| dc.description.abstract | Abstract - The postal service is an essential service
organization that provides a quality service leading
to customer satisfaction. However, long queues
were observed at a post office in the Kurunegala
district. Since it affects the service quality, this
study aims to suggest an improved configuration
for the selected post office by analyzing its queuing
performance. This study collected 300 data from
two counters in the post office during three hours
from 10.00 am on two consecutive weekdays. The
system was modelled using the Rockwell ARENA 16
software. The queues for the observed registered
post and speed post counters were named queue 01
and queue 02, respectively. The existing system
resulted in 19.03 and 18.43 minutes of waiting time
in queues 01 and 02. The number waiting in queues
01 and 02 were 25 and 24. The percentage of
customers served by the system was 58.23 percent.
Since the existing system showed a low
performance rate, the study recommended
doubling the staff at the counters. Therefore, three
models were suggested as models 01, 02, and 03.
The suggestions were to double the resources at
counter 1, double the resources at counter 2, and
double the resources at both counters. Compared to
models 01 and 02, model 03 shows less waiting
time and number waiting. Therefore, the study
recommends model 03 as the best-fitted model. It
reduced waiting times to 3.52 and 1.27 minutes,
and the numbers waiting to 6 and 2 in queues 01
and 02. Moreover, the proposed system could
increase its performance by 33.72 percent. | en_US |
