The Management of Academic Service continues to be a major challenge for many college, high school and college organizations in providing better services with fewer resources. The allocation of service staffs and response-time in service involve many challenging issues, because the mean and variance of the response-time in service can be increased dramatically with the intensity of heavy traffic. This study discusses how to use simulation models to improve response time in service operation. Performance at the Academic Service as a whole can be considered very good and is still idle due to utilization of Academic Service, which is still equal to an average of 17%, or it can be said that the workload is not too excessive and deemed to be able to serve the students and lecturers. The performance of Academic Sevice University Bunda Mulia can be considered excellent in terms of operations management, as indicated by the average waiting time, which is very short at only 9.10 seconds.
Keywords: Queueing System, Waiting Time, and Simulation