Queueing system analysis of multi server model at XYZ insurance company in Tasikmalaya city

Abstract

Queueing theory or waiting line theory is a theory that deals with the queue process from the customer comes, queue to be served, served and left on service facilities. Queue occurs because of a mismatch between the numbers of customers that will be served with the available number of services, as an example at XYZ insurance company in Tasikmalaya. This research aims to determine the characteristics of the queue system which then to optimize the number of server in term of total cost. The result shows that the queue model can be represented by (M/M/4):(GD/∞/∞), where the arrivals are Poisson distributed while the service time is following exponential distribution. The probability of idle customer service is 2,39% of the working time, the average number of customer in the queue is 3 customers, the average number of customer in a system is 6 customers, the average time of a customer spent in the queue is 15,9979 minutes, the average time a customer spends in the system is 34,4141 minutes, and the average number of busy customer servicer is 3 server. The optimized number of customer service is 5 servers, and the operational cost has minimum cost at Rp 4.323.