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MIS 16 Application of MIS (Service Sector)


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These presentations are created by Tushar B Kute to teach the subject 'Management Information System' subject of TEIT of University of Pune.

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MIS 16 Application of MIS (Service Sector)

  1. 1. Management information system<br />Third Year Information Technology<br />Part 16<br />Applications of MIS<br />(Service Sector) <br />Tushar B Kute,<br />Sandip Institute of Technology & <br />Research Centre, Nashik<br /><br />
  2. 2. Principles of service by tom peters<br />Listen, understand and respond to customers.<br />Define a superior service and establish service strategy.<br />Set standards, measure and performance.<br />Select, train and empower the employees to work for customers.<br />Recognize and reward the accomplishments.<br />
  3. 3. Service process cycle<br />
  4. 4. Customer service design<br />
  5. 5. Service product formulation<br />Who is the customer?<br />What is the service scope?<br />How it is delivered?<br />What is the quality level?<br />What additional features to provide?<br />What should be the price of service?<br />Where should be offered and what facilities to provide?<br />Who would drive the service process?<br />What process design would deliver the scope?<br />
  6. 6. Service management system<br />
  7. 7. Service industries<br />Airlines<br />Hotels<br />Hospitals<br />Banking<br />Insurance<br />Education <br />
  8. 8. airlines<br />Operative function is to move people and goods from one location to the other safely on time.<br />The perceptions about good service-<br />Schedule<br />Convenience<br />Prices<br />Seat comfort<br />Meal quality<br />Treatment by crew<br />Facilities at airport<br />
  9. 9. Airlines: distinctive service<br />Assistance in the travel arrangements, arranging the hotel accommodation, surface transport to and fro to the airport etc.<br />The MIS application would be towards supporting all decisions which affect the objective of offering distinctive service to customers having different expectations and perceptions.<br />They concentrate on the process and outcome of the service.<br />
  10. 10. Airlines: service goals<br />One complaint per 1,00,000 passengers.<br />95 percent occupancy to conclude that schedules are convenient.<br />Throughput time, check in to check out is less than 10 minutes.<br />
  11. 11. Passenger information<br />Type, class and purpose of travel.<br />The socio-economic group.<br />The duration of stay at destination.<br />The food and eating habits.<br />The language and communication needs.<br />The expectations on the service before and after the journey.<br />The traffic flow between the towns, cities and countries.<br />
  12. 12. Information on the aviation industry<br />Safety, security and availability of planes.<br />New purchases<br />Planned replacements<br />Investment in the infrastructure facilities.<br />Manpower training.<br />
  13. 13. hotels<br />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.<br />The transition has taken place from convenience to comfort, comfort to enjoyment, enjoyment to service.<br />Designed for-<br />Individual’s stay<br />Business executives<br />Family<br />Tourist groups <br />
  14. 14. Hotels: mis responsibilities <br />Keep the track of customer profiles<br />Monitoring occupancy level<br />Project future needs<br />Monitor the level of expectations<br />Monitor the communication needs<br />Customer database<br />
  15. 15. Keep track of customer profile<br />Customer database<br />Type of customer<br />The nature or purpose of visit<br />The duration of stay<br />The service demanded<br />The socio-economic class of the customer<br />The religion, language, and the culture<br />It will enable to take investment decisions.<br />
  16. 16. Monitoring occupancy level<br />Control the occupancy at higher level.<br />It will help to take decisions by-<br />Evolving different tariff schemes<br />Attractive gift<br />Discount schemes<br />More personalized service.<br />
  17. 17. Project future needs<br />Place for-<br />Business meetings<br />Conferences<br />Exhibitions<br />Marriage parties<br />Entertainment shows<br />
  18. 18. Monitor the level of expectations<br />Fast service<br />The manner or process of <br /> offering the service<br />Building proper manpower grid.<br />
  19. 19. Monitor communication needs<br />Interaction with the customer a comfortable exercise.<br />Upgrade the knowledge and skills of employee.<br />Communication at reception?<br />Answer the queries from the tariff to the facilities of hotel.<br />Speaking the language of customers<br />Services offered<br />Information on sight-seeing places<br />Other hotels, important locations<br />Different ways of greetings with customers.<br />
  20. 20. Customer database<br />Personal information about the customers.<br />Their room choice<br />Food habits<br />Special likings<br />Record of contacts<br />Customer interaction and back office systems.<br />
  21. 21. hospital<br />These are required to run as business institutions with the mission of the best health care for the people.<br />The scope of services include health care guidance, preventive care, post clinical attention, care and advice.<br />Medical Engineering?<br />
  22. 22. Front end applications<br />Patient database<br />Medical server database<br />Resource planning and control<br />Medical care history database.<br />
  23. 23. Back office applications<br />Core applications-<br />Manpower and personnel planning<br />Payroll and the employee related applications<br />Hospital billing and recovery<br />The expiry data management<br />Financial accounting, expense control<br />Maintenance of service facilities<br />Resource utilization and analysis.<br />
  24. 24. Back office applications<br />Critical control applications-<br />Patient waiting time and service cycle.<br />Non-use of critical resources.<br />Stockouts of critical drugs, and time taken to restore supply.<br />Number of patients admitted, treated, cured.<br />New trends in service demands<br />Analysis of delay in terms of duration and causes.<br />
  25. 25. banking<br />It is a place where the financial services are offered, viz. checking, saving and providing credit to customers.<br />Customer choose the banks on-<br />The ease of doing business<br />The quality of personnel and service<br />The range of the financial services.<br />
  26. 26. Customer database<br />The service expectations and perceptions revolve around the following factors-<br />Customer- individual, company, institutions.<br />Operator- housewife, employee, officer of organization.<br />Range of service- savings, credit and payment.<br />Class of customers- income group, corporate bodies.<br />Working Hours- morning, afternoon, evening.<br />
  27. 27. Service to account holders<br />Reports to management-<br />Non-moving account<br />Account having balance > 50,000<br />Account going down minimum balance.<br />Routine payments are not made.<br />The routine credits are not arrived.<br />The defaults on loan repayments.<br />Delay on crediting cheque amounts.<br />Sudden rise and fall in account movement.<br />
  28. 28. Service to business promotions<br />Offering credit to right kind of customers.<br />It is necessary to study the business trends and solicit the customers from upcoming and growing business sector.<br />Data analysis- decides the future strategies.<br />
  29. 29. Human resource upgrade<br />Any amount of mechanization and computerization is not a substitute to service with a smile.<br />Training courses for the employees to improve their knowledge about banking and financial world.<br />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. <br />
  30. 30. insurance<br />Risk management.<br />The risk may cover ‘life’ through life insurance, ‘liability’ through liability insurance, ‘accident’ through accident insurance, ‘breakdown’ of equipment through breakdown insurance etc.<br />Distinctive service by-<br />Risk coverage<br />Risk handling<br />Claim settlement.<br />Four principles-<br />Simple products<br />Low premium<br />High risk standards<br />Cautious investments<br />
  31. 31. Mis in insurance <br />The information for development of new insurance products through different policies.<br />The settlement of claim, in terms of time, value and fairness.<br />The administration and management of the existing policies.<br />
  32. 32. Information for new products<br />Conducting a survey for new needs through regular contacts with business and industry.<br />Risk accidents<br />Cost of risk management<br />Identifying the risk conditionality<br />Assessment of insurance premium<br />New trends<br />Computer breakdown<br />Old age health care<br />Consignment insurance<br />Export credit insurance, farm insurance<br />
  33. 33. Settlement of claims<br />How soon the claim is settled?<br />Lot of time spent leads to customer dissatisfaction.<br />It is necessary to build different indices of the claim processing and keep the track of claim settlement.<br />The MIS should bring out exception report on the claim pending, not settled, rejected.<br />
  34. 34. Management of policies<br />Issues-<br />Renewal of a policy<br />Revision of a policy<br />The systems included-<br />Customer data management system<br />Commission, billing and claim settlement<br />Premium accounting and policy analysis<br />
  35. 35. education<br />The process by which society deliberately transmits its accumulated knowledge, skills and values from one generation to another.<br />Variety of data needed at geographical and administrative hierarchies.<br />
  36. 36. EMIS<br />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. <br />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.<br />
  37. 37. Major challenges<br />Design and management of consistent, efficient and functional information system.<br />Heavy competition in the education sector.<br />
  38. 38. Role of mis<br />Students database<br />Basic information about the students.<br />Monitoring the progress of students.<br />Facilitates Database <br />Planning and allocation of resources.<br />Faculty information.<br />Support for Basic Management activities:<br />HR, Accounting, Finance.<br />
  39. 39. Data collection<br />
  40. 40. Access and dissemination<br />
  41. 41. Emis model<br />
  42. 42. Emis model<br />
  43. 43. references<br />WamanJawadekar, "Management Information Systems Text & Cases- A Digital Firm Perspective” , 4th Edition, Tata McGraw-Hill Education Private Limited.<br />