Analisis Sistem Antrian pada Pelayanan Help Desk UPT TIK Institut Teknologi Sumatera Menggunakan Teori Antrian

  • Dwi Rianti Institut Teknologi Sumatera
  • Utriweni Mukhaiyar Program Studi Sains Aktuaria Institut Teknologi Sumatera, Lampung Selatan, 35365, Indonesia
  • Lutfi Mardianto Program Studi Matematika Institut Teknologi Sumatera, Lampung Selatan, 35365, Indonesia

Abstract

The analysis of the queuing system at the Help Desk service of the UPT TIK Institut Teknologi Sumatera includes the number of ticket arrivals, the average length of service time, and the number of service facilities (admin). The data for the number of Help Desk tickets are Poisson distributed and the service time is the Exponential distribution. The size of the steady-state in the service has a value of so that an analysis of the performance size of the queue system can be carried out. The data used in the study are Help Desk ticket data for the period November 2020-February 2021. The results obtained indicate that the queue model for the Help Desk service can be added to the server (admin). The addition of a server in the service can reduce the workload significantly. The queue model that can be applied is M/M/3:FCFS/∞/∞ by adding one server (admin), from the previous model, namely M/M/2:FCFS/∞/∞.

Downloads

Download data is not yet available.

References

[1] A. M. Putri,”Analisis Teori Antrian Multi-Channel dengan Distribusi Eksponensial”, Skripsi 2016.
[2] M. A. Mukhyi, Teori Antrian. Jakarta: Universitas Gunadarma, Tanpa Tahun. (http://mukhyi.staff.gunadarma.ac.id/Downloads/files/9276/Teori+Antrian.pdf, diakses pada 16 januari 2021)
[3] U. Shobihah, Analisis Sistem Antrian Pelayanan di Loket Pendaftaran Pasien BPJS dengan Model Antrian Multi Channel Single Phase”, Skripsi tahun 2020.
[4] I. Sholikhah, Analisis Sistem Antrian pada PIT service Sepeda Motor Menggunakan Teori Antrian, Skripsi tahun 2018.
[5] S. Nafarin, “Model Sistem Antrian dan Analisis Keterlambatan Pesawat”, Skripsi, UIN Maulana Malik Ibrahim, Malang, 2020.
[6] Hamdy A. Taha, Operations Research an Introduction. Eighth Edition. New Jersey: Pearson Education, Inc, 2007.
[7] S. M. Ross, Introduction to Probability Models. 9th ed. California: Elsevier Inc, 2007.
[8] U. N. Bhat, An Introduction to Queueing Theory. New York: Boston, 2008.
[9] Ng Chee-Hock and Soong Boon-Hee, Queueing Modeling Fundamentals. Second Edition. England: John Wiley & Sons, Ltd, 2008.
[10] J. F. Shortle, et al., Fundamental of Queue. Fifth Edition. New Jersey: John Wiley and Sons, Inc, 2018.
Published
2022-04-13
How to Cite
RIANTI, Dwi; MUKHAIYAR, Utriweni; MARDIANTO, Lutfi. Analisis Sistem Antrian pada Pelayanan Help Desk UPT TIK Institut Teknologi Sumatera Menggunakan Teori Antrian. Indonesian Journal of Applied Mathematics, [S.l.], v. 2, n. 1, p. 9-16, apr. 2022. ISSN 2774-2016. Available at: <https://journal.itera.ac.id/index.php/indojam/article/view/534>. Date accessed: 05 oct. 2022. doi: https://doi.org/10.35472/indojam.v2i1.534.