MIS Application in Service Industry
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. Can you touch and buy jump ropes, swing sets, bats and balls, caps, pans, or pencils? These items are all called goods.
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. Community helpers are people who provide SERVICES for us. Some of our community helpers are paid by our government.
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
Goods Versus Services
Goods Can be resold Can be inventoried Service Reselling unusual Difficult to inventory
Some aspects of quality measurable Selling is distinct from production
Quality difficult to measure Selling is part of service
Goods Product is transportable Site of facility important for cost Service Provider. not product is transportable Site of facility important for customer contact Often difficult to automate Revenue generated primarily from intangible service.Goods Versus Services .
Often easy to automate Revenue generated primarily from tangible product
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
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.
MIS Application in Banking Sector
and issues drafts and cashier's checks
. discounts notes. chartered by a state or central government • Receives demand deposits and time deposits. certifies depositor's checks. makes loans. drafts. and invests in securities. usually a corporation. pays interest on them. and notes.MIS Application in Banking Sector
What is a Bank ?
• A Bank (German Word) means a joint stock fund • An organization. collects checks.
© 1984-1994 T/Maker Co.
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
. employee.Customers Database
• Customers (A single person. representative of the organization) • Working hours (Customer needs flexible working hours. A group of people. company or an organization) • Operator of the account (Individual person.
• To the customer
Some times bank personals needs information about the customers and their account. Therefore they require to study the trends in the industry. MIS should collect data from various sources and analyses it.
. 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.
There are many banks in the market now and this industry is growing very fast.
.Skill and Knowledge Up-gradation
To offer proper service to the customer bank personnel must update their knowledge about financial policies and new developments. Good service is the only solution to improve business.
MIS Application in 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.
licindia. Pvt. SBI Life Insurance Company Limited TATA AIG Life Insurance Company Limited AMP Sanmar Assurance Company Limited Dabur CGU Life Insurance Co.sbilife. Limited MetLife Insurance Company Limited Om Kotak Mahindra Life Insurance Co.birlasunlife.com www.ampsanmar. Limited www.com www.com Websites
ICICI Prudential Life Insurance Co.iciciprulife. Limited
ING Vysya Life Insurance Company Limited Max New York Life Insurance Co.com www.com www.allianzbajaj.com
.com www.in www.in www.co.com www.omkotakmahnidra. Ltd.co.tata-aig.metlife.com www.Insurance companies in India
LIFE INSURERS Public Sector Life Insurance Corporation of India Allianz Bajaj Life Insurance Company Limited Birla Sun-Life Insurance Company Limited HDFC Standard Life Insurance Co.hdfcinsurance.maxnewyorklife.avivaindia.ingvysayalife.
ril.orientalinsurance.icicilombard.in www.ecgcindia. Limited Cholamandalam General Insurance Co. Limited ICICI Lombard General Insurance Co. Limited Royal Sundaram Alliance Insurance Co.com www.nic.bajajallianz.in www. Reliance General Insurance Co. TATA AIG General Insurance Co.Insurance companies in India
GENERAL INSURERS Public Sector National Insurance Company Limited www.co.com www. Export Credit Guarantee Corporation
www.in www. Ltd.com
New India Assurance Company Limited
Oriental Insurance Company Limited United India Insurance Company Limited Bajaj Allianz General Insurance Co.com www.com
.niacl.co. IFFCO-Tokio General Insurance Co.in www.uiic. Ltd.royalsun.com www.com www.com
www.co.cholainsurance.tata-aig. Ltd.itgi. Ltd.nationalinsuranceindia.
• Administrations and Management of policies.
.IS for Insurance
MIS handles three major areas of insurance company :
• The development of new policies. • The settlement of claims.
They must identify the risk possibilities and covering then by appropriate insurance policy
. 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.Information for New Policy Development
Finding out the risk incidence cost of risk management.
so that managers can take easy decisions.The Settlement of Claims
This is very critical application in the MIS and it needs effective design. their disputes. Reports generated by MIS should bring out exception reports on the claim pending.
. not settled and rejected claims due to certain reasons.
Management of policy includes.
• renewal of the policy and revision of the policy. You need to renew a policy in that case if you want yourself to be benefited from the policy.
MIS must help in generating automatic reminder service and generating letters to that respect.Administrations and Management of Policies
Many a times you forgot to pay the premium in time. This results in laps of policy.
. which manages the existing policies of the policy holders. This is a critical application in the insurance business.
MIS Application in Hospitals and Health Care
. offices and clinics of medical doctors.Hospitals and Health Care
The health care industry consists of public. The role of hospital has changes from medical assistance to health care. Those institutions include hospitals. Therefore in hospital there are many critical resources such as an operation theater. tests laboratories etc. private and nonprofit institutions. nursing homes and home health care facilities. An X-ray laboratory.
Information about other emergency and important service center like laboratories. and Technicians. It is needed to have a online query system to find out such information. important telephone numbers. Nurses. Planning and control : At any time hospital staff needs to find out availability of certain facility and resources in the hospital. Visiting doctors requires to give their personal and professional experience details to hospital management. Hospital staff database : All medical staff of the hospital including Doctors. There work times and shits.
.IS for Hospitals and Health Care
Patients database : To handle the queries on existing patients and their treatment. blood banks and special clinical and facility centers.
. To make planning for health service this serves is a important information. Payroll and financial accounting Critical control Management of the hospital need reports for forward planning and control. How patient is responding to a particular drug can be monitored.IS for Hospitals and Health Care
History database : Guidance and research doctors and students needs patient’s history database to maintain. Most of the management efforts are related to manpower and human resource planning.
MIS Application in Airlines
Airline service main objective is to move peoples and goods from one part of the world to other location. safely and in time.
. Few are listed below :
• • • • • • • Scheduling of flights Convenience of traveling Cost Comfort Food quality Hostility and treatment by the staff Facilities at the airport. People look for good service from airline industry.
© 1984-1994 T/Maker Co.
They may want to revise the schedules of the flight. which suits the passengers needs. Some-times it needs to discover service package for particular group of passengers. It requires passengers profile to be built up. Contact number and address Type. Class and purpose of travel Destination and duration of stay Food habits (Veg. To satisfy all these needs following data is important to be handled :
• • • • • • Name.) Language and communications needs Service expectation (Before and after journey)
. Non-Veg etc.IS for Airline service
Passengers Database Airline service MIS must be designed so that it supports for collecting all types of information.
Therefore MIS plays important role to manage these aspects.IS for Airline service
Aviation Industry Information System Any airline industry would expect a distinctive service by keeping safety. This will help them to make decision of new purchases or replacement. Planning and control will need different mathematical`
. maintenance of planes. security and availability of the planes as a top priority.
Every time the hotel needs to undergo change according to the needs of the customers. live concerts. interviews. hotels are not only meant for a individual stay but now it’s a place for business meetings. Hotel is a place where people would like to have a distinctive service. conferences.MIS for Hotel
People prefer hotels when they are out of their homes. spending their leisure time. Main function of hotel industry is to provide a room to stay with basic amenities and facilities so that customer has a comfortable stay. the concept has changed from convenience of stay to comfort and enjoyment. so that customers expectations are fulfilled. or on some official duties. Due to lot of competitions in the hotel service. might be on vacations. Managers put all efforts to keep hotel occupancy high all the times.
. Today. Responsibilities of MIS plays important role of providing 37 information to the best possible way.
They would like to have their hotel occupancy high at all the time. Purpose of visit and expected duration of stay.IS for Hotel service
Customers Profile To anticipate the expectations of the customers or group of customers we needs to have information related to the following : • • • • Customers details. Languages and culture. Service requirements. Therefore it is necessary to control the occupancy at high level for all types of rooms available in that hotel. which will ensure high occupancy. • This will also help managers to take different decisions related to gifts. discount schemes and more personal service.
• This is important aspect in hotel industry.
It is being used for business meetings.
• MIS must support HRD of hotel to monitor the expectation and manpower needs.IS for Hotel service
• Since the role of hotel is changing just a place of stay. marriage ceremonies and parties. Manpower needs. music and entertainment shows etc. many problems can be solved if proper employees are placed. Since the customers are from different parts of the country.
Customers Feedback monitoring. exhibitions. This needs their infrastructure to be changes accordingly. conferences.