Optimization of Bank Teller (Bank Cashier) Services Through Analysis of the Queue System at Bank BPD Bali (Renon Branch Office)

ABSTRACT : A queue is a line of people or goods waiting to be served and then exiting the line when it isfinished. Queues are in the manufacturing and service sectors. The purpose of this study is to analyze thequeuing system that is applied to provide better service to customers. By calculating the total average number ofcustomer arrivals and the average total number of people served and optimizing the number of tellers operating.The results show that the queue type model used by BPD Bali, Renon Branch Offices is a Multi Channel -Single Phase queue type. The arrival pattern of customers has a Poisson distribution with a value of 0.924 andthe service pattern is not exponential with a value of 0.000. The total number of customer arrivals per unit time(λ) is 11 customers / hour and the total value of the average number of people served per unit time (μ) is 24customers / hour. From the research results it can be found that the teller performance of Bank BPD Bali, RenonBranch Office is not optimal.

Keywords: queue, poisson, exponential