Optimasi Pelayanan Kasir: Simulasi ARENA dan Quality Function Deployment untuk Meningkatkan Efisiensi di Kafe Hagami Tangerang
DOI:
https://doi.org/10.22441/pasti.2024.v18i1.006Keywords:
Kafe Hagami, Waktu Tunggu, QFD, ArenaAbstract
Penelitian ini bertujuan mengoptimalisasi layanan kasir di Kafe Hagami Tangerang dengan memberikan rekomendasi terhadap sistem antrian pada saat peak time. Metode penelitian menggabungkan Quality Function Deployment (QFD) dan Discrete Event Simulation (DES), yang akan diimplementasikan melalui perangkat lunak simulasi ARENA. Hasil awal dari kuesioner dengan 100 responden, 56% perempuan dan 44% laki-laki, usia 18-45 tahun, menunjukkan 53% responden tidak puas dengan kecepatan layanan di kafe tersebut. Customer needs yang diidentifikasi melalui QFD menyoroti Pelayanan Cepat dan Opsi Pemesanan & Pembayaran Digital sebagai prioritas utama dengan masing masing bobot sebesar 19%. Hasil analisis dengan software ARENA selama peak time pada jam 18.00-21.00 menunjukkan bahwa Skenario 3, yang melibatkan penggunaan barcode pada setiap meja, berhasil melayani 85 pelanggan dengan tingkat keberhasilan 50%. Rekomendasi ini diharapkan dapat meningkatkan efisiensi layanan kasir di Kafe Hagami Tangerang pada jam sibuk.
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