1. FACULTY OF OFFICE MANAGEMENT AND
TECHNOLOGY
ENGLISH FOR OCCUPATIONAL PURPOSE
(BEL312)
ASSIGNMENT 4
RENOVATION AND EXPANDING OF SPA Q’RLE
PREPARED BY:
NoR EZZAILA BT ADNAN
NOR ASHIQIN BT JASMIN
SITI NAJUWA BT AHMAD FUAD
PREPARED FOR:
ENCIK BADLI ESHAM BIN AHMAD
DATE SUBMITTED: 15 OCTOBER 2010
2. Table of contents
CONTENT PAGE
EXECUTIVE SUMMARY 3–5
PROBLEM STATEMENT 6–8
OBEJECTIVES 9 – 10
SIGNIFICANT of the 11 – 12
project
PROCEDURES 13 – 16
LAYOUT of the project 17 – 20
BUDGET 21 – 22
DURATION of the project 23 – 24
LIMITATIONS 25
CONCLUSION 26
ATTACHMENT 27 - 31
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3. EXECUTIVE SUMMARY
This is the company that puts mascara on lashes and fights wrinkles with
one hand. This is the company that not only brings beauty to doors but also
opens them. The company supports 60,000 representatives in 14 countries.
This is Miracle. The company that’s for 33 years has stood for beauty,
innovations, and optimism for women and men.
The idea for established this company came from Datuk Aridzuan, one of
top businessmen in Malaysia. Miracle Inc. was established in December 23, 1976
in Petaling Jaya. For 33 years, Miracle Inc. has empowered many women across
the Peninsular, Sabah and Sarawak. Miracle representatives are supported by
their Zone Managers, training, credit facilities and 179 Miracle Beauty
Boutiques through out Malaysia.
Our mission is together we will create a business that is sustainable that
will deliver value for the benefit of all stockholders. While our vision is we will
create a great culture that excites customers, moves us quickly into new
markets and improving the overall quality and security of our global business.
Because of that, we also received many awards and certifications such as 100
Best Corporate Citizens from 2005 till 2010.
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4. Before this, our main target is women but due many responses from our
customers, we started to have products and services for men. Our company was
based on 3 main categories which are skin care, make up and fragrance.
We have our own spas that are specifically represent our identity as
Miracle Inc. Our spa is located not far from our main headquarter in Petaling
Jaya. Our spa has facilities and services for our both our women and men
customers such as massage, saloon and spa for both women and men. However
due for certain circumstances, our spa has decrease in income.
We received a lot of complaints from the customers regarding the noises
made by the children which interrupted the process of treatment, limited space
in spa, saloon and massage room for both men and women, the bored feeling of
the customers while the unattractive and old fashioned of decorations that kills
the mood of the customers.
Due to the many complains that we had received, we decided to renovate
and expand the massage area for both women and men and build nursery and
playground for the children. This renovations and expansion will reduce the
numbers of complaints from the customers, increasing the productivity and also
increasing the satisfaction in customers and also the workers as well.
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5. As a conclusion, this project will affect our company but we believe that
our company will reap the rewards of the project in no time.
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6. PROBLEM STATEMENT
No Enough Area for the Customer
While waiting for their turn to the do the treatment, some of the
customers need to stand up while waiting for their turn. We have waiting
area at the lobby but the areas are not enough because the customers
will be increasing day by day. We also got experience with some
customers who had been walk away because the customers feel tired
because need to stand. With the new sofa that will be added as the
areas are larger, the customer would have enough space for waiting. More
space, more the customer would come.
Certain Customers Are Bored While Waiting
The only entertainment while waiting for their turn or while waiting for
their treatment to be finished is the sound of hair dryer, the sound of
people gossiping and the sound of the hair washed. So, we want to add
Samsung plasma television 42” as their entertainment. It might help the
customers to reduce the bored while waiting.
The Decorations are unattractive, out-dated and old fashioned
Our spa already 10 years since the last years it’s renovated. While that
the decorations are dull, out-dated and old fashioned. Since our motive
to be a modern spa but give a relaxing feeling to the customers but these
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7. decorations already kill the mood. If these decorations are up to dated
and attractive, it will attract the customers to spend their time and
money at our spa.
There is no place for children to play
There are certain fuss make by the customers that the children does not
have their space to play. The children will disturb the whole process of
treatment that should be relaxing and make noise. These children are
brought by their parents. But the parents cannot also handle their
children very well. With the nursery and the playground that is build
inside it, it will prevent these children to disturb the parents, others
customers or in the other word, the whole process of treatment. There
are some baby sitters that will take care of the children while their
parents are doing the treatment.
The saloon and massage room for both men and women are too small
Saloon, massage and spa for both men and women are in the same space
and place. Since it all at the same place, it will be so occupied and it will
so narrow. With the new design, we will detach the massage area for
both women and men. For men, we will make the massage area in the
other area which before is parking lot. For women, the room will be
expanded and the area would not be so narrow. It would make the
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8. customers and also our employees comfortable with the space and it will
be easier to walk around than before.
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9. Objectives
To increase customers satisfaction
When we change our decoration, adding nursery and expand the massage
room it will make the customers feel more comfortable and more relax.
This is because they will be easier for them to move around and no
disturbing sound of children playing around. As they comfortable and
relax with our condition, it will increase customers satisfaction.
To increase company income
Since we add equipment for entertainment such as television, it will avoid
customers feel bored and it will decreasing their tiredness while waiting
for their turn to have a treatment. This will give benefit to our company
as it increasing our income with avoiding our customers walk away from
our spa because of tired and bored.
To reduce complaints from the customer
When our services are improved, it will increase our customer’s
satisfaction. Furthermore, it will reduce complaints from our customers.
According to our customer’s complaints, it involving our lack of services,
unattractive decoration and the noises of children playing around the spa.
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10. To create a relaxing and comfortable environment
Our new concept which is Bali Style is more attractive, up-to date and not
old fashioned. Bali Style is the most chosen style among our customer
based on our latest research. It also suitable with our spa’s surrounding
environment which is create more relaxing environment.
To improve qualities and services
Our previous qualities and services have many weaknesses and need to be
improved. With the adding new equipments will improve our services also
increase the productivity of our workers. Our spa is very strict about
the qualities and services from time to time which is our main aim to give
best qualities and services to our customers which will guarantee the
increasing our company’s income.
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11. Significant
Income will increase
When our customer comfortable with our services and environment of our
spa, the customers will come again to our spa to get another treatment.
This will give our spa an increasing income from our customer. As the
income increase, we can add another facilities and service for our spa as
it will contribute to our income as well.
Reduce number of complaints
Through this solution we can reduce number of complaints from our
customers that our spa is insufficient and lack of service. Beside that, as
now we have our own nursery and playground for kids, it will reduce the
noises of children playing around the spa and disturb the other
customers.
Customers will feel more comfortable
When we renovate and expand our spa, our spa area will be more wide and
not be narrow. Furthermore, our customers will be more easy to move
and they have entertainment while waiting for the treatment. Since we
have change our decoration to Bali Style it will create relaxing
environment and give more comfortable feeling to our customers.
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12. To increase reputation of spa
Due to many of our customers satisfied with our new facilities, services
and environment of our new look spa, it will attract more customers as
well give us new image to our customers. Moreover, it will be increasing
our publicity and as well to promote our spa to public. Since our aim to be
an international company, this is good way to achieve our main aim.
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13. PROCEDURES
Call for the meeting.
The Director will call upon all of his committee members to have a
meeting at the specific time and place. After that, all of committee members
will come and the Director will talk to them about the suggestion to renovate
their spa and adding the some place in the blank room and expansion. In the
same time of the meeting, all of committee members and Director also will give
their opinion about the concept of the layout and the place which they want to
renovate.
Identify the items that need to purchase.
Before buy the item that we are need to use it in the renovate project,
we need to identify the item that involve in this project and it is include the
bedrock to make the wall, television in rest room, massage seat and other
important things.
Review and analyze the budget.
After finished the meeting, the Director will have a discussion with the
accountant from the finance department to prepare the budgets for starting a
renovating and expansions projects. These procedures are compulsory to do
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14. because as we know, many things will involve in this project especially the money
of our company. Also, work out a budget and figure out how much we need to
borrow. Approach the bank or other lending organization to arrange a mortgage.
With this ways, our finance will never face any problems.
Seek for approval of the project
After we proceed our report, we present it to the Board of Director to
seek for approval of the project. If our project has been approving, we will
accept any suggestions and comments from the Board of Director to improve
our project. We will hire a contractor and interior designer. We will also buys
related equipments that we needed for our project.
Hire the contractor
According to the plan, a contractor is hired so that he fulfills all the
demands regarding renovations. It is the responsibility of the contractor to
complete the task assigned on estimated time within the given budget. With the
credibility of a good contractor, our company renovations project will progress
smoothly. This project should only be awarded to the contractor that can do
this efficiently and effectively.
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15. Process of construction and expansion started
The process of the construction and expansion will be started. The
construction area will be closed to the public to avoid any misfortune accidents.
Choose the interior designer for the nursery, massage room and salon
Salon image also are very important to attract more customer, so that,
the designer for the place that need to renovate also need to hire for make
sure, the concept which we need will fulfills by them. Choice of good designer is
important in order to get the best services especially for fulfills the customer
needs.
Buy the equipment and furniture for nursery, massage room and saloon
New furniture need to buy for the new room that already renovate and
expanded. Another thing is televisions, small tables, sofas for rest room so
that the customer will easy for waiting the services. This item is need for make
sure our nursery not looked so blank and empty. The aromatherapy scent also
can add to give a sensation and warm smell for customer. Salon equipment like
hairdryer also needs to add for easy the workers do their works well.
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16. Process of construction and expansion have been finished
All the construction and expansion works have been finished. The site
will be cleared by the construction team. Technician that we hire for this
project will ensure all the maintenance of the wiring and electricity in good
condition.
The equipments will be arrange and decorate by interior designer
After the construction and expansion site have been cleared, the
equipments that we already bought will be arranged with following design that
we have discuss with the interior designer. The concept for nursery will be
used the colorful and cheerful concept that suitable for children. While the
massage and salon rooms will be used Bali Style as our main concept.
The spa will be open to public
After we have through all the process and checked out all the renovation
and expansion of our spa. The construction and designer team have been
followed with the concept as we had decided in the contract. The closed area
will be open to the public and we have already ask our Marketing and Public
Relation to help us to do the promotions for the new services.
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18. SECOND FLOOR
REST ROOM SALOON
SPA FOR
WOMEN
AND
MASSAGE
STORE
RECEPTION
RECEPTION
SALOON
CAFE
SPA FOR MEN
AND
MASSAGE
SWIMMING POOL
OWNER PARKING AREA WAITING ROOM
FIRST FLOOR
1 square feet=RM1200
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20. SECOND FLOOR
REST ROOM SALOON
NURSERY
AND 12 square feet
WAITING
room
SPA FOR
12 square feet WOMEN
12 square feet
STORE 6 square feet massage
RECEPTION
RECEPTION
CAFE
SPA FOR MEN
SWIMMING POOL
MASSAGE AND SALOON WAITING ROOM
8 square feet
FIRST FLOOR
20 square feet
1 square feet = RM1200
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21. BUDGET
ITEM QUANTITY PRICE PER UNIT TOTAL
(RM)
NURSERY
Junior 300 soft contain 1 23, 544 23, 544
playground
3 panel climbing wall 7.5 1 544.00 544.00
feet high
4 seat teacher see-saw 1 457.00 457.00
T swing with 2 seats 7 feet 2 412.00 824.00
high
Rubber/soft carpet 144 square 42.00 6048.00
feet
Shoes rack 2 350.00 700.00
Soft toy 5 59.90 299.50
Room fragrance 4 15.90 63.60
Table 1 259.00 259.00
Chair 4 70.00 280.00
Air-conditioner (LG) 1 3,120.00 3,120.00
Board 1 200.00 200.00
Lamp 3 250.00 750.00
Sofa 1 3,470.00 3,470.00
Glass door 1 1,200.00 1,200.00
Samsung plasma television 1 1,999.90 1,999.00
42”
Mirror 4 100.00 400.00
Lamp 3 32.50 97.50
DECORATION
Paint 20 70.00 1,400.00
Small white vase 6 43.00 86.00
Big red vase 3 156.00 936.00
Frame 12 15.00 180.00
Cement 30 18.00 540.00
Brick 5000 0.40 2000.00
MASSAGE AND SALOON
Room fragrance 4 15.60 62.40
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22. Glass door 2 1,200.00 2,400.00
Samsung plasma television 2 1,999.00 3,998.00
42”
Mirror 12 100.00 1,200.00
Tile 200 4.20 830.00
Hairdryer 12 134.00 1608.00
Ogawa smart ace 6 1,800.00 10,800.00
Eye touch Ogawa 4 899.00 3596.00
The mini massager (for 4 996.70 3,986.80
neck)
Toto foot massager 2 1,567.00 3,134.00
Sink 4 66.00 264.00
Hot towel cabinet 4 111.00 444.00
Couches 6 2,470.00 14, 820.00
Preparation trolley 6 144.00 864.00
Heated blankets 12 36.90 442.80
Air-conditioner 1 3,120.00 3,120.00
Paint 6 70.00 360.00
Lamp 10 32.50 325.00
WASHROOM
Towel bar 2 29.90 59.80
Sink 3 66.00 198.00
Toilet bowl 2 186.00 372.00
Mirror 3 100.00 300.00
Paint 3 70.00 210.00
Lamp 2 32.50 65.00
LABOR
Construction team 1 12,430.00 12,430.00
Painting and decoration 1 2,800.00 2,800.00
Architectures 1 3,600.00 3,600.00
Technician 1 1,800.00 1,800.00
OTHER EXPENSES
Hiring new worker 6 1,200.00 7,200.00
TOTAL 123, 487.40
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23. DURATIONS
FIRST WEEK
Call the contractor to make an appointment with him. After deal with
specific time and place, go to see him and discuss with him about the place that
we need to renovate and expanded. Tell him about the place that we want to
renovate and expanded. He should also know the specific area that he needed
to renovated and expand to our spa. After meeting with the contractor, make an
appointment with the designer. Discuss with him about the concept of our new
nursery, massage room and salon and the layout that he need to make. The
decoration and style of the nursery, massage room and saloon can be decided by
us with the opinion of him. We also need to buy the things that the contractor
needs to expand our spa for easy him to make their work.
SECOND WEEK
The contractor will start his work to measure the size that he needs to
renovation and expand the massage room and saloon.. The part that use for
renovation and expansion project also will close for make sure other staffs and
customers are safe from any accident during the renovations and expansion
work. After renovations work is finished, the interior designer that already
hired will take the place of the contractor to create a layout and concept that
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24. we already discuss. The interior designer also will start his work for paint the
wall of our massage room and saloon. After finished paint the wall, he will ready
for the decoration.
THIRD WEEK
The renovations project will continuously with renovate the nursery for
customers who come with her or his children. This nursery is important to give
a comfortable feel for customer which coming to our spa. Besides that, when
our customer do any treatment in our spa, they will feel safe for their children
because with existence of the nursery, their children can keep their self in this
room. Those, the interior designer also are hired to make the design for this
nursery suitable with the theme of children. At the wall also, we will draw an
animation pictures for create a suitable sense for customer children.
FOURTH WEEK
New equipments for the nursery, massage room and saloon will be
arranged by the interior designer. Last touch up will make on the potpourri
fragrances that will be place in the salon. The new areas of massage room,
saloon and nursery can be open to public.
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25. LIMITATION
Our Spa Will Be Closed
During the process of construction and expansion, our spa will not fully
closing. It will be half closing. This half closing will only involved the area that
need for construction and expansion such as the nursery area, massage room
and salon.
Other service such as spa treatment will be function as usual. However,
it will affect our income because our salon and massage cannot be use for a
while. This problem can be solved by extra working days and open booth outside
the spa. We will sell our products in the special prices to attract customers.
This solution might not cover all cost but we still can gain our company’s
income through this solution. Having this solution can give us benefits as our
company will be reaping of the project in no time.
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26. CONCLUSION
With this renovation and expansion projects to our spa, our spa can
compete well with other spas in our area. This project is believed would bring
incomes and success to our spa as it can help in the marketing and promotion of
products.
Therefore, it’s already right time for our company to change new image
and style to compete in the cosmetic and beauty world. This will be one step
closer for our company to be an international company.
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28. OUR MIRACLE SPA
This is spa is double story building and have home feeling concept. This is from
the back side view from our spa. This spa is divided into three parts which are
left wing, right wing and middle area.
Spa Q’rle was built in 23 December 2000
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