ANALISIS KINERJA SISTEM ANTRIAN PADA MCDONALD’S CABANG TRANSMART CEMPAKA PUTIH

Abstract

McDonald's is a fast food restaurant originating from the United States and in Indonesia under the auspices of PT. Rekso National Food. As a fast food restaurant, McDonald's doesn't escape the queue problem. Queues occur when ordering menu transactions at the checkout. This study aims to evaluate the performance of the queue system to determine the optimal number of cashiers at McDonald's Transmart Cempaka Putih branch with queuing theory approach in order to improve the speed of service. The data collection technique used is observational. The method of data analysis is done by using the calculation of single channel single phase queue system (M/M/1) and FCFS (First Come First Served) queue discipline.The results of this study showed that the pattern of arrival followed poisson distribution. The service pattern follows exponential negative distribution. Based on the calculations made, it can be known from that the average service is 22 customers per hour with the service time provided by the cashier to each customer is 2 minutes 41 seconds. The increase in the number of cashiers operating in order to meet customer expectations is to add one cashier. The addition is to increase the number of cashiers operating which initially there was only one cashier to two cashiers. This aims to reduce waiting times on crowded hours and days.