13099951 management information system lect 2 application in service(2)

8/8/2019 13099951 Management Information System Lect 2 Application in Service(2)

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MIS Application is Service Industry


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Goods and Services

Goods are things you can buy that you cantouch. Can you buy apples? Can you touchapples? Then the apples are goods.

Can you touch and buy jump ropes, swingsets, bats and balls, caps, pans, or pencils?These items are all called goods.


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From time to time we also buy things that cannotbe touched.

For example, We buy repairs and cleaning for our

teeth when we go to the dentist. In this case, weare buying a SERVICE. It is something done forus.

Community helpers are people who provide

SERVICES for us. Some of our communityhelpers 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

Can be resold

Can be inventoried

Some aspects of

quality measurable

Selling is distinctfrom production

Reselling unusual

Difficult to inventory

Quality difficult to

measure

Selling is part ofservice

GoodsGoodsServiceService


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Goods Versus Services - Continued

Product is transportable

Site of facility importantfor cost

Often easy to automate

Revenue generatedprimarily from tangibleproduct

Provider, not product istransportable

Site of facility importantfor customer contact Often difficult to automate

Revenue generatedprimarily from intangible

service.

GoodsGoodsServiceService


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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 createa distinctive service to 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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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; andissues drafts and cashier's checks


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Functions - Bank

Operations Finance/Accounting

Marketing

CheckClearing

TellerScheduling

TransactionsProcessing

Security

Commercial Bank 1984-1994

T/Maker Co.


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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 newdevelopments.

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 IndiaLIFE INSURERS Websites

Public Sector

Life Insurance Corporation of India www.licindia.com

Private Sector

Allianz Bajaj Life Insurance Company Limited www.allianzbajaj.co.in

Birla Sun-Life Insurance Company Limited www.birlasunlife.com

HDFC Standard Life Insurance Co. Limited www.hdfcinsurance.com

ICICI Prudential Life Insurance Co. Limited www.iciciprulife.com

ING Vysya Life Insurance Company Limited www.ingvysayalife.com

Max New York Life Insurance Co. Limited www.maxnewyorklife.com

MetLife Insurance Company Limited www.metlife.comOm Kotak Mahindra Life Insurance Co. Ltd. www.omkotakmahnidra.com

SBI Life Insurance Company Limited www.sbilife.co.in

TATA AIG Life Insurance Company Limited www.tata-aig.com

AMP Sanmar Assurance Company Limited www.ampsanmar.com

Dabur CGU Life Insurance Co. Pvt. Limited www.avivaindia.com


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Insurance companies in IndiaGENERAL INSURERS

Public Sector

National Insurance Company Limited www.nationalinsuranceindia.com

New India Assurance Company Limited www.niacl.com

Oriental Insurance Company Limited www.orientalinsurance.nic.in

United India Insurance Company Limited www.uiic.co.in

Private Sector

Bajaj Allianz General Insurance Co. Limited www.bajajallianz.co.in

ICICI Lombard General Insurance Co. Ltd. www.icicilombard.com

IFFCO-Tokio General Insurance Co. Ltd. www.itgi.co.in

Reliance General Insurance Co. Limited www.ril.comRoyal Sundaram Alliance Insurance Co. Ltd. www.royalsun.com

TATA AIG General Insurance Co. Limited www.tata-aig.com

Cholamandalam General Insurance Co. Ltd. www.cholainsurance.com

Export Credit Guarantee Corporation www.ecgcindia.com

HDFC Chubb General Insurance Co. Ltd.


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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 ofthe policy holders.

Management of policy includes, renewal of the policy and revision of the policy.

MIS must help in generating automatic reminderservice 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, privateand nonprofit institutions.

Those institutions include hospitals, offices and

clinics of medical doctors, nursing homes andhome health care facilities.

The role of hospital has changes from medicalassistance to health care.

Therefore in hospital there are many criticalresources such as an operation theater, An X-raylaboratory, tests laboratories etc.


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IS forHospitals and Health Care

Patients database : To handle the queries on existingpatients and their treatment.

Planning and control : At any time hospital staff needs tofind out availability of certain facility and resources in the

hospital. It is needed to have a online query system to find outsuch information. Hospital staff database : All medical staff of the hospital

including Doctors, Nurses, and Technicians, Visiting doctorsrequires to give their personal and professional experiencedetails to hospital management. There work times and shits,

important telephone numbers. Information about otheremergency 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 doctorsand students needs patients history database tomaintain. How patient is responding to a particulardrug 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 andhuman resource planning.


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MIS Application in Airlines


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Airline services

Airline service main objective is to move peoples andgoods from one part of the world to other location, safelyand 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

Operations Finance/

AccountingMarketing

Ground

Support

Flight

Operations

Facility

MaintenanceCatering

Airline 1984-1994 T/Maker Co.


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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 groupof 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 availabilityof the planes as a top priority.

Therefore MIS plays important role to managethese aspects.

This will help them to make decision of newpurchases or replacement, maintenance of planes.

Planning and control will need differentmathematical`


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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 fromconvenience of stay to comfort and enjoyment.

Today, hotels are not only meant for a individual stay but now its a place forbusiness 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 effortsto keep hotel occupancy high all the times.

Responsibilities of MIS plays important role of providing information to the bestpossible way, so that customers expectations are fulfilled.


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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 hoteloccupancy high at all the time. Therefore it is necessary to control theoccupancy 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 highoccupancy.


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IS for Hotel service

Infrastructure

Since the role of hotel is changing just a place of stay. It is beingused for business meetings, conferences, exhibitions, marriageceremonies and parties, music and entertainment shows etc. Thisneeds their infrastructure to be changes accordingly.

Customers Feedback monitoring.

Manpower needs.

MIS must support HRD of hotel to monitor the expectation andmanpower needs. Since the customers are from different parts of

the country, many problems can be solved if proper employees areplaced.


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13099951 management information system lect 2 application in service(2)

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