Application of MIS in Service

Group members

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Introduction
 Providing the most satisfying service to the
customers
 MIS found for manufacturing sectors does not
match with service sector
◦ Hotels
◦ Hospital
◦ Airlines
◦ Insurance
◦ Banking
◦ Finance
 Managers put lot of efforts in a service industry
to create a distinctive service to remain
competitive

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Goods and Services
Goods are things you can buy that you can
touch. Can you buy apples? Can you touch
apples? Then the apples are goods.

Service

From time to time we also buy things that cannot

be touched.
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.

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How product and service changes
according to time?

KIRANA SHOP- SHOPPING MALL

MARRIED LIFE – LIVE in RELATIOSHIP

PHYSICAL EXISTANCE- VIRTUAL EXISTANCE

TALKIES – MUTI PLEX

DEGREE - CAREER

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Create a distinctive service and 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; and
◦ Recognize and reward the accomplishments.

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 Service process Cycle
Stages in service cycle Steps in stage
Initiation of service Enquiry, information, seeking, checking, assessing
Transition to service Step towards service
Pre-service Cross checking the document, records
Service Effecting the service, delivery with the goods
Post service Concluding the service, existing assistance

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Customer design
 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 .
peopl
e
price
promot
ion

Custome
r service
design

place
product
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Application of MIS in Hotel
Industry

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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 official
duties.
• 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.
• 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.

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Xavier Institute - XIDAS, Jabalpur 10
Cont…
• 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.
• Responsibilities of MIS plays important
role of providing information to the best
possible way, so that customers
expectations are fulfilled.

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 Transition to service
Customer arrives at hotel reception

Enter Process and

Process Validate
reservation confirm
reservation customer
confirmation availability
record of stay record
details record

Not
OK
Start record
recover
process
OK
Fill
form

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Room Reservation Data Entry

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House Keeping
 Resource planning
 Material and People required
for cleaning,
 Staff management/ Shifts
 Cleaning management
 Status reporting to front Desk

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 Service
Service requests: lunch, dinner, room service

Server
Customer
database
Enter Accounts
service Knowledge database
record database

Aggregation of
Process Process bills Process
service
feedback record transaction data and summary payment

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Check In Procedure- Group
Reservation
 CHART BOOKING FOR A
GIVEN PERIOD FROM
DATE AND TO DATE
 LINKED WITH CHECK-IN
MODULE FOR
EFFICIENTCHECK-IN

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 Lost & Found
Lost and found
– Register
– Delivery
Phonebook
– In-house use
Pick up Baggage service

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Integrated Data Flow

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POS = Point of sale
Room charging at the POS
 Charge to my room’
 Entire bill
 Partially
 On-line entry
 No danger of missing entries at check-out (while preparing bill)
 Lookup guests and room status from POS
 Use Room key for swipe or enter room number Setup Limits for Room
charges Charge to Conference reservations directly

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Summary: Data Flow

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 Post-Service
Customer gives feedback

Knowledge
database

Close the
Enter Process service and
feedback Process a letter
feedback customer
form of thanks record
record

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AUDIT TRAIL
 WHAT IS AUDIT TRAIL? 

 CAPTURE USERSINFORMATIONAUTOMATICALLYFROM LOGIN ID AND

SECRET PASSWORD

 PURPOSE
 MANAGEMENT WILLKNOW
 WHO ENTERED?
 WHEN THETRANSACTION WAS?
 WHO PRINTED?

 FULL ACCOUNTABILITY

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