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Application of MIS in Service  <ul><li>Group members </li></ul><ul><li>Sudhir Kumar </li></ul><ul><li>Sikander Kushwaha </...
Introduction   <ul><li>Providing the most satisfying service to the customers  </li></ul><ul><li>MIS found for manufacturi...
Goods and Services <ul><li>Goods  are things you can buy that you can touch. Can you buy apples? Can you touch apples? The...
<ul><li>How product and service changes according to time? </li></ul><ul><li>KIRANA SHOP- SHOPPING MALL </li></ul><ul><li>...
<ul><li>Create a distinctive service and remain competitive </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
Principles of distinctive service  <ul><li>Tom Peter stated five principles of distinctive service : </li></ul><ul><ul><li...
Service process Cycle  11/20/09 Xavier Institute - XIDAS, Jabalpur Stages in service cycle  Steps in stage  Example- educa...
Customer design <ul><li>Service process designer design the customer service based on the assessment and analysis of custo...
Resource data base Facilities data base application Service job data base knowledge Customer data base Accounts data base ...
Application of MIS in service Sector 11/20/09 Xavier Institute - XIDAS, Jabalpur
MIS for Hotel <ul><li>People prefer hotels when they are out of their homes, might be on vacations, spending their leisure...
Cont… <ul><li>Main function of hotel industry is to provide a room to stay with basic amenities and facilities so that cus...
Initiation for service <ul><li>Customer queries(telephone, web, e-mail) </li></ul>Capture requirement Process query and co...
Transition to service <ul><ul><ul><li>Customer arrives at hotel reception </li></ul></ul></ul>Enter reservation confirmati...
Pre-service <ul><ul><ul><li>Customer gives passport, a letter, visiting card </li></ul></ul></ul>Process document Enter cu...
Service <ul><li>  Service requests: lunch, dinner, room service </li></ul>Process feedback record Aggregation of service t...
Post-Service <ul><li>Customer gives feedback </li></ul>Knowledge database Process feedback record Process a letter of than...
11/20/09 Xavier Institute - XIDAS, Jabalpur
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Application Of Mis In Service Sector

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Transcript of "Application Of Mis In Service Sector"

  1. 1. Application of MIS in Service <ul><li>Group members </li></ul><ul><li>Sudhir Kumar </li></ul><ul><li>Sikander Kushwaha </li></ul><ul><li>Sitakant Behara </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  2. 2. Introduction <ul><li>Providing the most satisfying service to the customers </li></ul><ul><li>MIS found for manufacturing sectors does not match with service sector </li></ul><ul><ul><li>Hotels </li></ul></ul><ul><ul><li>Hospital </li></ul></ul><ul><ul><li>Airlines </li></ul></ul><ul><ul><li>Insurance </li></ul></ul><ul><ul><li>Banking </li></ul></ul><ul><ul><li>Finance </li></ul></ul><ul><li>Managers put lot of efforts in a service industry to create a distinctive service to remain competitive </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  3. 3. Goods and Services <ul><li>Goods are things you can buy that you can touch. Can you buy apples? Can you touch apples? Then the apples are goods. </li></ul><ul><li>Service From time to time we also buy things that cannot be touched. </li></ul><ul><li>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. </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  4. 4. <ul><li>How product and service changes according to time? </li></ul><ul><li>KIRANA SHOP- SHOPPING MALL </li></ul><ul><li>MARRIED LIFE – LIVE in RELATIOSHIP </li></ul><ul><li>PHYSICAL EXISTANCE- VIRTUAL EXISTANCE </li></ul><ul><li>TALKIES – MUTI PLEX </li></ul><ul><li>DEGREE - CAREER </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  5. 5. <ul><li>Create a distinctive service and remain competitive </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  6. 6. Principles of distinctive service <ul><li>Tom Peter stated five principles of distinctive service : </li></ul><ul><ul><li>Listen, Understand and Respond to the customers; </li></ul></ul><ul><ul><li>Define a Superior Service and establish a Service Strategy; </li></ul></ul><ul><ul><li>Set standards and measure the performance; </li></ul></ul><ul><ul><li>Select, Train and Empower the employees to work for the customers; and </li></ul></ul><ul><ul><li>Recognize and reward the accomplishments. </li></ul></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  7. 7. Service process Cycle 11/20/09 Xavier Institute - XIDAS, Jabalpur 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
  8. 8. Customer design <ul><li>Service process designer design the customer service based on the assessment and analysis of customer choice, preference and quality expectation, willingness to pay the price . </li></ul>Customer service design people place price promotion product 11/20/09 Xavier Institute - XIDAS, Jabalpur
  9. 9. 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 11/20/09 Xavier Institute - XIDAS, Jabalpur
  10. 10. Application of MIS in service Sector 11/20/09 Xavier Institute - XIDAS, Jabalpur
  11. 11. MIS for Hotel <ul><li>People prefer hotels when they are out of their homes, might be on vacations, spending their leisure time, or on some official duties. </li></ul><ul><li>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. </li></ul><ul><li>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. </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  12. 12. Cont… <ul><li>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. </li></ul><ul><li>Responsibilities of MIS plays important role of providing information to the best possible way, so that customers expectations are fulfilled. </li></ul>11/20/09 Xavier Institute - XIDAS, Jabalpur
  13. 13. Initiation for service <ul><li>Customer queries(telephone, web, e-mail) </li></ul>Capture requirement Process query and confirm requirement Create room application record Process room reservation Reserve room by date in schedule Intimate confirmation to customer 11/20/09 Xavier Institute - XIDAS, Jabalpur
  14. 14. Transition to service <ul><ul><ul><li>Customer arrives at hotel reception </li></ul></ul></ul>Enter reservation confirmation details Process and confirm availability record Process reservation record of stay Validate customer record record Fill form Start recover process Not OK OK 11/20/09 Xavier Institute - XIDAS, Jabalpur
  15. 15. Pre-service <ul><ul><ul><li>Customer gives passport, a letter, visiting card </li></ul></ul></ul>Process document Enter customer data and room Customer database Room database 11/20/09 Xavier Institute - XIDAS, Jabalpur
  16. 16. Service <ul><li> Service requests: lunch, dinner, room service </li></ul>Process feedback record Aggregation of service transaction data Process bills and summary Process payment Enter service record Customer database Knowledge database Accounts database Server 11/20/09 Xavier Institute - XIDAS, Jabalpur
  17. 17. Post-Service <ul><li>Customer gives feedback </li></ul>Knowledge database Process feedback record Process a letter of thanks Close the service and customer record Enter feedback form 11/20/09 Xavier Institute - XIDAS, Jabalpur
  18. 18. 11/20/09 Xavier Institute - XIDAS, Jabalpur
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