PENILAIAN FORMATIF DIPLOMA PENGURUSAN PERNIAGAAN

FORMATIVE ASSESSMENT DIPLOMA IN BUSINESS MANAGEMENT

BLUEPRINT (35%)

UDC21

UECB2104: PENGURUSAN PERKHIDMATAN

UECB2104: SERVICES MANAGEMENT

JAN 2023

PERHATIAN/ATTENTION:

 Pelajar adalah diminta untuk menghantar laporan dengan menggunakan Microsoft Word dan PDF
Students are required to send report using Microsoft Word and PDF.

 Pelajar juga tidak dibenarkan MENIRU ATAU PLAGIAT sama ada melalui kawan, slaid, buku atau
carian web dan sebagainya. Penalti akan dikenakan sekiranya pelajar didapati terlibat dalam
plagiarisme.
Students are not allowed to COPY OR PLAGIARISE from friends/ slide/ books/ web and etc.
There shall be a penalty for the act of plagiarism.

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Universiti Malaya Centre for Continuing Education (UMCCed) Services Management
Service Blueprint (35%)

No. Name Matric No.

1 HARIZ IRFAN BIN AZMAN UDC210247
2 MUHAMMAD AUFA RAFIQ BIN MOHD ANUAR UDC210258
3 DANISH HAIKAL BIN MAHMUD ZAUDI UDC210256
4 AHMED ZUBAIR BIN ZAINALABIDIN SEBLI UDC210335
5 MUHAMMAD AIMAN BIN MOHD AFZAL KUMAR UDC210145
6 SITI HUMAIRAH BINTI ABDUL RAHIM UDC210337
7 LETICIA KAY FAUSTINA NONIS UDC210274
8 HANIS BINTI AB HANNAN UDC210301

TRAIT GOOD MARK AVERAGE MARK POOR MARK

PART A: BLUEPRINT
a. Introduce the service business firm *Introductory 2 *Introductory 2-3 *Introductory 0-1
paragraph is paragraph is paragraph is
clearly stated, has clearly stated vague.
a sharp, distinct with a focus.
focus and
enhances the
impact of the
report.

b.Goal/goals of the blueprint 2 1 0

c.Target customers 1 0.5 0
d.A comprehensive diagram of the 6-8 2-5 0-1
blueprint
e.Explanation of activities carried out at 4-5 2-3 0-1
each station and who is/are responsible for Missing or
each station. Well supported
Relevant support irrelevant
with relevant
f.Calculate the cost of service (according to 2 of ideas. 1 supporting 0
the blueprint) details
ideas.
g.Strengths & Weaknesses of the blueprint 2 1 0
h.Involvement of technology at (any) 2 1 0
station
i.Suggestions for the betterment of the 2 1 0
service in the future
PART B: SERVISCAPES
a.Explain the external serviscape of the *Well supported 4 *Relevant 2-3 *Missing or 0-1
business with relevant . support of ideas. irrelevant
I.Use pictures to illustrate the details. *Adequate supporting
elements of serviscape. *Relevant examples. ideas.
b.Explain the serviscape of each station. examples 4 2-3 *No or 0-1
I.Use pictures to illustrate the irrelevant
elements of serviscape. example given.
PART C: REFERENCES All resources are 1 All resources are 0.5 Some resources 0
cited and appear cited, but are cited but not
with correct formatting isn’t all. Not
formatting. correct. formatted
correctly.

Total Marks (35%)

INTRODUCTION

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A service business firm for barber is a type of business that provides haircutting, grooming, and styling
services to clients. Barbers are professionals who specialize in men's hair care and grooming, offering
services such as haircuts, beard trims, mustache grooming, hair coloring, scalp treatments, and shaving. This
industry has a rich history that dates to ancient civilizations, where barbers were considered respected
members of society who provided not only grooming services but also acted as doctors and dentists.
The primary objective of a service business firm for barber is to provide high-quality services that meet the
specific needs of their clients. This means understanding their preferences and delivering services that are
customized to their individual needs. Barbers need to have a keen eye for detail, as even small errors can ruin
a client's haircut. They must also have excellent communication skills to ensure they understand what their
clients want and can provide the best advice on what styles and cuts will suit them best.
To run a successful service business firm for barber, the owner must have a strong understanding of the
industry, including trends, techniques, and styles. Keeping up with trends and styles is important as it ensures
the business remains relevant and competitive. The owner must also be knowledgeable about the equipment
and tools used in the industry and invest in high-quality products to ensure clients receive the best possible
service.
In addition to providing excellent services, a successful barber service business must also focus on creating a
welcoming and comfortable environment for its clients. This includes factors such as the ambiance,
cleanliness, and decor of the shop. A comfortable and inviting environment can help clients feel relaxed and at
ease, which can lead to repeat business and positive reviews.
Customer service is another critical aspect of running a successful service business firm for barber. Clients
expect a friendly and welcoming attitude from barbers, and a positive interaction can lead to repeat business
and referrals. It's essential to provide prompt and attentive service, listen to clients' concerns, and make sure
they leave satisfied with the service they received.
To attract and retain clients, a barber service business must implement effective marketing strategies. This
includes advertising the business through local newspapers, social media, and other platforms. Engaging with
clients through social media can also help build a loyal customer base and increase brand recognition.
Offering special promotions and discounts can also be an effective way to attract new clients and encourage
repeat business.
In conclusion, a service business firm for barber can be a rewarding business opportunity for those who are
passionate about the industry and committed to providing exceptional services to their clients. Successful
business owners in this industry invest in quality equipment, hire experienced and skilled staff, and implement
effective marketing strategies to attract and retain clients. By offering high-quality services in a welcoming and
comfortable environment, a barber service business can build a loyal customer base and establish a positive
reputation in the community.

Goals of Barbershop Blueprint

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HIGH QUALITY
It goes without saying that you want to offer the best hair services in your area, and barbershop owners share
this same ambition. Purchasing high-quality goods and equipment, providing a wide choice of services, and
only recruiting workers with the necessary training to take care of your customers are all possible goals for
achieving this goal.

GROWTH
It goes without saying that we want our barbershop to expand and attract more customers. Any owner of a firm
has that as a goal.
We can accomplish a variety of goals to get us there. If we are a franchise, we might plan to open a few new
stores in the coming year or look into new locations in cities. We could also try to lower our franchise fees.
These goals can be adjusted to suit your needs and apply even if we run our own barbershop.

SALES AND INCOME

Any business, whether it is based on services or products, aims to make money through sales and income in
order to maintain cash flow and keep providing services and goods. Our barbershop's business goal is to
increase revenue and sales. The predicted number of sales is multiplied by the cost of the goods or services
offered by our shop to arrive at the earning amount. if you anticipate making more money from men's haircuts
than from hair products.

Firm’s target customer

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Our firm’s target customers are identified based on the analysis of several factors such as location, services
offered, pricing, and customer demographics.

The location of the barbershop plays a significant role in determining its target customers. Our barbershop is
located in a residential area, its target customers would likely be locals who live nearby. On the other hand, the
barbershop is also located near a commercial area, its target customers would likely be working professionals
who work in the vicinity. Additionally, there is also a university not too far from our barbershop and we are
hoping to attract students as target customers.

The services offered by the barbershop also influence its target customers. If the barbershop offers traditional
haircuts and grooming services, its target customers would likely be middle-aged and older men who prefer
classic styles. Alternatively, if the barbershop offers trendy and modern haircuts, its target customers would
likely be younger men who want to stay up-to-date with the latest fashion trends. With that being said, our
barbershop consist of many professional barber and whether it is a traditional haircuts or modern haircuts, we
are confident to say that we will be able to do it regardless of the style of the haircuts.

The pricing of the barbershop also affects its target customers. Our barbershop is relatively student-friendly,
because our main targets are mainly students from high-school to university students. Not only that, but
because of the affordable price, people that are in a middle-age group can also come to get a haircut instead
of wasting their money on a high end barbershop

Finally, the demographics of the existing customer base can also help identify the target customers of the
barbershop. If the barbershop has mostly middle-aged and older customers, its target customers would likely
be men in that age range. On the other hand, if the barbershop has mostly younger customers, its target
customers would likely be men in their 20s and 30s.

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EXPLANATION OF ACTIVITIES CARRIED OUT AT EACH STATION

Barber responsibilities are divided into 2 sections, cashier which is a light work & doesn’t need that much of
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training, other than that cutting the customers hair. Typical tasks that they will likely accomplish in their roles.
Train as a licenced barber, supervise inventory control, and maintain cleanliness. Use a variety of instruments,
including scissors, brushes, razors, trimmers, dryers, and clippers. Staff should be given leadership,
mentorship, and training. Clean and sterilise various devices such as combs and clippers. Clients' wigs are
shaped, chopped, adjusted, and curled as needed. Colour clients' hair, perm them, shampoo them, and do
minor housework and laundry. Experience with shampoo and sets, perms, cut and colour, as well as cleaning
and sanitising the business as needed, provide cosmetology services to customers. Organise materials in
accordance with cleanliness and operational functions. Train as a licenced barber, supervise inventory control,
and maintain cleanliness.

COST OF SERVICE

COST OF SERVICE
NUMBER ITEM QUANTITY PRICE PER UNIT TOTAL AMOUNT
(MONTHLY) (RM) (RM)
1. SHAMPOO 15 20 300
2. CONDITIONER 15 15 225
3. HAIR STYLING 20 20 400
PRODUCTS
4. DISINFECTANTS 15 50 750
AND CLEANING
SOLUTIONS
5. TRASH BAGS 5 10 50
6. DISPOSABLE 5 15 75
RAZOR
TOTAL 1800

MACHINE AND EQUIPMENTS

NUMBER ITEM QUANTITY PRICE PER UNIT TOTAL AMOUNT
(MONTHLY) (RM) (RM)
1. Clippers 5 5 25
2. Trimmers 2 150 200
3. Scissors 3 10 30
4. Combs 5 10 50
5. Brushes 5 15 75
6. Mirrors 2 100 200
7. Towels 5 13 65
8. Barber Chairs 2 500 1000
9. Chairs 2 100 200
10. Website Hosting 1 100 100
Services
11. Employee 2 500 1000
Training
TOTAL 2945

Strengths and weaknesses of blueprint

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Strengths
- Credibility
One of the biggest benefits of having a website for the company you run is that it will become more credible.
There are undoubtedly a lot of other companies out there that offer services similar to yours. One way to stand
out is to have a website that is attractive to look at and does a good job of providing your clients with useful
information.
Brand
The way you present of your brand to potential clients is one of the most important things you can do. If you
are honest about who you are, what you stand for, and what you represent, customers are more likely to buy
from you.

Store signage
Making and displaying an intriguing and appealing shop sign will draw customers into your establishment.
Making a good first impression is crucial for new businesses, and your first clients will most likely visit you as a
result of the impression your store signage makes on them.
Weaknesses

Reliability
If it fails to change regularly, the information on your website could not be trustworthy. A disclaimer on the
accuracy of the data must be published and any updates must be made as soon as they are necessary.
SPAM
the equivalent of junk mail on the internet. This is one of the drawbacks of a website that can be troublesome.
If you don't utilise FormGuard or a captcha application, spam emails will soon start flooding your inbox if you
have a contact

Implementation of technology
Technology is used in the first stage of the barbershop through digital booking systems. This system
streamlines the booking process and ensures that customers get their desired time slot. Additionally, it also
allows customers to view barbershop availability, check their appointment status, and even receive
notifications when their appointment is about to start.
This system has made the entire experience more convenient and efficient for both customers and barbers by
making it convenient for customers to book appointments without having to wait in line or make phone calls
while also allowing barbershops to manage their customer flow effectively, ensuring that they are not
overbooked or understaffed. This system has helped us improve our efficiency by reducing the waiting times,
and it has also made it easier for us to adjust our schedules based on customers' demands.

At the waiting stage while the customers wait at the lounge area, we use TV screens and digital displays to
inform customers about our services, pricing, and promotions. This technology allows our barbershop to
communicate with our customers effectively while they wait for their turn. It also helps us market new services
or products that our barbershop may be offering in the present or future.

During the haircutting stage is where technology has one of the biggest impacts. By using modern and
advanced equipment like electric razors, trimmers and clippers, styling and grooming services are delivered
more quickly and effectively than ever before. This has not only significantly improved productivity but has also
increased the accuracy and precision of the service including the quality of the haircuts and shaves.
Additionally, the use of automation and robotic systems has helped with repetitive tasks like hair washing
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enables the staff to have more time to focus on more customer-facing activities. This has positively improved
the overall customer experience and reduced waiting times.

We have also implemented technology in the payment stage by offering different Digital payment methods
such as bank transfers, TouchNGo, Grabwallet and Credit or Debit card payment options. These payment
options have made the payment process faster, more secure, and more convenient for customers. This
eliminates the need for cash therefore customers no longer have to worry about carrying cash and makes the
entire payment process easier and faster. Not only that, but customers can also take advantage of loyalty
programs and other discounts if they use the automated payment system.

Technology has a huge impact on the barbershop industry. From digital booking systems, to automated
payment systems right up to providing an immersive grooming experience, it has improved our efficiency,
enhanced the quality of services we offer and made payments more convenient. Therefore, the adoption of
technology in barbershops is a welcome development that has improved the overall grooming experience for
customers.

Suggestions for the betterment of the service in the future.

There are few suggestions that can be used in order to improve our service in the future and here are the
listed ways to do so.
1. Enhance customer experience: The key to a successful service is to focus on the needs and
expectations of the customers. Businesses should focus on improving customer experience by providing
personalized, efficient, and effective service. This can be done by providing 24/7 customer support, reducing
wait times, and offering a variety of communication channels.

2. Embrace technology: With advancements in technology, businesses should embrace new tools and
platforms to improve their services. This can include chatbots, AI-powered customer service, and self-service
portals.

3. Implement feedback loops: Regularly gathering feedback from customers can help businesses
understand their pain points and improve their services accordingly. Companies should set up feedback loops
that enable them to quickly respond to customer concerns and suggestions.

4. Invest in employee training: The quality of service depends on the skills and knowledge of the
employees. Therefore, companies should invest in training their employees to provide excellent service. This
can include customer service skills, product knowledge, and problem-solving.

5. Monitor performance: Measuring and monitoring performance can help businesses identify areas that
need improvement. Key performance indicators (KPIs) such as response time, customer satisfaction, and
issue resolution rates should be tracked regularly to ensure that service levels are maintained or improved.
Overall, to improve services in the future, businesses need to focus on enhancing customer experience,
embracing technology, implementing feedback loops, investing in employee training, and monitoring
performance.
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