CASE STUDY Ballarat Beauty Basics Ballarat Beauty Basics provides a range of basic beauty therapy options. Fast hair, waxing and nail treatments are available for clients from Ballarat and outlying areas. Ballarat Beauty Basics provides services to new clients and existing clients. Ballarat Beauty Basics is all about fast service. Hair appointments offered include a cut and blow wave only (colouring or foils etc are not offered). Waxing treatments include half leg, eyebrows, and upper lip. Nail treatments include manicures or pedicures. Ballarat Beauty Basics has been newly renovated with specialist rooms for waxing and nail treatments. Social networkers rave about the quality of service, cleanliness of the salon and the friendly professional staff. Existing clients can select a package treatment. This deal combines hair, waxing and nail treatments as a package deal at a 10% discounted rate. Both existing and new clients can request individual services at standard rates. The package deal includes hair treatment, facial waxing and a manicure or pedicure. The package treatment takes a beauty therapist 1 hr and 45 minutes to administer. Individual services take 30 minutes for a hair treatment, 30 minutes for waxing and 45 minutes for nail treatments. Upon arrival all clients are requested by reception staff to sign-in, confirm their name and phone number. They must also wash their hands in the antiseptic hand sanitiser provided. This takes around 5 minutes. New clients are requested by reception staff to arrive around 15 minutes early to allow time to complete a confidential client contact details form and a photo and story release form which allows reception staff to upload photos and client stories to social networking sites. Existing clients are asked to provide any updates to their home address and email address. The new client information is entered into a secure online database by reception staff. At the end of each appointment the beauty therapist enters details of treatments onto the clients electronic record, this takes the therapist around 5 minutes. Setting up a new client record takes the receptionist around 30 minutes. Reception staff upload photos and stories from all consenting clients, and reply to any posts on all social network sites every evening prior to closing time, this takes 30 minutes, Beauty products are also offered for sale in product packages. The hair package contains shampoo, conditioner and Moroccan oil. The skin package contains a toner, cleanser and moisturizer. These are offered at standard rates to new clients and a 6% discount is offered to existing clients. On check-out reception staff provide all clients with a copy of the salons latest newsletter and existing clients also receive a show bag of beauty give-aways. Each client is asked to pay their fees in full. A discount of 5% on any hair, skin or nail treatment is given to existing clients with health care cards or pensioner cards. The discount check usually takes around 5 minutes for each appointment. All clients are invited to book in for their next appointment. This takes around 5 minutes. Fees for hair, skin and nail treatments are as follows:

c) apply Dijkman et als (2011) technique discussed in lectures to prepare a case function matrix and identify all associated processes d). use appropriate software, model any two (2) of the processes identified in part (c)

Package deal Rate Discount 10% (existing clients) Health care/pensioner 15 % (existing client) Standard (all clients) Health care/pensioner 5% Standard (new clients) Discount 6% (existing clients) Individual services Hair $45.00 $42.50 $50.00 $47.50 $60.00 $56.40 Skin $45.00 $42.50 $50.00 $47.50 $80.00 $75.20 Nail $54.00 $51.00 $60.00 $57.00 Product packages Package deal Rate Discount 10% (existing clients) Health care/pensioner 15 % (existing client) Standard (all clients) Health care/pensioner 5% Standard (new clients) Discount 6% (existing clients) Individual services Hair $45.00 $42.50 $50.00 $47.50 $60.00 $56.40 Skin $45.00 $42.50 $50.00 $47.50 $80.00 $75.20 Nail $54.00 $51.00 $60.00 $57.00 Product packages