Penentuan Titik Optimal Pelayanan Publik

Abstract

The queue can see in anywhere, especially in public services. Goal of queue model is decreased two total cost, direct cost and in-direct cost. Direct cost  come out from facility services and in-direct cost to come out from waiting time. Simulation methods be needed before we running model for existing, because can be decrease of cost. Summary from this research is The Gunung Anyar is be obtained λ = 79,0 s/people, μ = 38.2 s /people, Lq=152 people and utilization 100%. The KUD Rungkut Branch is be obtained λ = 36 s/ people, and the from locket 1, μ1= 39.8 s/ people, Lq=324 people, and locket 2, μ2= 47 s/ people, Lq= 118 people, utilization 52%. And the last Branch is Barata Jaya is λ=29 s/people, from locket 1 , μ1 = 40.25 s/people, Lq=76 people; μ2 = 39 s/people, Lq =84 people; μ3 = 38 s/ people, Lq = 93 people, and utilization 63%. For KUD Rungkut Branch no more increment employee, but skills must be increase and the Barata Jaya Branch skills employee is not average so employee must have same skills with Weibull distribution. From the customer service the attribute must be attention from management is, Operator not friendly (-0.0466), Management can understand customer problem (-0.0434), Operator Attitude (-0.0431), Management reaction if customer complain the bill (-0.0345), and skills operator (-0.0281)