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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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