Application of MIS in Application of MIS in Service Service
Group members
Sudhir KumarSikander KushwahaSitakant Behara
04/11/23 1Xavier Institute - XIDAS, Jabalpur
IntroductionIntroduction 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
04/11/23 2Xavier Institute - XIDAS, Jabalpur
Goods and ServicesGoods and ServicesGoods 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.
04/11/23 3Xavier Institute - XIDAS, Jabalpur
How product and service changes according to time?
KIRANA SHOP- SHOPPING MALL
MARRIED LIFE – LIVE in RELATIOSHIP
PHYSICAL EXISTANCE- VIRTUAL EXISTANCE
TALKIES – MUTI PLEX
DEGREE - CAREER
04/11/23 4Xavier Institute - XIDAS, Jabalpur
Create a distinctive service and remain competitive
04/11/23 5Xavier Institute - XIDAS, Jabalpur
Principles of distinctive Principles of distinctive service 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; and◦ Recognize and reward the accomplishments.
04/11/23 6Xavier Institute - XIDAS, Jabalpur
Service process Cycle Service process Cycle Stages in service cycle
Steps in stage Example- educational institute (XIDAS)
Initiation of service Enquiry, information, seeking, checking, assessing
Through website, advertisement
Transition to service Step towards service
Information brochure & online application form.
Pre-service Cross checking the document, records
Cross check the certificate, application form
Service Effecting the service, delivery with the goods
Best faculty with infrastructure.
Post service Concluding the service, existing assistance
Giving world class placement
04/11/23 7Xavier Institute - XIDAS, Jabalpur
Customer designCustomer designService process designer design the
customer service based on the assessment and analysis of customer choice, preference and quality expectation, willingness to pay the price .
Customer
service design
people
place
pricepromotion
product
04/11/23 8Xavier Institute - XIDAS, Jabalpur
Resource data base
Facilities data base
application
Service job data
base
knowledge
Customer data base
Accounts data base
Back end application
Front end
PC PC PC PC
Conceptual SMS Architecture Model
Network server
04/11/23 9Xavier Institute - XIDAS, Jabalpur
Application of MIS in service Application of MIS in service SectorSector
04/11/23 10Xavier Institute - XIDAS, Jabalpur
MIS for HotelMIS 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.
04/11/2311Xavier Institute - XIDAS, Jabalpur
Cont…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.
04/11/23 12Xavier Institute - XIDAS, Jabalpur
Initiation for serviceInitiation for serviceCustomer queries(telephone, web, e-
mail)Capture
requirement
Process query and confirm requirement
Create room
application record
Process room reservation
Reserve room by date in
schedule
Intimate confirmati
on to customer
04/11/23 13Xavier Institute - XIDAS, Jabalpur
Transition to serviceTransition to serviceCustomer arrives at hotel reception
Enter reservatio
n confirmation details
Process and confirm
availability record
Process reservation record of
stay
Validate customer record
record
Fill form
Start recover process
Not OK
OK
04/11/23 14Xavier Institute - XIDAS, Jabalpur
Pre-servicePre-serviceCustomer gives passport, a letter, visiting
card
Process document
Enter custome
r data and
room
Customer
database
Room databas
e
04/11/23 15Xavier Institute - XIDAS, Jabalpur
ServiceService
Service requests: lunch, dinner, room service
Process feedback
record
Aggregation of service
transaction data
Process bills and
summary
Process payment
Enter service record
Customer database
Knowledge database
Accounts database
Server
04/11/23 16Xavier Institute - XIDAS, Jabalpur
Post-ServicePost-Service
Customer gives feedback
Knowledge
database
Process feedback
record
Process a letter of thanks
Close the service
and customer
record
Enter feedback form
04/11/23 17Xavier Institute - XIDAS, Jabalpur
04/11/23 18Xavier Institute - XIDAS, Jabalpur
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