Академический Документы
Профессиональный Документы
Культура Документы
Pre-service
Service Post-service
Concluding the service, providing Baggage arrival and reclaiming, exit existing assistance. Service recovery guidance, next flight information, transport assistance
Who is the customer? What is the service scope? How it is delivered? What is the quality level? What additional features to provide? What should be the price of service? Where should be offered and what facilities to provide? Who would drive the service process? What process design would deliver the scope?
SERVICE INDUSTRIES
Airlines Hotels Hospitals Banking Insurance Education
AIRLINES
Operative function is to move people and goods from one location to the other safely on time. The perceptions about good service
Schedule Convenience Prices Seat comfort Meal quality Treatment by crew Facilities at airport
Assistance in the travel arrangements, arranging the hotel accommodation, surface transport to and fro to the airport etc. The MIS application would be towards supporting all decisions which affect the objective of offering distinctive service to customers having different expectations and perceptions. They concentrate on the process and outcome of the service.
PASSENGER INFORMATION
Type, class and purpose of travel. The socio-economic group. The duration of stay at destination. The food and eating habits. The language and communication needs. The expectations on the service before and after the journey. The traffic flow between the towns, cities and countries.
HOTELS
Traditionally, Hotels are means for those who do not have home or place to stay, when they are away from home. It is viewed as the place for convenience. The transition has taken place from convenience to comfort, comfort to enjoyment, enjoyment to service. Designed for
Customer database
Type
of customer The nature or purpose of visit The duration of stay The service demanded The socio-economic class of the customer The religion, language, and the culture
different tariff schemes Attractive gift Discount schemes More personalized service.
Interaction with the customer a comfortable exercise. Upgrade the knowledge and skills of employee. Communication at reception?
Answer the queries from the tariff to the facilities of hotel. Speaking the language of customers Services offered Information on sight-seeing places Other hotels, important locations Different ways of greetings with customers.
CUSTOMER DATABASE
HOSPITAL
These are required to run as business institutions with the mission of the best health care for the people. The scope of services include health care guidance, preventive care, post clinical attention, care and advice. Medical Engineering?
and personnel planning Payroll and the employee related applications Hospital billing and recovery The expiry data management Financial accounting, expense control Maintenance of service facilities Resource utilization and analysis.
waiting time and service cycle. Non-use of critical resources. Stockouts of critical drugs, and time taken to restore supply. Number of patients admitted, treated, cured. New trends in service demands Analysis of delay in terms of duration and causes.
BANKING
It is a place where the financial services are offered, viz. checking, saving and providing credit to customers. Customer choose the banks on
The
ease of doing business The quality of personnel and service The range of the financial services.
CUSTOMER DATABASE
The service expectations and perceptions revolve around the following factors Customer-
individual, company, institutions. Operator- housewife, employee, officer of organization. Range of service- savings, credit and payment. Class of customers- income group, corporate bodies. Working Hours- morning, afternoon, evening.
account Account having balance > 50,000 Account going down minimum balance. Routine payments are not made. The routine credits are not arrived. The defaults on loan repayments. Delay on crediting cheque amounts. Sudden rise and fall in account movement.
Any amount of mechanization and computerization is not a substitute to service with a smile. Training courses for the employees to improve their knowledge about banking and financial world. E.g. a multinational bank has set standards on satisfying the query in the first phone call, cheque clearance time, waiting time etc. It has set eighty-one Quality Indicators for the bank card business and so on.
INSURANCE
Risk management. The risk may cover life through life insurance, liability through liability insurance, accident through accident insurance, breakdown of equipment through breakdown insurance etc. Distinctive service by Four principles
MIS IN INSURANCE
The information for development of new insurance products through different policies. The settlement of claim, in terms of time, value and fairness. The administration and management of the existing policies.
Conducting a survey for new needs through regular contacts with business and industry.
Risk accidents Cost of risk management Identifying the risk conditionality Assessment of insurance premium Computer breakdown Old age health care Consignment insurance Export credit insurance, farm insurance
New trends
SETTLEMENT OF CLAIMS
How soon the claim is settled? Lot of time spent leads to customer dissatisfaction. It is necessary to build different indices of the claim processing and keep the track of claim settlement. The MIS should bring out exception report on the claim pending, not settled, rejected.
MANAGEMENT OF POLICIES
Issues Renewal
data management system Commission, billing and claim settlement Premium accounting and policy analysis
EDUCATION
The process by which society deliberately transmits its accumulated knowledge, skills and values from one generation to another. Variety of data needed at geographical and administrative hierarchies.
EMIS
An Education Management Information System (EMIS) is a system for the collection, integration, processing, maintenance and dissemination of data and information to support decision making, policy-analysis and formulation, planning, monitoring and management at all levels of an education system. It is a system of people, technology, models, methods, processes, procedures, rules and regulations that function together to provide education leaders, decision makers and managers at all levels with a comprehensive, integrated set of relevant, reliable, unambiguous, and timely data and information to support them in completion of their responsibilities.
MAJOR CHALLENGES
Design and management of consistent, efficient and functional information system. Heavy competition in the education sector.
ROLE OF MIS
Students database
Basic
Facilitates Database
Planning
Accounting, Finance.
DATA COLLECTION
EMIS MODEL
EMIS MODEL
REFERENCES
Waman Jawadekar, "Management Information Systems Text & Cases- A Digital Firm Perspective , 4th Edition, Tata McGraw-Hill Education Private Limited.