A discrete event simulation approach to improve the efficiency of university parcel centre services in Universiti Malaysia Pahang Al-Sultan Abdullah

The increasing reliance on e-commerce has led to higher demands in parcel management and customer expectations, exposing parcel centres to challenges like long waiting times and poor resource allocation. If left unaddressed, these issues may result in delays and customer dissatisfaction. This study aims to develop a simulation model for the parcel collection process at the UMPSA Parcel Centre, evaluate its efficiency using the model, and recommend alternative strategies. Discrete Event Simulation was used to generate the simulation model, and data were collected through observation and staff interviews. Several scenarios—implementing a sorting system and adding a service counter—were tested to identify the optimal solution. The results showed that these strategies successfully reduced the amount of time customers spent at the parcel centre, thus increasing overall efficiency. The findings offer practical recommendations for UMPSA and other academic institutions to improve resource allocation, reduce congestion, and improve service quality, ultimately benefiting staff and customers.