TABLE OF CONTENTS

1.0

BACKGROUND OF STUDY....................................................................2

2.0

INTRODUCTION OF PROJECT...............................................................3

3.0

OBJECTIVE................................................................................................3

4.0

PROBLEM STATEMENT..........................................................................4

5.0

METHODOLOGY......................................................................................5

6.0

FLOWCHART............................................................................................7

7.0

DATA COLLECTION.................................................................................8

8.0

DATA ANALYSIS.....................................................................................17

9.0

CONCLUSION AND SUGGESTION......................................................18

1.0 BACKGROUND OF STUDY

Simulation refers to various method and applications to mimic the behaviour of real world
system by using computational approach with appropriate software such as Arena. Simulation
is applied in many fields such as industries, business and others. It also provides an
introduction to the concepts, methodologies and applicants of simulation business. Usually,
spreadsheet is used to illustrate simulation model and computational issues.

Arena is developed by Systems Modelling and acquired by Rockwell Automation in 2000

and is a discrete event simulation software simulation and automation software. SIMAN
processor and simulation language is used in the Arena. In Arena, the user builds an
experiment model by placing modules (boxes of different shapes) that represent processes or
logic. A connector line is used to join these modules together and specifies the flow of the
entities.

Arena is an easy-to-use, powerful modelling and simulation software tool that allows the user
to construct a simulation model and run experiment on the model. The software generates
several reports as a result of a simulation run. The objective of Arena is to provide a
comprehensive treatment of simulation concepts in general and the Arena simulation software
in particular.

TM Point provides a few transactions that provide specific services for their customers such
as Auto-Payment Machine (APM), information and service counter. The customers that use
the service are called the entity. The entities represent any person, object or thing whether real
or imaginary that move through the system and will causes changes in the status of the
system. In TM Point, the process that continuously happen are the customers arrive, taking
the queue number, waiting for number to be called, and get in the service. Customers also go
to information counter and also go to APM. There are ten service counters, an information
counter and two APM. It is to serve the customers based on their type of business. After the
customers finished their business, they will leave the premise.

2.0 INTRODUCTION OF PROJECT

This project required us to develop arena model based on real world situation. In order to
fulfil this project, we decided to choose TM Point Seremban as our observation to develop a
simulation model. For weekdays, TM point starts their operation at 9 in the morning daily
and will be opening until 5 in the evening. For Saturday, it will open half-day that is from 9
a.m. to 1 p.m. Our observation for data collection purposes in TM Point is four-hour long
started from 10 a.m. until 2 p.m. in a day for this project. Each counter has their own task.
Counter 1 until counter 6 is a customer service counter, counter 7 and counter 8 is a
termination counter and counter 9 and counter 10 is a payment counter such as bill payment.
Besides counters, they also have Auto-pay Machine (APM) located outside of the premise.
This machine is for those who not prefer to pay in the counter of people who busy and want
to pay their bills outside business hour. The data that had been collected are time arrival of
the customers, waiting time before the customer get to be served and time services from the
customer get serve until they leave.

3.0 OBJECTIVE
There are three objectives that need to be achieving in this project:

to calculate the number of customer that will be served at TM POINT Seremban by

using ARENA software.

to identify the queuing problem that have occur in the service.
to determine the average of waiting time, and average of service time.

4.0 PROBLEM STATEMENT

TM POINT Seremban is the one that provide bill payment, statement request service and
termination. From the observation, the queuing systems are very inefficient. Customers who
want to get the service will have to wait long before they can be served. There are some of
customers that do not want to wait until their numbers are called and leave, while the
customers who are waiting for their turn felt that too long and it shown the inconvenient of
TM POINT Seremban. Since TM POINT Seremban offers many types of services such as
payment, instalment, terminated and services, it is an important for them to maintain a good
perspective from the customers in order to gain customer trust. Since, it is not good when
customers wont give their trust to their intuition that serve in daily life like TM POINT. That
is why in order to avoid unfortunate to happen TM POINT Seremban should take precaution
about the matter seriously.

5.0 METHODOLOGY

STEP 1:
Develop a conceptual model of the system or
problem under study

STEP 2 :
Build the simulation model in ARENA software

STEP 3:
Verify and validate the model

STEP 4:
Design experiment using the model

STEP 5:
Perform the eperiments and analyzes the result

STEP 1
Firstly, conceptual model of TM POINT system under study is developed to well define the
system all about. TM POINT Seremban is chosen because of customer queuing is really long.
From the observation the organization have more than one services and since, there are so
many customer, the problem is created when customer want to make many type of service.
Whenever its required the customer to queue up and there are waiting times from it, we need
to solve this problem. In order to solve this problem, the simulation process is used to identify
how much time does customers have to take to finish their business. For the important input
variable service counter, customer arrive, service time and waiting time are used. The
question here is how long customer take to finish their business.

STEP 2
Secondly, the simulation model based on the data that are collected is built. The data included
number of customer arrive, number of customer waiting to be served, number of counter
which is available and the duration of service time.

STEP 3:
Next, the model verifying and validating are important to achieve in this simulation process.

STEP 4:
Then, the result that produced by the model is analysed either the system is whether good or
bad

STEP 5:
Last but not least, whenever the problems arrive from the result of the simulation an
improvement is created.

6.0 FLOWCHART

Entrance

Reception

Waiting Area

Counters
APM

Exit

7.0 DATA COLLECTION

In developing the ARENA model, the data to explain the process of the system have been
collected. The data is collected at TM POINT Seremban from the beginning of open hour
business until the next four hours to make an observation to see the real system on how the
customers are being served at there. The arrival time of customers, the waiting time of each
customers plus the duration of service received in order to stimulate a precise and accurate
real-world system.
After all the relevant data are recorded, we arrange all the data uniformly in Microsoft Excel
for to help in processing each data.

COUNTER
Arrival
Time

To
Count
er

10.06
10.07
10.07
10.08
10.12
10.14
10.22
10.25
10.27
10.29
10.3
10.3
10.31
10.31
10.31
10.34
10.41
10.42
10.44
10.45
10.46
10.47
10.47
10.48
10.51
10.52
10.57
11
11
11.02
11.04
11
11.08
11.11
11.14
11.15
11.15
11.16
11.16
11.17
11.18
11.2

Waiting Area

Waiting
Area
yes
yes
yes
yes

Start
10.06
10.08
10.1
10.14

End
10.09
10.15
10.2
10.25

yes
yes
yes

10.14
10.25
10.26

10.24
10.27
10.31

yes

10.38

10.42

yes
yes

10.34
10.35

10.35
10.36

yes

10.41

10.42

yes

10.49

10.5

yes
yes

10.5
10.51

10.51
10.52

yes

11.02

11.06

yes

11

11.13

yes

11.23

11.28

yes

11.15

11.18

yes
yes

11.17
11.18

11.24
11.31

yes

11.2

11.25

yes

yes
yes
yes
yes

yes
yes
yes
yes
yes
yes

yes
yes
yes
yes
yes
yes
yes
yes
yes

yes

Counter
Count
er
4
5
5
5
1
7
8
2
1
1
8
1
1
5
5
1
7
1
1
1
6
5
1
4
8
1
1
2
1
4
7
2
8
5
1
10
7
1
6
5
4
2

Start
10.09
10.15
10.2
10.26
10.12
10.24
10.27
10.31
10.27
10.29
10.42
10.3
10.31
10.35
10.4
10.34
10.42
10.42
10.44
10.45
10.46
10.5
10.47
10.51
10.52
10.52
10.57
11
11.01
11.06
11.09
11.13
11.15
11.28
11.14
11.18
11.16
11.26
11.24
11.31
11.18
11.25

End
10.26
10.2
10.26
10.36
10.15
10.41
10.42
10.45
10.29
10.3
10.49
10.31
10.33
10.4
10.47
10.42
10.47
10.44
10.45
10.46
10.48
10.56
10.52
11
10.57
10.57
11.01
11.14
11.02
11.18
11.14
11.23
11.49
11.31
11.26
11.35
11.24
11.27
11.41
11.35
11.28
11.37

Service
Time
(minute
)
17
5
6
10
3
17
15
14
2
1
7
1
2
5
7
8
5
2
1
1
2
6
5
9
5
5
4
14
1
12
5
10
34
3
12
17
8
1
17
4
10
12

11.2
11.24
11.3
11.33
11.37
11.38
11.4
11.4
11.42
11.42
11.44
11.46
11.48
11.48
11.48
11.49
11.5
11.53
11.55
11.55
11.57
12.01
12.01
12.01
12.02
12.03
12.1
12.12
12.13
12.15
12.15
12.18
12.19
12.19
12.21
12.24
12.25
12.3
12.32
12.33
12.34
12.34
12.37
12.37
12.39
12.42

yes

11.3

11.34

yes

11.37

11.38

yes

11.45

11.46

yes

11.46

11.49

yes
yes

11.48
11.5

11.49
11.51

yes
yes
yes

11.57
12.1
12.02

11.58
12.12
12.03

yes

12.03

12.05

yes

12.18

12.19

yes
yes

12.19
12.21

12.2
12.24

yes
yes

12.3
12.36

12.32
12.37

yes
yes

12.43
12.4

12.45
12.41

yes
yes
yes
yes
yes
yes
yes
yes
yes

yes
yes
yes
yes
yes

yes
yes
yes
yes
yes
yes
yes
yes

yes
yes

yes
yes
yes
yes

yes

5
1
1
1
2
1
1
1
8
1
1
4
1
7
6
1
1
1
3
1
6
8
4
1
10
1
1
1
3
1
1
5
1
8
6
5
1
4
5
2
3
4
1
8
4
1

11.34
11.27
11.3
11.33
11.38
11.38
11.4
11.41
11.47
11.42
11.46
11.49
11.49
11.49
11.51
11.5
11.51
11.54
11.55
12.02
11.58
12.12
12.03
12.05
12.05
12.06
12.1
12.13
12.14
12.15
12.16
12.19
12.19
12.2
12.24
12.25
12.26
12.32
12.37
12.33
12.35
12.34
12.38
12.45
12.41
12.44

11.38
11.28
11.31
11.38
11.47
11.4
11.41
11.42
12.05
11.46
11.49
12.02
11.5
11.54
11.56
11.51
11.52
12.02
12.01
12.05
12.06
12.19
12.05
12.06
12.11
12.08
12.12
12.15
12.17
12.16
12.19
12.24
12.21
12.4
1
12.33
12.35
12.34
12.44
12.4
12.48
12.4
12.43
12.54
12.49
12.47

4
1
1
5
9
2
1
1
18
4
3
13
1
5
5
1
1
8
6
3
8
7
2
1
6
2
2
2
3
1
3
5
2
20
36
8
9
2
7
7
13
6
5
9
8
3

12.51
12.52
12.54
12.54
12.59
12.59
1.02
1.08
1.09
1.12
1.14
1.16
1.17
1.17
1.21
1.24
1.3
1.3
1.33
1.34
1.38
1.4
1.42
1.45
1.45
1.47
1.5
1.52
1.53
1.54
1.59

yes

12.51

12.52

yes

12.54

yes
yes

12.59
1.03

1.05
1.08

yes

1.14

1.16

yes

1.17

1.2

yes

1.24

1.25

yes

1.33

1.37

yes

1.45

1.5

yes
yes

1.52
1.53

1.54
2

yes

1.59

2.02

yes
yes
yes

yes
yes
yes
yes
yes
yes
yes
yes
yes
yes
yes
yes
yes
yes
yes

yes

4
1
1
5
1
4
4
2
1
4
4
1
1
4
1
5
1
4
4
1
5
1
1
4
4
1
3
3
4
1
4

12.52
12.53
12.55
1
12.59
1.05
1.08
1.08
1.09
1.12
1.16
1.16
1.18
1.2
1.21
1.25
1.3
1.31
1.37
1.34
1.38
1.4
1.43
1.45
1.5
1.47
1.5
1.54
2
1.54
2.02

12.58
12.55
12.56
1.02
1
1.08
1.1
1.12
1.11
1.15
1.2
1.18
1.2
1.25
1.24
1.28
1.32
1.37
1.4
1.38
1.41
1.43
1.45
1.5
2
1.5
1.54
2.01
2.02
1.56
2.06

6
2
1
2
1
3
2
4
2
3
4
2
2
5
3
3
2
6
3
4
3
3
2
5
10
3
4
7
2
2
4

ATM
Arrival Time

At
m

10.08

10.09

10.09

10.09

10.10

10.11

10.11

10.12

10.13

10.13

10.14

10.16

10.17

10.17

10.18

10.19

10.19

10.20

10.22

10.22

10.27

10.28

10.30

10.31

10.31

Start

End

10.0
8
10.0
9
10.1
1
10.1
3
10.1
1
10.1
2
10.1
7
10.1
4
10.1
9
10.1
6

10.1
1
10.1
1
10.1
3
10.1
7
10.1
2
10.1
4
10.1
9
10.1
6
10.2
0
10.1
8
10.2
2
10.1
8
10.1
9
10.2
3
10.2
0
10.2
4
10.2
2
10.2
3
10.2
4
10.2
3
10.2
9
10.3
0
10.3
1
10.3
2
10.3
3

10.2
10.1
8
10.1
8
10.2
2
10.1
9
10.2
3
10.2
0
10.2
2
10.2
4
10.2
3
10.2
7
10.2
8
10.3
0
10.3
1
10.3
1

Service Time
3
2.00
2
4
1
2
2
2
1
2
2
0
1
1
1
1
2
1
0
0
2
2
1
1
2

10.33

10.34

10.35

10.36

10.39

10.41

10.41

10.41

10.41

10.41

10.42

10.43

10.45

10.45

10.46

10.49

10.49

10.49

10.49

10.50

10.50

10.53

10.53

10.55

10.57

10.58
11.00

1
1

10.3
3
10.3
4
10.3
5
10.3
6
10.3
9
10.4
1
10.4
1
10.4
3
10.4
2
10.4
4
10.4
3
10.4
5
10.4
5
10.4
7
10.4
7
10.4
9
10.5
0
10.5
0
10.5
1
10.5
1
10.5
2
10.5
3
10.5
4
10.5
5
10.5
7
10.5
8
11.0

10.3
5
10.3
5
10.3
8
10.3
6
10.4
0
10.4
3
10.4
2
10.4
4
10.4
3
10.4
5
10.4
5
10.4
7
10.4
7
10.4
9
10.5
0
10.5
0
10.5
1
10.5
1
10.5
2
10.5
2
10.5
4
10.5
4
10.5
5
10.5
6
10.5
9
10.5
9
11.0

2
1
3
0
1
2
1
1
1
1
2
2
2
2
3
1
1
1
1
1
2
1
1
1
2
1
1

11.00

11.03

11.03

11.05

11.06

11.06

11.08

11.08

11.09

11.10

11.13

11.14

11.17

11.19

11.19

11.20

11.21

11.22

11.28

11.30

11.30

11.31

11.31

11.32

11.33

11.34

0
11.0
0
11.0
3
11.0
5
11.0
5
11.0
6
11.0
7
11.0
8
11.0
9
11.1
0
11.1
2
11.1
3
11.1
6
11.1
7
11.1
9
11.2
2
11.2
4
11.2
5
11.2
7
11.2
8
11.3
1
11.3
1
11.3
4
11.3
2
11.3
3
11.3
5
11.3
5

1
11.0
1
11.0
5
11.0
6
11.0
8
11.0
7
11.1
0
11.0
9
11.1
0
11.1
2
11.1
3
11.1
6
11.1
7
11.1
9
11.2
2
11.2
4
11.2
5
11.2
7
11.3
1
11.2
9
11.3
4
11.3
2
11.3
5
11.3
3
11.3
5
11.3
7
11.3
6

1
2
1
3
1
3
1
1
2
1
3
1
2
3
2
1
2
4
1
3
1
1
1
2
2
1

11.37

11.37

11.39

11.39

11.40

11.41

11.44

11.45

11.46

11.48

11.48

11.48

11.49

11.51

11.52

11.53

11.53

11.54

11.56

11.56

11.57

11.58

11.58

12.00

12.01

12.02
12.04

2
2

11.3
7
11.3
7
11.4
0
11.3
9
10.4
1
11.4
2
11.4
4
11.4
6
11.4
9
11.5
0
11.5
2
11.5
4
11.5
3
11.5
5
11.5
4
11.5
7
11.5
6
11.5
7
11.5
8
11.5
8
11.5
9
12.0
0
12.0
1
12.0
1
12.0
3
12.0
3
12.0

11.4
0
11.3
9
11.4
1
11.4
2
11.5
0
11.4
4
11.4
6
11.4
9
11.5
2
11.5
3
11.5
4
11.5
5
11.5
4
11.5
7
11.5
6
11.5
8
11.5
7
11.5
8
11.5
9
12.0
0
12.0
1
12.0
1
12.0
3
12.0
3
12.0
8
12.0
4
12.0

3
2
1
3
9
2
2
3
3
3
2
1
1
2
2
1
1
1
1
2
2
1
2
2
5
1
1

12.04

12.05

12.08

12.11

12.11

12.11

12.13

12.13

12.13

12.14

12.14

12.15

12.16

12.16

12.19

12.19

12.21

12.23

12.23

12.24

12.26

12.27

12.27

12.28

12.31

12.31

4
12.0
5
12.0
8
12.0
8
12.1
1
12.1
1
12.1
3
12.1
4
12.1
5
12.1
5
12.1
6
12.1
7
12.1
8
12.1
9
12.2
0
12.2
1
12.2
3
12.2
5
12.2
5
12.2
6
12.2
8
12.2
7
12.3
0
12.2
9
12.3
1
12.3
1
12.3
3

5
12.0
8
12.0
9
12.1
1
12.1
3
12.1
5
12.1
4
12.1
5
12.1
6
12.1
7
12.1
9
12.1
8
12.2
1
12.2
0
12.2
3
12.2
5
12.2
5
12.2
6
12.2
7
12.2
8
12.3
0
12.2
9
12.3
1
12.3
1
12.3
3
12.3
3
12.3
5

3
1
3
2
4
1
1
1
2
3
1
3
1
3
4
2
1
2
2
2
2
1
2
2
2
2

12.32

12.32

12.33

12.34

12.36

12.37

12.40

12.40

12.40

12.41

12.46

12.43

12.44

12.44

12.45

12.47

12.50

12.51

12.52

12.52

12.53

12.53

12.58
1.01
1.02
1.02
1.03
1.03
1.04

1
2
2
1
2
1
1

12.3
5
12.3
8
12.3
3
12.3
4
12.3
7
12.3
8
12.4
0
12.4
0
12.4
1
12.4
2
12.4
3
12.4
4
12.4
6
12.4
5
12.4
7
12.4
8
12.5
0
12.5
1
12.5
2
12.5
4
12.5
5
12.5
4
12.5
8
1.01
1.03
1.02
1.04
1.04
1.05

12.3
8
12.4
0
12.3
4
12.3
7
12.3
8
12.3
9
12.4
1
12.4
2
12.4
2
12.4
6
12.4
4
12.4
5
12.4
7
12.4
8
12.4
8
12.5
0
12.5
2
12.5
4
12.5
4
12.5
5
12.5
6
12.5
5
12.5
9
1.03
1.04
1.04
1.06
1.05
1.07

3
2
1
3
1
1
1
2
1
4
1
1
1
3
1
2
2
3
2
1
1
1
1
2
1
2
2
1
2

1.05
1.05
1.07
1.09
1.11
1.11
1.13
1.14
1.16
1.16
1.17
1.19
1.20
1.21
1.23
1.23
1.25
1.26
1.27
1.27
1.28
1.28
1.29
1.30
1.30
1.31
1.32
1.32
1.32
1.33
1.33
1.34
1.35
1.35
1.36
1.36
1.37
1.38
1.38
1.39
1.40
1.40
1.41
1.42
1.43
1.43

2
1
1
2
2
1
2
1
2
1
1
2
1
2
1
2
1
2
1
1
2
1
1
2
2
1
2
1
2
1
2
2
1
2
2
1
1
2
2
1
2
1
1
2
2
1

1.06
1.07
1.08
1.09
1.11
1.11
1.13
1.14
1.16
1.16
1.17
1.19
1.20
1.21
1.23
1.23
1.25
1.26
1.27
1.28
1.28
1.29
1.33
1.30
1.32
1.34
1.33
1.35
1.34
1.36
1.35
1.36
1.36
1.37
1.38
1.38
1.39
1.39
1.40
1.41
1.41
1.42
1.43
1.43
1.44
1.44

1.08
1.08
1.09
1.11
1.12
1.13
1.14
1.16
1.17
1.17
1.19
1.2
1.22
1.22
1.24
1.25
1.26
1.28
1.28
1.29
1.3
1.33
1.34
1.32
1.33
1.35
1.34
1.36
1.35
1.37
1.36
1.37
1.38
1.38
1.39
1.39
1.41
1.4
1.41
1.42
1.43
1.43
1.44
1.44
1.46
1.45

2
1
1
2
1
2
1
2
1
1
2
1
2
1
1
2
1
2
1
1
2
4
1
2
1
1
1
1
1
1
1
1
2
1
1
1
2
1
1
1
2
1
1
1
2
1

1.44
1.45
1.45
1.46
1.47
1.48
1.50
1.52
1.53
1.55
1.56
1.57
1.59
2.01

1
2
1
1
2
2
1
2
1
1
2
1
2
1

1.45
1.46
1.46
1.48
1.48
1.49
1.50
1.52
1.53
1.55
1.56
1.57
1.59
2.01

8.0 DATA ANALYSIS

1.46
1.48
1.48
1.49
1.49
1.5
1.51
1.53
1.54
1.56
1.57
1.59
2
2.02

1
2
2
1
1
1
1
1
1
1
1
2
1
1

9.0 CONCLUSION AND SUGGESTION

Currently TM POINT Seremban have 10 working counters to serve customers where counter
1 to counter 6 are customer service counters, counter 7 and counter 8 are termination counter
and counter 9 and counter 10 are payment counter. However there is always breakdown
counter during the business hours every day. The counter breakdown may cause the flow of
the system get interrupted and become unsmooth. In order to avoid this problem, we would
like to give recommendation to the operation manager of the TM Point. The manager should
decrease the breakdown counter, especially during the peak hour where usually it is from
10a.m. to 11a.m. and 1p.m. to 2p.m. at this hour, the system should be working in full
capacity.