The purpose of this study is to model and simulate the parcel collection process at the University Parcel Center (UPC) using a Discrete Event Simulation (DES) approach. At UPC, upon arrival, students willjoin the queue to receive services;including identifytheir parcel numberfor collection, notify the staff their parcel number and wait for the staff to search the parcel from the store, and make paymentfor the services.Based on observation, it indicates that the parcel collection process is a time-consuming process. Hence, a simulation model is developed to evaluate the current performance based on the performance measures of the average waiting time and average total time in system, the utilization of resources, and, the number in queue. Using Arena software, the simulation model is developed to identify the bottleneck of the current system performance. Later, few alternatives are tested to improve the current system performance. From findings, the best alternative hasreduced the minutes for the average waiting time, and the average total time in system respectively. The reduces in the waiting time and the total time in systemhasresults in the increment of students’ satisfaction level towards UPC services performance.
