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Library's collection Library's IT development CancelIn the company where I did my internship, Dauni Spa, I found there are
various practices of massage techniques performed by the therapists that lead to
inconsistency in the service qualities. Some therapists used the old techniques
while the others used the new techniques in giving massage. This problem can
certainly lead to unsatisfactory treatment because the customers will not be
satisfied to receive inconsistent service quality. Aside from this problem, many
newly-recruited therapists did not know the standard procedures of massage in
Dauni Spa while they needed to start working very soon. Therefore, I intend to
make a standard operating procedure (SOP) video as a solution to the problems. A
SOP video could give them vivid pictures of the right steps and techniques which
they have to do in a massage. For the newly recruited therapists, it can give
effective and efficient instructions so they can learn the standard procedures in
Dauni Spa directly from the video. For the old therapists, this video works as a
standard service quality that should be put into practice by all therapists. The basic
content of this video is the procedures of the massage and a little background
information about Dauni Spa. The procedures of the massage consist of the
preparation before massage, warm-up session, the massage process, and the
massage closing. The background information about Dauni Spa consists of a little
history of the company, the branches and the employees that it has. From this
video, there are some benefits that Dauni Spa can get. It will complete the written
SOP that they have already had. Besides, it can cut down the cost of hiring a
trainer and bring a good impact to the customers’ satisfaction. If all therapists in
Dauni Spa do the treatment just as well as the therapist in the video, all customers
will be satisfied. If the customers are satisfied with the service, they will buy the
services again and it can indirectly increase the sales of the company.