers are 94, with a success rate of 51%. In the third scenario involved 4 self-service cashiers only, the values of 1 and standard deviation of 0.2. The total number of successfully served customers is 173, with a success rate of 80%. In conclusion, this research offers valuable insights for optimizing KFC Pontianak's queue system, addressing customer dissatisfaction with service speed. The proposed scenarios, especially those involving self-service options, demonstrate potential improvements in customer satisfaction and operational efficiency.
Optimasi Pelayanan Kasir: Simulasi ARENA dan Quality Function Deployment untuk Meningkatkan Efisiensi di Kafe Hagami Tangerang Mudzakkir, Fajar; Nugraha, Nur Fakhri; Taufik, Taufik
Jurnal PASTI (Penelitian dan Aplikasi Sistem dan Teknik Industri) Vol 18, No 1 (2024): Jurnal PASTI
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/pasti.2024.v18i1.006

Abstract

Penelitian ini bertujuan mengoptimalisasi layanan kasir di Kafe Hagami Tangerang dengan memberikan rekomendasi terhadap sistem antrian pada saat peak time. Metode penelitian menggabungkan Quality Function Deployment (QFD) dan Discrete Event Simulation (DES), yang akan diimplementasikan melalui perangkat lunak simulasi ARENA. Hasil awal dari kuesioner dengan 100 responden, 56% perempuan dan 44% laki-laki, usia 18-45 tahun, menunjukkan 53% responden tidak puas dengan kecepatan layanan di kafe tersebut. Customer needs yang diidentifikasi melalui QFD menyoroti Pelayanan Cepat dan Opsi Pemesanan & Pembayaran Digital sebagai prioritas utama dengan masing masing bobot sebesar 19%. Hasil analisis dengan software ARENA selama peak time pada jam 18.00-21.00 menunjukkan bahwa Skenario 3, yang melibatkan penggunaan barcode pada setiap meja, berhasil melayani 85 pelanggan dengan tingkat keberhasilan 50%. Rekomendasi ini diharapkan dapat meningkatkan efisiensi layanan kasir di Kafe Hagami Tangerang pada jam sibuk.
Co-Authors Mudzakkir, Fajar Taufik Taufik