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tools and technology for systems study and improvement. Simulation is an animation of the system study by imitating actual system characteristic that exhibit event which
takes place over time.
Application of simulation is very vast. Simulation is being used to study systems in the design stage, before such systems are built. Simulation modeling consist two
main usage which act as an analysis tool for predicting the effect of changes to existing systems and as a design tool to predict the performance of new systems
under varying sets of circumstances. In some Instances, a model can be developed which is simple enough to be “tackle” by mathematical methods or other mathematic
techniques. The solution usually consist one or more numerical parameters which are called measures of performance of the system. It is because of Simulation is capable
predict the performance accurately so it is being widely applied in manufacturing industries, wafer fabrication, construction engineering project management,
business processing, military, logistics, hospital or health system, transportation distribution, and etc.
1.3 Polyclinic Community Ayer Keroh
This project will study about polyclinic service at Malacca. There are two policlinics community services in Malacca which are policlinic community Peringgit and
polyclinic community Ayer Keroh. The area of the study is at polyclinic community Ayer Keroh, Melaka. Polyclinic community Ayer Keroh was launch on 8
th
of July 2003 by the Chief Ministry of Malacca, YB Datuk Wira Mohd Ali bin Mohd Rustam.
The Director of the polyclinic is Dr Hj. Jamal bin Ali Johari. This policlinic is supervision by Dr Ismail Saleh who is health officer of Daerah Melaka Tengah Bukit
Baru. Currently, the patient numbers at polyclinic has increased. The ratio of the patient to the doctor is typically high. Each of the doctors needs to serve approximate
50 patients each day. It decreases the efficiency of the service which causes patient wait too long for getting service.
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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
