Application of MIS in Service

Group members

Sudhir Sikander Sitakant

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

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

How product and service changes according time. KIRANA SHOP- SHOPPING MALL
MARRIED LIFE LIVE in RELATIOSHIP
PHYSICAL EXISTANCEVIRTUAL EXISTANCE

TALKIES

MUTI PLEX

DEGREE

CAREER

Create a distinctive service and 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.

Service process Cycle

Stages in service cycle Steps in stage Example- educational institute (XIDAS)

Initiation of service

Enquiry, information, seeking, checking, assessing

Step towards service Cross checking the document, records Effecting the service, delivery with the goods

Through website, advertisement

Information brochure & online application form. Cross check the certificate. Best faculty with infrastructure.

Transition to service Pre-service Service

Post service

Concluding the service, existing assistance

Giving world class placement

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 place

price

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

PC

PC

Application of MIS in service Sector

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.

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.

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

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

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

Process document

Custome r database

Room database

Service
Service requests: lunch, dinner, room service
Server Customer database Knowledge database

Enter service record

Accounts database

Process feedback record

Aggregation of service transaction data

Process bills and summary

Process payment

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