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Application of MIS in Service

Group members

Sudhir

Sikander

Sitakant

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Introduction

Providing the most satisfying service to thecustomers MIS found for manufacturing sectors does

not match with service sector Hotels

Hospital Airlines Insurance Banking Finance

Managers put lot of efforts in a serviceindustry to create a distinctive service toremain competitive

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Goods and Services

Goods are things you can buy that youcan touch. Can you buy apples? Canyou touch apples? Then the apples

are goods.

Service

From time to time we also buy things thatcannot be touched.

For example, We buy repairs and cleaningfor our teeth when we go to the dentist. In

this case, we are buying a SERVICE. It is

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How product and service changesaccording time.

KIRANA SHOP- SHOPPING MALL

MARRIED LIFE LIVE in RELATIOSHIP

PHYSICAL EXISTANCE- VIRTUAL EXISTANCE

TALKIES MUTI PLEX

DEGREE - CAREER

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Create a distinctive service and remain

competitive

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Principles of distinctive

service

Tom Peter stated five principles of distinctive service

Listen, Understand and Respond to the customers

Define a Superior Service and establish a Service Strategy

Set standards and measure the performance

Select, Train and Empower the employees to work for the

customers

Recognize and reward the accomplishments.

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Service process Cycle

Stages in servicecycle

Steps in stage Example- educationalinstitute (XIDAS)

Initiation of service Enquiry, information,

seeking, checking,

assessing

Through website,

advertisement

Transition to service Step towards service Information brochure &online application form.

Pre-service Cross checking the

document, records

Cross check the

certificate.

Service Effecting the service,

delivery with the goods

Best faculty with

infrastructure.Post service Concluding the service,

existing assistance

Giving world class

placement

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Customer design

Service process designer design the customerservice based on the assessment and analysis of

customer choice, preference and quality

expectation, willingness to pay the price .

Custom

erservice

design

people

place

pricepromo

tion

produc

t

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Resource

data base

Facilities

data base

application

Service

job data

base

knowledg

eCustome

r database

Account

s data

base

Back endapplication

Front end

PC PC PC PC

Conceptual SMS

Architecture Model

Network server

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Application of MIS in service

Sector

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MIS for Hotel

People prefer hotels when they are out of their homes,

might be on vacations, spending their leisure time, or

on some official duties.

Hotel is a place where people would like to have a

distinctive service. Due to lot of competitions in the

hotel service, the concept has changed from

convenience of stay to comfort and enjoyment.

Today, hotels are not only meant for a individual stay

but now its a place for business meetings, interviews,

conferences, live concerts. Every time the hotel needs

to undergo change according to the needs of the

customers.

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Cont

Main function of hotel industry is toprovide a room to stay with basicamenities and facilities so that

customer has a comfortable stay.Managers put all efforts to keep hoteloccupancy high all the times.

Responsibilities of MIS plays

important role of providing informationto the best possible way, so thatcustomers expectations are fulfilled.

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Initiation for service

Customer queries(telephone, web, e-mail)

Capture

requiremen

t

Process

query and

confirm

requirement

Create room

application

record

Process room

reservation

Reserve

room by date

in schedule

Intimate

confirmation

to customer

http://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppt

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Transition to service

Customer arrives at hotel reception

Enter

reservation

confirmatio

n details

Process and

confirm

availability

record

Process

reservation

record of stay

Validate

customer

record

record

Fill

form

Start

recoverprocess

Not

OK

OK

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Pre-service

Customer gives passport, a letter, visiting card

Process

document

Enter

customer

data androom

Custome

rdatabase

Room

database

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Service

Service requests: lunch, dinner, room service

Process

feedback

record

Aggregation of

service

transaction data

Process bills

and summary

Process

payment

Enter

service

record

Customerdatabase

Knowledge

database

Accounts

database

Server

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Post-Service

Customer gives feedback

Knowledge

database

Process

feedback

record

Process a

letter of

thanks

Close the

service

and

customerrecord

Enter

feedbac

k form