Application of MIS in Service

Group members

8/26/2010

Xavier Institute - XIDAS, Jabalpur

1

Introduction
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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

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

8/26/2010

Xavier Institute - XIDAS, Jabalpur

2

3 y .Goods and Services Goods are things you can buy that you can touch. Service From time to time we also buy things that cannot be touched.We buy repairs and cleaning for our teeth when we go to the dentist. For example. It is something done for us. Can you buy apples? Can you touch apples? Then the apples are goods. we are buying a SERVICE. In this case.

How product and service changes according to time? KIRANA SHOP.SHOPPING MALL MARRIED LIFE ² LIVE in RELATIOSHIP PHYSICAL EXISTANCEVIRTUAL EXISTANCE TALKIES ² MUTI PLEX DEGREE - CAREER 4 .

Create a distinctive service and remain competitive 5 .

Set standards and measure the performance. Understand and Respond to the customers.Principles of distinctive service y Tom Peter stated five principles of distinctive service : Listen. and Recognize and reward the accomplishments. Select. Define a Superior Service and establish a Service Strategy. 6 . Train and Empower the employees to work for the customers.

delivery with the goods Concluding the service. assessing Step towards service Cross checking the document. existing assistance 8/26/2010 Xavier Institute . Jabalpur 7 . seeking. information. checking. records Effecting the service.Service process Cycle Stages in service cycle Initiation of service Transition to service Pre-service Service Post service Steps in stage Enquiry.XIDAS.

Jabalpur 8 . preference and quality expectation.Customer design y Service process designer design the customer service based on the assessment and analysis of customer choice. peopl e promo tion Custom er service design product 8/26/2010 price place Xavier Institute . willingness to pay the price .XIDAS.

XIDAS.Application of MIS in Hotel Industry 8/26/2010 Xavier Institute . Jabalpur 9 .

XIDAS. conferences. might be on vacations. ‡ 8/26/2010 Xavier Institute .MIS for Hotel People prefer hotels when they are out of their homes. live concerts. interviews. ‡ Today. the concept has changed from convenience of stay to comfort and enjoyment. Jabalpur 10 . Every time the hotel needs to undergo change according to the needs of the customers. 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. Due to lot of competitions in the hotel service. spending their leisure time. or on some official duties.

Managers put all efforts to keep hotel occupancy high all the times. 8/26/2010 Xavier Institute . Jabalpur 11 . Responsibilities of MIS plays important role of providing information to the best possible way.XIDAS.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. so that customers expectations are fulfilled.

XIDAS.Transition to service Customer arrives at hotel reception Enter reservation confirmation details Process and confirm availability record Process reservation record of stay Validate customer record Not OK Start recover process record OK Fill form 8/26/2010 Xavier Institute . Jabalpur 12 .

Room Reservation Data Entry 8/26/2010 Xavier Institute . Jabalpur 13 .XIDAS.

XIDAS. Staff management/ Shifts Cleaning management Status reporting to front Desk y y y 8/26/2010 Xavier Institute .House Keeping y y Resource planning Material and People required for cleaning. Jabalpur 14 .

Service Service requests: lunch.XIDAS. Jabalpur 15 . 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 8/26/2010 Xavier Institute . dinner.

XIDAS.Check In Procedure.Group ProcedureReservation y y CHART BOOKING FOR A GIVEN PERIOD FROM DATE AND TO DATE LINKED WITH CHECK-IN MODULE FOR EFFICIENTCHECK-IN 8/26/2010 Xavier Institute . Jabalpur 16 .

Jabalpur 17 .Lost & Found Lost and found ² Register ² Delivery Phonebook ² In-house use Pick up Baggage service 8/26/2010 Xavier Institute .XIDAS.

Integrated Data Flow 8/26/2010 Xavier Institute . Jabalpur 18 .XIDAS.

Jabalpur 19 .XIDAS.POS = Point of sale Room charging at the POS y   y    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 8/26/2010 Xavier Institute .

Jabalpur 20 .XIDAS.Summary: Data Flow 8/26/2010 Xavier Institute .

Jabalpur 21 .PostPost-Service Customer gives feedback Knowledge database Enter feedback form Process feedback record Process a letter of thanks Close the service and customer record 8/26/2010 Xavier Institute .XIDAS.

AUDIT TRAIL y WHAT IS AUDIT TRAIL? CAPTURE USERSINFORMATIONAUTOMATICALLYFROM LOGIN ID AND SECRET PASSWORD PURPOSE MANAGEMENT WILLKNOW WHO ENTERED? WHEN THETRANSACTION WAS? WHO PRINTED? FULL ACCOUNTABILITY  y     y 8/26/2010 Xavier Institute .XIDAS. Jabalpur 22 .

8/26/2010 Xavier Institute . Jabalpur 23 .XIDAS.

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