Application of Mi Sin Service Sector

Application of MIS in Service
Group members
Sudhir Kumar Sikander Kushwaha Sitakant Behara
5/5/2012
Xavier Institute - XIDAS, Jabalpur
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 Xavier Institute - XIDAS, Jabalpur is a SERVICE. It 5/5/2012
How product and service changes according to time? KIRANA SHOP- SHOPPING MALL
MARRIED LIFE LIVE in RELATIOSHIP
PHYSICAL EXISTANCEVIRTUAL EXISTANCE
TALKIES
MUTI PLEX
DEGREE
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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 Initiation of service Steps in stage Enquiry, information, seeking, checking, assessing Step towards service Cross checking the document, records Effecting the service, delivery with the goods Concluding the service, existing assistance Example- educational institute (XIDAS) Through website, advertisement Information brochure & online application form. Cross check the certificate, application form Best faculty with infrastructure. Giving world class placement
Transition to service Pre-service
Service Post service
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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 promo tion Custom er service design produc t
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price
place
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Conceptual SMS Architecture Model
application Resource data base Custome r data base Account s data base
Facilities data base
Back end application Front end
knowledg e
Service job data base
Network server
PC
PC
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PC
PC
9
Application of MIS in service Sector
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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 its 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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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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Initiation for service

Customer queries(telephone, web, e-mail)
Capture requiremen t Process query and confirm requirement Process room reservation Reserve room by date in schedule
Intimate confirmation to customer
Create room application record
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Transition to service
Customer arrives at hotel reception
Enter reservation confirmatio n details Process and confirm availability record Process reservation record of stay Validate customer record
Not OK Start recover process record
OK
Fill form
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Pre-service
Customer gives passport, a letter, visiting card
Enter customer data and room
Process document
Custome r database
Room database
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Service
Service requests: lunch, dinner, room service
Server
Enter service record
Customer database Knowledge database
Accounts database
Process feedback record
Aggregation of service transaction data
Process bills and summary
Process payment
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Post-Service
Customer gives feedback
Knowledge database
Enter feedbac k form
Process feedback record
Process a letter of thanks
Close the service and customer record
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Application of Mi Sin Service Sector

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Application of Mi Sin Service Sector

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Application of MIS in Service

Xavier Institute - XIDAS, Jabalpur

Xavier Institute - XIDAS, Jabalpur

Goods and Services

Create a distinctive service and remain competitive

Xavier Institute - XIDAS, Jabalpur

Principles of distinctive service

Tom Peter stated five principles of distinctive service :

Service process Cycle

Transition to service Pre-service

Service Post service

Xavier Institute - XIDAS, Jabalpur

Conceptual SMS Architecture Model

Facilities data base

Back end application Front end

Service job data base

Xavier Institute - XIDAS, Jabalpur