Analysing Customers’ Waiting Time Using Discrete-Event Simulation: A Case Study in A University Printing Shop

This paper discusses the application of discrete-event simulation (DES) in modelling the waiting lines in a printing shop located in Universiti Utara Malaysia.  This work is based on a group project in a course taught in the Decision Sciences Degree. The paper demonstrates the methodology used to develop the simulation model of the existing system. The developed model was run to further understand the state of operations in the printing shop. The developed model also facilitates experimenting for a possible alternative solution. The finding of the research has given the insight to reduce the waiting time for a better service in the printing shop. It was found that the average waiting time in the printing queue is reduced to less than a minute by adding an extra resource.