MANAGEMENT INFORMATION SYSTEM

Third Year Information Technology

Part 16Applications of MIS(Service Sector)

Tushar B Kute,Sandip Institute of Technology & Research Centre, Nashiktbkute@gmail.com

PRINCIPLES OF SERVICE BY TOM PETERS Listen, understand and respond to

customers. Define a superior service and establish

service strategy. Set standards, measure and

performance. Select, train and empower the

employees to work for customers. Recognize and reward the

accomplishments.

SERVICE PROCESS CYCLE

Stage Steps Ex: passenger service

Initiation Enquiry, information seeking, checking, assessing

Seeking information on flights, fare, services, timings, facilities

Transition Steps towards or prior to effecting the service

Issue of ticket and instructions about check in of baggage, pre-boarding service

Pre-service Check and cross-check of documents, records, vouchers. Providing guidance, exchange of documents, assurance of quality

Ticket inspection at counter, issue of boarding pass, movement guidance for security check

Service Effecting the service delivery with goods, physical assistance

Finding seat, provide in-flight assistance and services

Post-service Concluding the service, providing existing assistance. Service recovery

Baggage arrival and reclaiming, exit guidance, next flight information, transport assistance

CUSTOMER SERVICE DESIGN

SERVICE PRODUCT FORMULATION

Who is the customer? What is the service scope? How it is delivered? What is the quality level? What additional features to provide? What should be the price of service? Where should be offered and what facilities

to provide? Who would drive the service process? What process design would deliver the

scope?

SERVICE MANAGEMENT SYSTEM

SERVICE INDUSTRIES

Airlines Hotels Hospitals Banking Insurance Education

AIRLINES

Operative function is to move people and goods from one location to the other safely on time.

The perceptions about good service- Schedule Convenience Prices Seat comfort Meal quality Treatment by crew Facilities at airport

AIRLINES: DISTINCTIVE SERVICE

Assistance in the travel arrangements, arranging the hotel accommodation, surface transport to and fro to the airport etc.

The MIS application would be towards supporting all decisions which affect the objective of offering distinctive service to customers having different expectations and perceptions.

They concentrate on the process and outcome of the service.

AIRLINES: SERVICE GOALS

One complaint per 1,00,000 passengers.

95 percent occupancy to conclude that schedules are convenient.

Throughput time, check in to check out is less than 10 minutes.

PASSENGER INFORMATION

Type, class and purpose of travel. The socio-economic group. The duration of stay at destination. The food and eating habits. The language and communication needs. The expectations on the service before and

after the journey. The traffic flow between the towns, cities and

countries.

INFORMATION ON THE AVIATION INDUSTRY Safety, security and availability of

planes. New purchases Planned replacements Investment in the infrastructure

facilities. Manpower training.

HOTELS

Traditionally, Hotels are means for those who do not have home or place to stay, when they are away from home. It is viewed as the place for convenience.

The transition has taken place from convenience to comfort, comfort to enjoyment, enjoyment to service.

Designed for- Individual’s stay Business executives Family Tourist groups

HOTELS: MIS RESPONSIBILITIES

Keep the track of customer profiles Monitoring occupancy level Project future needs Monitor the level of expectations Monitor the communication needs Customer database

KEEP TRACK OF CUSTOMER PROFILE

Customer database Type of customer The nature or purpose of visit The duration of stay The service demanded The socio-economic class of the customer The religion, language, and the culture

It will enable to take investment decisions.

MONITORING OCCUPANCY LEVEL

Control the occupancy at higher level. It will help to take decisions by-

Evolving different tariff schemes Attractive gift Discount schemes More personalized service.

PROJECT FUTURE NEEDS

Place for- Business meetings Conferences Exhibitions Marriage parties Entertainment shows

MONITOR THE LEVEL OF EXPECTATIONS Fast service The manner or process of offering the service Building proper manpower grid.

MONITOR COMMUNICATION NEEDS

Interaction with the customer a comfortable exercise.

Upgrade the knowledge and skills of employee.

Communication at reception? Answer the queries from the tariff to the facilities

of hotel. Speaking the language of customers Services offered Information on sight-seeing places Other hotels, important locations Different ways of greetings with customers.

CUSTOMER DATABASE

Personal information about the customers. Their room choice Food habits Special likings Record of contacts

Customer interaction and back office systems.

HOSPITAL

These are required to run as business institutions with the mission of the best health care for the people.

The scope of services include health care guidance, preventive care, post clinical attention, care and advice.

Medical Engineering?

FRONT END APPLICATIONS

Patient database Medical server database Resource planning and control Medical care history database.

BACK OFFICE APPLICATIONS

Core applications- Manpower and personnel planning Payroll and the employee related

applications Hospital billing and recovery The expiry data management Financial accounting, expense control Maintenance of service facilities Resource utilization and analysis.

BACK OFFICE APPLICATIONS

Critical control applications- Patient waiting time and service cycle. Non-use of critical resources. Stockouts of critical drugs, and time taken

to restore supply. Number of patients admitted, treated,

cured. New trends in service demands Analysis of delay in terms of duration and

causes.

BANKING

It is a place where the financial services are offered, viz. checking, saving and providing credit to customers.

Customer choose the banks on- The ease of doing business The quality of personnel and service The range of the financial services.

CUSTOMER DATABASE

The service expectations and perceptions revolve around the following factors- Customer- individual, company,

institutions. Operator- housewife, employee, officer of

organization. Range of service- savings, credit and

payment. Class of customers- income group,

corporate bodies. Working Hours- morning, afternoon,

evening.

SERVICE TO ACCOUNT HOLDERS

Reports to management- Non-moving account Account having balance > 50,000 Account going down minimum balance. Routine payments are not made. The routine credits are not arrived. The defaults on loan repayments. Delay on crediting cheque amounts. Sudden rise and fall in account movement.

SERVICE TO BUSINESS PROMOTIONS

Offering credit to right kind of customers.

It is necessary to study the business trends and solicit the customers from upcoming and growing business sector.

Data analysis- decides the future strategies.

HUMAN RESOURCE UPGRADE

Any amount of mechanization and computerization is not a substitute to service with a smile.

Training courses for the employees to improve their knowledge about banking and financial world.

E.g. a multinational bank has set standards on satisfying the query in the first phone call, cheque clearance time, waiting time etc. It has set eighty-one ‘Quality Indicators’ for the bank card business and so on.

INSURANCE

Risk management. The risk may cover ‘life’ through life

insurance, ‘liability’ through liability insurance, ‘accident’ through accident insurance, ‘breakdown’ of equipment through breakdown insurance etc.

Distinctive service by- Risk coverage Risk handling Claim settlement.

Four principles- Simple products Low premium High risk standards Cautious investments

MIS IN INSURANCE

The information for development of new insurance products through different policies.

The settlement of claim, in terms of time, value and fairness.

The administration and management of the existing policies.

INFORMATION FOR NEW PRODUCTS

Conducting a survey for new needs through regular contacts with business and industry. Risk accidents Cost of risk management Identifying the risk conditionality Assessment of insurance premium

New trends Computer breakdown Old age health care Consignment insurance Export credit insurance, farm insurance

SETTLEMENT OF CLAIMS

How soon the claim is settled? Lot of time spent leads to customer

dissatisfaction. It is necessary to build different indices

of the claim processing and keep the track of claim settlement.

The MIS should bring out exception report on the claim pending, not settled, rejected.

MANAGEMENT OF POLICIES

Issues- Renewal of a policy Revision of a policy

The systems included- Customer data management system Commission, billing and claim settlement Premium accounting and policy analysis

EDUCATION

The process by which society deliberately transmits its accumulated knowledge, skills and values from one generation to another.

Variety of data needed at geographical and administrative hierarchies.

EMIS

An Education Management Information System (EMIS) is a system for the collection, integration, processing, maintenance and dissemination of data and information to support decision making, policy-analysis and formulation, planning, monitoring and management at all levels of an education system.

It is a system of people, technology, models, methods, processes, procedures, rules and regulations that function together to provide education leaders, decision makers and managers at all levels with a comprehensive, integrated set of relevant, reliable, unambiguous, and timely data and information to support them in completion of their responsibilities.

MAJOR CHALLENGES

Design and management of consistent, efficient and functional information system.

Heavy competition in the education sector.

ROLE OF MIS

Students database Basic information about the students. Monitoring the progress of students.

Facilitates Database Planning and allocation of resources. Faculty information.

Support for Basic Management activities: HR, Accounting, Finance.

DATA COLLECTION

ACCESS AND DISSEMINATION

EMIS MODEL

EMIS MODEL

REFERENCES

Waman Jawadekar, "Management Information Systems Text & Cases- A Digital Firm Perspective” , 4th Edition, Tata McGraw-Hill Education Private Limited.