Abstract:
Critical decision making is involved as a major problem in different industries including service
industry. This paper presented on a Simulation Model for a service organization in the Sri Lankan
Context. The objective of the study is to identify the optimized performance practice through
simulating the process of a filling station. The observations were taken for inter-arrival times and
service times. The sample size was taken as 150 data for a selected time period. The study modeled
the system as a single-server queuing system with infinite waiting room size. The data were
analyzed using the Student version of Rockwell ARENA 14.5 software. The input analyzer
construed Beta and Gamma distributions for inter-arrival times and service times respectively.
Moreover, the results showed 4.29 minutes of an average waiting time for a vehicle and
approximately number of vehicles in to the queue as 6. The results recommended for another petrol
counter with increased service performance in counter 1. The recommended solution was
economically feasible. For further improvements, the study suggested a system with two pump
counters in one petrol counter, two petrol counters with two pump counters, and changing
resources above both recommendations. This study provided numerous opportunities for
researchers and managers to optimize problems related to the performance of the system through
the best solutions.
