NURINDAH, FARAH RIZKI (2021) PENGOPTIMALISASIAN LAYANAN TELLER DENGAN MODEL SERVER MULTIPEL PADA CABANG BCA (Studi Kasus pada Cabang BCA KCU Harapan Indah, Bekasi). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui Pengoptimalisasian Layanan Teller Dengan Model Server Multipel Pada Cabang BCA (Studi Kasus pada Cabang BCA KCU Harapan Indah, Bekasi). Model yang digunakan adalah model antrean server multipel (Multichannelsingle phase) dan cabang telah menerapkan pelayanan First Come First Served (FCFS) pada disiplin antrean. Observasi dilakukan selama 10 hari di cabang BCA KCU Harapan Indah dan dengan jumlah teller yang beroperasi (M) sebanyak 8 teller dengan standard pelayanan 3 menit/nasabah. Hasil penelitian menggunakan Windows QM 5 menunjukkan jumlah kedatangan rata-rata adalah 41 nasabah yang datang perjam, dengan rata-rata nasabah menghabiskan waktu dilayani dalam sistem (Ws) adalah 2,40126 atau 2 menit/nasabah. Tidak adanya pelanggan dalam sistem (P0) adalah 0,134 atau 13,4%. Jumlah rata-rata nasabah dalam sistem (Ls) adalah 1,99064 atau 2 nasabah/jam. Sedangkan waktu rata-rata nasabah menunggu dalam antrean (Wq) adalah 0,000396 atau 0 menit/nasabah dan jumlah yang menunggu dalam antrean (Lq) adalah 0,00114 atau 0 nasabah/jam. Berdasarkan hasil penelitian atau observasi sistem antrian selama 2 minggu di BCA KCU Harapan Indah secara keseluruhan dapat diasumsikan bahwa sistem yang digunakan sudah optimal dilakukan, karena waktu rata-rata yang dihabiskan oleh nasabah pada saat transaksi 2,5 menit atau dibawah standard pelayanan BCA yaitu 3 menit/nasabah. ABSTRACT This study aims to determine the Optimization of Teller Services With Multiple Server Models at BCA Branches (Case Study at BCA Branch KCU Harapan Indah, Bekasi). The model used is the multiple server queue model (Multichannel-single phase) and the branch has implemented First Come First Served (FCFS) service on queue discipline. Observations were made for 10 days at branch BCA KCU Harapan Indah and with the number of tellers operating (M) are 8 tellers with service standards 3 minutes/customer. The results of the study using Windows QM 5 showed the average number of arrivals was 41 customers which come hourly, with the average customer spending time being served in the system (Ws) is 2.40126 or 2 minutes/customer. Absence of customers in the system (P0) is 0.134 or 13.4%. Average number of customers in the system (Ls) is 1,99064 or 2 customers/hour. Meanwhile, the customer average time waiting in line (Wq) is 0.000396 or 0 minutes/customer and the amount of waiting in line (Lq) is 0.00114 or 0 customers/hour. Based on the results of research or observation of the queuing system for 2 weeks at BCA KCU Harapan Indah as a whole can be assumed that the system is optimal, because of the average time spent by customers when the transaction is 2.5 minutes or below BCA service standards which is 3 minutes/customer.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Mrs FARAH RIZKI NURINDAH | ||||||||
| Date Deposited: | 03 Dec 2021 03:18 | ||||||||
| Last Modified: | 03 Dec 2021 03:18 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6066 |
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