Part 16

Applications of MIS
(Service Sector)

Third Year Information Technology

MANAGEMENT INFORMATION
Tushar B Kute,
SYSTEM

Sandip Institute of
Technology &

PRINCIPLES OF SERVICE BY TOM

PETERS

Listen, understand and respond to

customers.
Define a superior service and establish
service strategy.
Set standards, measure and
performance.
Select, train and empower the
employees to work for customers.
Recognize and reward the
accomplishments.

SERVICE PROCESS CYCLE

Stage

Steps

Ex: passenger service

Initiation Enquiry, information

seeking, checking, assessing

Seeking information on flights,

fare, services, timings, facilities

Transitio
n

Steps towards or prior to

effecting the service

Issue of ticket and instructions

about check in of baggage,
pre-boarding service

Preservice

Check and cross-check of

documents, records,
vouchers. Providing
guidance, exchange of
documents, assurance of
quality

Ticket inspection at counter,

issue of boarding pass,
movement guidance for
security check

Service

Effecting the service delivery Finding seat, provide in-flight

with goods, physical
assistance and services
assistance

Postservice

Concluding the service,

providing existing
assistance. Service recovery

Baggage arrival and

reclaiming, exit guidance, next
flight information, transport

CUSTOMER SERVICE DESIGN

SERVICE PRODUCT FORMULATION

Who is the customer?

What is the service scope?
How it is delivered?
What is the quality level?
What additional features to provide?
What should be the price of service?
Where should be offered and what facilities
to provide?
Who would drive the service process?
What process design would deliver the
scope?

SERVICE MANAGEMENT SYSTEM

SERVICE INDUSTRIES

Airlines
Hotels
Hospitals
Banking
Insurance
Education

AIRLINES

Operative function is to move people and

goods from one location to the other safely
on time.
The perceptions about good service

Schedule
Convenience
Prices
Seat comfort
Meal quality
Treatment by crew
Facilities at airport

AIRLINES: DISTINCTIVE SERVICE

Assistance in the travel arrangements,

arranging the hotel accommodation, surface
transport to and fro to the airport etc.
The MIS application would be towards
supporting all decisions which affect the
objective of offering distinctive service to
customers having different expectations and
perceptions.
They concentrate on the process and
outcome of the service.

AIRLINES: SERVICE GOALS

One complaint per 1,00,000

passengers.
95 percent occupancy to conclude that
schedules are convenient.
Throughput time, check in to check out
is less than 10 minutes.

PASSENGER INFORMATION

Type, class and purpose of travel.

The socio-economic group.
The duration of stay at destination.
The food and eating habits.
The language and communication needs.
The expectations on the service before and
after the journey.
The traffic flow between the towns, cities and
countries.

INFORMATION ON THE AVIATION

INDUSTRY

Safety, security and availability of

planes.
New purchases
Planned replacements
Investment in the infrastructure
facilities.
Manpower training.

HOTELS

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.
The transition has taken place from
convenience to comfort, comfort to
enjoyment, enjoyment to service.
Designed for

Individuals stay
Business executives
Family
Tourist groups

HOTELS: MIS RESPONSIBILITIES

Keep the track of customer profiles

Monitoring occupancy level
Project future needs
Monitor the level of expectations
Monitor the communication needs
Customer database

KEEP TRACK OF CUSTOMER PROFILE

Customer database

Type of customer
The nature or purpose of visit
The duration of stay
The service demanded
The socio-economic class of the customer
The religion, language, and the culture

It will enable to take investment

decisions.

MONITORING OCCUPANCY LEVEL

Control the occupancy at higher level.

It will help to take decisions by

Evolving different tariff schemes

Attractive gift
Discount schemes
More personalized service.

PROJECT FUTURE NEEDS

Place for

Business meetings
Conferences
Exhibitions
Marriage parties
Entertainment shows

MONITOR THE LEVEL OF

EXPECTATIONS

Fast service
The manner or process of
offering the service
Building proper manpower grid.

MONITOR COMMUNICATION NEEDS

Interaction with the customer a comfortable

exercise.
Upgrade the knowledge and skills of
employee.
Communication at reception?

Answer the queries from the tariff to the facilities

of hotel.
Speaking the language of customers
Services offered
Information on sight-seeing places
Other hotels, important locations
Different ways of greetings with customers.

CUSTOMER DATABASE

Personal information about the

customers.

Their room choice

Food habits
Special likings
Record of contacts

Customer interaction and back office

systems.

HOSPITAL

These are required to run as business

institutions with the mission of the best
health care for the people.
The scope of services include health
care guidance, preventive care, post
clinical attention, care and advice.
Medical Engineering?

FRONT END APPLICATIONS

Patient database
Medical server database
Resource planning and control
Medical care history database.

BACK OFFICE APPLICATIONS

Core applications

Manpower and personnel planning

Payroll and the employee related
applications
Hospital billing and recovery
The expiry data management
Financial accounting, expense control
Maintenance of service facilities
Resource utilization and analysis.

BACK OFFICE APPLICATIONS

Critical control applications

Patient waiting time and service cycle.

Non-use of critical resources.
Stockouts of critical drugs, and time taken
to restore supply.
Number of patients admitted, treated,
cured.
New trends in service demands
Analysis of delay in terms of duration and
causes.

BANKING

It is a place where the financial

services are offered, viz. checking,
saving and providing credit to
customers.
Customer choose the banks on

The ease of doing business

The quality of personnel and service
The range of the financial services.

CUSTOMER DATABASE

The service expectations and

perceptions revolve around the
following factors

Customer- individual, company,

institutions.
Operator- housewife, employee, officer of
organization.
Range of service- savings, credit and
payment.
Class of customers- income group,
corporate bodies.

SERVICE TO ACCOUNT HOLDERS

Reports to management

Non-moving account
Account having balance > 50,000
Account going down minimum balance.
Routine payments are not made.
The routine credits are not arrived.
The defaults on loan repayments.
Delay on crediting cheque amounts.
Sudden rise and fall in account movement.

SERVICE TO BUSINESS PROMOTIONS

Offering credit to right kind of

customers.
It is necessary to study the business
trends and solicit the customers from
upcoming and growing business sector.
Data analysis- decides the future
strategies.

HUMAN RESOURCE UPGRADE

Any amount of mechanization and

computerization is not a substitute to service
with a smile.
Training courses for the employees to
improve their knowledge about banking and
financial world.
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.

INSURANCE

Risk management.
The risk may cover life through life
insurance, liability through liability
insurance, accident through accident
insurance, breakdown of equipment through
breakdown insurance etc.
Four principlesDistinctive service by- Simple products

Risk coverage
Risk handling
Claim settlement.

Low premium
High risk standards
Cautious investments

MIS IN INSURANCE

The information for development of

new insurance products through
different policies.
The settlement of claim, in terms of
time, value and fairness.
The administration and management of
the existing policies.

INFORMATION FOR NEW PRODUCTS

Conducting a survey for new needs through

regular contacts with business and industry.

Risk accidents
Cost of risk management
Identifying the risk conditionality
Assessment of insurance premium

New trends

Computer breakdown
Old age health care
Consignment insurance
Export credit insurance, farm insurance

SETTLEMENT OF CLAIMS

How soon the claim is settled?

Lot of time spent leads to customer
dissatisfaction.
It is necessary to build different indices
of the claim processing and keep the
track of claim settlement.
The MIS should bring out exception
report on the claim pending, not
settled, rejected.

MANAGEMENT OF POLICIES

Issues

Renewal of a policy
Revision of a policy

The systems included

Customer data management system

Commission, billing and claim settlement
Premium accounting and policy analysis

EDUCATION

The process by which society

deliberately transmits its accumulated
knowledge, skills and values from one
generation to another.
Variety of data needed at geographical
and administrative hierarchies.

EMIS

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.
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

MAJOR CHALLENGES

Design and management of consistent,

efficient and functional information
system.
Heavy competition in the education
sector.

ROLE OF MIS

Students database

Facilitates Database

Basic information about the students.

Monitoring the progress of students.
Planning and allocation of resources.
Faculty information.

Support for Basic Management

activities:

HR, Accounting, Finance.

DATA COLLECTION

ACCESS AND DISSEMINATION

EMIS MODEL

EMIS MODEL

REFERENCES

Waman Jawadekar, "Management

Information Systems Text & Cases- A Digital
Firm Perspective , 4th Edition, Tata
McGraw-Hill Education Private Limited.