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.
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http://www.econedlink.org/lessons/index.php?lesson=EM642&page=teacher
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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
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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

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Goods Versus Services - Continued

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.
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Often easy to automate Revenue generated primarily from tangible product

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.

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MIS Application in Banking Sector

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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
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Functions - Bank
Commercial Bank
1984-1994 T/Maker Co.

Marketing

Operations

Finance/ Accounting

Teller Scheduling

Check Clearing

Transactions Processing

Security

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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

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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.)

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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.

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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.
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MIS Application in Insurance

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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
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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. Limited www.licindia.com Websites

Private Sector
www.allianzbajaj.co.in www.birlasunlife.com www.hdfcinsurance.com

ICICI Prudential Life Insurance Co. Limited

ING Vysya Life Insurance Company Limited Max New York Life Insurance Co. Limited MetLife Insurance Company Limited Om Kotak Mahindra Life Insurance Co. Ltd. SBI Life Insurance Company Limited TATA AIG Life Insurance Company Limited AMP Sanmar Assurance Company Limited Dabur CGU Life Insurance Co. Pvt. Limited

www.iciciprulife.com
www.ingvysayalife.com www.maxnewyorklife.com www.metlife.com www.omkotakmahnidra.com www.sbilife.co.in www.tata-aig.com www.ampsanmar.com www.avivaindia.com
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Insurance companies in India

GENERAL INSURERS Public Sector National Insurance Company Limited www.nationalinsuranceindia.com

New India Assurance Company Limited

Oriental Insurance Company Limited United India Insurance Company Limited Bajaj Allianz General Insurance Co. Limited ICICI Lombard General Insurance Co. Ltd. IFFCO-Tokio General Insurance Co. Ltd. Reliance General Insurance Co. Limited Royal Sundaram Alliance Insurance Co. Ltd. TATA AIG General Insurance Co. Limited Cholamandalam General Insurance Co. Ltd. Export Credit Guarantee Corporation

www.niacl.com
www.orientalinsurance.nic.in www.uiic.co.in www.bajajallianz.co.in www.icicilombard.com www.itgi.co.in www.ril.com www.royalsun.com www.tata-aig.com www.cholainsurance.com www.ecgcindia.com
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Private Sector

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.

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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
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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.
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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.
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MIS Application in Hospitals and Health Care

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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.
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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.
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IS for Hospitals and Health Care

History database : Guidance and research doctors and students needs patients 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.
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MIS Application in Airlines

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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.
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Functions - Airline
Airline

1984-1994 T/Maker Co.

Marketing

Operations

Finance/ Accounting

Flight Operations

Ground Support

Facility Maintenance

Catering
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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)

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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`
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Hotels

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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. 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 37 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.
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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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