vi
TABLE OF CONTENT
Declaration i
Approval ii
Abstract iii
Abstrak iv
Acknowledgement v
Table of Content vi
List of Figures x
List of Table xi
List of Abbreviations, Symbols, Nomenclatures xii
CHAPTER 1.INTRODUCTION 1
1.1 Background 1
1.2 Simulation 2
1.3 Polyclinic Community Ayer Keroh 3
1.4 Problem Statement 4
1.5 Objectives 4
1.6 Scope 4
1.7 Organization of Report 5
CHAPTER 2 LITERATURE REWIEW 7
2.1 Introduction 7
2.2 History of Queuing Theory 9
2.3 Queue Problem 10
2.3.1 Reneging 10
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2.3.2 Variable Arrival Rate 11
2.3.3 Blocking 12
2.3.4 System Design 13
2.3.5 Bottleneck 13
2.4 Characteristic of Queuing System 13
2.5 Queuing Notation 16
2.6 Steady State Behavior of Infinite-Population Markovian Model 17
2.6.1 Single-Server Queues with Poison Arrivals unlimited Capacity 18
2.6.2 Multi Server Queue 19
2.7 Simulation 20
2.7.1 The Power of Simulation 21
2.7.2 System 22
2.7.3 Model 23
2.7.4 Development of Simulation Software 25
2.8 Publication Queuing System in Service Industry 27
CHAPTER 3 METHODOLOGY 30
3.1 Introduction 30
3.2 Methodology Overview 32
3.2.1 Design Survey 32
3.2.2 Analysis of Distribution 32
3.2.3 Model Conceptualization 35
3.2.4 Model Translation 37
3.2.5 Verification and Validation 38
3.3 Results and Discussion 39
3.4 Conclusion and Recommendation of Future Work 39
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CHAPTER 4: DATA COLLECTION AND MODEL DEVELOPMENT 40
4.1 Data Collection 40
4.1.1 Data Collection from Design Survey 40
4.1.2
Patient Arrival Time, Service Time Begin and End
42 4.2 Analysis of Distribution
43 4.2.1 Selecting Distribution Family
45 4.2.2 Morning Session
46 4.2.3 Afternoon Session
48
4.3 Model Conceptualization 49
4.3.1 Experiments Factors and Responses 49
4.3.2 Model Scope 50
4.3.3 Model Level of Detail 51
4.3.4 Assumption 51
4.3.5 Simplification 51
4.4 Model Translation
51 4.4.1 Queue Model Queuing Theory
51 4.4.1 Morning Session
52 4.4.2 Afternoon Session
52 4.4.2 Simulation model
53 4.5
Verification and Validation 55
4.5.1 Verification 55
4.5.2 Validation 56
CHAPTER 5: REULTS AND DISCUSSION 60
5.1 Results
60 5.1.1 Results of the collected data
61 5.1.2 Results of the Queuing Model
61
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5.1.3 Results of the Simulated Model 62
5.2 Discussion
62 5.2.1 Discussion on the Collected Data
62 5.2.2 Discussion on the Queue Model
63 5.2.3 Discussion on the Simulation Model
63 5.2.4 Discussion of the Patient Satisfactory Level
63 5.2.5 Ways of Improvement in Polyclinic Performance
64
CHAPTER 6: CONCLUSION AND RECOMMENDATION 65
