Application of MIS in Service

Group members
Sudhir Kumar Sikander Kushwaha Sitakant Behara

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Xavier Institute - XIDAS, Jabalpur

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

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

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Xavier Institute - XIDAS, Jabalpur

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 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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Xavier Institute - XIDAS, Jabalpur

Principles of distinctive service

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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.

7/15/2011

Xavier Institute - XIDAS, Jabalpur

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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Xavier Institute - XIDAS, Jabalpur

Customer design
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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 product
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price

place
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Conceptual SMS Architecture Model

application Resource data base

Facilities data base

Customer data base

knowledge Back end application Front end Service job data base

Accounts data base

Network server

PC

PC
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PC

PC
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Xavier Institute - XIDAS, Jabalpur

Application of MIS in service Sector

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Xavier Institute - XIDAS, Jabalpur

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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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Xavier Institute - XIDAS, Jabalpur

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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 requirement 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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Xavier Institute - XIDAS, Jabalpur

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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

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Xavier Institute - XIDAS, Jabalpur

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PrePre-service
Customer gives passport, a letter, visiting card
Enter customer data and room

Process document

Customer database

Room database

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Xavier Institute - XIDAS, Jabalpur

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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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PostPost-Service
Customer gives feedback
Knowledge database

Enter feedback form

Process feedback record

Process a letter of thanks

Close the service and customer record

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