vii
TABLE OF CONTENTS
Declaration i
Approval ii
Abstract iii
Abstrak iv
Dedication v
Acknowledgements vi
Table of Contents vii
List of Figures xiii
List of Tables xiv
List of Abbreviations, Symbols, Specialized Nomenclature xvi
CHAPTER 1 INTRODUCTION
1.1 Introduction
1 1.2
Background of Problems 3
1.3 Statement of Problem
4 1.4
Objective 5
1.5 Scopes
5 1.6
Importance of Study 5
1.7 Organization of Report
5
CHAPTER 2 LITERATURE REVIEW
2.1 Queuing Theory
7 2.1.1 Evolution of Queuing Models
8 2.2
Queuing Models 10
2.2.1 Customer Arrivals 11
2.2.1.1 Inter-arrival and Service Time Distribution 12
2.2.2 Service System 13
viii 2.2.3 Types of Queuing Models
14 2.2.3.1 Single-Server, Single-Phase
14 2.2.3.2 Single-Server, Multi-Phase
14 2.2.3.3 Multi-Server, Single-Phase
15 2.2.3.4 Multi-Server, Multi-Phase
15 2.2.4 Performance of Measures
16 2.2.5 Queuing Behaviour and Queue Discipline
17 2.2.6 Assumptions Made for Queuing Models
17 2.2.6.1 Single-Server Queuing Model
17 2.2.6.2 Multi-Server Queuing Model
18 2.3
Queuing Notation 18
2.4 Performance of Measures in Queuing System
19 2.4.1 Conservation Equation
19 2.4.2 Server Utilization
20 2.5
Steady-State Behavior of Infinite Population Markovian Models 21
2.5.1 Single-Server Queue: MG1 21
2.5.2 Single-Server Queue: MM1 22
2.5.3 Multi-Server Queue: MMc ∞∞
23 2.5.4 When the Number of Servers is Infinite MG
∞∞ 24
2.6 Introduction to Simulation
25 2.6.1 Advantages of Simulation
26 2.6.2 Disadvantages of Simulation
27 2.6.3 Computer Simulation
27 2.6.4 Simulation in Service Industries
28 2.7
Current Development of Queuing and Simulation 28
2.8 Summary of Literature Review
34
CHAPTER 3 METHODOLOGY
3.1 Introduction
35 3.2
Planning Phase 36
3.2.1 Problem Identification, Define Objectives and Scope of 36
ix Study
3.3 Data Collection
36 3.3.1 Design of Survey
36 3.3.1.1 Inter-arrival Time
39 3.3.1.2 Service Time
40 3.3.1.3 Customer Satisfaction
40 3.3.1.4 Number of Servers and Layout of Post Office
40 3.4
Analyzing Phase 41
3.4.1 Analysis of Customer Satisfaction 41
3.4.2 Apply Mathematical Model Concept for Queuing Model 41
3.4.3 Conduct Simulation Study 41
3.4.3.1 Problem Formulation and Setting the Objectives 42
3.4.3.2 Model Conceptualization 43
3.4.3.3 Model Translation 43
3.4.3.4 Verification 43
3.4.3.5 Validation 44
3.4.3.6 Experimentation 44
3.4.3.7 Documentation 44
CHAPTER 4 MODEL DEVELOPMENT
