Technological Institute of the Philippines

1338 Arlegui St., Quiapo Manila

College of Engineering and Architecture

Industrial Engineering Department

An Investigative Industry Immersion Study

in IE 404
(Operations Research 2)

APPLICATION OF QUEUING THEORY: ANALYSIS OF CURRENT RESTAURANT

PAYMENT SYSTEM OF JOLLIBEE INNEALTOIR BRANCH, HINDANG, LEYTE
(SAMPLE TITLE ONLY, MAKE YOUR TITLE SIMILAR AS THIS)

Submitted by:

Marquez, Aaron
Tamayo, Julius Cesar M.

Submitted to:

ENGR. RICHARD A. ABAYHON, MSc, PIE, CLSSGB, SMRIIE

Assistant Professor, Industrial Engineering

May 2019
I. Company Background

Palawan Pawnshop is now considered to be one of the most reliable, fastest-growing and
leading pawnshops in the Philippines. Its first branch, owned and operated by spouses Mr.
Bobby and Mrs. Angelita Castro formally opened in Puerto Princesa City on August 17, 1985.

Originally established as a business offering only pawn brokering, we have expanded our
services to include money remittance known as Palawan Express Pera Padala. Today, after more
than 30 years in the industry, we offer our loyal customers other products and services such as
international money remittance, foreign currency exchange, e-loading, bills payment and
accident insurance in all our branches in cities, municipalities and remote towns nationwide.

The Palawan Pawnshop Services (PPS) group of companies operates the Palawan
Pawnshop and Palawan Express Pera Padala chain in the Philippines. Over 2700 branches
nationwide and growing numbers of remittance partners and agents, including SM Malls,
Robinsons Department Stores and LBC, Palawan Express Pera Padala is one of the country's
leading money remittance company today.

Vision

 To be the customers’ choice and become the leading money shop in the
Philippines offering superior and advanced technology-assisted financial services.

Mission

 To provide our customers with the best products and services possible without
compromising profitability and sustainability.
 To consistently develop, adapt and fully utilize integrated and new technology.
 To commit that the well-being of our customers is our foremost concern.
 To share our success with our associates and provide them opportunities for
career growth in an environment built on our values.
 To give back to the community part of our blessings in practice of our corporate
social responsibility with emphasis on education, sports development and
environmental protection.
  To promote our principles of love of country and the practice of good Filipino
values.
 To be compliant with all applicable laws, rules and regulations in the conduct of
business.

II. Current System

SINGLE- SERVER SINGLE- PHASE SYSTEM

Service End of
Arrivals 3 2 1
Facility Transaction

Queue
A single-server single-phase system,

III. Characteristics of the Current Queuing System

Based on what the researchers observed, The Palawan Express Pera Padala has a single
server single phase model. There is only one channel opened throughout the day and there are no
special lanes like senior citizen lane, usually when there are senior citizens in the system, they
will give priority and ignore the number of queues to process the elderly’s transaction first. The
customers of the Pera Padala arrive randomly because they are independent of one another and
their occurrence through the day cannot be predicted exactly. The size of the population is
considered to be infinite because the number of customers or arrivals on hand at any given
moment is infinite that can go greater or lesser in terms of number.

IV. Operating Characteristics of the Queuing System

The researchers conduct their observations in The Palawan Express Pera Padala Legarda
Branch (# 2099 Claro M. Recto, Sampaloc, Manila). The researchers did a time study per in a
span of an hour to get the average service time and the rate of arrival of customers per day. The
researchers conducted at 10:00am – 11:00 am in a span of 5 consecutive days.
 Table 1
Customer arrival and amount of time per transaction for Monday
Monday (10:00am-11:00am)
Customer arrival per hour = 22
No. of Customers Minutes per transaction
1 2.12
2 2.37
3 2.15
4 2.25
5 3.45
6 3.2
7 2.15
8 4.57
9 3.52
10 2.56
11 2.03
12 3.21
13 4.36
14 5.24
15 3.36
16 3.54
17 3.24
18 2.34
19 2.28
20 2.17
21 2.12
Average Service time per hour = 21

Table 2
Customer arrival and amount of time per transaction for Tuesday
Tuesday (10:00am-11:00am)
Customer arrival per hour = 20
No. of Customers Minutes per transaction
1 4.23
2 3.32
3 2.4
4 2.63
5 3.29
6 2.19
7 4.57
8 4.23
9 4.51
 10 3.37
11 4.7
12 3.21
13 2.25
14 2.35
15 2.48
16 3.15
17 2.28
18 2.62
19 2.53
Average Service time per hour = 19

Table 3
Customer arrival and amount of time per transaction for Wednesday
Wednesday (10:00am-11:00am)
Customer arrival per hour = 17
No. of Customers Minutes per transaction
1 3.58
2 2.57
3 5.34
4 4.78
5 3.54
6 5.48
7 4.25
8 4.36
9 4.87
10 4.28
11 2.54
12 2.54
13 2.16
14 3.52
15 3.4
16 3.29
Average Service time per hour = 16
Table 4
Customer arrival and amount of time per transaction for Thursday
Thursday (10:00am-11:00am)
Customer arrival per hour = 19
No. of Customers Minutes per transaction
1 2.14
2 2.48
3 2.29
4 3.46
 5 3.12
6 4.25
7 5.19
8 3.25
9 3.87
10 2.68
11 2.49
12 3.67
13 4.89
14 5.94
15 2.64
16 2.45
17 2.12
18 3.24
Average Service time per hour = 18

Table 5
Customer arrival and amount of time per transaction for Friday
Friday (10:00am-11:00am)
Customer arrival per hour = 28
No. of Customers Minutes per transaction
1 2.5
2 2.14
3 3.65
4 4.57
5 3.57
6 5.4
7 3.52
8 2.43
9 3.41
10 2.13
11 3.59
12 4.52
13 4.49
14 5.86
15 3.45
16 2.4
17 2.57
Average Service time per hour = 17