MIS Application is 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.
http://www.econedlink.org/lessons/index.php?lesson=EM642&page=teacher
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
Service
 Can be resold  Reselling unusual
 Can be inventoried  Difficult to inventory

 Some aspects of  Quality difficult to

quality measurable measure
 Selling is distinct  Selling is part of
from production service
 Goods Versus Services - Continued
Goods
Service
 Product is  Provider, not product
transportable is transportable
 Site of facility  Site of facility
important for cost important for customer
contact
 Often easy to  Often difficult to
automate automate
 Revenue generated  Revenue generated
primarily from tangible primarily from
product intangible service.
 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
 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
MIS Application in Banking Sector
 What is a Bank ?
• A Bank (German Word) means a joint stock fund
• An organization, usually a corporation, chartered
by a state or central government
• Receives demand deposits and time deposits,
pays interest on them; discounts notes, makes
loans, and invests in securities; collects checks,
drafts, and notes; certifies depositor's checks; and
issues drafts and cashier's checks
 Functions - Bank

Commercial Bank
© 1984-1994
T/Maker Co.

Marketing Operations Finance/

Accounting

Teller Check Transactions

Security
Scheduling Clearing Processing
 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
 Customers Database
• Customers (A single person, A group of people,
company or an organization)
• Operator of the account (Individual person,
employee, representative of the organization)
• Working hours (Customer needs flexible
working hours.)
 Service
• To the customer
 Some times bank personals needs information about the
customers and their account, 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. Therefore
they require to study the trends in the industry. MIS
should collect data from various sources and analyses it.
Skill and Knowledge Up-gradation
 To offer proper service to the customer
bank personnel must update their
knowledge about financial policies and new
developments.
 There are many banks in the market now
and this industry is growing very fast. Good
service is the only solution to improve
business.
MIS Application in Insurance
 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, company
 Insurance companies in India
LIFE INSURERS Websites
Public Sector
Life Insurance Corporation of India www.licindia.com
Private Sector
Allianz Bajaj Life Insurance Company Limited www.allianzbajaj.co.in
Birla Sun-Life Insurance Company Limited www.birlasunlife.com
HDFC Standard Life Insurance Co. Limited www.hdfcinsurance.com
ICICI Prudential Life Insurance Co. Limited www.iciciprulife.com
ING Vysya Life Insurance Company Limited www.ingvysayalife.com
Max New York Life Insurance Co. Limited www.maxnewyorklife.com
MetLife Insurance Company Limited www.metlife.com
Om Kotak Mahindra Life Insurance Co. Ltd. www.omkotakmahnidra.com
SBI Life Insurance Company Limited www.sbilife.co.in
TATA AIG Life Insurance Company Limited www.tata-aig.com
AMP Sanmar Assurance Company Limited www.ampsanmar.com
Dabur CGU Life Insurance Co. Pvt. Limited www.avivaindia.com
 Insurance companies in India
GENERAL INSURERS
Public Sector
National Insurance Company Limited www.nationalinsuranceindia.com
New India Assurance Company Limited www.niacl.com
Oriental Insurance Company Limited www.orientalinsurance.nic.in
United India Insurance Company Limited www.uiic.co.in
Private Sector
Bajaj Allianz General Insurance Co. Limited www.bajajallianz.co.in
ICICI Lombard General Insurance Co. Ltd. www.icicilombard.com
IFFCO-Tokio General Insurance Co. Ltd. www.itgi.co.in
Reliance General Insurance Co. Limited www.ril.com
Royal Sundaram Alliance Insurance Co. Ltd. www.royalsun.com
TATA AIG General Insurance Co. Limited www.tata-aig.com
Cholamandalam General Insurance Co. Ltd. www.cholainsurance.com
Export Credit Guarantee Corporation www.ecgcindia.com
 IS for Insurance
 MIS handles three major areas of insurance
company :
• The development of new policies.
• The settlement of claims.
• Administrations and Management of policies.
Information for New Policy Development

 Finding out the risk incidence cost of risk

management, 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.
 They must identify the risk possibilities and
covering then by appropriate insurance
policy
 The Settlement of Claims
 This is very critical application in the MIS
and it needs effective design, so that
managers can take easy decisions.
 Reports generated by MIS should bring out
exception reports on the claim pending,
their disputes, not settled and rejected
claims due to certain reasons.
Administrations and Management
of Policies
 Many a times you forgot to pay the premium in
time. This results in laps of policy.
 You need to renew a policy in that case if you want
yourself to be benefited from the policy.
 This is a critical application in the insurance
business, which manages the existing policies of
the policy holders.
 Management of policy includes,
• renewal of the policy and revision of the policy.
 MIS must help in generating automatic reminder
service and generating letters to that respect.
MIS Application in Hospitals
and Health Care
 Hospitals and Health Care
 The health care industry consists of public, private
and nonprofit institutions.
 Those institutions include hospitals, offices and
clinics of medical doctors, nursing homes and
home health care facilities.
 The role of hospital has changes from medical
assistance to health care.
 Therefore in hospital there are many critical
resources such as an operation theater, An X-ray
laboratory, tests laboratories etc.
 IS for Hospitals and Health Care
 Patients database : To handle the queries on existing
patients and their treatment.
 Planning and control : At any time hospital staff needs to
find out availability of certain facility and resources in the
hospital. It is needed to have a online query system to find
out such information.
 Hospital staff database : All medical staff of the hospital
including Doctors, Nurses, and Technicians, Visiting
doctors requires to give their personal and professional
experience details to hospital management. There work
times and shits, important telephone numbers. Information
about other emergency and important service center like
laboratories, blood banks and special clinical and facility
centers.
 IS for Hospitals and Health Care
 History database : Guidance and research
doctors and students needs patient’s history
database to maintain. How patient is responding to
a particular drug can be monitored. 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. Most of
the management efforts are related to manpower
and human resource planning.
MIS Application in Airlines
 Airline services
 Airline service main objective is to move peoples and
goods from one part of the world to other location, safely
and in time.
 People look for good service from airline industry. Few are
listed below :
• Scheduling of flights
• Convenience of traveling
• Cost
• Comfort
• Food quality
• Hostility and treatment by the staff
• Facilities at the airport.
 Functions - Airline

Airline © 1984-1994 T/Maker Co.

Marketing Operations Finance/

Accounting

Flight Ground Facility

Catering
Operations Support Maintenance
 IS for Airline service
 Passengers Database
 Airline service MIS must be designed so that it supports for
collecting all types of information.
 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.
 To satisfy all these needs following data is important to be
handled :
• Name, Contact number and address
• Type, Class and purpose of travel
• Destination and duration of stay
• Food habits (Veg, Non-Veg etc.)
• Language and communications needs
• Service expectation (Before and after journey)
 IS for Airline service
 Aviation Industry Information System
 Any airline industry would expect a distinctive
service by keeping safety, security and availability
of the planes as a top priority.
 Therefore MIS plays important role to manage
these aspects.
 This will help them to make decision of new
purchases or replacement, maintenance of planes.
 Planning and control will need different
mathematical`
Hotels
 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.
 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.
 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.
• Purpose of visit and expected duration of stay.
• Service requirements.
• Languages and culture.
 Hotel Occupancy
• This is important aspect in hotel industry. They would like to have
their hotel occupancy high at all the time. Therefore it is necessary
to control the occupancy at high level for all types of rooms
available in that hotel.
• This will also help managers to take different decisions related to
gifts, discount schemes and more personal service, which will
ensure high occupancy.
 IS for Hotel service
 Infrastructure
• Since the role of hotel is changing just a place of stay. It
is being used for business meetings, conferences,
exhibitions, marriage ceremonies and parties, music
and entertainment shows etc. This needs their
infrastructure to be changes accordingly.
 Customers Feedback monitoring.
 Manpower needs.
• MIS must support HRD of hotel to monitor the
expectation and manpower needs. Since the customers
are from different parts of the country, many problems
can be solved if proper employees are placed.
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