Analisis sistem antrean dan strategi perbaikan selama pandemi Covid-19: pendekatan simulasi di KPP Pratama Kebon Jeruk Satu

Abstract

Background: This study analyzes queueing systems during the Covid-19 pandemic using a simulation approach. The objective of this research is to examine the characteristics of the queueing system, calculate waiting times in queues, identify factors contributing to waiting times, and simulate alternative improvement strategies at KPP Pratama Kebon Jeruk Satu. Method: : This research employs both qualitative and quantitative methods based on interview data, observations, and secondary data collection. Observational data gathered over 3 working days during the pandemic were processed using Arena software. The root causes of queueing delays were identified using a fishbone diagram.Result: rocessing results indicate four alternative improvement strategies to reduce waiting times at the consultation counters. Through Arena software simulation, the highest reduction in waiting time was achieved with the productivity & quality category improvement strategy at 50%, followed by personnel at 45.7%, facilities at 40.7%, and process category at 24.9%. This study underscores the importance of utilizing simulation methods to optimize queueing efficiency and improve service delivery strategies amidst the challenges posed by the Covid-19 pandemic at KPP Pratama Kebon Jeruk Satu.