<![CDATA[Queuing is an event that occurs every day, in various activities, in order to obtain a particular service. Queues can occur in activities that produce services or that produce goods. Long queues occur when the speed of service is slower than the speed of arrival of the customers, objects, or goods produced. Particularly in service operations, the length of the queue affects the level of customer satisfaction. This study aims to analyze which sessions require optimization of the queuing system at Toko Satu Sama. Therefore, the company must have the right strategy so that customers do not abandon it. The ability to read market situations and conditions as well as customer needs is required. Formulating the right strategy requires knowledge, one of which is operations management. Queuing science, often referred to as queuing theory, is an important part of operations and is also a highly valuable tool for operations managers. This study uses a descriptive research method involving a comprehensive and detailed description and provision of information about the situation studied, using real and practical facts. The research location is Toko Satu Sama, Jl. Landak Lama No. 17, Makassar City. The calculations were carried out using queuing formulas to determine when the store should carry out optimization given the congestion that occurs. The test results found that congestion occurs at 17.00-18.00 WITA, with 87 customers queuing. The calculation results show that many customers still experience payment queues at certain hours at Toko Satu Sama, so it is necessary to address this by adding the number of services during crucial hours that tend to experience queue congestion for transactions. Toko Satu Sama is expected to pay attention to the queue congestion that occurs so that queue build-up does not happen. Keywords: Queue; Multi Channel Single Phase; Optimization; Service]]>
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