Analisis Sistem Antrian Model M/M/1 pada Kasir Lazzato Chicken & Burger Berbasis QM For Windows

Abstract

Long queues during peak hours often become operational constraints for the fast-food industry, impacting customer satisfaction due to extended waiting times. This study aims to evaluate the performance of the single-cashier service system at Lazzato Chicken & Burger Abepura and to formulate operational optimization and cost efficiency strategies. The method applied is a quantitative approach using single-channel single-phase queueing theory or the M/M/1 model, with data processing and computation assisted by QM for Windows software. The results indicate that the service system operates in a steady-state condition, with an arrival rate (λ) of 10 customers/hour and a service rate (µ) of 15 customers/hour. The cashier utility rate reaches 67% with an idle time of 33%, yet an average queue length of 1.33 customers with a waiting time in queue   of 8 minutes still occurs intensively during peak hours. From an economic perspective, the total operational system cost is IDR 60,000/hour, heavily dominated by customer waiting costs at IDR 40,000/hour. In conclusion, expanding to a new physical cashier is inefficient as it triggers fixed labor cost waste outside peak hours. Management is advised to optimize the existing single cashier through a field-staff-assisted pre-ordering mechanism during peak hours, upgrading to a dynamic QRIS infrastructure integrated with POS machines, and implementing ready-to-serve menu engineering.