v
Abstrak
i
Abstract
ii
Dedication
iii
Acknowledgement
iv
Table of content
v
List of tables
ix
List of figures
x
List of abbreviations, symbols, specialized nomenclature
xiii
CHAPTER 1: INTRODUCTION 1
1.1 Background
1 1.2
Problem statement 2
1.3 Objectives
3 1.4
Scope 4
1.5 Target users
4 1.6
Project significance 4
1.7 Expected output
5 1.8
Report summary 1.8.1 Introduction
1.8.2 Literature review 1.8.3 Methodology
1.8.4 Result and discussion 1.8.5 Conclusion and recommendation
6 7
7 7
7 7
CHAPTER 2: LITERATURE REVIEW 9
2.1 Appointment scheduling
2.1.1 Why appointment scheduling important 9
10
TABLE OF CONTENT
vi
2.1.2 Scheduling disciplines 10
2.2 Health care industry
2.2.1 Polyclinic community 2.2.2 Maternal and children health department
11 11
12
2.3 Modelling and simulation
2.3.1 Purpose of modelling and simulation 2.3.2 When modelling and simulation be used
2.3.3 Develop simulation models 2.3.4 Types of simulation models
2.3.4.1 Discrete-event simulation modelling 2.3.4.2 Continuous simulation modelling
2.3.5 Advantages and disadvantages of simulation 2.3.5.1 Advantages
2.3.5.2 Disadvantages 14
14 15
15 17
17 17
18 18
18
2.4 Software simulation
2.4.1 WITNESS simulation software 19
19
2.5 Problem definition
2.5.1 No-shows 2.5.2 Punctuality
2.5.3 Duration of consulting 19
19 20
20
2.5 The review about appointment scheduling
21 2.6
Method solve appointment scheduling 23
2.7 Summary
24 2.8
Parameter 25
CHAPTER 3: METHODOLOGY 26
3.1 Process flow conducting project
3.1.1 Information research 3.1.2 Conceptualization
3.1.3 Methodology design 3.1.4 Implementation of project
3.1.5 Documentation 27
28 28
28 29
29
3.2 Methodology to achieve an objective
30
vii
3.2.1 Questionnaire 3.2.1.1 Main modes questionnaire administration
3.2.1.2 Analysis of questionnaire
3.2.2 Model translation 3.2.3 Verification
3.2.4 Validation 3.2.5 Experimentation
3.2.6 Documentation 31
31 31
32 32
32 33
33
CHAPTER 4: RESULT AND DISCUSSION 34
4.1 Questionnaire result analysis
4.1.1 Category services: Question 1 4.1.2 Zone area: Question 2
4.1.3 Level satisfaction of customer: Question 3 4.1.4 Availability time for an appointment: Question 4
4.1.5 Current duration waiting time: Question 5 4.1.6 Maximum time willing to spend for the whole services:
Question 6 4.1.7 Current whole service time: Question 7
4.1.8 Reason chooses this polyclinic: Question 8 4.1.9 Main problem in this polyclinic: Question 9
4.1.10 Suggestion improve services: Question 10 34
35 36
37 38
39 40
41 42
43 44
4.2 Process flow available in maternal and children department
45 4.3
Process flow for antenatal and neonatal 46
4.4 Data collection
47 4.5
Model translation 4.5.1 Input data
4.5.1.1 Cycle time 4.5.1.2 Command
4.5.1.3 Output
4.5.2 Command for each service area 48
50 51
52 54
56
4.6 Verification and validation
4.6.1 Verification 58
58
viii
4.6.2 Validation 4.6.2.1 Distribution of data
4.6.2.2 Validation of result 58
58 60
4.7 Alternative for improvement
4.7.1 Alternatives 4.7.2 Command change
61 61
62
4.8 Result on simulation
4.8.1 Graph of output 4.8.2 Alternative chosen
66 79
80
CHAPTER 5: CONCLUSION AND RECOMMENDATION 81
