Implementation of Queueing Models in Optimizing BPJS Murni Teguh Registration Service

Abstract

Queueing is a common daily phenomenon, as happened in the registration counter of BPJS Centre Murni Teguh Memorial Hospital. The queue is quiet long, especially at 07.00 – 12.00 WIB. In service operations, the queue length will affect the level of customer satisfaction. Therefore, a long queue should be kept at certain level so that customers do not wait too long. This can be achieved by applying queueing model. The purpose of this research is to apply queueing models to determine the optimal number of counters for the registration counter of BPJS Centre Murni Teguh Memorial Hospital. Data was collected in the registration counter of BPJS for 11 days which is conducted at 07.00 – 12.00 WIB for the first 6 days and 12.00 – 17.00 WIB for the next 5 days. The data includes patient arrival time, the time when the service begins and finishes, and the counter’s number which the patients are served. Based on the number of patients arriving each day, the data of the first 5 days will be used in this research. From the data sufficiency test, it can be concluded that the data for this research is enough. Goodness of fit test shows that patient arrivals are Poisson distributed and the patient service times are exponentially distributed and hence the queueing system in the registration counter can be modelled by Poisson queueing model. Application of (M/M/c):(GD/∞/∞) model shows that the optimal number of counters in the registration counter of BPJS Centre Murni Teguh Memorial Hospital in June and July 2022 at 07.00 –
12.00 WIB is 4 counters in Monday dan Tuesday, and 3 counters in Wednessday, Thursday, and Friday.