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FMS-BARODA 2012-14

MIS PROJECT REPORT


ON

ROLE OF MIS IN SERVICE INDUSTRY

Prepared by Group
Names
Amit koul Asif kureshi

Roll no
- 16 - 17

Mohammed Aamir - 19 Vrushsen Pawar Hemant prajapati - 27 - 30

FMS-BARODA 2012-14

INTRODUCTION
Management:
Word management identifies a special group of people whose job is to direct the effort and activities of other people toward common objective. Management is the process of coordinating work activities so that they are completed efficiently and effectively with and through other people.

Information * Information is data that has been manipulated to be useful to someone. * Information must have value. * Information tells people something they dont already know or confirms
something that they suspect.

System
A system is a group of interrelated components working together toward a common goal by accepting inputs and producing output in an organized transformation process. Characteristics of a useful system:

* A system is a whole. * Components of a system interact. * Systems are goal seeking. * Systems have input/output. * System must be controlled. * System forms a hierarchy. * Systems exhibit differentiation.

FMS-BARODA 2012-14

Management Information System

MIS is also knows as Information Systems/ Information and Decision Systems/ Computer-Based Information Systems.

The concept of the MIS has evolved over a period of time comprising many different facts of the organizational function. MIS is a necessity of all the organizations. The initial concept of MIS was to process data from the organization and presents it in the form of reports at regular intervals. The system was largely capable of handling the data from collection to processing. It was more impersonal, requiring each individual to pick and choose the processed data and use it for his requirements. This concept was further modified when a distinction was made between data and information. The information is a product of an analysis of data. This concept is similar to a raw material and the finished product. What are needed are information and not a mass of data. However, the data can be analyzed in a number of ways, producing different shades and specifications of the information as a product. It was, therefore, demanded that the system concept be an individual- oriented, as each individual may have a different orientation. Towards the information. This concept was further modified, that the system should present information in such a form and format that it creates an impact on its user, provoking a decision or an investigation. It was later realized then even though such an impact was a welcome modification, some sort of selective approach was necessary in the analysis and reporting. Hence, the concept of exception reporting was imbibed in MIS. The MIS is a product of a multi- disciplinary approach to the business management. It is a product which needs to be kept under a constant review and modification to meet the corporate needs of the information. It is prescribed product design for the organization. The MIS differs since the people in two organizations involved in the same business. The MIS is for the people in the organization. The MIS model may be the same but it differs greatly in the contents. The MIS, therefore, is a dynamic concept subject to change, time and again, with a change in the business management process. It continuously interacts with the internal and the external environment of the business and provides a corrective mechanism in the system so that the change needs of information are with effectively.

FMS-BARODA 2012-14

Evolution of MIS

KS / ES ESS / EIS

AI

DSS

MIS

OAS

TPS

Information Chart of MIS

FMS-BARODA 2012-14

SCOPE OF STUDY
The term "MIS" arose to describe such applications providing managers with information about sales, inventories, and other data that would help in managing the enterprise. Today, the term is used broadly in a number of contexts and includes decision support systems, resource and people management.

What is MIS?
The MIS is defined as an integrated system of man and machine for providing the information to support the operations, the management and the decision making function in the organization. The MIS is defined as a system based on the database of the organization evolved for the purpose of providing information to the people in the organization. 1. 2. 3. 4. 5. 6. Right Information. To the right person. At the right place. At the right time. In the right form. At the right cost.

Expectations from MIS: Handling of Corpus data Confirmation of validity of data Complex processing through Multi Dimensional analysis. Quick Retrieval Mass Storage Dynamic Timely Communication

Characteristics of a Management Information System: Provides reports with fixed and standard formats - Hard-copy and soft-copy reports Uses internal data stored in the computer system End users can develop custom reports Requires formal requests from users

FMS-BARODA 2012-14

VARIOUS TYPES OF MIS

1. Transaction processing systems : Management information systems (MIS), per se, produce fixed, regularly scheduled reports based on data extracted and summarized from the firms underlying transaction processing systems to middle and operational level managers to identify and inform structured and semistructured decision problems. 2. Decision support systems (DSS): are computer program applications used by middle management to compile information from a wide range of sources to support problem solving and decision making.

3. Executive information systems (EIS): is a reporting tool that provides quick access to summarized reports coming from all company levels and departments such as accounting, human resources and operations. 4. Marketing information systems: are MIS designed specifically for managing the marketing aspects of the business.

5. Office automation systems (OAS): support communication and productivity in the enterprise by automating work flow and eliminating bottlenecks. OAS may be implemented at any and all levels of management. 6. School management information systems (MIS): cover school administration, and often including teaching and learning materials.

FMS-BARODA 2012-14

NEED OF MIS:-

Information that needs to be recorded and studied includes relevant information of the department for planning process as well as specific information to know whether one involved in SWM services is performing his duty well, adequate vehicles are given to the SWM Dept. by the workshop, the vehicles give their optimum output, the repairing and maintenance of vehicles and equipment at the workshop is properly done, the vehicles carrying the waste to the disposal site are optimally utilized, the processing plants are performing well, landfill sites are well managed etc. The first thing each morning the chief executive should see is whether anything unusual or unsatisfactory has happened needing immediate remedial measures. A list of items is given below on which the data should be collected and kept on record for planning purposes and a few preformed are designed for monitoring the activities done by various sections of SWM department as under which may be utilized by the local bodies with suitable modifications.

Features of MIS
It must be capable of handling voluminous data. The data as well as transactions must be validated. It must be able to perform operations on the data irrespective of the complexity of the operations. Often time multi-dimensional analysis is required. An MIS should facilitate quick search and retrieval of information. An MIS must support mass storage of data and information. The information must be communicated to the recipient in time. Moreover, the communicated information must be relevant.

FMS-BARODA 2012-14

Goods and Services Goods


Goods 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.

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

FMS-BARODA 2012-14

Customer Service Design:People

Promotion

Price

Customer service Design

Product

Place

Service Process Cycle


Stage Initiation Steps Enquiry, information seeking, checking, assessing Steps towards or prior to effecting the service Ex: passenger Service Seeking information on flights, fare, services, timings, facilities Issue of ticket and instructions about check in of baggage, preboarding service Ticket inspection at counter, issue of boarding pass, movement guidance for security check Finding seat, provide inflight assistance and services Baggage arrival and reclaiming, exit guidance, next flight information, transport assistance

Transition

Pre-service

Check and cross-check of documents, records, vouchers. Providing guidance, exchange of documents, assurance of quality Effecting the service delivery with goods, physical assistance Concluding the service, providing existing assistance. Service recovery

Service

Post-service

FMS-BARODA 2012-14

Role of MIS Service Industries


Service Industries are: Airlines Hotels Hospitals Banking Insurance Education

1. 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

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FMS-BARODA 2012-14

Airlines: distinctive service


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

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2. 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, and enjoyment to service. Designed for: a. Individuals stay b. Business executives c. Family d. Tourist groups

Hotels: MIS Responsibilities:1. 2. 3. 4. 5. 6. Keep the track of customer profiles Monitoring occupancy level Project future needs Monitor the level of expectations Monitor the communication needs Customer database

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FMS-BARODA 2012-14

Keep track of customer profile: 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 It will enable to take investment decisions

3. Hospital:-

These are required to run as business institutions with the mission of the best health care for the people. The scope of services includes health care guidance, preventive care, post clinical attention, care and advice. Patient database Medical server database Resource planning and control Medical care history database.

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FMS-BARODA 2012-14

4. 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. Service to Account Holders: Reports to managementNon-moving 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.

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FMS-BARODA 2012-14

5. 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 Risk coverage Risk handling Claim settlement.

* Four principles* * * *
Simple products Low premium High risk standards Cautious investments

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.

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FMS-BARODA 2012-14

6. 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.

Role of EMIS: Students database Basic information about the students. Monitoring the progress of students. Facilitates Database Planning and allocation of resources. Faculty information. Support for Basic Management activities: HR, Accounting, Finance.

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Data collection

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Access and dissemination

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EMIS Model

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FMS-BARODA 2012-14

MIS in management

Sales and Marketing Systems


Major functions of systems:
Sales management, market research, promotion, pricing, new products.

Major application systems: Sales order info system, market research system, pricing system.

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FMS-BARODA 2012-14

Financing and Accounting Systems

Major functions of systems: Budgeting, general ledger, billing, cost accounting


Major application systems:

General ledger, accounts receivable, accounts payable, budgeting, funds management systems.

Human Resource Systems


Major functions of systems: Personnel records, benefits, compensation, labor relations, training
Major application systems:

Payroll, employee records, benefit systems, career path systems, personnel training systems

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FMS-BARODA 2012-14

Some important Facts of MIS in Service Industry


Management Information Systems (MIS) not only include software systems, but the entire set of business processes and resources that are used to pull together information from functional or tactical systems. Data is then presented in a user-friendly and timely manner so that mid and upper-level managers can use it to take the right actions. The entire system is designed so that the company will meet its strategic and tactical goals.

The primary function of MIS is to help a manager take an action, answer a question or ask the right question. The questions or actions should directly relate to tactical or strategic goals.

A sales manager who uses projections from the financial systems to compare with actual sales from the sales system can better gauge whether goals will be met. If the target is not going to be met, then the manager and his group can review their past actions and make necessary changes in order to increase sales and meet goals.

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Advantages of MIS:-

The following are some of the benefits that can be attained for different types of management information systems. Companies are able to highlight their strengths and weaknesses due to the presence of revenue reports, employees' performance record etc. The identification of these aspects can help the company improve their business processes and operations.

Giving an overall picture of the company and acting as a communication and planning tool.

The availability of the customer data and feedback can help the company to align their business processes according to the needs of the customers. The effective management of customer data can help the company to perform direct marketing and promotion activities.

Information is considered to be an important asset for any company in the modern competitive world. The consumer buying trends and behaviors can be predicted by the analysis of sales and revenue reports from each operating region of the company.

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FMS-BARODA 2012-14

Companies are able to highlight their strengths and weaknesses due to the presence of revenue reports, employees' performance record etc. The identification of these aspects can help the company improve their business processes and operations.

Giving an overall picture of the company and acting as a communication and planning tool.

The availability of the customer data and feedback can help the company to align their business processes according to the needs of the customers. The effective management of customer data can help the company to perform direct marketing and promotion activities.

Information is considered to be an important asset for any company in the modern competitive world. The consumer buying trends and behaviors can be predicted by the analysis of sales and revenue reports from each operating region of the company.

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FMS-BARODA 2012-14

CONCLUSION
MIS differ from regular information systems because the primary objectives of these systems are to analyze other systems dealing with the operational activities in the organization. In this way, MIS is a subset of the overall planning and control activities covering the application of humans, technologies, and procedures of the organization.

Within the field of scientific management, MIS is most often tailored to the automation or support of human decision making. As organizations grow, MIS allows information to move between functional areas and departments instantly, reducing the need for face-to-face communications among employees, thus increasing the responsiveness of the organization.

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BIBLIOGRAPHY

1. Ackoff, R.L. (1967). Management Misinformation systems. Management Science,14(4), 147-156 . (plus letter from Rapport). 2. Alavi, M. An assessment of the Prototyping Approach to Information Systems Development, CACM, june 1984, 27(6), pp. 556-563. 3. Alavi, M. (1992, March). Revisiting DSS Implementation Research: A Meta-Analysis of the Literature and suggestions for Researchers. MIS , Quarterly, 95-116. 4. Alavi, M., computer-Mediated collaborative Learning : An Empirical Evaluation, MIS Quarterly, june 1994,pp. 159-174. 5. Allen, B. (1987). Make Information Services pay is way, Harvard Business Review, JanFeb, pp. 167-182. 6. Alter, S. (1977). A axonomy of Decision Support systems. Sloan Management Review, 19(1), 39-56.

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