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.
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