TABLE OF CONTENTS

1.0BACKGROUND OF STUDY22.0INTRODUCTION OF PROJECT33.0OBJECTIVE34.0PROBLEM STATEMENT45.0METHODOLOGY56.0FLOWCHART77.0DATA COLLECTION88.0DATA ANALYSIS179.0CONCLUSION AND SUGGESTION18

1.0 BACKGROUND OF STUDY

Simulation refers to various method and applications to mimic the behaviour of real world system by using computational approach with appropriate software such as Arena. Simulation is applied in many fields such as industries, business and others. It also provides an introduction to the concepts, methodologies and applicants of simulation business. Usually, spreadsheet is used to illustrate simulation model and computational issues.

Arena is developed by Systems Modelling and acquired by Rockwell Automation in 2000 and is a discrete event simulation software simulation and automation software. SIMAN processor and simulation language is used in the Arena. In Arena, the user builds an experiment model by placing modules (boxes of different shapes) that represent processes or logic. A connector line is used to join these modules together and specifies the flow of the entities.

Arena is an easy-to-use, powerful modelling and simulation software tool that allows the user to construct a simulation model and run experiment on the model. The software generates several reports as a result of a simulation run. The objective of Arena is to provide a comprehensive treatment of simulation concepts in general and the Arena simulation software in particular.

TM Point provides a few transactions that provide specific services for their customers such as Auto-Payment Machine (APM), information and service counter. The customers that use the service are called the entity. The entities represent any person, object or thing whether real or imaginary that move through the system and will causes changes in the status of the system. In TM Point, the process that continuously happen are the customers arrive, taking the queue number, waiting for number to be called, and get in the service. Customers also go to information counter and also go to APM. There are ten service counters, an information counter and two APM. It is to serve the customers based on their type of business. After the customers finished their business, they will leave the premise. 2.0 INTRODUCTION OF PROJECT

This project required us to develop arena model based on real world situation. In order to fulfil this project, we decided to choose TM Point Seremban as our observation to develop a simulation model. For weekdays, TM point starts their operation at 9 in the morning daily and will be opening until 5 in the evening. For Saturday, it will open half-day that is from 9 a.m. to 1 p.m. Our observation for data collection purposes in TM Point is four-hour long started from 10 a.m. until 2 p.m. in a day for this project. Each counter has their own task. Counter 1 until counter 6 is a customer service counter, counter 7 and counter 8 is a termination counter and counter 9 and counter 10 is a payment counter such as bill payment. Besides counters, they also have Auto-pay Machine (APM) located outside of the premise. This machine is for those who not prefer to pay in the counter of people who busy and want to pay their bills outside business hour. The data that had been collected are time arrival of the customers, waiting time before the customer get to be served and time services from the customer get serve until they leave.

3.0 OBJECTIVE

There are three objectives that need to be achieving in this project: to calculate the number of customer that will be served at TM POINT Seremban by using ARENA software. to identify the queuing problem that have occur in the service. to determine the average of waiting time, and average of service time.

4.0 PROBLEM STATEMENT

TM POINT Seremban is the one that provide bill payment, statement request service and termination. From the observation, the queuing systems are very inefficient. Customers who want to get the service will have to wait long before they can be served. There are some of customers that do not want to wait until their numbers are called and leave, while the customers who are waiting for their turn felt that too long and it shown the inconvenient of TM POINT Seremban. Since TM POINT Seremban offers many types of services such as payment, instalment, terminated and services, it is an important for them to maintain a good perspective from the customers in order to gain customer trust. Since, it is not good when customers wont give their trust to their intuition that serve in daily life like TM POINT. That is why in order to avoid unfortunate to happen TM POINT Seremban should take precaution about the matter seriously.

5.0 METHODOLOGY

STEP 1Firstly, conceptual model of TM POINT system under study is developed to well define the system all about. TM POINT Seremban is chosen because of customer queuing is really long. From the observation the organization have more than one services and since, there are so many customer, the problem is created when customer want to make many type of service. Whenever its required the customer to queue up and there are waiting times from it, we need to solve this problem. In order to solve this problem, the simulation process is used to identify how much time does customers have to take to finish their business. For the important input variable service counter, customer arrive, service time and waiting time are used. The question here is how long customer take to finish their business.

STEP 2Secondly, the simulation model based on the data that are collected is built. The data included number of customer arrive, number of customer waiting to be served, number of counter which is available and the duration of service time.

STEP 3:Next, the model verifying and validating are important to achieve in this simulation process.

STEP 4:Then, the result that produced by the model is analysed either the system is whether good or bad

STEP 5: Last but not least, whenever the problems arrive from the result of the simulation an improvement is created.

6.0 FLOWCHART

Entrance

ExitWaiting AreaReceptionAPMCounters

7.0 DATA COLLECTION

In developing the ARENA model, the data to explain the process of the system have been collected. The data is collected at TM POINT Seremban from the beginning of open hour business until the next four hours to make an observation to see the real system on how the customers are being served at there. The arrival time of customers, the waiting time of each customers plus the duration of service received in order to stimulate a precise and accurate real-world system. After all the relevant data are recorded, we arrange all the data uniformly in Microsoft Excel for to help in processing each data.

COUNTER

Arrival TimeToWaiting AreaCounterService Time (minute)

CounterWaiting AreaStartEndCounterStartEnd

10.06yes10.0610.09410.0910.2617

10.07yes10.0810.15510.1510.25

10.07yes10.110.2510.210.266

10.08yes10.1410.25510.2610.3610

10.12yes110.1210.153

10.14yes10.1410.24710.2410.4117

10.22yes10.2510.27810.2710.4215

10.25yes10.2610.31210.3110.4514

10.27yes110.2710.292

10.29yes110.2910.31

10.3yes10.3810.42810.4210.497

10.3yes110.310.311

10.31yes110.3110.332

10.31yes10.3410.35510.3510.45

10.31yes10.3510.36510.410.477

10.34yes110.3410.428

10.41yes10.4110.42710.4210.475

10.42yes110.4210.442

10.44yes110.4410.451

10.45yes110.4510.461

10.46yes610.4610.482

10.47yes10.4910.5510.510.566

10.47yes110.4710.525

10.48yes10.510.51410.51119

10.51yes10.5110.52810.5210.575

10.52yes110.5210.575

10.57yes110.5711.014

11yes21111.1414

11yes111.0111.021

11.02yes11.0211.06411.0611.1812

11.04yes711.0911.145

11yes1111.13211.1311.2310

11.08yes811.1511.4934

11.11yes11.2311.28511.2811.313

11.14yes111.1411.2612

11.15yes11.1511.181011.1811.3517

11.15yes711.1611.248

11.16yes111.2611.271

11.16yes11.1711.24611.2411.4117

11.17yes11.1811.31511.3111.354

11.18yes411.1811.2810

11.2yes11.211.25211.2511.3712

11.2yes11.311.34511.3411.384

11.24yes111.2711.281

11.3yes111.311.311

11.33yes111.3311.385

11.37yes11.3711.38211.3811.479

11.38yes111.3811.42

11.4yes111.411.411

11.4yes111.4111.421

11.42yes11.4511.46811.4712.0518

11.42yes111.4211.464

11.44yes111.4611.493

11.46yes11.4611.49411.4912.0213

11.48yes111.4911.51

11.48yes11.4811.49711.4911.545

11.48yes11.511.51611.5111.565

11.49yes111.511.511

11.5yes111.5111.521

11.53yes111.5412.028

11.55yes311.5512.016

11.55yes112.0212.053

11.57yes11.5711.58611.5812.068

12.01yes12.112.12812.1212.197

12.01yes12.0212.03412.0312.052

12.01yes112.0512.061

12.02yes12.0312.051012.0512.116

12.03yes112.0612.082

12.1yes112.112.122

12.12yes112.1312.152

12.13yes312.1412.173

12.15yes112.1512.161

12.15yes112.1612.193

12.18yes12.1812.19512.1912.245

12.19yes112.1912.212

12.19yes12.1912.2812.212.420

12.21yes12.2112.24612.24136

12.24yes512.2512.338

12.25yes112.2612.359

12.3yes12.312.32412.3212.342

12.32yes12.3612.37512.3712.447

12.33yes212.3312.47

12.34yes312.3512.4813

12.34yes412.3412.46

12.37yes112.3812.435

12.37yes12.4312.45812.4512.549

12.39yes12.412.41412.4112.498

12.42yes112.4412.473

12.51yes12.5112.52412.5212.586

12.52yes112.5312.552

12.54yes112.5512.561

12.54yes12.541511.022

12.59yes112.5911

12.59yes12.591.0541.051.083

1.02yes1.031.0841.081.12

1.08yes21.081.124

1.09yes11.091.112

1.12yes41.121.153

1.14yes1.141.1641.161.24

1.16yes11.161.182

1.17yes11.181.22

1.17yes1.171.241.21.255

1.21yes11.211.243

1.24yes1.241.2551.251.283

1.3yes11.31.322

1.3yes41.311.376

1.33yes1.331.3741.371.43

1.34yes11.341.384

1.38yes51.381.413

1.4yes11.41.433

1.42yes11.431.452

1.45yes41.451.55

1.45yes1.451.541.5210

1.47yes11.471.53

1.5yes31.51.544

1.52yes1.521.5431.542.017

1.53yes1.532422.022

1.54yes11.541.562

1.59yes1.592.0242.022.064

ATM

Arrival TimeAtmStartEndService Time

10.08110.0810.113

10.09210.0910.112.00

10.09110.1110.132

10.09110.1310.174

10.10210.1110.121

10.11210.1210.142

10.11110.1710.192

10.12210.1410.162

10.13110.1910.201

10.13210.1610.182

10.14110.210.222

10.16210.1810.180

10.17210.1810.191

10.17110.2210.231

10.18210.1910.201

10.19110.2310.241

10.19210.2010.222

10.20210.2210.231

10.22110.2410.240

10.22210.2310.230

10.27110.2710.292

10.28210.2810.302

10.30210.3010.311

10.31110.3110.321

10.31210.3110.332

10.33110.3310.352

10.34210.3410.351

10.35210.3510.383

10.36110.3610.360

10.39110.3910.401

10.41210.4110.432

10.41110.4110.421

10.41210.4310.441

10.41110.4210.431

10.41210.4410.451

10.42110.4310.452

10.43110.4510.472

10.45210.4510.472

10.45110.4710.492

10.46210.4710.503

10.49110.4910.501

10.49210.5010.511

10.49110.5010.511

10.49210.5110.521

10.50110.5110.521

10.50210.5210.542

10.53110.5310.541

10.53210.5410.551

10.55110.5510.561

10.57210.5710.592

10.58110.5810.591

11.00111.0011.011

11.00211.0011.011

11.03111.0311.052

11.03111.0511.061

11.05211.0511.083

11.06111.0611.071

11.06111.0711.103

11.08211.0811.091

11.08211.0911.101

11.09111.1011.122

11.10111.1211.131

11.13111.1311.163

11.14111.1611.171

11.17111.1711.192

11.19111.1911.223

11.19111.2211.242

11.20111.2411.251

11.21111.2511.272

11.22111.2711.314

11.28211.2811.291

11.30111.3111.343

11.30211.3111.321

11.31111.3411.351

11.31211.3211.331

11.32211.3311.352

11.33111.3511.372

11.34211.3511.361

11.37211.3711.403

11.37111.3711.392

11.39211.4011.411

11.39111.3911.423

11.40210.4111.509

11.41111.4211.442

11.44111.4411.462

11.45111.4611.493

11.46111.4911.523

11.48211.5011.533

11.48111.5211.542

11.48111.5411.551

11.49211.5311.541

11.51111.5511.572

11.52211.5411.562

11.53111.5711.581

11.53211.5611.571

11.54211.5711.581

11.56111.5811.591

11.56211.5812.002

11.57111.5912.012

11.58212.0012.011

11.58112.0112.032

12.00112.0112.032

12.01112.0312.085

12.02212.0312.041

12.04212.0412.051

12.04212.0512.083

12.05212.0812.091

12.08112.0812.113

12.11212.1112.132

12.11112.1112.154

12.11212.1312.141

12.13212.1412.151

12.13112.1512.161

12.13212.1512.172

12.14112.1612.193

12.14212.1712.181

12.15212.1812.213

12.16112.1912.201

12.16112.2012.233

12.19212.2112.254

12.19112.2312.252

12.21112.2512.261

12.23212.2512.272

12.23112.2612.282

12.24112.2812.302

12.26212.2712.292

12.27112.3012.311

12.27212.2912.312

12.28112.3112.332

12.31212.3112.332

12.31112.3312.352

12.32112.3512.383

12.32112.3812.402

12.33212.3312.341

12.34212.3412.373

12.36212.3712.381

12.37212.3812.391

12.40112.4012.411

12.40212.4012.422

12.40112.4112.421

12.41212.4212.464

12.46112.4312.441

12.43112.4412.451

12.44212.4612.471

12.44112.4512.483

12.45212.4712.481

12.47112.4812.502

12.50212.5012.522

12.51112.5112.543

12.52212.5212.542

12.52112.5412.551

12.53112.5512.561

12.53212.5412.551

12.58112.5812.591

1.0121.011.032

1.0221.031.041

1.0211.021.042

1.0321.041.062

1.0311.041.051

1.0411.051.072

1.0521.061.082

1.0511.071.081

1.0711.081.091

1.0921.091.112

1.1121.111.121

1.1111.111.132

1.1321.131.141

1.1411.141.162

1.1621.161.171

1.1611.161.171

1.1711.171.192

1.1921.191.21

1.2011.201.222

1.2121.211.221

1.2311.231.241

1.2321.231.252

1.2511.251.261

1.2621.261.282

1.2711.271.281

1.2711.281.291

1.2821.281.32

1.2811.291.334

1.2911.331.341

1.3021.301.322

1.3021.321.331

1.3111.341.351

1.3221.331.341

1.3211.351.361

1.3221.341.351

1.3311.361.371

1.3321.351.361

1.3421.361.371

1.3511.361.382

1.3521.371.381

1.3621.381.391

1.3611.381.391

1.3711.391.412

1.3821.391.41

1.3821.401.411

1.3911.411.421

1.4021.411.432

1.4011.421.431

1.4111.431.441

1.4221.431.441

1.4321.441.462

1.4311.441.451

1.4411.451.461

1.4521.461.482

1.4511.461.482

1.4611.481.491

1.4721.481.491

1.4821.491.51

1.5011.501.511

1.5221.521.531

1.5311.531.541

1.5511.551.561

1.5621.561.571

1.5711.571.592

1.5921.5921

2.0112.012.021

8.0 DATA ANALYSIS

9.0 CONCLUSION AND SUGGESTION

Currently TM POINT Seremban have 10 working counters to serve customers where counter 1 to counter 6 are customer service counters, counter 7 and counter 8 are termination counter and counter 9 and counter 10 are payment counter. However there is always breakdown counter during the business hours every day. The counter breakdown may cause the flow of the system get interrupted and become unsmooth. In order to avoid this problem, we would like to give recommendation to the operation manager of the TM Point. The manager should decrease the breakdown counter, especially during the peak hour where usually it is from 10a.m. to 11a.m. and 1p.m. to 2p.m. at this hour, the system should be working in full capacity.