The supply chain process of square group of ltd. of bangladesh assignment hrm
FINAL SIP REPORT
1. 1
A REPORT ON
MANAGEMENT INFORMATION SYSTEM IMPLICATION
At KOSMODERMA CLINICS AND SPA
BY
KISHAN S R
Enrollment Number: 14BSP0665
2. 2
A REPORT
ON
MANAGEMENT INFORMATION SYSTEM IMPLICATION
At KOSMODERMA CLINICS AND SPA
By
KISHAN S R
14BSP0665
A report submitted in partial fulfillment of
The requirements of
PGPM Program of
IBS BANGALORE
Distribution list:
Prof. Lakshminarsimha A Crispina John
(Professor) (HR & Quality Manager)
(Faculty Guide) (Company Guide)
Date of Submission:11th June 2014
3. 3
Authorization:
I hereby declare that this report titled “MIS IMPLICATION” at Kosmoderma “is a record
of independent work carried out by me as a part of Summer Internship Project for the PGPM
course of IBS – Bangalore, ICFAI University for the period starting from February 2014 to
May 2014.
The above project was performed under the guidance of Prof. Lakshminarsimha A (Faculty
Guide), Crispina John (Company Guide) & Dr. Chytra V Anand, CEO
I declare that the information given in the above project is true to my knowledge.
Date: Date:
Faculty Guide Signature Company Guide Signature
4. 4
Acknowledgement:
As a part of curriculum at IBS, the Summer Internship Program aims at overall development
of the students by providing them an opportunity to gain corporate exposure and space to
apply their theoretical knowledge in practice. No summer internship program can be
successful without the support of the people who keep themselves closely involved with the
student undergoing the program.
Through this report, I take the opportunity to express and share my sincere gratitude and
thankfulness to all those who helped me in making my internship at Kosmoderma a success. I
would like to thank Dr. Chytra V Anand, for giving an opportunity to learn the various
means. Through her help I was also able to understand how Operations for any company
work especially in dermatology and skin care business.
I would also like to extend my sincere thanks and gratitude to Prof. A Lakshminarsimha , SIP
Faculty Guide and IBS Bangalore, assigned for helping me with the project. His suggestions
of keeping in sync with the theoretical concepts and learning at every new move were indeed
of great help.
I would also like to extend my sincere thanks and gratitude to Crispina John, HR & Quality
Manager, for supporting me and providing me with the help whenever I needed. She was
very helpful and consistence in supporting me throughout my internship. I also thank Ms.
Shelika Gupta, Chief Operating Officer, and Soumya, Accounts Assistant, for helping me in
every possible manner.
Last but not the least I’d like to express my gratitude to my colleagues, who teamed up and
worked mutually to accomplish respective goals and make this internship a good learning
experience for three months.
5. 5
TABLE OF CONTENT
Authorization 3
Acknowledgment 4
Executive summery 7
1. Introduction 8
1.1 Purpose 8
1.2 Objective 8
1.3 Limitations 9
2. EIC Analysis
4.1 Economy Analysis 10
4.2 Industry Analysis
4.2 (a) Industry overview 11
4.2 (b) Micheal Porter Analysis 12
4.3 Company Analysis
4.3 (a) About Kosmoderma 16
4.3 (b) About founder 17
4.3 (c) About company 18
4.3 (d) SWOT Analysis 19
4.4 Domain Specific Analysis 22
3. Theoretical background 26
3.1 MIS 27
3.2 Role of MIS 28
3.3 Impact of MIS 28
3.4 MIS and its User 29
3.5 Benefits of MIS 29
7. 7
Executivesummary:
KOSMODERMA CLINICS AND SPA is an organization having chain of dermatology
clinics in Bangalore. They provide services for problems related to skin. According to public
review sites such as mouthshut.com it is the best in skin care business. They have four clinics
in Bangalore and have association with Motherhood hospitals in Bangalore, Hyderabad and
now recently in Chennai too. Also Kosmoderma has own range of products for skin care.
My role in this Internship is to monitor Accounting system and practices of Kosmoderma and
help in effective time managemnet on their day to day activities. To this, I proposed to
prepare a Worksheet Model using popular tool MS-Excel, which will have an automated
dashboard with required information. The same worksheet with little modification can be
applied for their Month sales tally report too.
Study of MMS, Doc Engage software Reports was also part of my Internship. MMS and Doc
Engage software basically takes care of all the aspects of Kosmoderma including finance,
HR, inventory, management etc. under one roof. This study included to understand the
difference between the two and suggest as to which the best among them is and what are the
suitable reports that is required for Kosmoderma operations and finance purpose.
Also, went through the various Reports that are available in MMS software as a part of the
internship. Here, I went through the Reports, checked for errors, differences that occurs when
compared between reports. These errors, differences are noted down and enquired for
clarifications and understanding of them with the MMS software support team.
The worksheet that has been prepared is recommended for their use thus helping them for
better time management and improve efficiency in their work on day to day activities.
8. 8
Introduction:
Purpose:
The project will focus on the MIS that has to be carried out to reduce the manual work load
and time spent on daily reports to get required information & at Kosmoderma. Project will
also touch upon studying of MMS software and highlighting the differences and errors in the
reports. Final goal of internship is to implement ideas and results at Kosmoderma about areas
of improvements based upon the research and analysis carried out.
Objective:
Objective of project is to implement MIS at Kosmoderma and to automate the manual system
of work thus improving the efficiency of work.
Goals of the internship are
1) Standardizing processes at Kosmoderma by implementing MIS to improve efficiency of
work.
2) Studying of MMS Software and highlighting the differences and errors found in the
reports. Thus making the reports to be useful in a much better manner.
3) Study of Doc Engage and MMS software reports for seeing the difference between the two
and suggesting which is best among the two.
Standardization of process using MIS is being done by preparing an automated worksheet
which will have a dashboard thus giving the information required from the reports quickly
when compared to the process when done manually. The dashboard will have the necessary
things that is required to know company’s progress.
Also, each of the reports in MMS Software are gone through and differences or errors seen in
them are highlighted and getting clarification from the MMS support team thus ensuring that
reports are error free and can be useful in the best use.
Study of MMS, Doc Engage software Reports was to understand the difference between the
two and suggest as to which the best among them is and what are the suitable reports that is
required for operations and finance purpose at Kosmoderma.
9. 9
Limitations of the internship can be:
o Scope of project at Kosmoderma is limited; hence analysis done will have
limited scope.
o There might be update of reports in the software every now and then thus
making necessary changes in the worksheet model accordingly is required.
o Both the software did not have option of customization so had to suggest best
suitable among the available reports.
o The customer Support department of this software takes more time to come
back to our queries that we express to them.
10. 10
Economy, Industry, Company Analysis:-
Economy Analysis:
Economic Overview:
The 7st largest economy in world GDP ranking is the Indian economy. India was the 19th-
largest merchandise exporter in the world in 2013; and the 12th-largest merchandise
importer. The largest employer in India's economy is the agricultural sector but has a
declining share of its GDP (13.7% in 2012-13). The manufacturing industry has held a
constant share of its economic contribution, while the fastest-growing part of the economy
has been its services sector — which includes, among others, the construction,
telecommunications, software and information technologies, infrastructure, tourism,
education, health care, travel, trade, and banking industries. Maharashtra contributes almost
14.10% of total India's GDP, Tamil Nadu is at 2nd position, Uttar Pradesh is at 3rd, India's
most economically Free State Gujarat is at 4th and West Bengal is at 5thposition in year 2013-
14.
India is not only the largest population in the world but also has the youngest population too.
About 50 percent of its population is below the age of 25 and about 67 percent below the age
of 35.Also, about 65 percent of Indians are in working age group of 15 to 64 years thus
giving our country an edge on cost competitiveness and low labour costs. As India’s labour
force has a strong knowledge base, it makes India a top destination for multinational
corporations that are looking to expand their overseas operations for market.
Key industries that contribute to Indian economy are:
i. Retail and wholesale trade (23%).
ii. Agricultural (15.7%).
iii. Real estate (13.5%).
iv. Banking and Insurance (10%).
v. IT and ITES Industry (9%).
vi. Transportation Industry (8.5%).
vii. Engineering and Machinery (8%).
viii. Chemical Industry (7%).
ix. Tourism (6.23%).
x. Textile Industry (4%).
11. 11
INDUSTRYAnalysis:
IndustryOverview:
It must be noted that the human skin is the most amazing, largest and most complex organ of
human body. Every dermatologist and pharmacist knows that a damaged skin can be
vulnerable to many diseases. With seemingly simple and basic functions of protection and
temperature regulation, the skin vies for the greatest attention of the consumers who is
becoming more aware, and seeks better services and products for skin and hair.
Indian skin care industry, including both services and products, is booming and holds a
distinctive positive compared to other industries. Skin care is the largest and fastest growing
cosmeceutical sub segment. Among consumers, the grade of cosmeceutical products will
continue to rise as improving physical appearance remains a top social priority.
The increasing desire of consumers to look good, coupled with an aging population,
increased per capita income, growing availability of high performance cosmetics, influx of
international brands, availability of herbal products, contribution by male cosmetic products
and wide choice of availability of the products will drive the cosmeceutical market in future.
The procedures or services have scientific integrity which can adequately deliver the results
to satisfy the consumers.
Value growth of cosmeceutical procedures is driven by changing consumer perception. The
expenditure on cosmeceutical procedures is increasing, as purchasing power has increased
among Indian consumers. Nowadays consumers prefer synthetic cosmeceutical products
compared to natural products, because of immediate results. Advertising, quality and safety
are the major factors which encourages consumers to use cosmeceutical services. With
increasing availability of domestic and international brands at affordable prices, consumers
started to move away from using services from unorganized to organized channel. Consumers
think that quality of service is better if the price of the product is high.
Further, there is a rapid increase in number of specialized dermatologists who are more
oriented towards cosmeceutical procedures. According to dermatologists cosmeceutical
products and services in India are at nascent stage. Dermatologists have unique role and
significant role in the development of cosmeceutical field in India. The Indian dermatologists
are persuaded with cosmeceutical products and services available in the market and they are
of opinion that products are backed by science. Compared to western countries Indian
dermatologist wish to sell cosmeceutical products to patients from their clinic. According to
dermatologists cosmeceuticals may replace conventional cosmetic product in future.
The cosmetic industry of India is considered as prosperous due to high demand of the
products from the consumer and favorable marketing condition. But at the same time
competition in the market is high. On the other side, India is also a very price sensitive
12. 12
market. Cosmetic and personal care product and service providing companies, especially the
new entrants, have to create innovative strategies to satisfy Indian preferences and budgets in
order to establish a hold in the market. Hence, from the present research we can say that
cosmeceuticals will continue to be there in the market benefiting the cosmetic,
pharmaceutical companies, dermatologists and the consumers. Though the regulations related
to cosmetic/cosmeceuticals are well established in developed countries. Lastly, the future
of cosmeceuticals is in the hands of dermatologists, industry personnel and regulators. They
should work together to ensure that they are safe, effective and accessible.
The Indian dermatology market is growing at more than 20% and represents 25% of the Asia
Pacific dermatology market. The cosmetics market is estimated to be worth Rs. 20,000 crore
by 2014. A vibrant economy, over 50% people under the age of 30, a growing middle class
that can spend increasingly more, the influence of the glamour industry the makes each one
wanting to ‘look good’, are just few of the factors that drive the industry. Gone are the
days when a simple cream, ointment or a lotion could meet the most needs in the category.
The discerning consumers as well as the super-specializing practitioners are pushing the
industry to innovate and differentiate to create products and provide services that meet their
growing needs.
Porter’sfive force model:
Industry
rivalry
Threats of
new
Entrants
Bargaining
power of
buyers
Threat of
substitution
Rivalry
Bargainig
power of
suppliers
13. 13
Rivalry :
o Kaya is, a 160 crore brand with a presence in 30 cities in India having 99
clinics and clientele over 60 lakhs, a major competitor for Kosmoderma.
o VLCC is the oldest brand in India(established in 1989) and it is, with presence
in 16 countries and 121 cities having 300 outlets and clientele over 1 crore.
o Above mentioned brands have presence in retail sector for cosmetics
o They have online presence to add to their portfolio.
o Though Dr. Shetty is in the skin care business, they are not real threat to
Kosmoderma
o National Skin Care run by Dr. C Rajendra located in Koramagala is also rival
to Kosmoderma in Bangalore
o Direct Hair Implantation is a very famous brand for hair treatment
internationally, it can be considered as a rival for Kosmoderma when it comes
to hair treatment and hair related problems.
o Though New Look Skin Care Clinic and Cosmetic Skin Care Clinic are not
famous in Bangalore but still can affect reach of Kosmoderma to little extend
o When it comes to retail products for skin care Kaya and VLCC are again rivals
o Dermalogica is very costly brand but still is a rival to Kosmocare
o Also for that matter Body shop is also rival for Kosmocare
o Brands such as Lakme, Nuetrogena, Nivia etc are rivals for Kosmocare
products
Threats of New Entrants :
o There are few new entrants in the business of dermatology or skin care in
Bangalore as follows:
Dr. Shubha Dharmana
New Look Skin Care Clinic
Cosmetic Skin Care Clinic
Pavan Skin Care Clinic
Cutis Clinic
Kosmedix
14. 14
Bargaining powerof buyer :
o Skin care or dermatology as a business have very less but healthy competition
in India
o Since there are few players in this business to govern the market customers
have very much bargaining power with them
o As we know Kosmoderma, Kaya and VLCC are giants in dermatology in
India
o Kosmoderma and Kaya provide similar count of services in the field of skin
care and hair treatment
o Though quality of services provided by them differ due to machines and
materials used for the treatment customers can bargain for what they get from
a particular clinic
o Also there are players in market with less penetration in India will agree to
provide services at very low prices
o And when it comes to products of their own they can afford to provide
discounts to customers because dermatologists know the base price for own
product series
Bargaining powerof suppliers :
o As there are old players present in the market and new players entering in the
market
o With this scenario suppliers actually have very less bargaining power with
them
o But as we know Kosmoderma is having high end machinery and best quality
materials been used, they don’t compromise much on the prices for the
services provided
o Also Kosmoderma provide buyers very handsome packages, buyers need not
bargain for discounts helping to increase bargaining power of Kosmoderma
o Hence we can say that old players such as Kosmoderma, Kaya and VLCC
have little bargaining power over new entrants using a say on the quality of
service they provide
15. 15
Threat of substitution :
Dermatology and Hair treatment substitution:
Kaya
VLCC
Dr. Shetty
National Skin Care
DHI
Dr. Batras
Dr. Shubha Dharmana
Retail products:
Kaya
VLCC
Dermalogica
Body shop
Lakme
Nuetrogena
Nivia
16. 16
COMPANY Analysis:-
About Kosmoderma Skin, Hair and Laser clinics:
Founder: Dr. Chytra V Anand
Vision:
Our vision at Kosmoderma is to be the leading skin, hair and body healthcare provider
offering safe, effective and affordable procedure with an unmatched experience.
Mission:
To provide the best standard of healthcare in skin, hair, body and beauty.
To delight our clients/patients to be the first option for customers looking for the best
skin, hair and body care service provider.
To be a preferred employer for the skin and beauty industry.
To set the benchmark in the skin and beauty industry.
To work with the Medical and Beauty Community to bridge the gap between
Medicine and Beauty.
Quality Policy:
At Kosmoderma, we always aim and strive to provide the best service and care with
efficiency and personal touch without compromising on quality.
17. 17
About founder:
Dr. Chytra V Anand is a graduate of the prestigious Guys & St Thomas’ Hospital in London,
where she earned her Diploma & Masters in Dermatology. She underwent further training in
Medical Aesthetics & Cosmetic Dermatology in USA. In London, Dr. Chytra had the
opportunity to train & work with leaders in the field of Cosmetic Dermatology. She has the
unique distinction of being a CIDESCO Certified Cosmetologist & a board certified
Dermatologist. She is a fellow of the American & European Academy Of Dermatology.
For over 4 years, Dr Anand’s practice was based in London as a consultant and trainer at
Bare Necessity chain of clinics. She has been on the expert panel for her talks on Cosmetic
Dermatology topics at various conferences and meetings. She has also been a part of
Cosmetic Dermatology Programs on Channel 4, Discovery Health, BBC and other
prestigious TV Channels in London. She has the distinction of having had her own monthly
TV talk show on dermatology on Vectone Asian channel.
In Jan 2006, Dr Anand moved back to India and started a specialist Dermatology clinic and
Bangalore’s first MediSpa – Kosmoderma in Bangalore. She has 3 branches in Bangalore
presently, Lavelle Road, Indiranagar & Whitefield. Her clientele in Bangalore comprises of
stars from the Bollywood, Sandalwood & Tollywood fraternity, fashion models and
prominent corporate personalities.
She is an expert in Laser Devices, Injectables & Cosmetic Therapies and is constantly
invited as a speaker on expert panels at various conferences, nationally & internationally. She
also writes articles regularly for various mainstream publications like Femina, DNA, TOI,
Deccan Chronicle, Stay Fit, Marie Claire etc and has appeared on television channels as an
expert speaker for various mainstream channels in India. She is regularly featured in the local
television channels for her expertise on Cosmetic conditions for skin & hair.
In 2007, she founded the International Academy of Aesthetic Medicine to train doctors in the
field of Cosmetic Dermatology. Under her guidance the academy conducts intensive hands
on training courses for doctors from around the globe. Dr Anand is considered an authority
on Laser devices and Injectables among her peers. She is a pioneer in the training of doctors
in the field of Cosmetic Dermatology and has doctors coming from all over Asia to train at
her academy.
18. 18
About company:
Dr. Chytra V Anand founded Kosmoderma Clinics in 2006 as a one person operation with the
vision to create an enterprise, which quickly grew to have 3 employees. In 2007 Dr. Chytra
opened the 2nd clinic in Indianranagr Bangalore and the team grew to a size of 7. In 2008, the
flagship in Lavelle Road was opened with the company strength growing to 15. Recognising
the need to spread the availability of services across the city and to be avilable to the people,
the 3rd clinic was opened in Whitefiled area in 2010 and a 4th centre of excellence at JP
Nagar in 2012. The team grew incorporating Dermatologists, Aesthteic Physcians and
Medical Aestheticians and the entire area of Bangalore is now covered.
As CEO, Dr. Chytra is involved with overseeing the growth of the company and maintaining
of quality. Dr. Chytra heads a team of 50+ and leads them to excel on a daily basis. As a
Consultant dermatologist Dr. Chytra consults patients at Kosmoderma Clinics and is sought
after from patients across the world and all walks of life. After years of research by Dr.
Chytra, Kosmoderma has its own in house skin care brand Kosmocare. This has entered
Kosmoderma into the FMCG market segment.
Under Dr. Chytra's guidance, expansion plans are underway to have a flagship clinic in every
metro within a year from now and a pan India presence of 25 clinics within the next 3 years.
Kosmoderma will achieve this with strategic partnering with Dr. Chytra healthcare brands
that like us have a vision of providing specialty healthcare services and a mission to
aggressively cover the subcontinent in a very short time span catering to the needs of the
masses who demand the latest treatments and best of services in terms of healthcare.
Recognizing E-commerce, from Jan 2014 Kosmoderma will be offering Skype consults and
online sale of Kosmocare.
Kosmoderma is the first Indian Cosmetic Dermatology centre to have its own app (Acne app)
available to help acne prone individuals developed personally by Dr. Chytra and Dr. Chytra’s
team.
Service Manuals, Ethical Medical Practices, Standard Operating Protocols, Quality Systems
are outcomes arising from Dr. Chytra’s passion to quality of service and outcomes From
2006 to 2013, Kosmoderma has grown from 1 clinic, 1 person to 6 clinics with a team of 60+
under the guidance of Kosmoderma CEO Dr. Chytra’s vision to make Kosmoderma a team
work based enterprise as opposed to single person entity has seen Dr. Chytra creating an
outstanding team of leaders and an enterprise par excellence.
19. 19
SWOT analysis of Kosmoderma Skin, Hair and Laser
clinics:
Strengths
• Services
• Products
• Doctors and staff
• Reach/spread
Weakness
• Less focus
• Lack in co-ordination
• Poor data maintenance
Opportunities
• Products
• Operations
• CRM
Threats
• Competitors
Kosmoderma
20. 20
Details about SWOT analysis:
Strengths:
As mentioned earlier services, products, doctors, staff and reach/spread are the
strengths of Kosmoderma. As Kosmoderma is in dermatology business, they provide
services for skin and hair problems to the clients. Since Kosmoderma is in service
business, it can earn high profiles with very less investment or spending. Also
Kosmoderma has their own product range for the clients. As Kosmoderma has
specially design products for Indian skin type, they can earn huge profits as well as
market penetration as a skin care brand. Since Dr. Chytra herself is dermatology
specialist with the qualified and trained team of doctors and therapists’ team to serve
their clientele, it is hence the strength of Kosmoderma. Also they have very much
experienced staff to handle man power, marketing activities, operations in the
company. As Kosmoderma has four clinics and tie ups with Motherhood hospitals and
dermatologists in Bangalore, they have good reach in the city.
Weakness:
As mentioned earlier less focus, lack of co-ordination and poor data maintenance are
the weaknesses of Kosmoderma. Kosmoderma have very less focus on operations and
CRM part, they tend to rely more on marketing. But not focusing upon operations and
CRM part they are losing out on what’s there in their hands. Also lack in co-
ordination between the various verticals of Kosmoderma is a biggest weakness.
Kosmoderma is very poor at maintaining data for any of the things. Hence they lose
out on time for gathering data, analyze and obtain the results soon.
Opportunities:
Since Kosmoderma has own product range, they can cross sell their products in their
own clinics. Also since they have tie ups with Motherhood hospitals and individual
doctors, they can use this to their advantage to promote their brand as Kosmocare
products. Also Kosmoderma has more focus on marketing rather than focusing upon
their operations and CRM activities. Hence the have opportunity to improve
themselves in the field of operations and CRM not to lose out on what’s there with
them.
21. 21
Threats:
Though Kosmoderma are best in the business in Bangalore, they have treat from the
clinics which are providing similar services at cheaper rates. Also they have a threat
for their products from other brands which are there from long time across the world.
If we focus upon services part Kaya, VLCC, Dr. Reddy and few of the individual
doctors are providing same number of services in Bangalore. Though the quality and
rate differ but the real threat here is low cost services provided by other service
providers. Customers’ mentality is to save some money and get the same service
done, though quality of service is not that good. When it comes to products,
Kosmocare has competitors in the market which are real threats for them. Competitors
such as Kaya, VLCC, Dermalogica, Dr. Reddy and Nuetrogena. These people are
there in market since long time providing products for skin care. So to compete with
them and to penetrate into the retail market, it will be hard initially. Once the brand is
set, just like they are brand for services, it is going to be very easy for Kosmoderma.
27. 27
ManagementInformation System(MIS) Definition:
The MIS has more than one definition,
1. The MIS is defined as an integrated system of man and machine for providing the
information to support the operations, the management and the decision making
function in the organization.
2. The MIS is defined as a system based on the database of the organization evolved
for the purpose of providing information to the people in the organization.
In any organization, small or big, a major portion of the time goes in data collection,
processing, documenting it to the people.
Hence, a major portion of the overheads goes into this kind of unproductive work in the
organization.
People are instrumental in any business transaction, a human error is possible in conducting
the same.
Since a human error is difficult to control, the difficulty arises in ensuring a hundred per cent
quality assurance of information in terms of completeness, accuracy, validity, timeliness and
meeting the decision making needs.
In order to get a better grip on the activity of information processing, it is necessary to have a
formal system which should take care of the following points:-
Handling of a voluminous data.
Confirmation of the validity of data and transaction.
Complex processing of data and multidimensional analysis.
Quick search and retrieval.
Mass storage.
Communication of the information system to the user on time.
Fulfilling the changing needs of the information.
The management information system (MIS) uses computers and communication technology
to deal with these points of supreme importance.
28. 28
ROLE OF THE MANAGEMENT INFORMATIONSYSTEM:
The role of the MIS in an organization can be compared to the role of heart in the body. The
information is the blood and MIS is the heart.
The system ensures that an appropriate data is collected from the various sources, processed,
and sent further to all the needy destinations.
The system is expected to fulfill the information needs of an individual, a group of
individuals, the management functionaries: the managers and the top management.
The MIS satisfies the diverse needs through a variety of systems such as Query Systems,
Analysis Systems, Modeling Systems and Decision Support Systems the MIS helps in
Strategic Planning, Management Control, Operational Control and Transaction Processing.
The MIS plays the role of information generation, communication, problem identification and
helps in the process of decision making.
The MIS, therefore, plays a vital role in the management, administration and operations of an
organization.
IMPACT OF THE MANAGEMENT INFORMATION SYSTEM:
The impact of MIS on the functions is in its management. With a good support, the
management of marketing, finance, production and personnel become more efficient. The
tracking and monitoring of the functional targets becomes easy. The functional, managers are
informed about the progress, achievements and shortfalls in the probable trends in the various
aspects of business. This helps in forecasting and long- term perspective planning. The
manager attention is brought to a situation which is exceptional in nature, inducing him to
take an action or a decision in the matter. A disciplined information reporting system creates
a structured data and a knowledge base for all the people in the organization. The information
is available in such a form that it can be used straight away or by blending analysis, saving
the managers valuable time.
MIS creates impact in the organization which relates to the understanding of the business
itself.
It creates an information- based work culture in the organization.
29. 29
MIS AND THE USER:
Every person in the organization is a user of the MIS. The people in the organization operate
at all levels in the hierarchy. A typical user is a clerk, an assistant, an officer, an executive or
a manager.
Each of them has a specific task and a role to play in the management of business. The MIS
caters to the needs of all persons.
The MIS offers the methods and facilities to integrate the data and report the same in a proper
format. MIS provides facilities to analyze the data and offers the decision support systems to
perform the task of execution. The MIS provides an action oriented information.
MIS provides information in a structured or unstructured format for management to react.
The MIS caters to management’s constant changing needs of information.
The user of the MIS is expected to be a rational person and the design of the MIS is based on
this assumption.
It was observed that at lower level, is a sense of insecurity. As the MIS takes away the
drudgery of search, collection, writing and reporting the data, the work vacuum, so created is
not easily filled, thus creating a sense of insecurity.
To some extent the importance of the person is also lost, giving rise to a fear of non-
recognition in the organization.
The positive effects on the individuals at all levels are that they have become more effective
operators.
The time and energy which was spent earlier in unproductive work is now applied for a
productive work. Some are able to use their analytical skills and knowledge with the
information support for improving their position in the organization.
The following are some of the Benefits that can be attained using MIS.
Companies are able to identify their strengths and weaknesses due to the presence of
revenue reports, employees' performance record etc. Identifying these aspects can help a
company improve its business processes and operations.
Giving an overall picture of the company.
Acting as a communication and planning tool.
The availability of customer data and feedback can help the company to align its business
processes according to the needs of its customers. The effective management of customer
data can help the company to perform direct marketing and promotion activities.
MISs can help a company gain a competitive advantage. Competitive advantage is a
firm’s ability to do something better, faster, cheaper, or uniquely, when compared with
rival firms in the market.
30. 30
Analysisand Implementation:
1) MIS Analysis & Its Implementation:
Manage My Spa is a software which helps Kosmoderma to get the daily Reports for the day
for its Sales of Services, Products, Custom Packages, Collection of the day , Revenue
generated each day. It also gives Report for the month where we will get the information or
data as to how much Sales, Collection and Revenue has happened for that particular month.
These Reports are available for all its six clinics that are present, four in Bangalore, one each
in Chennai & Hyderabad.
Following is the Flowchart which shows as to how the Reports are approached.
MMS Login
Admin
Select Clinic
Reports
Daily Reports
Sales
Collection
Accounting
Tally Exports
There are various Sub category Reports under each of these mentioned above Report
headings which gives various required information for the Accounts Department.
There are various Reports in this Manage My Spa Software which does provide Descriptive
information but they are scattered.
The Accounts Department need to go from one report heading to another report heading to
get their required information and for all four clinics. The required information are not
available in one single place or under one report heading as of now.
These are the various Reports
headings that can be accessed
based on which Report needs
to be checked.
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Account Department have their daily task of making tally for the sales, collection and
revenue generated for the day for all four clinics.
Accounts Department maintain record in their books although there is software because of
two reasons, that is:
In case of any change in the software they cannot go back to the older software and
check instead they can rely on their daily tally Reports and get required information.
For the purpose of Audit.
So, since all the required reports for making daily tally is not available under one single
heading means that the Accounting Department will have to pull up Reports by going to
various Report headings.
This will definitely take more time in completing task of making tally report for all the four
clinics.
Though Accounts department take the reports from MMS that are required to them, but it
does not satisfy all the complete requirements that they look for from the reports.
Once the Account department pull up the reports to excel sheet there will be few editing that
would be done in order to get required information according to their requirements.
So, the things that are done manually after pulling the reports to excel sheet are:
1) Check the status of tickets whether it is Open or Closed. If the ticket is Open the
account department will cross verify it with clinic to know if patient had come for the
service or not. The reason cross verification is done because sometimes front desk
employees forget to close the ticket after the clinic gets the service performed.
2) Total Sundry Debtors( Due Amount to be collected )
3) Reducing Package Redemption, manual discount from the Sales to get the Net Sale
for the day.
4) Check for Exempted Service Sales.
5) Check for Total Taxable Services
6) VAT bifurcation of 14.5% and 5.5% from the Sales product report to know the sales
of 14.5% VAT products and 5.5% VAT products.
7) Cash, Card, Cheque and other modes of payment collection.
So these pulling up of reports and manual editing after the reports are pulled up will make
Account department spend more time to get required information and then to make their daily
tally report.
So one of my important task was to improve the Time management of the Account
department in a better efficiaent manner on their day to day activity of daily sales tally report.
This was to be done either by finding a report in MMS where they can get all the required
information under one heading or find a solution when followed would help in better
effective time management.
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There are various available reports in MMS as well as the Reports that the Accounting
Department considers for their daily tally report of Sales, Collection and Revenue.
I went through all the available reports for two reasons:
To see if I can find a Report under which the account department will find all the
required information under one heading.
To compare and check for the errors if any in the reports given in the MMS.
After I went through the Reports I made a note of the Requirements that the Account
department needs from the reports or the information that they look for from the reports.
Basic Requirements that the Accounts Department look for from the Reports in MMS
to help their Daily task:
Redemptions done for the day: They are supposed to know the redemption of
packages, manual discount given, prepaid/gift card redemptions if any, as these
would be counted by deducting from the actual sales to obtain the Net Sales-Service
of the day.
Exact Sales for the Day: This is the basic requirement as they need what is the sale
that was generated in the clinic for the day after leaving out redemptions.
Product Details: This is the requirement where they check the net sales of 14.5 %
VAT Products and 5.5% VAT Products as these are to be entered in their tally report.
Product billing for a Particular Service: If the Service is of say 5 sessions and if that
service requires 1 product for each service, then they need to check whether the
product quantity billed is 5 or not.
Ticket Status (Open/Closed): Check the status of tickets whether it is Open or
Closed. If the ticket is Open the account department will cross verify it with clinic to
know if patient had come for the service or not. The reason cross verification is done
because sometimes front desk employees forget to close the ticket after the clinic gets
the service performed.
Due Amount Details: Here the requirement is to know what is the Due amount for
the day and how much does each person who had appointment on that day has due
upon them that they need to pay.
Revenue for the day: Revenue for the day has to be known since they need what is
the margin of profit at which the business is operating.
Check taxes, Tax Bifurcation required: VAT bifurcation of 14.5% and 5.5% from the
Sales product report to know the sales of 14.5% VAT products and 5.5% VAT
products.
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Invoice No, Guest Code and Price Priced for that Service/Product.: To have a
reference as to what is the billed amount and to see if there is any error in the billing
or not. The Account department do not go through each bill each day, but if there is a
correction if arises then they can go to these reports and get the reference of invoice
number , name, and guest code and see the billing done for them.
Percentage of Discounts: This is a low key requirement on their daily basis work as
the percentage of discount if given more than allowed is generally notified by the
clinic to them.
After understanding the requirements, I went through their process of flow that they follow
while taking reports and things done with those reports.
Flow of Daily Work (Account Department):
Centre Invoice Report (Check for Ticket Status)
Sales Service Report (Reduce Redemptions manually)
Sales products Report (Tax Bifurcation using Formulas & Filter)
Sales Package (Checks for only Totals)
Marketing Report (Package Details)
Collection report (Checks for Debtor Collection)
Finally Due Amount should match to the Due mentioned in Centre Invoice Report
*MIS is implemented for this flow chart such that it gives the ready information in the
automated dashboard which will be linked to the worksheet.
34. 34
The method of getting the required information is shown in the flow chart below:
Flow Chart to get the required Information:
Download the Reports of a particular Clinic.
Go to that Particular Clinic Worksheet.
Copy Paste the Report data respectively into the different reports. (Delete the unwanted
rows). (Each Report page has MS-Excel formulas in place which will calculate the data in the
required form).
All the data that is required in the Tally report is summarized in the Dashboard sheet, by
which it can be entered directly on to the tally sheet.
This Automated Dashboards serves following purposes:
Improves in effective use of Time management on day to day activities and thus
leading to better work efficiency.
It will give all the necessary vital information that is required for daily tally sales
report.
This dashboard will act as key information provider for management to know what is
the sales, collection of a particular clinic for that day and based on the standards they
can analyze as to whether the standards kept for that particular branch is met or not.
This dashboard will act as key factor for making decisions on how to improve sales as
it will give the count of guests coming for services in that particular clinic.
This Dashboard is user friendly and can be analyzed by anyone in the management as
it is simpler in design for easy understanding.
The Dashboard ensures that an appropriate data is collected from the various reports,
processed, and sent further to all the needy destinations.
The Dashboard fulfils the information needs of an individual, a group of individuals,
the management functionaries: the managers and the top management.
35. 35
Following is the Template of MIS dashboard prepared for Accounts
department:
36. 36
Following is the Template of MIS Dashboardprepared for HR Department
for Enquiry Report:
37. 37
2) Study of the MMS Software:
Manage My Spa is a software which helps Kosmoderma to get the daily Reports for the
day for its Sales of Services, Products, Custom Packages, Collection of the day , Revenue
generated each day.
It also gives Report for the month where we will get the information or data as to how
much Sales, Collection and Revenue has happened for that particular month.
This study includes following:
To know different type of reports available for analysis.
To check the essential reports out of these cluster of reports in the software.
To check for differences and errors in the reports thus making sure that reports that
is used will be efficient and free of wrong information.
To check the feasibility of the software for Kosmoderma.
There are several reports that are available scattered and each report as one or the other
information which may or may not be available in other report when checked.
For eg: If we check for Sales report, we can either have information from Centre sales report
which will have all Service , Product , Package sales in it ; or we can have detailed individual
Sales Service, Sales Products, Sales Package Reports.
The difference between Centre Sales & Individual report is that Centre sales will be a more of
a general report but whereas individual reports will be detailed which will give more info
about service, product & package sales.
So similarly there are reports which will have general one as well as detailed description,
hence making confused as to which one to use or what is the difference between the two.
So when study was made to check the essential reports, differences or errors were observed in
the reports as well as when compared between two similar types of reports.
Few of the common errors in the reports that would arise is either due to error from Front
desk employees or From MMS itself.
It is because of the following reasons:
The Logic that the Kosmoderma understand seeing the reports varies/differs from the
Logic meaning according to the MMS technical support team.
There will be few mismatch in the figures either due to error made by the front desk
employee at the clinic level or due to errors from MMS.
38. 38
So Errors from the Front Desk Employees:-
1) Forget to change the status of Ticket Closed: Ticket Closed means that the service that
the Client had requested for has been performed during the appointment time that was
booked for that particular client.
Suppose the front desk employee forget to close the ticket then that will affect the net
sales of the day. The Accounts department considers only the closed tickets for their
net sales amount of the day.
This is one of the error if found, then Accounts Department will cross verify with the
clinic regarding that particular open ticket error.
2) Billing Error: Procedure of Counseling is done before finalizing the amount the Client
has to pay for their Service/Products or Custom Package (If more than 2 services are
combined for a single client then it is said to be a Custom Package).
Counseling is a procedure where the counselor explains the procedure and what is the
price that has been quoted and offers any discounts if applicable.
Finally Counselor writes one Final Amount in the Counseling sheet. But when the
Doctor who performs the services sees the Counseling sheet marks some other price
as the final price in the same Counseling sheet.
So during the time of billing when the front desk employee checks the Counseling
sheet, she would not have understood exactly as to for which amount employee has to
bill, as the format of the counseling sheet would not be legible or clear.
Employee would bill it for the price which would be highlighted at the bottom. Later
if employee cross verifies with the Counselor it would be a different price for which
employee was supposed to bill.
Then once the error is realized, and then the bill upon which the error has been made
has to be edited/corrected; which will cause changes to the reports and hence if the
error is of past date and is being realized on later date especially during payment of
the bill, then it will affect the tally report of that past date which would have already
been made.
This billing error would affect at large if the bill is made for product sale in previous
month and has to edited for any correction later in the current /next month . This will
affect the VAT returns that would have been filed already for the previous month.
This error is not often but one of the important errors found which is done by the front
desk employee.
39. 39
Errors from MMS: The errors would be mismatch of figures when compared from one
Report to other Report.
For eg: Consider two Reports, Service Revenue & Centre Revenue.
Centre Revenue Report does include Service Revenue, Product Revenue, Package
Redemptions as well as Advance Gift/Prepaid Card Redemptions. The total of all these is
the Centre Revenue.
* Package Redemptions means that, if there is a Custom Package having 3 to 4 services
clubbed for a total amount of “Y”, out of which one service from those 3-4 services is
redeemed or got done, then the amount costing to that particular service say “x” is the
package redemption amount out of that total package amount “Y”.
So when compared these two reports there was an error or mismatch in the figure found in
Total Service Revenue under Service Revenue Report to the figure found in Service Revenue
under Centre Revenue Report.
The Service Revenue figure was not matching when compared between Individual Service
Revenue Report and Centre Revenue Report.
Such Mismatch in the figures occurred when two or more reports were compared and
checked.
The errors found were noted down, taken screenshots and was discussed with MMS
Technical support team to get that the error corrected and it was also was discussed
with concerned Department notifying them about the errors as well as its rectification.
40. 40
3) Study and Comparison of Doc Engage & MMS Software:
This study is for the following:
To know the different types of reports in two software.
To compare between the two reports and suggest as to which is more
suitable and efficient.
DOC ENGAGE SOFTWARE:
42. 42
ComparisonbetweenDoc Engage & Manage My Spa Software:
This following table shows whether the feature mentioned is available in the
respective software or not.
45. 45
Concerns of Doc Engage:-
1) The package report is not available. Everything is settled in the services
report only.
2) Consumptions/ Package redemption of services in a package is not known.
We never get to know how many sessions the patient has undergone. We get to
know about it only when the package is exhausted.
3) Client codes is a mess. Number of patients actually present is lesser than the
number of codes assigned to them.
4) Reports were limited, only sales and Income reports were available
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5) While running a dummy operation at the white field center, the invoice for
the products and services created for a dummy patient at white field counter is
by default getting generated from Hyderabad care center.
/*Invoice for the products orservices at a particular counter is generated from
some other counter.*/
6) Appointments get overlapped.
7) Utilization of equipment -Track of machines being used and the locations
they are being used is not known.
8) Training hours for therapists not shown.
9) Same patient Id's created, Accounts mismatch.
10) Referral and Revenue sharing is not implemented on a full scale.
11) Petty Cash expenses not known.
12) Due payment on service and not on productfeature not present.
13) Consumable products are not linked with services which require products
for it to be performed.
The above said concerns in Doc Engage are rectified in MMS.
Benefits are:
1. Appointments do not get overlapped.
2. Consumptions/ Package redemption of services in a package is
known through the report available for it separately.
3. No mismatch of patient’s id’s.
4. Segregation of report for each Sales, Collection, Revenue,
Appointments is given.
5. Consumable products are linked with services which require
products forit to be performed.
6. Provision of providing multiple care providers with names when
performed for a service.
7. It has the feature which allows due payment only on services and
not on products.
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Doc Engage software has limited options and features thus the scopeofanalysis
also becomes limited. Also, if any additional information is required for
analysis it is not available in Doc Engage.
Hence based on the study, comparison of the features between the two software
and after noting down the concerns, it can be said that MMS software is much
better and efficient for analysis and useful; although the reports are scattered
and errors/differences found have to be rectified.
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Results & Findings:
Following are the findings during the course of project:
1. MIS implementation has resulted in effective use of time management on
the day to day activities.
2. Study of MMS & Doc Engage has helped in realizing the differences
between the two and thus enabling to choosethe suitable and reliable
software to have better efficient information from reports.
3. Study of MMS has helped in finding out the errors and differences thus
rectifying them for correctuse of the information in them.
4. Customization feature of choosing required Reports is not available in
both the software.
5. Mismatch of figures during audit has been ruled out after the
implementation of MIS for accounts department as it gives proper figures
from the report.
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Conclusion & Recommendation:
To improve the Work efficiency, higher output sales and to
render consistency in growth, firm existence in the existing
professional field, following steps are recommended which can be
implemented in stages of operation:
1. To apply MIS to all the necessary departments
2. To adopt a reliable software for customized reports that would contain
specific information.
3. To format and apply standard Counselling chart for better clarity in
billing standards.
4. To Format a standard chart to reflect Annual sales target and monthly
sales target, day to day sales target at all the existing branches of the
company.
5. Implementation of the newly Designed Automated Dashboard - to enable
quick review of the actual business performance.
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Annexure:
1. Following is the Flowchart which shows as to how the Reports are approached.
MMS Login
Admin
Select Clinic
Reports
Daily Reports
Sales
Collection
Accounting
Tally Exports
These are the various
Reports headings that can be
accessed based on which
Report needs to be checked.
51. 51
2. Flow of Daily Work (Account Department):
Centre Invoice Report (Check for Ticket Status)
Sales Service Report (Reduce Redemptions manually)
Sales products Report (Tax Bifurcation using Formulas & Filter)
Sales Package (Checks for only Totals)
Marketing Report (Package Details)
Collection report (Checks for Debtor Collection)
Finally Due Amount should match to the Due mentioned in Centre Invoice Report
3. Flow Chart to get the required Information:
Download the Reports of a particular Clinic.
Go to that Particular Clinic Worksheet.
Copy Paste the Report data respectively into the different reports.( Delete the unwanted
rows). (Each Report page has MS-Excel formulas in place which will calculate the data in the
required form).
All the data that is required in the Tally report is summarized in the Dashboard sheet, by
which it can be entered directly on to the tally sheet.
