MIS Reports for Mastercard – Global Sales

Assignment

By

Name PRN

Anik Mukherjee 20030241005

Shreya Gandhi 20030241041

Souvik Pyne 20030241044

Subhajit Ghosh 20030241045

Susmita Paul 20030241047

Program : MBA ITBM 2020-22

Division : B

Subject : Management Information Systems

Semester : 2nd

Date : 27th March, 2021

Submitted to : Dr. Pradnya Purandare

 MasterCard (Payment Gateway service) Global Sales
Vision

Our main aim for creating these MIS reports is to deliver value to customers, business and shareholders of the
company and to provide transparency to the investors which Mastercard has committed. These MIS reports will
target customer’s requirements and provide better solutions for different operations. It will help to achieve major
goal of Mastercard like to provide priceless digital experiences, faster checkouts, convenient solutions for cards
that customers need and build loyalty with programs by saving money and time. This will help to evaluate daily
activities, problem solving, opportunities, progress and decision making by proper implementation of planned
and maintained management information systems.

Modules and Requirements

M1: Finance: Finance is the core of any business process with this module we will track profit as well as
company’s cost, also we can delve how Mastercard is using its financial resources. This module can track
crucial things like assets, liabilities, capital accounts, income and expenses. The requirements for this module
are:

1. To make sound decisions for improving productivity

2. To enhance sales and to optimize B2B Payments
3. For better asset management and mitigate the risk.
4. Multi- currency management
5. Real time financial monitoring

M2: Human Resource Management: HRM is very important for organization’s operations, it helps and
contributes significantly for the success of any business. It maintains integrity, customer focus, Innovation and
learning and quality of the work done by employees for delivering the value of the companies to their
customers.

1. Monitoring Employee performance for efficient outcomes

2. To get better employee Information management
3. To provide proper learning and professional developments to the employees
4. To make the most of the assets in order to keep the operations going smoothly.
5. To keep track of payroll and start payments while adhering to all deductions.

M3: Customer Relationship Management: It is very important module to manage and analyse customer’s
needs and their challenges by genuine interactions. It helps organization to gain trust of customers that
eventually increase the growth of the company.

1. to deliver value to customers, business and shareholders and have transparency to the investors.
2. Resolve customer query faster and in effective way (Interactive live assistant for better resolution of
customer queries and for gaining customer’s trust.)
3. To provide Smooth online credit card processing, Better Payment Handling
4. Immediate assistance for lost or stolen cards

Scope for each module

M1: Finance

1. It will ensure sufficient returns to shareholders, which will be determined by earning power, share
market price, and shareholder expectations.
2. It covers business expenses so that spending can be easily monitored and reduce unnecessary employee
spending.
3. Provides optimum funds utilization

M2: HRM

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 1. Examine employee attendance and efficiency over a period of time.
2. Records are used to assist with payroll management and monthly pay-outs.
3. Increments and promotions are evaluated based on the results report.
4. Employee relations, performance their benefits will be covered in this module.
M3: Customer Relationship management

1. Provides more security of customer’s sensitive data.

2. Enhances customer’s faith by giving more efficient payment mode with customized strategies and
latest technology.
3. Minimize customer risk through fraud detection by online screening.
4. It will include customer’s activity and their feedbacks.

M4: Sales and Distribution

1. Provides easy interface to analyse the overall revenue of the organization for a financial year.
2. Ensures stock-keepings for the customer to facilitate with the physical cards to consumers.
3. Enhances the process for approaching newer customers to get registered with the facility.
4. Provides easy dispatch of the customer bill-statements and requests for add-on facilities at a go.

Re Business
Student
por Module No. Stakehold Objective
Name Specific Report
t & er expected Measurable KPI
and Stakeholder Title
Sr. Description Category from the
PRNNO
No MIS-report
1 Anik M3: Middle Technical Maximize No. of new accounts Customer
Mukherje Customer managem Advisor, Data Revenue by registered per month, Time Registrati
e Relationship ent, custodian analyzing spent by user on activity on Report
20030241 Managemen Operation user’s per month, Age groups,
005 t s behavior cities
Customer

3
 Registration
Report
Top
Net Revenue, Total
M4: Sales Managem Increase
operating expense, Total
Souvik and ent, CEO, Finance sales by Sales
2 other income, Earnings per
Pyne distribution Middle manager visualizing Report
share, Number of audits
Sales report Managem reports
performed
ent
M3:
Improve
Customer
Shreya customer Feedback rating, Most
Relationship Middle Customer
Gandhi Relationship experience preferred user services,
3 Managemen Managem feedback
20030241 manager by taking number of grievances of
t Customer ent Report
041 their each level
feedback
feedbacks
report
Keeping
Middle
M1: Finance Account track of Customer
Managem
Subhajit Digital manager, transaction Transaction amount, e-
4 ent,
Ghosh transaction Data s to Transaction Date transactio
Operation
report custodian safeguard n Report
s
customers
Top
M2: HRM Managem Analysis of Employee
Susmita Employee ent, HR, Team Employee Total work hour, number of Performa
5
Paul performance Middle Lead Performanc leaves, Rating by managers nce
report Managem e Report
ent

Report Sr.
1 2 3 4 5
No.

Student
Name Anik Mukherjee Souvik Pyne Shreya Gandhi Subhajit Ghosh Susmita Paul
and PRN 20030241005 20030241044 20030241041 20030241045 20030241047
NO

Customer e- Employee
Report Customer Customer transaction performance
Title in Registration Sales report feedback report Report report
details Report

To track customer
time spent on To track customer Track the e-
Purpose/ To measure
registration and To help visualize behaviour with transactions of
Goal of employee
segment and perform sales regards to usage customers of
Report performance
customers age of website Mastercard
wise
Net Revenue, Feedback rating,
Time spent by
Total operating Most preferred Transaction
user on activity Time spent;
KPI expense, Total user services, amount,
per month, Age ratings received
other income, number of Transaction Date
groups
Earnings per share grievances

4
Report
other Total income, Customer name, Customer city id,
Customer branch Age,
significant earnings per share customer id customer id
id, customer city
Columns

Customer Time spent,

Year, revenue, Rating, resolved Amount,
Filter fields city/time spent on average working
profit status, time spent transaction date
registration hours

To find time spent To help

To find the
on customer To help visualize summarize the To help visualise
Summation distribution of
registration and the customer transaction date employee
/functions operating revenue
find age wise usage patterns and monthly performance
year wise
distribution transactions
Issue resolved Monthly
Sorting Customer age, Revenue and Employee
status and transactions
Attributes time spent monthly data performance
time spent against user

The outcome of
This report shall This chart can give the report
help find the an estimation of presents the
ratings gained Representation of
customer age overall
against the issues The report age vs time spent
wise registrations performance of
Unique faced by the users presents the in the company
and how issue sales teams and
selling on the platform output of the which shall help
related to strategies and
feature and the time monthly determine
registration be process implanted
taken to resolve transactions. employee
solved based on by the company
the issues. The productivity
their geography for gaining more
or location profit output graph
represents the
same functions.

Module: Customer Relationship Management

Report 1: Customer Registration Report

Report Created By: Anik Mukherjee

Assumptions:

 For the analysis, limited record has been considered

 The data that is considered, is purely based on assumptions
 The date that has been considered is for February and March, 2021 only.

Report Layout:

This report will help us to track Customer’s Registration process with the Mastercard. And thus, it
will lead to the improvement of experience of customers with the websites and apps. The details
that have been considered are: Customer ID, Customer Name, Customer Age, Branch ID, Customer’s
City, Account Type, Activity Id, Time Spent on Registration process, Time Spent on Registration
process, Activity Date

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 Time Spent on
Customer Customer Customer Branch Customer’s Activity
Registration Activity Date
ID Name Age ID City Id
process (mins)
661 Angel 33 23 Kolkata 14366 20 01-02-2021
662 Chris 65 15 Guwahati 23563 35 02-02-2021
663 Joy 24 32 Ahmedabad 45678 10 04-02-2021
664 Asa 20 37 Nasik 44564 15 04-02-2021
665 Brat 29 29 Delhi 37899 40 18-02-2021
666 Himesh 41 5 Kolkata 13545 30 27-02-2021
667 Bhowmik 29 39 Bengaluru 554323 20 14-02-2021
668 Sanjana 42 12 Mumbai 46577 15 1-03-2021
669 Rook 36 3 Imphal 367895 50 5-03-2021
670 Reshma 61 27 Kolkata 26789 40 12-03-2021
671 Avi 27 16 Pune 89674 15 13-03-2021
672 Zoya 31 11 Hyderabad 34578 20 220-03-2021

60

50

40

30

20

10

0
20 24 27 29 31 33 36 41 42 61 65

The above graph represents the average time spent on registration by the user distributed over age
categorization.

Total
3.5
3
2.5
2
1.5 Total
1
0.5
0
ad ur
u l hi ati ad al ta ba
i
s ik ne
ab l De ah ab ph lka Na Pu
d ga w r Im Ko um
e en Gu de M
Ah
m B Hy

The above chart represents the number of customers registered to Mastercard per city.

Filters used: 1. Customer’s City and Age

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 2. Age of Customer and time spent for the registration

City v/s no. of customers: From this chart we can say no. of customers are the highest in Kolkata
compared to other cities.

Mapping Objective and KPI to the Effectiveness of the Report : In this chart we can identify total
number of customers based on their cities to identify how the demography can impact on the
business.

USP and outcome This chart can help in How can issue related to registration be solved based on
their geography or location. From this chart we can identify the difference between Urban and Rural
Customers for different cities to target specific population to increase no. of customers., Age vs time
spent: As we can see from graph customers who have more age are taking more time compared to
average time taken by lesser age people for the registration process customers who are in the range
of 20 to 35 are taking less time compared to customers who are more than 35 in age. From this chart
we can get an idea about how much time is spent by average age group on the website or
application of Mastercard for registration.

The second graph gives average duration of daily registration done by customers. So, we can target
particular age group for providing better instruction and issue resolution related to Registration
process for better user experience as it is important for better customer Relationship management.

Module: Sales and distribution

Report 2: Sales report

Report Created By: Souvik Pyne

Assumptions:

 For the analysis, limited record has been considered

 The data that is considered, is purely based on assumptions

Report Layout:

This report will help us to visualize sales and perform better in the near future. And thus, it will lead
to the improvement of Mastercard revenue. The details that have been considered are: Net
Revenue, Total operating expense, Total other income, Earnings per share, Number of audits
performed.

Total operating Total income Earnings per No of audits

Net Revenue
Year expense (in (in millions) share (in performed
(in millions)
millions) millions)
2010 7346 2335 190 1.23 2
2011 7843 2678 175 1.45 3
2012 8456 3678 186 2.09 2
2013 8845 4678 165 2.67 4
2014 9564 4978 154 2.95 4
2015 10954 5043 134 3.20 5
2016 11456 5793 113 3.57 6
2017 12497 5875 100 3.67 7
2018 14950 7668 78 5.63 8

7
 2019 16883 7219 67 7.98 7
2020 17452 8435 56 8.56 9

Total Revenue
20000
18000
16000
14000
12000
10000
8000
6000
4000
2000
0
2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020

The above graph represents the cumulative growth of revenue year on year for the organization.

Total Profit
12000

10000

8000

6000

4000

2000

0
2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020

The above graph represents the cumulative growth on profit year on year for the organization.

Filters used: Here we have performed operations on the columns of year, revenue and profits.

Mapping Objective and KPI to the Effectiveness of the Report: It gives the clear idea about
company's overall profit in given years so problems can be pinpoint easily as per year which has the
lowest revenue

USP and outcome: This chart can give an estimation of overall performance of sales teams and
strategies and process implanted by the company for gaining more profit. It gives potential
perspective for selecting particular sales process which can be more effective as per year wise
revenues Mastercard can go with the strategy which is adopted by the sales team which occurred
highest revenue by analysing year wise income.
Module: Customer Relationship Management

8
Report 3: Customer feedback report

Report Created By: Shreya Gandhi

Assumptions:

 For the analysis, limited record has been considered

 The data that is considered, is purely based on assumptions
 The date that has been considered is for February and March, 2021 only

–Report Layout:

This report will help us to track Customer’s behaviour with the Mastercard app and website. And
thus, it will lead to the improvement of experience of customers with the websites and apps. The
details that have been considered are: Customer ID, Customer Name, Customer Age, Time Spent on
website/app per day (in hrs), Issue, Rating, Resolved.

Time Spent on
Customer Customer Custome website/app
Issue Rating Resolved
ID Name r Age per day (in
hrs)
456 Noah 23 3 Loading time 4 Yes
438 Chris 75 1 Navigation Tab 3 No
753 Cathy 24 4 Transaction time 5 Yes
567 Raj 20 2 Print Button 3 No
123 Brat 39 5 Navigation Tab 1 No
342 Harry 21 3 Loading time 4 Yes
436 Nora 39 4 Profile Edit 2 Yes
568 Anjana 22 6 Print Button 5 No
870 Sejal 33 2 Loading time 1 Yes
267 Rohan 61 1 Navigation Tab 5 No
145 Joey 23 3 Transaction time 2 Yes
854 Mega 36 6 Loading time 3 Yes
2.5

Loading time
1.5
Navigation Tab
Print Button
1 Profile Edit
Transaction time
0.5

0
1 2 3 4 5

The above chart represents the count of the rating received corresponding to the issues registered.

9
 3.5

2.5

2
No
1.5 Yes

0.5

0
1 2 3 4 5 6

The above chart demonstrates the time spent in issue resolution to the count of issues resolved with
the designated time.

Filters used: Here we have filtered the columns of time spent on the website, ratings and the
resolved status columns. These filters shall help us in getting the desired output for analysis.

Mapping Objective and KPI to the Effectiveness of the Report: Here we have taken in to account
the KPI’s of ratings and resolved status of the issues as performance indicators.

USP and outcome: The outcome of the report presents the ratings gained against the issues faced by
the users on the platform and the time taken to resolve the issues. The output graph represents the
same functions.
Module: Finance

Report 4: Customer e-transaction Report

Report Created By: Subhajit Ghosh

Assumptions:

 For the analysis, limited record has been considered

 The data that is considered, is purely based on assumptions
 The date that has been considered is for February and March, 2021 only.

Report Layout:

This report will help us to track the e-transactions of customers of Mastercard. And thus, it will lead to
the improvement of work culture and Employee’s efficiency. The details that have been considered
are: Customer ID, Customer Name, Transaction Id, Transaction amount, Transaction Date

Customer Customer Customer’s Transaction

Transaction Id Transaction Date
ID Name City ID amount (in Rs)

435 Grey 34 5414366 500 05-02-2021

657 Dicey 65 5523563 1067 12-02-2021
234 Huy 23 9845678 86342 14-02-2021

10
 978 Ora 56 1544564 542 06-02-2021
437 Petal 23 2437899 676863 18-02-2021
987 Raes 76 5113545 345 27-02-2021
864 Pancy 12 5554323 466 24-02-2021
684 Kamal 76 9746577 7689 11-03-2021
376 Feroz 12 9367895 34366 25-03-2021
632 Alexa 67 7826789 234 02-03-2021
145 Mou 45 3489674 6543 23-03-2021
245 Lucy 52 2134578 1457 20-03-2021

800000

700000
05-Feb
600000 06-Feb
12-Feb
500000 14-Feb
18-Feb
400000 24-Feb
27-Feb
300000 02-Mar
11-Mar
200000 20-Mar
23-Mar
100000 25-Mar

0
Feb Mar

The above chart represents the month-wise detailed transaction performed the customers.

Filters used: Here we have applied analysis on the columns of amount and transactions date as
columns where we have performed the operations on.

Mapping Objective and KPI to the Effectiveness of the Report: Here the KPI’s of transaction amount
has been pitted against the transaction date to generate the report of transactions done on a
monthly basis.

USP and outcome: The report presents the output of the monthly transactions.
Module: HRM

Report 5: Employee performance report

Report Created By: Susmita Paul

Assumptions:

 For the analysis, limited record has been considered

 The data that is considered, is purely based on assumptions
 The date that has been considered is for February and March, 2021 only.

Report Layout:

This report will help us to track the performance of employees of Mastercard office. And thus, it will
lead to the improvement of work culture and Employee’s efficiency. The details that have been

11
considered are: Customer ID, Customer Name, Customer Age, Time Spent on website/app per day
(in hrs), Issue, Rating, Resolved

Employee Employee Employee Average Time

Employee Age Years spent
ID Name Rating by TL spent in a day

100581 Elizabeth 24 5 7 3
100783 Abraham 36 3 9 6
100101 Roy 36 4 8 7
100459 Shiney 28 5 11 2
100499 Alexa 53 5 7 11
100370 Shereen 48 3 8 17
100394 Chris 26 2 7 2
100451 Dona 25 4 9 3
100653 Maya 34 5 10 7
100393 Juliet 32 2 6 3
12

10
24
25
8
26
28
6 32
34
4 36
48
2 53

The above graph represents the amount of time spent by the employee depicting their age in order to measure
efficiency of the employee.

18
16
Abraham
14 Alexa
12 Chris
Dona
10
Elizabeth
8 Juliet
6 Maya
Roy
4
Shereen
2 Shiney
0
2 3 4 5

The above chart demonstrates the rating received by the individual employee to the number of years of work
experience of the individual.

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Filters used: Here we have applied operations on the columns of age, time spent in the company and on the
ratings column.

Mapping Objective and KPI to the Effectiveness of the Report: The KPI’s of employee ratings and
the time spent in the company by the employees have been used as input parameters.

USP and outcome: The graph provides the representation of age vs time spent in the company
which shall help determine the working hours and also a representation of employee ratings vs the
total time spent in the company has been provided which shall help determine employee
productivity.

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