Analysis Of The Queue System In The Teller Section At PT. BPD Aceh Medan Branch

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Optimizing Services: Queue System Analysis at PT. BPD Aceh Medan Branch

Introduction

PT. BPD Aceh Tbk, as a regional bank that is committed to serving customers, owners, and the wider community, often faces the long challenges of queues on busy days. This is mainly happening on Monday and Friday, where many customers choose to make transactions. The bank's primary goal is to provide excellent service to its customers, but the long queues can be a significant obstacle to achieving this goal. Therefore, it is essential to analyze the queue system implemented at PT. BPD Aceh Medan Branch to understand the performance of the queue, the pattern of customer arrival, and the speed of teller services.

Understanding the Pattern of Queue and Service

This study uses a queue model (M/M/S); (Fcfs/~/~), which assumes the arrival of customers participating in the Poisson distribution and service time follows the exponential distribution. This model also considers the existence of two parallel service channels (tellers) and the discipline of the "First Come First Served" (FCFS) service. The Poisson distribution is a discrete probability distribution that models the number of events occurring in a fixed interval of time or space, where these events occur with a known average rate and independently of the time since the last event. The exponential distribution, on the other hand, is a continuous probability distribution that models the time between events in a Poisson process, where the events occur independently and at a constant average rate.

The Chi-Square test shows that the distribution of customers' arrival follows the Poisson distribution, while the service time follows the exponential distribution. Thus, the queue model used in accordance with the conditions that occur in PT. BPD Aceh Medan Branch. This finding is crucial in understanding the behavior of the queue system and identifying potential areas for improvement.

Finding a Weak Point in the Queue System

Data analysis shows that Monday and Friday are busy days, with an average of 10 customers waiting for the queue. This indicates an imbalance of capacity, where the number of tellers is not comparable to the number of customers who come in a busy period. The queue length is a critical performance metric in queueing systems, as it directly affects the waiting time and service quality. In this case, the long queue length on busy days suggests that the current capacity of the tellers is insufficient to handle the demand.

Solution to Improve Service Quality

To overcome a long queue problem, this study recommends the addition of the number of tellers. By adding one teller, the calculation results show a decrease in the number of customers who are queuing, so as to improve the quality of service. This solution is based on the principle of increasing the capacity of the system to match the demand, which is a common approach in queueing theory. The addition of tellers will not only reduce the queue length but also improve the service quality by reducing the waiting time and increasing the throughput.

Speed Analysis of Service and Customer Arrival

This study also recorded the speed of the arrival of customers who distributed Poisson. The average arrival of customers per minute is:

  • Monday: 0.43 customers/minute
  • Tuesday: 0.43 customers/minute
  • Wednesday: 0.29 customers/minute
  • Thursday: 0.3 customers/minute
  • Friday: 0.48 customers/minute

Customer service time follows the exponential distribution with an average service speed (μ) of 0.32 minutes/customer. The service speed is a critical parameter in queueing systems, as it affects the waiting time and service quality. In this case, the average service speed is relatively low, which suggests that the tellers are taking longer to serve each customer.

Conclusion and Recommendations

Queue System Analysis at PT. BPD Aceh Medan Branch shows that the addition of the number of tellers on busy days can be an effective solution to improve service quality and reduce customer waiting time. PT. BPD Aceh Tbk can use the speed of arrival speed and customer services to schedule a more effective teller, so that it can anticipate a surge in queues and ensure more optimal services for customers. Additionally, the bank can consider implementing other strategies to improve service quality, such as:

  • Implementing a more efficient service process
  • Providing additional training to tellers to improve their service speed
  • Implementing a queuing system that allows customers to reserve a spot in line
  • Providing alternative channels for customers to access services, such as online banking or mobile banking.

By implementing these strategies, PT. BPD Aceh Tbk can improve the service quality and reduce customer waiting time, ultimately leading to increased customer satisfaction and loyalty.
Frequently Asked Questions: Queue System Analysis at PT. BPD Aceh Medan Branch

Introduction

In our previous article, we analyzed the queue system implemented at PT. BPD Aceh Medan Branch to understand the performance of the queue, the pattern of customer arrival, and the speed of teller services. We also provided recommendations to improve service quality and reduce customer waiting time. In this article, we will answer some frequently asked questions related to the queue system analysis.

Q: What is the main problem with the current queue system?

A: The main problem with the current queue system is the long queue length on busy days, which indicates an imbalance of capacity between the number of tellers and the number of customers who come in a busy period.

Q: Why is the queue length so long on busy days?

A: The queue length is long on busy days because the number of tellers is not sufficient to handle the demand. The average arrival of customers per minute is higher on busy days, and the service time is relatively long, which contributes to the long queue length.

Q: What is the recommended solution to improve service quality?

A: The recommended solution is to add more tellers to the system. By adding one teller, the calculation results show a decrease in the number of customers who are queuing, so as to improve the quality of service.

Q: How can PT. BPD Aceh Tbk use the speed of arrival speed and customer services to schedule a more effective teller?

A: PT. BPD Aceh Tbk can use the speed of arrival speed and customer services to schedule a more effective teller by analyzing the arrival rate and service time of customers. This will help the bank to anticipate a surge in queues and ensure more optimal services for customers.

Q: What are some other strategies that PT. BPD Aceh Tbk can consider to improve service quality?

A: Some other strategies that PT. BPD Aceh Tbk can consider to improve service quality include:

  • Implementing a more efficient service process
  • Providing additional training to tellers to improve their service speed
  • Implementing a queuing system that allows customers to reserve a spot in line
  • Providing alternative channels for customers to access services, such as online banking or mobile banking.

Q: How can PT. BPD Aceh Tbk measure the effectiveness of the recommended solutions?

A: PT. BPD Aceh Tbk can measure the effectiveness of the recommended solutions by tracking key performance indicators (KPIs) such as:

  • Queue length
  • Waiting time
  • Service time
  • Customer satisfaction
  • Customer loyalty

By tracking these KPIs, the bank can evaluate the impact of the recommended solutions and make adjustments as needed.

Q: What are the benefits of implementing the recommended solutions?

A: The benefits of implementing the recommended solutions include:

  • Improved service quality
  • Reduced customer waiting time
  • Increased customer satisfaction
  • Increased customer loyalty
  • Improved operational efficiency

By implementing the recommended solutions, PT. BPD Aceh Tbk can improve the overall customer experience and increase customer loyalty, ultimately leading to increased revenue and growth.