MIS in Services Sector

By Saad Ali

Services sector is a part of economy, which consists of Individuals and Businesses, which contribute to the production of services/employment, thus contributing to GDP.  Services are different from generation of goods that may be used in the service sector. 

Services sector is related with one-on-one interaction of the customers, for this purpose service demands are dynamic and changing, this is often due to Socio-Economic situation of customer that is often determined from the levels of his/her needs and expectations.

Due to its dynamic nature, competition, and to maintain competitive edge, Managers strive to model distinctive services, in order to satisfy its customer and fulfill their demands. This means services sector includes some of the major areas, which, when looked after smartly can produce better results, and also prove as competitive edge.

Following are the principles of the distinctive service as stated by Tom Peters.

Tom Peters in “The Service Edge” states five principles of a distinct service

1. Listen, understand and respond to the customers.
2. Define a superior service and establish a service strategy.
3. Set the standards and measure the performance.
4. Select, then train and then empower the employees to work for the customers.
5. Recognize and also reward the accomplishments.

In today’s world, the main goal of service organizations is to maximize profit. For this purpose they struggle on creation of distinct services, along with that, there also exists competition of marketing products.

Services sector includes Hospitals, Education, Hotels, Airlines and Banking sector etc.

Hospitals are run as a business with a mission of providing health care facilities. Therefore, MIS can be used in hospitals to monitor patients’ checkup, treatment, recovery and services availed history so as to entertain the customer accordingly on their subsequent next visits.

Banking sector is responsible for providing financial/monetary services. MIS in this sector should be implemented in order to keep record of customers, as well as services to the account holders, special offers or promotions.

In Hotel Industry, MIS can be used to keep track of customer profiles, there wants and needs of services asked for or availed during their visits, so as to treat them accordingly on their subsequent visits, it can also be used for managing current resources, planning for future/needed resources, monitor occupancy level, providing special services to special people etc.

Airline Industry is a major, quick and safe source of mobility of People and Goods. In this industry MIS can be used to keep track of various aspects of customer information, information about the aviation, flight schedules, operations, special offers etc.

MIS in Education industry can be used to maintain record of students, teachers or instructors, monitor their progress, planning of resources, staff information, admission systems etc.