Analisa Model Penggiliran di Klinik Kesihatan Kerajaan

This study is conducted with the aim to observe how far the operational research methodology through queuing model can be used to analyze service time to help improve the quality of services at Putrajaya Health Clinic (KKPJ). For that purpose, service time which comprises of waiting time and service...

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Main Author:	Suhaimi, Ali @ Ahmad
Format:	Thesis
Language:	eng eng
Published:	2003
Subjects:	T Technology (General)
Online Access:	https://etd.uum.edu.my/1449/1/SUHAIMI_B._ALI_%40_AHMAD.pdf https://etd.uum.edu.my/1449/2/1.SUHAIMI_B._ALI_%40_AHMAD.pdf
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id	my-uum-etd.1449
record_format	uketd_dc
spelling	my-uum-etd.14492013-07-24T12:11:58Z Analisa Model Penggiliran di Klinik Kesihatan Kerajaan 2003 Suhaimi, Ali @ Ahmad Faculty of Business Management Faculty of Business Management T Technology (General) This study is conducted with the aim to observe how far the operational research methodology through queuing model can be used to analyze service time to help improve the quality of services at Putrajaya Health Clinic (KKPJ). For that purpose, service time which comprises of waiting time and service time as stated in Customer’s Charter of KKPJ is used as the base for the study to determine whether has been completely met. Data for customer visits through out the operation time at KKPJ from 8.00am until 12.45pm and from 2.00pm to 4.15pm for 3 days, which is collected from 24th September 2003 to 26th September 2003, was used for the study. A toial of 676 customers became the respondents in this study. Data on visits to triage, health treatment, laboratory, diagnostic scanning, dental and farmacy procedures is gathered from data base system of KKPJ. While data for centralized registrations for appointment and without appointment treatments is collected through observation. This data is tested using Statistical Package for Social Survey (SPSS) by way of non-parameter test of Kolmogorov-Smirnov to identify Poisson and Exponential distributions. Program Excel for QM is used to analyze the queuing model. Out of eight procedures, only appointment treatment, nonappointment treatment, diagnostic scanning and pharmacies procedures can be analyzed using the program Excel for QM software. The result of the study is that service time for all the procedures tested except for laboratory do not meet the Customer’s Charter. Therefore, more detail study needs to be done to find out more suitable service time that can be used in formulating the new Customer’s Charter. 2003 Thesis https://etd.uum.edu.my/1449/ https://etd.uum.edu.my/1449/1/SUHAIMI_B._ALI_%40_AHMAD.pdf application/pdf eng validuser https://etd.uum.edu.my/1449/2/1.SUHAIMI_B._ALI_%40_AHMAD.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	T Technology (General)
spellingShingle	T Technology (General) Suhaimi, Ali @ Ahmad Analisa Model Penggiliran di Klinik Kesihatan Kerajaan
description	This study is conducted with the aim to observe how far the operational research methodology through queuing model can be used to analyze service time to help improve the quality of services at Putrajaya Health Clinic (KKPJ). For that purpose, service time which comprises of waiting time and service time as stated in Customer’s Charter of KKPJ is used as the base for the study to determine whether has been completely met. Data for customer visits through out the operation time at KKPJ from 8.00am until 12.45pm and from 2.00pm to 4.15pm for 3 days, which is collected from 24th September 2003 to 26th September 2003, was used for the study. A toial of 676 customers became the respondents in this study. Data on visits to triage, health treatment, laboratory, diagnostic scanning, dental and farmacy procedures is gathered from data base system of KKPJ. While data for centralized registrations for appointment and without appointment treatments is collected through observation. This data is tested using Statistical Package for Social Survey (SPSS) by way of non-parameter test of Kolmogorov-Smirnov to identify Poisson and Exponential distributions. Program Excel for QM is used to analyze the queuing model. Out of eight procedures, only appointment treatment, nonappointment treatment, diagnostic scanning and pharmacies procedures can be analyzed using the program Excel for QM software. The result of the study is that service time for all the procedures tested except for laboratory do not meet the Customer’s Charter. Therefore, more detail study needs to be done to find out more suitable service time that can be used in formulating the new Customer’s Charter.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Suhaimi, Ali @ Ahmad
author_facet	Suhaimi, Ali @ Ahmad
author_sort	Suhaimi, Ali @ Ahmad
title	Analisa Model Penggiliran di Klinik Kesihatan Kerajaan
title_short	Analisa Model Penggiliran di Klinik Kesihatan Kerajaan
title_full	Analisa Model Penggiliran di Klinik Kesihatan Kerajaan
title_fullStr	Analisa Model Penggiliran di Klinik Kesihatan Kerajaan
title_full_unstemmed	Analisa Model Penggiliran di Klinik Kesihatan Kerajaan
title_sort	analisa model penggiliran di klinik kesihatan kerajaan
granting_institution	Universiti Utara Malaysia
granting_department	Faculty of Business Management
publishDate	2003
url	https://etd.uum.edu.my/1449/1/SUHAIMI_B._ALI_%40_AHMAD.pdf https://etd.uum.edu.my/1449/2/1.SUHAIMI_B._ALI_%40_AHMAD.pdf
_version_	1747827147964153856

Analisa Model Penggiliran di Klinik Kesihatan Kerajaan

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