1. SCORE PROGRAM
It’s All Because of Love
FIGURE 1 MARIA SATYA PUTRI, OWNER
OF SPA FACTORY
Back in 2002, Maria SatyaPutri
decidedtomove tothe Island
of the Gods;Bali. There,she
decidedtostart hercareeras a
businesswomansellingspaproducts,
which are now being
soldby a numberof local and
international hotelsandresorts.
Earlierinher businessjourney,Maria
metan acquaintance fromthe United
Stateswhohad a dream totransform
Bali intoa global pampering
destination. Maria,whohad a great
passionforspa productsand body
scrub,greatlywelcomedthe ideaand
decidedtoopena small business
producingbodycare products,which
she later called:SpaFactory.
“I am indeedafan andloverof spa and
bodyscrub products. My motherwho
isfrom Yogyakartais the one who
introducedme tothose bodycare
products. I have knownthose products
froma youngage,”Maria said
OPPORTUNITIES AND INTERNATIONAL MARKET
Maria’s small business was officially operational in
August 2002. At the beginning of her business,she
only had one employee and used her own house as
a production facility.
According to Maria, producing these spa products
made her feel like she wasbackinher college years,
whenshe spenta lot of time readingandexpanding
SPA FACTORY’S CASE STUDY
TAKING HOUSE SPA TO AN INTERNATIONAL LEVEL
THEY SAY
“As the ownerof the
company, I see
SCORE program as
a much needed
training for the
employees in my
company. They (the
employees) often
fail to do something
not because they do
not want to do it,
but they do not
know how to do it.
For example,
arranging the
objects in the
warehouse
appropriately, etc. –
that is the
knowledge that
they acquire
through SCORE.” –
Maria Satya Putri,
Spa Factory owner

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SPA FACTORY
her knowledge and her insight on beauty products,
especially developing spa products.
Back in September 2002, the international
community was shocked by the tragic Bali Bombing
terroristattackwhichclaimedhundredsof lives.This
event affected Maria’s new startup business.
However, Maria is a tough businessperson. “That is
the risk of havinga business,Ihave a strong will and
continue to think positively,” Maria said.
Maria’s persistence in pioneering her business paid
dividends, and eventually one of her friends from
France contactedherand expressedherintentionto
opena spabusinessinMaldives. Mariaimmediately
welcomed this opportunity and started her spa
product export to a foreign country.
“My business is small to medium scale and I am not
a businesspersonwithunlimitedcapital,therefore I
have to be able to create products whichwill satisfy
my consumers;bothnationallyandinternationally,”
she said.
Other than product quality, Maria expressed the
importance of innovationandthe abilityto envision
and determine the market niche in line with
attracting her consumer’s attention. Offering a
private label or customized products became the
new focus of her business. “We do not have brands
forthe productsthat we produce,howeverwemake
productsandbuildthe brandimageforotherpeople;
these conditions in fact have enabled our company
to survive and in fact keep growing,” Maria said.
WOMAN LEADER
Being a woman business leader in spa products
productions provides various types of privileges,
according to Maria.
“As a woman, I have a strong maternal instinct; this
in fact helps me to embrace my employees and as
majority of them are women; we are more open to
communication and a cohesive working
environment,” Maria said.
FIGURE 2. DAYCARE FACILITY AT SPA FACTORY
One initiative that Maria implemented in order to
create conducive workingconditions,wasto opena
daycare facility for her female employees. This has
positively impacted working conditions, as it
provides a sense of comfort and security for the
female employees as they know their children are
being well looked after when they are at work.
“I am a mother of two, so I appreciate the security
of knowing I am able to work while my children are
looked after,” Maria explained.
Despite fierce business competition, Maria believes
that the company will survive because of the strong
sense of familyvaluesintheworkplace,aswellasthe
highly flexible culture designed to build, and
accommodate conducive workingconditionsforher
employees. Cooking and having lunch together or
goingonfishingtripsare some of the social activities
regularly organized by the Spa Factory to improve
team morale and encouraging a positive culture in
the workplace.
“These social activitiesinfact create a highsense of
belonging among the employees toward this
company. Ultimately, this is what will lead to more
effective and consumer satisfaction of our
products,” Maria said.

3. 3
SPA FACTORY
IMPROVEMENTS IN THE COMPANY TO ENHANCE
EFFECTIVENESS IN THE WORKPLACE
Spa Factory interaction with ILO’s SCORE program
took place on January 2015. SCORE establishes
collaborationwithaprivate trainingprovider,BEDO,
to organize enhancingperformance trainingof small
to medium scale enterprises in Bali.
“WhenI firstattendedSCOREtraining,Iencouraged
my employees to be more active in taking part in
discussions and performing issue mapping. I think it
is essential as this training actually places the
employees as the agent of change; thus when a
change is deemed necessary, the initiative should
originate from the employees,” Maria said.
“SCORE trainingis notdull,as it is so much different
from the trainings we attended in the past,”
Mauliana Soliha, Head of Production at Spa Factory
said.
Upon returningfromthe SCORE training,employees
and management of Spa Factory demonstrated a
commitment to transforming their company. The
mass signing of the SCORE banner by all employees
and management indicated a strong consensus of
improving the workplace together.
In conjunction with cleaning up the company’s
internal organization; 5S, the employees identified
issues and saw that they needed to engage in
organizational activities especially within the
company’swarehouse.Thisstepwasfollowedbythe
formationof anEnterprise ImprovementTeam(EIT).
One of the duties of the EIT is to ensure the
sustainability of 5s activities in the company as well
as maintain the 5s passion and approach within the
entire production line.
Mauliana also expressed: “There is only limited
space in our office and our warehouse is seriously
disorganized. All objects are mixed-upand there is
no proper room organization nor consistent
identification of existing objects,” Mauliana said.
ThoyibunRiki MatHora, AssemblingSupervisor,also
adds that due to these complexities and the
disorganization, including the lack of labels on
objects, an absent employee for a particular
department results in confusion among other
employees in the management of the objects.
Mauliana also describes the R&D room, where she
works, as chaotic. “Work files were scattered
everywhere. Iwasso embarrassed.Now myroom is
very organized, thanks to 5s,” Mauliana added.
FIGURE 3. MAULINA SOLIHA PROUD BECAUSE R&D ROOM
BECOME SO CLEAN AND ORGANIZED
Jeff Kristianto, one of the trainers of BEDO who
accompaniedthe SCOREprogramimplementationat
Spa Factory, statedthat: “The establishedEITshows
a high level of enthusiasm toward the SCORE
program implementation. They always attend the
meetings and actively discuss with trainers from
BEDO to receive professional feedback in
conjunction with improved collaboration and
implementation of 5s; therefore the organization
and clean up activities which were originally done
only in the warehouse, finally expanded to
production and office areas,” Jeff said with a wide
grin.
Other than 5s, Spa Factory also experienced some
improvements in terms of communication and
collaboration. “We used to blame each other’s unit

4. 4
SPA FACTORY
when a mistake occurred. Now we focus more on
identifying the issues and look for solutions. This is
made possible due to regular meetings held in the
late afternoon among division heads and inventory
units to discuss various issues such as orders
received,” Mauliana explained. Additionally, they
alsoholdweeklymeetingsthatinvolvealldivisionsin
the company,includingthe salesdepartment. Thisis
necessary in order to avoid production mistakes.
FIGURE 4. REGULAR MEETING AMONG ALL DIVISION
IMPROVED COOPERATION IN THE WORKPLACE
Thoyibun has also noticed improvements in the
communication system. “It used to be that our
communication system was greatly informal; this
situationisdue tothe locationof ourcompanywhich
isinthe middleof aresidentialarea,hence wedonot
feel that it is necessary to prepare a request for
goods in writing, normally we simply shout out a
request for such goods; and we shall receive the
requested goods. With the introduction of SCORE,
we have learned to build a better communication
system. Nowwe havetohave coverletterswhenwe
request goods from the warehouse. This helps
facilitate a correct audit of stock inventory.”
SpaFactory hasalsostartedto maximizethe use of a
bulletin board to ensure that employees receive
sufficient information regarding relevant company
matters. Additionally,there isalsoaplatformwhich
enablesthe employeestoprovide feedbackonways
to improve work effectiveness, as well as other
topics.
Through the commitment and hard work
demonstrated by this company, in a relatively short
period of time from January to March 2015, there
are improvements in communication which has led
to improvedcollaboration.Thishastriggeredafairly
significantimprovementinthe productionfrontline:
the percentage of defective productsatthe frontline
fell from4.12% to 0%. Meanwhile atthe endof the
production line, the percentage of defective
products which was 2%, and at some point even
reached 2.8%, has now dropped to 0%.
BECOMING EVEN BETTER
As the headof Spa Factory,Maria admittedthatthis
small to medium enterprise is the type of business
which is vulnerable to changes and development
taking place out there.
“Majorityof Small to MediumEnterprisesstartwith
the interestof theownertowardaparticularsubject,
hence often times these Small to Medium
Enterprisesdonotkeepagoodmanagementsystem;
hence their businesses start to disintegrate when
their businesses should be growing,” Maria said.
Maria further added that SCORE is a training
program that meets the needs of Small to Medium
Enterprise entrepreneurs in this country.
“I honestlyfeel supportedbythe SCORE program as
this program was introduced at the right time.
Moreover,whenwe had to move from our previous
location to the new location we occupy now, there
were plenty of aspects associated with the proper
workflow, organization, and tidiness of our
workplace whichhashelpedusduringthe relocation
of our workplace,” Maria said.

5. 5
SPA FACTORY
FIGURE 5. SPA FACTORY IS NOW OCCUPIED A NEW
BUILDING IN UNGASAN AREA
Effective April 2015, Spa Factory, whichwas located
on Toyaning Street, Kuta-Bali, now occupies a new
location in the Ungasan area. Occupying an area of
1,450 meters,SpaFactoryisnowproudlyshowingits
presence.
Inside her workspace, filled with an aroma of
lemongrassandmintleaves,Mariastatedthatshe is
a passionate personwhenitcomesto spas,and she
isoftenpreoccupiedwiththeideaonhowtodevelop
this ideal business of hers. However, she admitted
that whatever happens behind the doors of Spa
Factory becomes another challenge. Workflows
which involves various work units often times
present problems, therefore communication and
collaboration is a critical aspect, in addition to 5s.
FIGURE 6. MARIA MET UP WITH SCORE IN HER CLEAN AND
ORGANIZED OFFICE
“I do not have sufficient knowledge of how to run a
factory,butnowItrulyhave achance tolearnitfrom
SCORE,”Maria said.“Asthe ownerof the company,I
see the SCOREprogramas muchneededtrainingfor
the employees in my company. They (the
employees) often fail to do something not because
they do not want to do it, but because they do not
know how todoit.Forexample,effectivelyarranging
the objectsinthe warehouseappropriately,etc.That
is the knowledge that they have now acquired
through SCORE,” Maria said.
Accordingto her,the businessownersoftenassume
that the employees should know of various aspects
that enable the company to work more effectively
and efficiently, however not all employees have
sufficient knowledge and experience. Maria
considers that a common business owner’s mistake
is that they do not provide sufficient training and
guidelines for their employees.
“When the employees have acquired knowledge
from SCORE training,theywill be passionate tolead
changes in their workplace and will truly feel the
benefits of them,” Maria said.
The success of Spa Factory in implementing the
SCORE program in the company has enhanced the
workingspiritsof the employees.Thisisindicatedby
the reduction in employee absenteeism from 3% in
January down to 1% in March 2015.
Thoyibun from the assembling unit said, “Since the
workplace is now clean and orderly, the workflow
and communication work well, I sometimes don’t
realize whattime itisasitgoesbysoquickly,andall
of suddenitis time to go home. I feel at home here
and this is like a second home for me.”

6. 6
SPA FACTORY
FIGURE 7. R&D ROOM BEFORE IMPLEMENTATION OF
SCORE: PREVIOUS BUILDING
FIGURE 9. R&D ROOM IS ORGANIZED AND CLEAN – NEW
BUILDING
FIGURE 8. R&D ROOM AFTER SCORE IMPLEMENTATION –
TRANSITION PERIODE BEFORE MOVE OUT TO THE NEW
BUILDING
THEY SAY
“Work files were scattered everywhere. I was so embarrassed. Now my room is highly organized,
thanks to 5s,” - Mauliana Soliha, Head of Production, Spa Factory
THEY SAY
“Since the workplace now is clean and orderly, the workflow and communication work well, I
sometime am not aware as time goes by so quickly, all of sudden it is time to go home. I feel at
home here and this is like a second home forme.” – Thoyibun RikiMat Hora, Assembling Supervisor.

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SPA FACTORY