1.

Introduction

1.1 Company Background

Banahaw Heals Spa Paseo de Carmona is one of the branches of the widest massage franchise
in Southern Tagalog. It is located in Unit 11 Great Luck Bldg., Brgy. Maduya, Carmona, Cavite.
Owned by Edgardo Ong and managed by Grapes Ong, it started its operation on July 28, 2012
and six beds are available to accommodate the clients. Swedish massage, 5-in-1 massage
(Swedish, Tuina, Hilot, Thai, and Shiatsu), foot and hand reflex, coffee body scrub, sauna,
ventusa, netibo, etc. are offered in low price. Banahaw Heals Spa members can enjoy 50%
discount on services and packages. Banahaw Heals Spa Paseo de Carmona branch is open from
10 oclock in the morning until 10 oclock in the evening. Shown in Figure 1-1 is the logo of
Banahaw Heals Spa.

Figure 1-1. Logo of Banahaw Heals Spa

1.2 Problem

On the average, the Banahaw Heals Spa is unable to accommodate all of their customers arriving
during a day of operation. This was affected by the time of service per customer; which depends
on the kind of service they want to avail. Moreover, due to the limited number of beds, they also
have a limited number of therapists per day to provide services to their customers. This means
that the spa can accommodate more of their customers if they have more therapists to cater them
in a day of operation which will depend on the number of additional beds.
 1.3 Objectives

The general objective of this study is to increase the service level of the spa to 90%. Also, this
study specifically aims to:

Simulate the current system of the spa;

Compute the optimal number of bed for a day of operation;
Reduce non-value adding activity of the workers; and
Create a Pro Model simulation of the proposed changes.

2. Systems Documentation

Banahaw Heals Spa offers 11 types of service to customers: 5-in-1 Full Body Massage, 5
packages and 5 combos. Table 1 shows the types of services and its corresponding price.

Table 2.1 Banahaw Heals Spa services price range.

Services Price
5-in-1 Full Body 200
Massage
Package 1 350
Package 2 550
Package 3 600
Package 4 550
Package 5 450
Combi 1 250
Combi 2 250
Combi 3 400
Combi 4 250
Combi 5 350

Banahaw Heals spa has an estimated area of 198 sqm. Figure 2-1 shows the current layout of
the spa. Meanwhile, it has 7 staff: 1 receptionist and 6 therapists. Though it offers 11 types of
services, it follows a standard process. Figure 2-2 shows the process flow chart of the service
firm.
Figure 2-1. Current Layout of Banahaw Heals Spa Paseo de Carmona
 Start

Customer inquires
in the reception Yes
area

Is there an
Is the customer
available No No Customer leaves
willing to wait?
therapist?

Yes

Customer enters
massage room

Therapist prepares
Therapist prepares
Massage tea while customer
footwash
wears clothes End

Therapist refills oil

and prepares Therapist arranges
Wash customers Customer takes
towel while bed for next
feet tea
customer removes customer
clothes

Figure 2-2. Process Flow Chart of Banahaw Heals Spa

The initial step in the process of Banahaw Heals Spa is customer inquiry in the reception area
where customer gets to pick what kind of service he/she wants to avail. After which, customer
waits in the waiting area for the first available therapist.

When a therapist is available, customer enters the massage room. The therapist then prepares
the foot wash depending on the customers preference. Therapist washes customers feet
afterwards. Next, customer removes clothes and wears the drape provided to them while therapist
prepares the necessary materials needed like oil and towels. The therapist can also have a
bathroom break if the customer is not yet ready. Once the customer is ready, therapist proceeds
with the chosen service by the customer. The customer then wears his/her clothes back while
therapist prepares the tea. Customer takes tea and afterwards pays in the reception area.
Therapist then prepares the room for the next customer. Table 2.2 shows the total time spent per
each type of service availed by customer whereas table 2.3 shows the standard time per individual
activity.

Table 2.2. Total time per service offered in Banahaw Heals Spa

Services Total Time

(in minutes)
5-in-1 Full Body Massage 60
Package 1 90
Package 2 90
Package 3 95
Package 4 125
Package 5 95
Combi 1 40
Combi 2 60
Combi 3 90
Combi 4 70
Combi 5 80

Table 2.3. Standard time per activity of the processes in Banahaw Heals Spa

Standard time per

Activity
activity
A Massaging 74.9536
B Preparing tea 3.2401
C Serving tea 4.1041
D Arranging bed 4.6441
E Refilling oil 3.5641
F Preparing clients towel 1.9440
G Preparing foot wash 3.1321
H Washing clients feet 2.0520
 Folding bed sheets, pillow cases,
I 3.4561
and towels
Arranging bed sheets, pillow
J 2.1600
cases, and towels in cabinet

Therapists salary depends on the commission they get for the service availed to them. They do
not specialize on any service rather, they do rotations in providing service to customers. They do
have P50 transportation allowance and P25 meal. Table 2.4 shows the schedule of therapists.
Note that they do not have breaks. Their breaks depend on whether they are entertaining a client
or not.

Table 2.4 Therapist work schedule in Banahaw Heals Spa

Monday to Thursday:
Start of Shift End of Shift
4 therapists 10AM 9PM
2 therapists 1PM 10:30PM

Friday to Sunday
Start of Shift End of Shift
4 therapists 10AM 9PM
2 therapists 12PM 10:30PM

3. Preliminary Input Analysis

The relevant data needed in the study are presented in Figure 3.1. Customer inter-arrival time,
service rate, arrival rate and the service package availed are the input data with the number of
beds, work schedule and service package availability as the controllable factors. Furthermore, the
performance measure are the therapist utilization, probability of balking and the service level of
the spa.
 Blackbox Model

A. Inter Arrival time

Inter Arrival Time

Distribution Mean SD Median Minimum Maximum Skewness Kurtosis
Normal 0.273148 0.408335 0.16667 0 2.3333 2.14022 5.52131

B. Type of Service Availed

Services Percentage
5-in-1 Full Body
Massage 0.263681592
Package 1 0.472636816
Package 2 0
Package 3 0.009950249
Package 4 0.014925373
Package 5 0.004975124
Combi 1 0
Combi 2 0.233830846
Combi 3 0
Combi 4 0
Combi 5 0
 SERVICE LEVEL AND UTILIZATION IMPROVEMENT THROUGH
SIMULATION OF BANAHAW HEAL SPA, CARMONA CAVITE

BRAGADO, MA. MHARBY RISSA

CARIO, MAUREEN
MOLINA, JESUS ANTHONY
TANDOC, ANGELICA

SUBMITTED TO THE FACULTY OF

DEPARTMENT OF INDUSTRIAL ENGINEERING
COLLEGE OF ENGINEERING AND AGRO-INDUSTRIAL TECHNOLOGY
UNIVERSITY OF THE PHILIPPINES LOS BAOS
IN PARTIAL FULLFILLMENT OF THE
REQUIREMENTS FOR

IE 144: SYSTEMS SIMULATION

BACHELOR OF SCIENCE IN INDUSTRIAL ENGINEERING

NOVEMBER 2016