Queue System in Automobile Service Sectors

Abstract

A high competitive in automobile sector needs the quality services management. This research was aimed at measure the effectiveness of Queueing System of Toyota Medan Branch office of Indonesia.  This study applied the System Analysis of Queue procedures in an authorized Toyota Dealer for collection  the  data of the performance of the queuing system, the average speed of service advisor in accepting the customers, and incoming vehicle arrival pattern to the workshop, It  compared and interpreted  models ; such as the 'Multichannel-Single Phase (M/'M/S/Fl). The model is identical with Model 1 but the difference is two more individual can be served at the same time by utilizing the different service facility. This  queue discipline model first come first serve (FCFS) or first in first out (FIFO) who the first incoming customer will be served first. While. from the calculation, it reveals the average amount of customers which are in system is as much as 0.572 customer /hour. Whereas, the average amount of customers which are in queue is as much as 0.208 customer /hour. Then, the average time of customers which are in system is as much as 0.062 hour or 3.712 minutes, whereas, average time of customers which toe in queue is as much as 0.023 hour or 1.35 minutes. To sum up, the level of system usage gained based on the calculation above is as much is 36.4% and the average customer arrival is as much as 9.25 customers/hour