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Application of MIS in Service
Group members
Sudhir
Sikander
Sitakant
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Introduction
Providing the most satisfying service to thecustomers MIS found for manufacturing sectors does
not match with service sector Hotels
Hospital Airlines Insurance Banking Finance
Managers put lot of efforts in a serviceindustry to create a distinctive service toremain competitive
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Goods and Services
Goods are things you can buy that youcan touch. Can you buy apples? Canyou touch apples? Then the apples
are goods.
Service
From time to time we also buy things thatcannot be touched.
For example, We buy repairs and cleaningfor our teeth when we go to the dentist. In
this case, we are buying a SERVICE. It is
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How product and service changesaccording time.
KIRANA SHOP- SHOPPING MALL
MARRIED LIFE LIVE in RELATIOSHIP
PHYSICAL EXISTANCE- VIRTUAL EXISTANCE
TALKIES MUTI PLEX
DEGREE - CAREER
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Create a distinctive service and remain
competitive
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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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Service process Cycle
Stages in servicecycle
Steps in stage Example- educationalinstitute (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.
Service Effecting the service,
delivery with the goods
Best faculty with
infrastructure.Post service Concluding the service,
existing assistance
Giving world class
placement
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Customer design
Service process designer design the customerservice based on the assessment and analysis of
customer choice, preference and quality
expectation, willingness to pay the price .
Custom
erservice
design
people
place
pricepromo
tion
produc
t
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Resource
data base
Facilities
data base
application
Service
job data
base
knowledg
eCustome
r database
Account
s data
base
Back endapplication
Front end
PC PC PC PC
Conceptual SMS
Architecture Model
Network server
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Application of MIS in service
Sector
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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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Cont
Main function of hotel industry is toprovide a room to stay with basicamenities and facilities so that
customer has a comfortable stay.Managers put all efforts to keep hoteloccupancy high all the times.
Responsibilities of MIS plays
important role of providing informationto the best possible way, so thatcustomers expectations are fulfilled.
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Initiation for service
Customer queries(telephone, web, e-mail)
Capture
requiremen
t
Process
query and
confirm
requirement
Create room
application
record
Process room
reservation
Reserve
room by date
in schedule
Intimate
confirmation
to customer
http://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation3.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppthttp://localhost/var/www/apps/conversion/tmp/scratch_7/Presentation2.ppt7/27/2019 mis ser
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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
record
Fill
form
Start
recoverprocess
Not
OK
OK
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Pre-service
Customer gives passport, a letter, visiting card
Process
document
Enter
customer
data androom
Custome
rdatabase
Room
database
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Service
Service requests: lunch, dinner, room service
Process
feedback
record
Aggregation of
service
transaction data
Process bills
and summary
Process
payment
Enter
service
record
Customerdatabase
Knowledge
database
Accounts
database
Server
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Post-Service
Customer gives feedback
Knowledge
database
Process
feedback
record
Process a
letter of
thanks
Close the
service
and
customerrecord
Enter
feedbac
k form
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