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Analisa Model Penggiliran di Klinik Kesihatan Kerajaan

Suhaimi, Ali @ Ahmad (2003) Analisa Model Penggiliran di Klinik Kesihatan Kerajaan. Masters thesis, Universiti Utara Malaysia.

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Abstract

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.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Queuing Model, Service Time, Quality of Services, Putrajaya Health Clinic (KKPJ)
Subjects: T Technology > T Technology (General)
Divisions: Faculty and School System > Faculty of Business Management
Depositing User: Mrs Hafiza Mohd Akhir
Date Deposited: 11 Jan 2010 02:50
Last Modified: 24 Jul 2013 12:11
URI: http://etd.uum.edu.my/id/eprint/1449

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