ANALYSIS OF QUEUING SYSTEM IN BPJS KESEHATAN KANTOR CABANG UTAMA BANDUNG

• Main Author: Giaputra G, Edgar
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/21867
• Institution: Institut Teknologi Bandung

Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS Kesehatan) is a public legal entity that directly responsible to the Indonesia's President and has a duty to organise public social assurance for all citizens of Indonesia. Queues are often encountered in BPJS Kesehatan. Their customers have to be waiting although waiting is something that spends so much time and energy. There is some research that said waiting could cause stress and anxiety. It will cause lower customer satisfaction. This study is purposed to analyze the queue system in BPJS Kesehatan Kantor Cabang Utama Bandung especially in "peserta mandiri" counter. The analysis process is calculated by using Microsoft Excel Operation Management Software. The data was collected through of interviews to the management of BPJS Kesehatan Kantor Cabang Utama Bandung and Observation in BPJS Kantor Cabang Utama Bandung. In this research is used the analysis of multiple lines queuing system. The result of this research shows that the performance of the existing queuing system was not optimal because there is some customer that was still queuing especially in Information and Customer Service Counter because the customer must wait for 57.954 minutes from 10 minutes standard waiting time in BPJS Kesehatan Kantor Cabang Utama Bandung. So, the researcher recommends BPJS Kesehatan Kantor Cabang Utama Bandung add 1 (one) more counter for Information and Customer Service Counter, so the average waiting time for the customer will become 2.1894 minutes. The other recommendation is changed one of mutation or data changed counter into information and customer service counter.