Developing a Business Process Simulation System of KKB

摘要

Patients desire short waiting times whereas service providers want to maximize resources utilization. Long waiting time is not uncommon in many service organizations and it is familiar especially in outpatient departments. In this paper a simulation model undertaken was document to improve patient service at a Klinik Kesihatan Beserah (KKB) Kuantan, Pahang. We improved the operational performance of the clinic. It incorporates the use of Arena to develop a model for the analyses of different alternatives to enhance the doctor utilizations and to improve on the patients waiting time. Two different scenarios were considered. The first scenario, which was changing patients' scheduling capacity resulted in the reduction of patients' waiting time while the second scenario, which was increasing patients' appointment capacity by 10% resulted an increase in the use of doctors but at the same time increased patients' waiting time. Results of the analyses showed that management could reduce patients' waiting time and increase the use of doctors' by changing the scheduling strategy and by redefining the waiting time itself.