application of mis in service sector

Application of MIS in Application of MIS in Service Service

Group members

Sudhir KumarSikander KushwahaSitakant Behara

04/11/23 1Xavier Institute - XIDAS, Jabalpur

IntroductionIntroduction Providing the most satisfying service

to the customers MIS found for manufacturing sectors

does not match with service sector ◦ Hotels◦ Hospital◦ Airlines◦ Insurance◦ Banking◦ Finance

Managers put lot of efforts in a service industry to create a distinctive service to remain competitive


Goods and ServicesGoods and ServicesGoods are things you can buy that you can touch. Can you buy apples? Can you touch apples? Then the apples are goods.

Service From time to time we also buy things that cannot be touched.

For example, We buy repairs and cleaning for our teeth when we go to the dentist. In this case, we are buying a SERVICE. It is something done for us.


How product and service changes according to time?

KIRANA SHOP- SHOPPING MALL

MARRIED LIFE – LIVE in RELATIOSHIP

PHYSICAL EXISTANCE- VIRTUAL EXISTANCE

TALKIES – MUTI PLEX

DEGREE - CAREER


Create a distinctive service and remain competitive


Principles of distinctive Principles of distinctive service 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; and◦ Recognize and reward the accomplishments.


Service process Cycle Service process Cycle Stages in service cycle

Steps in stage Example- educational institute (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, application form

Service Effecting the service, delivery with the goods

Best faculty with infrastructure.

Post service Concluding the service, existing assistance

Giving world class placement


Customer designCustomer designService process designer design the

customer service based on the assessment and analysis of customer choice, preference and quality expectation, willingness to pay the price .

Customer

service design

people

place

pricepromotion

product


Resource data base

Facilities data base

application

Service job data

base

knowledge

Customer data base

Accounts data base

Back end application

Front end

PC PC PC PC

Conceptual SMS Architecture Model

Network server


Application of MIS in service Application of MIS in service SectorSector


MIS for HotelMIS 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 it’s a place for business meetings, interviews, conferences, live concerts. Every time the hotel needs to undergo change according to the needs of the customers.

04/11/2311Xavier Institute - XIDAS, Jabalpur

Cont…Cont…• Main function of hotel industry is to

provide a room to stay with basic amenities and facilities so that customer has a comfortable stay. Managers put all efforts to keep hotel occupancy high all the times.

• Responsibilities of MIS plays important role of providing information to the best possible way, so that customers expectations are fulfilled.


Initiation for serviceInitiation for serviceCustomer queries(telephone, web, e-

mail)Capture

requirement

Process query and confirm requirement

Create room

application record

Process room reservation

Reserve room by date in

schedule

Intimate confirmati

on to customer


Transition to serviceTransition to serviceCustomer arrives at hotel reception

Enter reservatio

n confirmation details

Process and confirm

availability record

Process reservation record of

stay

Validate customer record

record

Fill form

Start recover process

Not OK

OK


Pre-servicePre-serviceCustomer gives passport, a letter, visiting

card

Process document

Enter custome

r data and

room

Customer

database

Room databas

e


ServiceService

Service requests: lunch, dinner, room service

Process feedback

record

Aggregation of service

transaction data

Process bills and

summary

Process payment

Enter service record

Customer database

Knowledge database

Accounts database

Server


Post-ServicePost-Service

Customer gives feedback

Knowledge

database

Process feedback

record

Process a letter of thanks

Close the service

and customer

record

Enter feedback form


application of mis in service sector

Education