Scope Organization of Report

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1.4 Problem Statement

In recent year the demand for health care services all over the world has risen. This phenomenon occurred due to ageing population has increase, this kind of situation is expected continue into the future. This phenomenon also happened in Malacca area. Meanwhile, the number of resources such as nurse, doctor, dentist, bed, space and etc is very limited to be fulfilled the need of current market. Therefore, this situation increase server workload so that bottleneck situation might occur. There is a need to analyse the level of service in polyclinic so as to find mechanisms by which improvements in service efficiency and cost effectiveness, without reducing patient care. This is suit with government’s effort to upgrade the healthcare industry in encouraging us to do research and development RD.

1.5 Objectives

1. To identify the customer service level at Polyclinic Community Ayer Keroh. 2. Model and simulate the Queues System in Polyclinic Community Ayer Keroh. 3. Propose improvement of queue system based on the ideal time of patient willing to experience in waiting for service provided in Polyclinic Community Ayer Keroh.

1.6 Scope

Since the service provided in the polyclinic is very wide. In this study will explore the outpatient department. Each of the department is provided with the waiting area and space for the patient. The study will concern the patient who desired to get the consultancy service in the outpatient department OPD. A set of interviews to the patients in determining the customer services level at polyclinic will be done in this research. Moreover, the ideal time for the patient wait in the system will be determined. 5

1.7 Organization of Report

Basically this report consists of 5 chapters which included Introduction, Literature Review, Methodology, Results and Discussion, Last chapter is Conclusion which adds on with suggestion or recommendation for future study. The summary of each chapter contents is briefed as below:  Chapter 1: Introduction This Chapter briefly explained about the background of the study, background information of the hospital in concern, problem statement of the study, objective of this project, scope which is covered in this report and the structure of organization report.  Chapter 2: Literature Review All the theory applied in this research will be covered in this chapter. Such as Queuing theory and Simulation theory will be discuss further in this chapter. Moreover, the journal or article of current application of Queuing Theory and Simulation Theory in service industry will be discussed in this chapter as well.  Chapter 3: Methodology This Chapter is concerned about the methods and techniques which will be carried out in this project for the process of conducting the study. The methods and technique used are explained in this chapter.  Chapter 4: Model Development and Data Collection In this chapter, the conceptual model will be developed. Assumptions regarding in this simulation project also presented in this chapter. The steps to develop queuing model via calculation and simulation model via WITHNESS software are shown in this chapter. Moreover, the Fitness-Test for the data collected will be illustrated in this chapter via manual calculation and MiniTab software. 6  Chapter 5: Results and Discussion All the quantitative and qualitative findings of the study in this project are recorded in this chapter. The data from results parts, finding obtained from the results are evaluated in this part. Discussion also includes the performances of the current and proposed improved model.  Chapter 6: Conclusion and Recommendation This chapter is final part of the report. Summarizes of important findings of the study will be stated in this section. Recommendations for future work in this area are also included in this chapter. 7 CHAPTER 2 LITERATURE REVIEW

2.1 Introduction