Optimizing Employee Assignment Schedules by Considering Employee Utilization and Customer Waiting Time in Coffee Shop Using Simulation

This study aims to optimize the work assignment schedule at Coffee Shop by considering employee utilization and customer waiting time. Assignment schedules that do not match the workload can have a negative impact on the quality of service, such as the perception of baristas on Saturdays where the number of customers is more than on other days. Customers who wait too long often cancel some or even all of their orders, which can impact on the company’s profits and sustainability. Too few employees also cause overutilization, which has an impact on decreasing service capacity and product quality, on the other hand, too many employees can cause a decrease in profits due to wage costs. The problem-solving method in this study uses a discrete event simulation method, including problem identification, data collection, model development, experiments, and displaying experimental results. An important finding of this study is that the discrete event simulation model can help Coffee Shops in making alternative recommendations for optimal barista and chef assignment schedules so that they can significantly reduce customer waiting time by $33.2 \%$ which will increase customer satisfaction, without affecting profits. The alternative schedule also helps to avoid overutilization by significantly reducing the utilization of baristas with a maximum value of $62.36 \%$ compared to $92.93 \%$. Barista utilization also becomes more evenly distributed in each shift with a smaller standard deviation value of $\mathbf{8. 5 \%}$ compared to $20.83 \%$.