Nelly Naomi Sihombing, Faridawaty Marpaung

Optimasi Sistem Antrian Pelayanan Teller di BRI Unit Sumbul Kabupaten Dairi

Introduction

Optimasi sistem antrian pelayanan teller di bri unit sumbul kabupaten dairi. Optimalkan antrian teller BRI Unit Sumbul Dairi pakai teori antrian. Tingkatkan efisiensi layanan bank, pangkas waktu tunggu pelanggan hingga 4.134 menit dengan penambahan teller.

Abstract

This study aims to optimize the teller service queue system in a unit of Bank Rakyat Indonesia. By queuing theory, the queuing characteristic will be used as a calculated ratio. The observation results show that the queuing model that applied in the bank was (P/E_n/2) :(FCFS/8/8). To optimize the queue system it is necessary to change the model to (P/E_n/3) :(FCFS/8/8). Based on the calculation of waiting costs and facility costs, the optimal average service level is 31 customers/hour. So the addition of 1 teller facility would maximize the teller service and reduce 4,134 minutes of customer waiting time. [OPTIMIZATION OF THE TELLER SERVICE QUEUE SYSTEM AT BRI SUMBUL UNIT IN DISTRICT DAIRI](J. Sains Indon., 42(2): 38-43, 2018)Keywords:Queue System, Teller Service, Bank Rakyat Indonesia

Review

This paper, titled "Optimasi Sistem Antrian Pelayanan Teller di BRI Unit Sumbul Kabupaten Dairi," presents a practical application of queuing theory to optimize the teller service system within a specific branch of Bank Rakyat Indonesia. The study's primary objective is highly relevant, addressing a common operational challenge in service industries: managing customer queues efficiently to enhance service delivery and customer satisfaction. By employing a quantitative approach, the research aims to provide actionable insights for improving the bank's service operations. The abstract effectively highlights the methodology and key findings. It identifies the current queuing model as (P/E_n/2) :(FCFS/8/8) and, through the application of queuing theory and cost analysis, proposes an optimized model of (P/E_n/3) :(FCFS/8/8). This suggests a transition from a two-teller to a three-teller system. A significant strength of this work lies in its clear, quantifiable results: the addition of one teller facility is projected to maximize teller service and substantially reduce customer waiting time by 4,134 minutes, achieving an optimal average service level of 31 customers per hour. This concrete recommendation, derived from calculations of waiting and facility costs, underscores the direct practical utility of the study. Overall, the paper provides a valuable case study demonstrating how queuing theory can be effectively applied to real-world operational problems. While the abstract focuses on a specific unit, the methodology and general approach could potentially be adapted for similar optimization challenges in other bank branches or service organizations. Future work might consider discussing the broader implications of such optimization on customer retention and overall branch profitability, or explore the integration of technological solutions alongside personnel adjustments to further enhance service efficiency. The study clearly offers a robust, data-driven solution to a critical operational bottleneck.

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