2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad
| Format: | General Document |
|---|
| _version_ | 1860798191833710592 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2018-05-03 |
| format | General Document |
| id | 16361 |
| institution | UniSZA |
| originalfilename | THE IMPLEMENTATION OF QUEUING THEORY FOR THE.pdf |
| person | Rabiatul Nabila Binti Che Johar |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16361 |
| sourcemedia | Server storage Scanned document |
| spelling | 16361 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=16361 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 109 Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 3.0.18; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 2018-05-03 THE IMPLEMENTATION OF QUEUING THEORY FOR THE.pdf Rabiatul Nabila Binti Che Johar Implementation Of Queuing Theory The Optimization Of Service Counter Case Study Of Pos Malaysia Berhad Queuing theory Service optimization Postal service – Malaysia Customer service management Operations research 2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad Today, everything revolves around what is posted on the internet, as people rely on it to search for and obtain information. Therefore, when negative comments and feedback are posted online, businesses must respond as quickly as possible. Pos Malaysia Berhad has been receiving negative comments on social media and consumer platforms such as Aduan Rakyat and the Kementerian Komunikasi dan Multimedia Malaysia. One of the most frequent complaints is about the inefficiency of their service counters. This paper investigates these complaints by observing one of its busiest branches, located in Wangsa Maju. Based on the data gathered, the waiting time at this branch exceeds 10 minutes, which is the preferred waiting time for customers. In fact, on the busiest day of the week, the queue is so long that the waiting time for each customer reaches up to one hour. The data was analyzed using the QM for Windows application, and the research suggests that Pos Malaysia's Wangsa Maju branch should repurpose one of its 'Kaunter Poslaju' into a 'Kaunter Pelbagai' to reduce waiting time. Dissertations, Academic Thesis |
| spellingShingle | 2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad |
| state | Terengganu |
| subject | Queuing theory Service optimization Postal service – Malaysia Customer service management Operations research Dissertations, Academic |
| summary | Today, everything revolves around what is posted on the internet, as people rely on it to search for and obtain information. Therefore, when negative comments and feedback are posted online, businesses must respond as quickly as possible. Pos Malaysia Berhad has been receiving negative comments on social media and consumer platforms such as Aduan Rakyat and the Kementerian Komunikasi dan Multimedia Malaysia. One of the most frequent complaints is about the inefficiency of their service counters. This paper investigates these complaints by observing one of its busiest branches, located in Wangsa Maju. Based on the data gathered, the waiting time at this branch exceeds 10 minutes, which is the preferred waiting time for customers. In fact, on the busiest day of the week, the queue is so long that the waiting time for each customer reaches up to one hour. The data was analyzed using the QM for Windows application, and the research suggests that Pos Malaysia's Wangsa Maju branch should repurpose one of its 'Kaunter Poslaju' into a 'Kaunter Pelbagai' to reduce waiting time. |
| title | 2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad |
| title_full | 2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad |
| title_fullStr | 2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad |
| title_full_unstemmed | 2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad |
| title_short | 2018_The Implementation of Queuing Theory for The Optimization of Service Counter: Case Study of Pos Malaysia Berhad |
| title_sort | 2018_the implementation of queuing theory for the optimization of service counter: case study of pos malaysia berhad |