Track: Simulation Competition

Abstract

Today the banking world is experiencing a very rapid development. Therefore, it needs a service system that is able to provide satisfactory service for customers. One of the problems that often occur in the service system at the bank is the occurrence of queues that cause customers to wait too long to get services. The queue that arises is due to the number of customers who will be served beyond the available service capacity. The purpose of this research is to improve the efficiency of services that occur in Bank XYZ by reducing  waiting time and work in progress on its service system. In this case, the researchers used  Software Arena Simulation with discrete event simulation whose output results describe the characteristics and behaviorsof the observedsystem. This study resulted in two senarioimprovements, namely adding one additional server and adding one operator in an existing server. As a result,  the waiting time  decreased to  13.2392 minutes and the work in progress  decrease  to  26.0288 for scenario one, and the decrease in waiting time  to  3.3675 minutes and the decrease in  work in progress  to  3.8696  for scenario two. Therefore, it is recommended for XYZ banks to add one operator in an existing server to speed up service times and reduce queue numbers.