MIS in Service Nsectors

7/27/2019 MIS in Service Nsectors

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MIS Application in Service Industry

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Goods and Services

Goods are things you can buy that you cantouch. Can you buy apples? Can you touchapples? Then the apples are goods.

Can you touch and buy jump ropes, swingsets, bats and balls, caps, pans, or pencils?These items are all called goods.

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From time to time we also buy things thatcannot be touched.

For example, We buy repairs and cleaningfor our teeth when we go to the dentist. Inthis case, we are buying a SERVICE. It issomething done for us.

Community helpers are people who provideSERVICES for us. Some of our communityhelpers are paid by our government.

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http://www.econedlink.org/lessons/index.php?lesson=EM642&page=teacher

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Characteristics of Service Intangible product An asset that is not

physical in nature

Produced & consumed at

same time

Often unique

High customer interaction

Often knowledge-based

Frequently dispersed

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Goods Versus Services

Can be resold

Can be inventoried

Some aspects of

quality measurable

Selling is distinctfrom production

Reselling unusual

Difficult to inventory

Quality difficult to

measure

Selling is part of

service

Goods Service

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Goods Versus Services - Continued

Product istransportable

Site of facilityimportant for cost

Often easy to

automate Revenue generated

primarily fromtangible product

Provider, not productis transportable

Site of facilityimportant for customer contact

Often difficult to

automate Revenue generated

primarily fromintangible service.

Goods Service

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Introduction Providing the most satisfying service to the

customers

MIS found for manufacturing sectors does not matchwith service sector • Hotels• Hospital

• Airlines

• Insurance

• Banking• Finance

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

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Principles of distinctive 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

• Recognize and reward the accomplishments.

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MIS Application in Banking

Sector

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MIS Application in Banking Sector

What is a Bank ? • A Bank (German Word) means a joint stock fund

• An organization, usually a corporation, chartered

by a state or central government• Receives demand deposits and time deposits,

pays interest on them; discounts notes, makes

loans, and invests in securities; collects checks,

drafts, and notes; certifies depositor's checks; andissues drafts and cashier's checks

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Functions - Bank

Operations Finance/ Accounting

Marketing

Check Clearing

Teller Scheduling

Transactions Processing

Security

Commercial Bank

© 1984-1994

T/Maker Co.

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MIS for a Banking

Information systems are important to design

MIS for banking systems

•

Customers Database • Service

To the customer

For business promotions

• Skill and Knowledge Up-gradation

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Customers Database

• Customers (A single person, A group of people,

company or an organization)

• Operator of the account (Individual person,

employee, representative of the organization)

• Working hours (Customer needs flexible

working hours.)

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Service

• To the customer Some times bank personals needs information about the

customers and their account, which will help and warn

them for their service.

• For business promotions

For building a business with customer, bank officials

needs to find out prospectus customers. Therefore

they require to study the trends in the industry. MIS

should collect data from various sources and analyses it.

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Skill and Knowledge Up-gradation

To offer proper service to the customer bank

personnel must update their knowledge

about financial policies and newdevelopments.

There are many banks in the market now

and this industry is growing very fast. Good

service is the only solution to improve

business.

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MIS Application in Insurance

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Insurance

Insurance is a widely accepted method of

safeguarding people against various hazards

of life

It is a promise of compensation for specific

potential future losses in exchange for a

periodic payment

Insurance is designed to protect the financial

well being of an individual, company

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Insurance companies in India LIFE INSURERS Websites

Public Sector Life Insurance Corporation of India www.licindia.com

Private Sector

Allianz Bajaj Life Insurance Company Limited www.allianzbajaj.co.in

Birla Sun-Life Insurance Company Limited www.birlasunlife.com

HDFC Standard Life Insurance Co. Limited www.hdfcinsurance.com

ICICI Prudential Life Insurance Co. Limited www.iciciprulife.com

ING Vysya Life Insurance Company Limited www.ingvysayalife.com

Max New York Life Insurance Co. Limited www.maxnewyorklife.com

MetLife Insurance Company Limited www.metlife.comOm Kotak Mahindra Life Insurance Co. Ltd. www.omkotakmahnidra.com

SBI Life Insurance Company Limited www.sbilife.co.in

TATA AIG Life Insurance Company Limited www.tata-aig.com

AMP Sanmar Assurance Company Limited www.ampsanmar.com

Dabur CGU Life Insurance Co. Pvt. Limited www.avivaindia.com

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Insurance companies in India GENERAL INSURERS

Public Sector National Insurance Company Limited www.nationalinsuranceindia.com

New India Assurance Company Limited www.niacl.com

Oriental Insurance Company Limited www.orientalinsurance.nic.in

United India Insurance Company Limited www.uiic.co.in

Private Sector

Bajaj Allianz General Insurance Co. Limited www.bajajallianz.co.in

ICICI Lombard General Insurance Co. Ltd. www.icicilombard.com

IFFCO-Tokio General Insurance Co. Ltd. www.itgi.co.in

Reliance General Insurance Co. Limited www.ril.comRoyal Sundaram Alliance Insurance Co. Ltd. www.royalsun.com

TATA AIG General Insurance Co. Limited www.tata-aig.com

Cholamandalam General Insurance Co. Ltd. www.cholainsurance.com

Export Credit Guarantee Corporation www.ecgcindia.com 22



IS for Insurance

MIS handles three major areas of insurance

company :

•

The development of new policies.• The settlement of claims.

• Administrations and Management of policies.

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Information for New Policy Development

Finding out the risk incidence cost of risk

management, identifying the conditions for

giving the insurance offer

Assessment of insurance premium.

The study must be focused on the trend in

the business and industry. They must identify the risk possibilities and

covering then by appropriate insurance policy

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The Settlement of Claims

This is very critical application in the MIS

and it needs effective design, so that

managers can take easy decisions.

Reports generated by MIS should bring out

exception reports on the claim pending, their

disputes, not settled and rejected claims due

to certain reasons.

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Administrations and Management

of Policies

Many a times you forgot to pay the premium intime. This results in laps of policy.

You need to renew a policy in that case if youwant yourself to be benefited from the policy.

This is a critical application in the insurancebusiness, which manages the existing policies of the policy holders.

Management of policy includes,• renewal of the policy and revision of the policy.

MIS must help in generating automatic reminder service and generating letters to that respect.

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MIS Application in Hospitals

and Health Care

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Hospitals and Health Care

The health care industry consists of public, privateand nonprofit institutions.

Those institutions include hospitals, offices and

clinics of medical doctors, nursing homes andhome health care facilities.

The role of hospital has changes from medicalassistance to health care.

Therefore in hospital there are many criticalresources such as an operation theater, An X-raylaboratory, tests laboratories etc.

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IS for Hospitals and Health Care

Patients database : To handle the queries on existingpatients and their treatment.

Planning and control : At any time hospital staff needs tofind out availability of certain facility and resources in the

hospital. It is needed to have a online query system to findout such information.

Hospital staff database : All medical staff of the hospitalincluding Doctors, Nurses, and Technicians, Visitingdoctors requires to give their personal and professionalexperience details to hospital management. There worktimes and shits, important telephone numbers. Informationabout other emergency and important service center likelaboratories, blood banks and special clinical and facilitycenters.

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IS for Hospitals and Health Care

History database : Guidance and researchdoctors and students needs patient’s historydatabase to maintain. How patient is responding toa particular drug can be monitored. To make

planning for health service this serves is aimportant information.

Payroll and financial accounting

Critical control Management of the hospital need

reports for forward planning and control. Most of the management efforts are related to manpower and human resource planning.

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MIS Application in Airlines

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Airline services

Airline service main objective is to move peoples andgoods from one part of the world to other location, safelyand in time.

People look for good service from airline industry. Few are

listed below :• Scheduling of flights

• Convenience of traveling

• Cost

• Comfort

• Food quality

• Hostility and treatment by the staff

• Facilities at the airport.

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Functions - Airline

Operations Finance/

Accounting Marketing

Ground

Support

Flight

Operations

Facility

Maintenance Catering

Airline © 1984-1994 T/Maker Co.

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IS for Airline service

Passengers Database Airline service MIS must be designed so that it supports for

collecting all types of information.

They may want to revise the schedules of the flight, whichsuits the passengers needs.

Some-times it needs to discover service package for particular group of passengers. It requires passengersprofile to be built up.

To satisfy all these needs following data is important to behandled :• Name, Contact number and address• Type, Class and purpose of travel

• Destination and duration of stay

• Food habits (Veg, Non-Veg etc.)

• Language and communications needs

• Service expectation (Before and after journey)34



IS for Airline service

Aviation Industry Information System

Any airline industry would expect a distinctiveservice by keeping safety, security and availabilityof the planes as a top priority.

Therefore MIS plays important role to managethese aspects.

This will help them to make decision of newpurchases or replacement, maintenance of planes.

Planning and control will need differentmathematical`

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Hotels

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MIS for Hotel People prefer hotels when they are out of their homes, might be

on vacations, spending their leisure time, or on some officialduties.

Hotel is a place where people would like to have a distinctiveservice. Due to lot of competitions in the hotel service, theconcept 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, liveconcerts. Every time the hotel needs to undergo changeaccording to the needs of the customers.

Main function of hotel industry is to provide a room to stay withbasic amenities and facilities so that customer has acomfortable stay. Managers put all efforts to keep hoteloccupancy high all the times.

Responsibilities of MIS plays important role of providing

information to the best possible way, so that customersex ectations are fulfilled.

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IS for Hotel service

Customers Profile To anticipate the expectations of the customers or group of

customers we needs to have information related to thefollowing : -• Customers details.

•

Purpose of visit and expected duration of stay.• Service requirements.

• Languages and culture.

Hotel Occupancy • This is important aspect in hotel industry. They would like to have

their hotel occupancy high at all the time. Therefore it is necessaryto control the occupancy at high level for all types of roomsavailable in that hotel.

• This will also help managers to take different decisions related togifts, discount schemes and more personal service, which willensure high occupancy.

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IS for Hotel service

Infrastructure • Since the role of hotel is changing just a place of stay. It

is being used for business meetings, conferences,exhibitions, marriage ceremonies and parties, music

and entertainment shows etc. This needs their infrastructure to be changes accordingly.

Customers Feedback monitoring.

Manpower needs.• MIS must support HRD of hotel to monitor the

expectation and manpower needs. Since the customersare from different parts of the country, many problemscan be solved if proper employees are placed.

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MIS in Service Nsectors

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