A Discrete Event Simulation Approach for Efficient Student Enrolment Processes at Universiti Malaysia Pahang Al-Sultan Abdullah

Rapid advances in technology and globalization have shaped our world, and the acquisition and application of knowledge have become critical to success. At Universiti Malaysia Pahang Al-Sultan Abdullah (UMPSA), the increasing number of students has led to inefficiencies in the student enrolment process, particularly concerning long waiting times and resource bottlenecks. These problems have caused delays and dissatisfaction, hence calling the urgent need to improve the student enrolment processes. The objectives of this study are to develop a simulation model to evaluate the inefficiencies in the student enrolment process and recommend new improvements using discrete event simulation (DES). The ARENA software simulation was employed to simulate the enrolment process while comparing the base case with the improved scenarios using the performance metrics of waiting times and queue lengths. The proposed improvements resulted in significant reductions in waiting times and queue lengths, particularly through increased staffing at hostel counters. The findings highlight the importance of strategic resource allocation in optimizing high-volume administrative processes. This study contributes to the body of knowledge regarding DES applications in the educational sector and serves as practical strategies for improving student enrolment processes at UMPSA and similar institutions.