Rokiah owns The RH Health Spa in Kuala Lumpur. The customers of The RH Health Spa are people of…

Rokiah owns The RH Health Spa in Kuala Lumpur. The customers of The RH Health Spa are people of all ages who are interested in their health. Rokiah employs two

qualified workers to provide the treatments for customers. Rokiah herself also provides customers with treatments. In addition, she does all the administration such as

ordering inventory, accounts and paying invoices when the spa is closed. The RH Health Spa still uses the original treatment equipment which was purchased when the

business started 10 years ago. Some spas nearby have the latest equipment but these spas charge much higher prices than The RH Health Spa. Rokiah records all the

financial transactions by filling in accounts books by hand. This takes her a long time. Customers book appointments using the telephone and Rokiah later telephones them

to remind them when an appointment is due.

(a) Discuss TWO (2) ways to achieve good quality service at the health spa.

(b) Suggest THREE (3)ways that could help Rokiah improve her business.

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