Midlands State University

P bag 9055 Gweru

Tel: (263) 54 260432
Fax: 263) 54 260442
Faculty of Commerce
Department of Business Management

Surname: Chapanda
First names: Kudakwashe Gracious
Registration No: R0645087
Level: 4.2 (PDP)
Programme: Business Management

BM403 Assignment
Question: Design the process for a service business of
your choice. Give explanatory

Due date: Optional

Hairdressing service design
Service refers to an act, something that is done to or for a customer. It is provided by a
service delivery system, which includes the facilities, processes, and skills needed to
provide the service. Many services are not pure services, but part of a product bundle
combination of goods and services provided by to a customer (Stevenson 2005).

Target customers - ladies who want their hair to be done fast and professionally.
Service concept - high quality and fast service provided in a smart place with highly
qualified and experienced service providers
Facility location – the facility will be located at the city center where there is easy access
for customers from all suburbs.

Execution time for hairdressing

Standard execution time 1 hour 10 minutes
Total acceptable time 1 hour 40 minutes

1hr 10mins 1hr 20mins 1hr30mins 1hr40min

Price $15.00 $15.00 $15.00 $15.00
Cost $13.52 $14.38 $15.24 $16.10
Time $0.86/10mins $6.02 $6.88 $7.74 $8.60
Chemicals dark and lovely $4.50 $4.50 $4.50 $4.50
Other operating expenses $3.00 $3.00 $3.00 $3.00
Profit $1.48 $0.62 ($0.24) ($1.10)

Time cost is 40% of the price on normal conditions. This is because time is the most
important resource if the saloon is to make more profits. The ability of the workers to
complete the tasks in short time means that more customers will be served. If more time
is taken on a customer then less customers will be served and therefore less profit. Other
operating costs include rentals, equipment, wages, chemicals and other costs. These are
lower than the cost of time per customer because they are apportioned to all the
customers served on a particular period. Time costs are variable costs which increase or
decrease depending on the direction of time.

Service blue print

Service blue print is a useful tool for conceptualizing a service design system which is a
method for describing and analyzing a service process. A key aspect of service blue
printing is flowcharting the process.

Standard execution time 1 hour 10 minutes

Total acceptable time 1 hour 40 minutes

Applying
chemical
15mins

Reapplying
chemical 15mins
Shampooing
10mins

Failure

Setting
10mins
Servicing Efficient
the dryers machines

Training Skilled Drying

employees personnel 20mins

Cleaning Smart
the place saloon

Select and Materials- Removing

purchase of Chemicals rollers &
supplies Shampoo styling 15mins
The hairdressing process starts with the application of the chemical in the customer’s
head. This process according to the Executive Saloon in Gweru takes on average
15minutes. The customer is then washed her head (shampooing) to remove the chemical.
This process takes 10 minutes. After that there is setting. This is when the rollers are put
in the customer’s head to straighten the hair. After that the hair is dried using a dryer.
Drying takes 20 minutes. Finally the rollers are removed and the hair is styled. This
process also takes 15 minutes.

There is one potential failure point that is after shampooing, a customer may find out that
the hair is not properly done and ask for a redo. This will add costs to the organization
since more chemicals and time are to be taken. The cost of chemical will be doubled and
become $9.00 and time will be increased to 1 hour 35 minutes and the cost will be $8.17.
Adding these costs together with the other costs the organization will make a loss of
$5.17.

The vertical line is the line of visibility, to its left are the activities that the customer do
not see but important to the delivery of the service. The first activity is servicing of the
dryers. This is done during the absence of the customers and what the customers will able
to see is the efficient dryers. The second activity is training of the employees so that they
can provide best services. The place need to be smart so as to lure customers so a clean
place should be part of the delivery of the service. Finally there should be the supplies of
materials used in providing the service such as chemicals and so on.

This business requires high conduct service with the customer and the time for the service
is influenced by both the customer and the service provider. However the customer’s
influence is very slight. The service provider’s speed and accuracy greatly affect the time
it takes for a service to be completed.