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    | t f q n MBA First Semester (Management Information System) py Applications of MIS in Service Secto, SSS 3.1. SERVICE SECTOR , 3.1.1. Introduction Service sector is involved in providing different services to the customer: service sector does not produce physical goods. The aim of service sector is the customer. . Unlike the manufacturing sector, the to provide satisfactory services The service sector needs to ensure that effective and efficient services are made available to the customers, Ay organisation that provides unique services develops an identity of its own and also grows and stay’ ahead of competition. For the service sector, sensitive market research is essential so that the customers needed to by served can be identified. Customer satisfaction is the main goal of the service industry while this is not true for the manufacturing industry and varies from industry to industry. ‘To maintain its position in the market and remain ahead of others the industry must provide services that a distinct in nature. The service industry must know the services that are required, perceptions and expectations. It must also perform customer and market research to identify the segments that it is going to serve. It is aso necessary to carry out the research on perceptions, requirements and expectations on a regular basis for enhancing and upgrading the facilities provided by the services because the demands for services are dynamic in nature as compare to products. The service sectors are more susceptible to change as compared to the manufacturing sectors. The service sectors get returns much faster compared to the manufacturing sectors. In order to stay in the competition the managers in a service sector give maximum efforts to provide distinctive services, In the service industries, MIS gives its prime focus on the services that are needed to the people. Hence, continuous monitoring should be done in order to understand the changes occurring to the services demand ct the basis of level and scope. A regular scrutiny should be done to understand what the customer perceives by pood servi nes tha 8 strategy should be adopted that will address the perception of good service to.acusioinee Ate With the help of the MIS, the management is able to provide services of the highest level the ‘The principles of distinct service include: 1) First listen and understand and then respond to customers, 2) Make a service strategy i formance and also providing traini 3) Setting standards to measure per providing tining to employe : B environment. iployees to work in the pre 4) Recognizing an 3.1.2. Creating Distinctive Service cating i i ice is that mar id providing distinctive service is an act that management : Spetent services s essential 10 understand the distinct charactersticg we Mek wing. To a perceptions of customers related t s different from 2 product. A ag \d rewarding accomplishments. yr ications of MIS in Service arnt Service Sector (Module-3) B service and Product 4 See aan tangible object that consumes shelf space and has shelf life. A product can also have ar em also be de seams: Metres, volume ete. A product also can be controlled with some standards. roses lemonstrated before they are actually sold for a specific price. ie sector, the receiv ; ; In seve stor, the reciver and provider of services need to establish a conection with cach other The Se scarier Ise and the manner in which service is provided leads to satisfaction or dissatisfaction of the 0 a 1¢ service is provided to consumer in a manner that he/she is not satisfied then it leads to dissatisfaction. -remmtomer is dissatistew it the stairdard of services is below the expectations and perceptions ofthe customers. Service expectations are not static but dynamic and keep changing. It is important for the management to understand customer expectations so that distinctive services can be offered. For example, consider a medical service centre where health check-up services are provided to different patients. The patients can come from different backgrounds and can belong to different age groups. The service perception and expectation of all these people will be different and if these expectations are met, the customer will be satisfied. This is shown in table 3.1: Table 3.1 Purpose Expectation Perception [Annual Health Check up _ | Fast service and total coverage at single place | Depends on socio-economic status, with proper guidance and advice. Normal Treatment “Appropriate guidance and very less waiting | Less manual work and infrequent time i Emergency Immediate attention and availability _of | Doctor's choice and a norm of instant essential resources and services. attention. Hospitalisation Clean and quiet surrounding, pleasant, stay and | Service with satisfaction. | rapid recovery. (Old Patient Faster service with least cost. Good layout. ‘Child Patient Care Parents are relevant. Interaction reduces parent anxiety. The terms product, goods and service are often confused. Product is offered by a manufacturer to meet the requirements of buyers or customers. A product is basically anything that is offered to a consumer like physical goods, services, experiences, places, properties etc. Difference between Service and Product Difference between product and service is shown in table 3.2: Table 3.2: Service vs. Product = Service Product Service is not tangible. ‘A product is tangible or real and original object. Services are offered on the demand of consumer. The product can be offered to consumer with payment. The quality control of a service is very complex activity | The quality control of the product is possible because the customer expectations are hard to judge with quality standards. Service facility cannot be demonstrated. ‘A product can be demonstrated to buyer before the actual sale. Sewice has to be produced, sold and consumed |The product can be produced, sold and simultaneously. consumed in different steps. 3.1.3. Service Concepts Service is provided by seller to buyer in exchange of money (economic activity) but it does not provide the Ownership of the services provided to the buyer, only values are exchanged. This is the feature that ig services from physical goods. Generally, it is, regarded as a process which is responsible for | bringing change in the intangible as well as physical belongings of the customers so as to benefit them. 4 MBA Fin Semester (Management Information S3sem) RTA, ike dentists? services, hi, As per the marketing experts, the term ‘service" isnot limited to personal services Tike Cette ett ha, cut, legal consult, auto repairing, etc. The scope of the service is much more of service is given by different experts but no single universal definition is available. party can offer to another that i, According to Philip Kotler, “A service is an act or performance that one Party i > may of may not be ti essentially intangible and does not result in the ownership of anything, Its production may or may ety ‘a physical product”. : According to Zeithaml and Bitner, “Services are deeds, processes and performances”. he, A ; ty to another, According to Christopher Lovelock, “Services are eConomic activities offered by oe eS eames a commonly employing time-based performances to bring about desired results in recip! in objects or other assets for which purchasers have responsibility”. Characteristics of Services ; ini Different types of economic activites which are not directly involved in agricul, Mining or ‘anufacturing/production of goods, are called ‘services’. With the help of using managerial Skis, labour, entertainment, advice, training, intermediation, etc, services deliver human value. They are different ftom other economic activities. In other words, performance of certain types of acts or activities over individuals or over their physical possessions with the help of people or machine or both is known as ‘service’. The terms ‘product’, ‘good! and ‘service’ are often interchanged by individuals due to confusion. Product i anything that is being offered by the manufacturer to fulfil the needs of the customers/buyers. Product includes anything which is offered to the buyer like goods, services, places, experiences, persons, properties, etc. Distinctive Characteristics of Services | The four unique and essential characteristics that differentiate services from goods are mentioned below: Distinctive Characteristics of Services a Inseparabitity Variabilty/ Heterogeneity aan 1) Intangibility: The first unique characteristic of services is their intangibility. It is not possible to touch, see, taste, smell, hear or even feel services before they are actually bought. For example, a person may not experience the joy of living in a five star hotel, unless and until he stays there, 2) Inseparability: It is the next distinctive characteristic of services which is also referred to as ‘immediacy’ by some professionals. Inseparability with reference to services is of two types: i) Inseparability of production of services with its consumption and ii) Inseparability of the service from the individual who owns the ability and executes the service, Production and consumption of services sa simultaneous process because services are produced only in the presence of consumer. This characteristic is not exhibited by physical goods as they do. not requite consumers for their production. They are produced, stored and distibuted (on the tne of reaeirecen) through different channels. ariability/Heterogeneity: Services also enjoy the characteristic of he . et 2» aera eexclasive and one-time generate, ofered and consumed. It cas eral eeigane ne same manner a the eavler one. This is because of the teason thatthe conditions earn oo and allocated resouress, et, vary for the upcoming delivery, although the ceatseee nse Poe ie service which he has availed err. Numerous services are considered as heterpoenea ee ne consistency. The heterogeneous services are usually changed according to every conatincr ree fe respective condition. i follows: ‘The reasons for this are as i arated from the provider, so it leads i) The services cannot be sepi ads to unevenness, i) automatically arrives in the work and depends on the person who is executing the ee unevenness om Applications of MIS in Service Sector (Module-3) im ii) Services greatly involv D people one People, and anything which involves people is certainly variable, ‘The type of ‘ide the services often decide the categorisation of the services like nkilled services, unskilled services and complete 5 ‘omplete specialised services, But, in contri is produc in case of ce ised services. But, in contrast, who is producing does not matter in case of physical product ae Ce 8 are affected by the time and the ph ce where the service is being provided, and this effect alo with the time and place dimension, " 4 fies Perera le and they cannot be preserved, For example, some hotels and guest time. In cate, tho dommnd at yon missed bookings hecause the service value occurred oly at that pont of fp ihe\aituation wen'demms the service is stable, peri ity does not pose any problem to it, in contrast when demand varies, For example, marriage lawns and banquet halls own much more equipment and facilites during the wedding season than during rest of the yi Other Characteristics of Services ‘There are some important characteristics of s belo 1) Ownership: The marketing of services can be performed in a slightly different manner duc to its ownership. The products are shifted from one location to other alongwith the transfer of ownership which facilitates the reselling of goods by the buyer. This phenomenon is not present in the case of services. Service provides only an access to the users. For example, a customer can utilise the ser actual ownership rests with the service providers, and itis not transferred. erformance: Services are performed, unlike the goods which are manufactured. Sometimes, the services do not include production or manufacturing of any physical product. apart from four unique characteristics, These are stated of a healthcare, gymnasium, play station or hotel but the a 3) Simultaneity: There is no method by which services can be delivered to customers or users. Channels of jtribution cannot be employed for the movement of services. In order to receive the benefits of services, it ecessary that both the service providers and service users are present together. Thus, it can be stated that can be offered to a limited geographical locations. is 4) Quality Measurement: Different kinds of parameters are used for the evaluation of quality of the services. Rating or quantifying the buying of service is very difficult. For example, while using the service of any restaurant, the customer can measure the quantity of food but for evaluating the overall process, the factors such as the behaviour of waiters, atmosphere in the premise and staff politeness are also necessary. Therefore, the services can be rated on the basis of satisfaction of customers. ‘Atmosphere, conveniences, consistent quality, status, anxiety, moral, etc, are collectively sold by any service provider. 4) Nature of Demand: The various elements related to the nature and level of demand cannot be avoided for the services, The nature of services is inconsistent in most of the instances, especially in the time of peak season which results in unprecedented increase in demand. For example, during the time of some festivals fr marriage season, the load on public transportation increases significantly. During the summer, most of the individuals prefer to go to hill stations. The use of play grounds is increased in winter. All these ‘examples reflect the flexibility of services as per demand, 6) Participation of Customers: Generally, it is essential for the customer to be present at the time of production of the service, as it is not possible to produce it alone. However, goods do not have this limitation, In fact, the presence of both, i.e., the customer and service provider is necessary during the production of service. In most of the cases, there is a face to face interaction between the customers and service providers during the production of service, Therefore, the services can be characterised with the interaction of service provider and consumer. 1) People-Oriented: Different people are involved in the service creation and delivery. In fact the effectiveness of any service provider largely depends on the skills of these people, The service providers appoint those employees, who have the expertise in the field of service being offered by the organisation, Automation of services is not possible, thus, it employs lot of people. However, some extent of knowledge sharing and capturing can be done with the help of knowledge management systems. a “ MBA First Semester (Management Information System) RTMyy 3.1.3.2. Classification of Services Services can be classified on the basis of following factors: 1) By Market Segment: As the needs and requirements of different markets are different for different market segments. Following types of services are ‘market served or ultimate customers: i) End Consumer Services: The services which are bought by the customers for self-consumption arg termed as ‘end consumer services’. For example, hair cutting, beauty care, body massage, etc. ii) Business Consumer Services: The various services which are bought by the organisations are calleg “business consumer services’ or Business to Business (B2B) services. For example, consultancy, market survey, advertising, etc. 2) By Degree of Tangibility: The types of services are also influenced by the degree of tangibility. Depending upon the degree of tangibility, the services can be classified as follows: i) Highly Tangible: Services are termed ‘highly tangible’ when any tangil in it. Sometimes, the lifespan of such products is limited. For example, a person can take a car on rent for a specified period, after the completion of period, the customer needs to return the car to the service provider. ii) Service Connected to Tangible Goods: Some kind of warranty is provided on the products by the business organisations. If a customer faces any difficulty with the products, free services are offered to the customer for a limited period of time. Such free services come under this category. For example, if a customer buys a cell phone, the manufacturer provides the free service for a limited time ) Highly Intangible: In these types of services, no physical product is offered to the customer. For example, in Yoga centre, the customer does not get any product apart from the Yoga exercises. The customers can feel the relaxing environment in the centre but apart from this, no physical products are offered. 3) By Skills of Service Providers: Type of services is greatly influenced by the skills and abilities of service providers. The different types of services can be grouped into the following categories depending upon the skills and abilities required by the service provider to provide services to the customers: i) Professional Services: Formal training is essential for providing these kinds of services. For example, services offered by doctors, IT consultants, lawyers, etc. Non-Professional Services: No formal training is required to provide services to the customers. Housekeeping and babysitting are the typical example of these types of services, where there is no need of formal training for the service providers are not homogenous, the services there according to the types of ible product offering is includeg 4) By Business Orientation: The nature of business orientation of a service organisation also determines the type of services offered by it. A service organisation may be public or private or it may be a non-profit or profit establishment. On the basis ofthe objectives of conducting busines, the services can be grouped into following categories i) Non-Profit Services: Serving the society and not generating profit are the main objectives af euch services. For example, services of charitable hospitals, government schools, eta Commercial Services: Eaming maximom profits and revenues are the main object : up ; ves. of such services. For example, services offered by airlines, banks, insurance advisers, et, YS 5) By Degree of Regulation: The level of regulations which are imposed by i y the governme basis of classification of various services. a ent can be the other Depending on the degree of regulations, various services can be classified as below: i) Highly Regulated: A large variety of rules and regulations are formulated For example, hospitals, insurance, mass transportation, etc, ii) Limited Regulated: Some of the services have limited rules and restrictions. For ete catering, etc. : ) Non-Regulated: In some of the services, there are no regulations For example, lawn care painting, computer time, ete. ‘ to regulate these services. house —<$<$<—<—— Applications of MIS in Service Sector (Module-3) . . 3.1.4. Service Process Cycle be Prat series also have a life cycle that consists of various important stages. The stages in the service 1) Initiation of service 2) Transition of service 3) Pre-service 4) Service 5) Post-service ‘The following table 3.3 shows the different stages of service process cycle: Table 3.3: Steps of Service Process Stage Steps “Example: Passenger Service Initiation | Enquiry, information seeking, testing, assessing. | Seeking information on flights, fare, services, ’ timings, facilities. “Transition | Steps take for affecting the service, Tssue of ticket and instructions about check-in of baggage, pre-boarding service. Pre- Cheek and cross-check requirements of service. | Ticket inspection at counter, issue of pass for service | Providing guidance, assurance of quality. boarding, movement guidance for security check, Sen ‘Affecting the service with goods, physical | Finding seat, provide in-flight assistance and service. assistance. Post- | Concluding the service, providing existing | Baggage arrival and reclaiming, exit guidance, next service | assistance, service recovery. {light information, transport assistance. 3.1.5. Service Management System A service management system is a management system that brings together all activity of management including planning, strategies, objectives, documentation and processes. A service management system also works as the main resource in design and development of a service-oriented organisation, These systems are large modular systems that encompass every aspect of service-oriented organisations. A service management organization needs to understand the level of process maturity and can be an entire organization or a subset of organization like the IT department. Most of the times, service management is associated with IT service management but IT service management is, ‘a subset of service management which encompasses much more than just IT services. Service management can be applied to any organisation like food, manufacturing or health care ete, The core concept of a service management system remains the same for every organization i. to provide a central system for planning, development and delivering services to the organisation or third parties. ‘The following terms defines the scope of a service management system: 1) Location of service 2) Consumers 3) Location of consumers 4) Technology SMS or service management system encompasses processes, tools and resources like technology resources, human resources, and financial resources and coordinated these to plan, execute, document and constantly improve service management activites in a target-oriented and customer-oriented manner, ‘The essential components of SMS are as follows:: 1) Management responsibility. 2) Governance of processes facilitated by third parties, 3) Management of documents. 4) Management of resources, 3) Structured approach to frame and improve SMS using the Deming Cycle. ©) A group of strategic, tactical and operational processes. : a” 7” MBA First Semester (Management oe RM, nts are provided by ISO/IEC 2 ‘The steps involved establishing and maintaining SMS and their requireme! ty, ‘These steps are based on Deming Cycle: Plan-Do-Check-Act: 1) Plan: Plan the service management system. 2) Do: Implement and operate the SMS. 3) Check: Monitor and review the working of SMS. 4) Act: Maintain and improve the SMS whenever required. ce to delivery and then pos eng ‘The service process cycle has a wide scope beginning with initiation of sees, once a service design has Sriutation. This cyele is used as a basis for developing all types of Ser i's well designed S¥steq Selected and developed, the launch and implementation is handled by the to handle the services. SMS is shown in figure 3.1. Management System (SMS) mption Poste Tnaton for Tensions Fre Consoption Consampi Consumption Service Service Service Service Sage Enquiry Service Soope Preserving cee an Process Processing Procesng pocstne |] eB Das [me i ns, ‘apture Transaction ut Processing uments oom |] Definition and {epee Processing Processing Billing and laput Processing Closure Tnation for service Service ory Inceration Allocation and = Presi Figure 3.1: Service Management System Following are the module of SMS along with its scope and objective: 1) Initiation of Service (Front-End): This involves answering to queries and {0 agreement to avail services. This phase also requires data to initiate the service requirement. A bill of service offer is also creat is put in a queue. recording the details and seeks service acti fed and a service job number is 2) Transition to Service (Front-End): This stage involves checking, evalua dati i In this stage, itis also checked whether itis technically and perationally feasible so on see met The submissions of essential documents or goods are also checkes le to provide the service. formal acceptance of offering the service is also obtained and a 3) Pre-Service (Back-End): In this stage, all submissions are checks A service job identity is offered for communication and refers b customer's database is updated. °° at later stage, Using this identity, the 4) Service (Back-End): In this stage, the service is executed or proy steps and processes to provide the service are carried gut qe vided to customer and the records are updated. In this stage, the cost documents related to the service are produced, the cust 7 "he A fomers and all essent ervatsection data is collected related Of service j “*'8 also computed and all neces) st Service (Front-End): This isthe stage in which feedhag 2 ian customers. The customers are also billed for the seryig en * lated to © Provided. ‘Th, oi Service experi tected per the terms and conditions and all essential records are ude Psrience is col © Payment is then. processes # yr NN eUE—————— =o — = =— Applications of MIS in Service Sector (Module.3) if Figure 3.2 shows a conceptual model of SMS. Server Resource Database isomer Database Back-end ‘Sense Application dob [Database Processing System ft Frontend Application Procesing System co cs Figure 32: Conceptual SMS Architecture Model ke MIS APPLICATION IN SERVICE INDUST! 3.2.1. Introduction Now-adays MIS is useful in almost every service industries. Every service industry wants to provide distinctive services to the consumer. Information systems are also used in the service sector for process automation in order to take competitive advantages over the others. The information system that is being used differs from service to service. Some of these services are listed below: Major Service ‘Management Systems Hotel Information Systems. Banking and Insurance Information Systems 3.2.2. Hospital Information Systems Hospital’s management has to provide distinctive services to a wide variety of customers having different Perceptions and expectations regarding the services. Discrimination can be easily carried out by the customers regarding various aspects stch as personal_and medical treatment (quality of caring and quality of care), effective and efficient service and service providéd-at minimum cost. Customer mainly focuses on the end result of the service and appfaises the management on the performance of service process. ‘So we can say that, “Hospital Information Syster and administrative information processing acti performance by health professionals of a hospital.” (HIS) is a computerised system that regulates all the medical ies in order to achieve an efficient and effective work — vA «atanagement Information System) RTA, The hospital information system is also known as Integrated Hospital Information Processing. Syst (HIPS) because it integrates various components like Clinical Information System (Coe) insacig Information System (FIS), Laboratory Information System (L1S), Nursing Information System (NIS). Phsmmacy Information System (PIS) ete. » MBA First Semester 3.2.2.1. Components of Hospital Information System iti 7 1) Clinical Information System (CIS): ‘With the help of the Clinical Information System acne Front to collect, store, manipulate and make the clinical information available that is required for Wve Deslhcare delivery process. The Clinical Information Systems serves as a store house of the aed tothe illness history of a patient and detail of the care providers who have interacted with the patient f the hospital. The FIS have 2) Financial Information Systems (FIS): FIS manages the financial activities o| the following characterist cing tits ') Payroll: Various kinds of payments and deductions of the employees are managed UNE ANS "tiem, The payments are of two types. The recurring ones are generated in an automated manher hes the payroll is prepared and the non-recurring ones like overtime are added to the payment of ey have been approved. ii) Patient Accounting: This module keeps the track of the financial transactions that fave tose carted out when the patient visited to the hospital. The various records that are kept such as doctor's fees, charges of operations, medications and procedures and the fees collected from both inpatient and outpatient. Accounts Payable: The payments and invoices generated within the hospital are managed by using this module. iv) Accounts Receivable: Using this module the records related to the clients, payments and invoices are managed. v) General Ledger: The financial data generated from all the transactions are collected, processed and reported using this module. It helps to obtain the financial status of the hospital at any point of view in an accurate manner. vi) Fixed Asset Management: This provides support for retaining asset da depreciation. vii) Claims Management: It deals with the claims that are made to the insurance companies. viii) Contract Management: It handles all the ongoing projects and contracts. and forecasting the 3) Laboratory Information Systems (LIS): Laboratory Information System (LIS) is a specialised computer information system that provides support for various activities related to the laboratory. This includes hematology, clinical chemistry and microbiology, etc. These laboratory disciplines are used by laboratory officers. Features of Laboratory Information System i) Patient Management: This system keeps the details of the patient such as admission number, admission date and admitting doctor. ii) Decision Support: Classification codes like LONIC and ICD-9 can be also used to cross-reference the Jab orders. This will help in verifying the correctness of the test conducted, iii) Patient Tracking: The various tests of the patients are listed in catalogue. This is referenced when itis required to review them in future. iv) Quality Assurance: This ensures that the current standards have been followed while tests are carrying out. v) Management Reporting vi) Workload Recording nformation System (NIS): A Nursing Information System helps the nurses to improve patient Tinical data related to different healthcare scenarios. NIS muintaine we ilable to the nurses in time and in order. intains this data and also makes 4) Nursing care by using clinic the information avail yr ‘Applications of MIS in Service Sector (Module-3) a1 Features of Nurse Information System i) vatient ting: i i) Patfent Charting: The system keeps the data related to the vital signs of a patient, care plan, nursing : nursing notes in the form of free or structured text. ii) St - . ii) fe = ne By following the scheduling rules given in the shift modules, the nurses can prepare schedule. After that the scheduling manager or co-ordinator confirms or changes their shifts. ii) Clinical Data Integration: The nursing staf can retrieve, view and analyse all the clinical information ___ from here. After that they integrate all these to design a care plan for the particular patient. iv) Decision Support: The system can provide guidance related to disease such as symptoms/signs, patient { populations, related factors/etiologies and reminders and also prompts regarding new updates. 5) Pharmacy Information Systems: These are complex systems that provide support to the pharmacy department re a hospital Tt makes able the pharmacists to supervise and understand the use of medications in a hospital. Features of Pharmacy Information Systems i) Clinical Sereening: Such system provides patient care support to the pharma interactions of drugs, drug allergies and other complications related to medication nagement support to prescriptions for both is regarding ii) Prescription Management: Such systems also provide mai outpatients and inpatients. Inventory Management: Pharmacy Information System also provides an internal inventory of the pharmaceutical products. The systems generate alerts whenever the quantity of @ particular item goes Pulow a defined value. It also contains an electronic ordering system and sends requisition 10 the approved suppliers. ju) Patient Drug Profiles: Pharmacy Information System also manages drug, profiles of patients that contain details about the past and current medicines that have been provided to the patients. The physiological parameters and known allergies of the patient are also noted. Whenever prescription is generated fora patient, a clinical screening is carried out using the profiles. ¥)_ Report Generation: PIS also generates the various types of reports like the reports related to the price of medicines dispensed and purchased and the pattern of medicine use. vi) Interactivity with other Systems: The Pharmacy Information System must be able to communicate with other systems such as the financial information system to get the information related to charge and aan onree dications and clinical information systems to get the information related to the prescriptions. ing Communication System): The PACS helps in archiving. viewing and recorded digitally. It also manages the information related 6) PACS (Picture Archivi processing of radiological images that have been to the images. provided by PACS is that one can access the images efficiently within atime. So the ‘The greatest facility et formation can be interpreted easily in a hospital. A number of doctors can access the same images nt. wrth the help of network. This helps in making the process of diagnosis better and efi 1) Radiology Information System: services. The user can store, mani Features of Radiology Information Systems i) Registering Patient, i) Scanning of Request and document, iii) Entries of Result(s), iv) Reporting, ¥)_ Result(s) Delivery including faxing and e-mailing of clinical reports, vi) Tracking of Patient, vii) Interactive Documents, viii) Electronic Medical Record (EMR) is amedical record in digital format. ‘his is a specialized computer system that helps in providing radiology yulate and retrieve information. ’ rl 2 MBA Fist Semester (Management Information System) Ry, oa Front-End and Back-End Applications of Hospital 1S ‘ollowing are the front end applications of HIS: ; 1) Patient Database: It handles the queries regarding patients who are currently being treated and a, mi have been already discharged. These queries are made by any patient, staff or doctor of 14. ospital. 2) Medical Server Database: It handles the information regarding name, telephone no. ema holidays, locations, work times of all the hospital staff including doctors, technician and nurse It also prove important support service centers that provide services during emergency including blood bans, laboratories, special clinics and other special facility centers. i 3) Resource Planning and Control: Online queries regarding the scheduling, rescheduling and availabilty gg facilities and resources are answered by this module. The facilities are used in a proper Way afte determining their usage. 4) Medical Case History Database: It contains the knowledge database which includes the case history that facilitates research and provides guidance. It also supervises the drug’s effect to measure its adequacy by recognising the patient's feedbacks. It plans the health service strategy after analysing the demand for health care services. Following are the back office applications of HI: 1) Core Applications: The various core applications are as follows: i) Manpower and personnel planning, ii) Payroll and the employee related applications. iii) Hospital billing and recovery. iv) An inventory control-procurement, planning and control. The expiry data management. ¥) Financial accounting. Capital budgeting and expense control. vi) Maintenance of the service facilities. vii) Resource utilisation and analysis. 2) Critical Control Applications: The basic standards used for control are derived. Various reports are Provided to the management so that forward control and planning can be carried out easily. Reports are related to the following activit i) Patients waiting time and service cycle. i) Non-use of critical resources. iii) Stockouts of the critical drugs and time needed to get the supply. iv) Patients admitted, treated and cured during atime period. Cost and revenue of the hospital. ¥)_ Understanding the new trends in services and analysing what to be done to satisfy the services. vi) Analysis of the delays in terms of duration and causes. vii) Reporting the causes and analysing the number of due to lack of facilities Patients which have been sent to some other ‘hospital 3.2.2.3, Barriers of Hospital Information System Though there are numerous benefits that are provided by the Hospi reasons that result in the rolling out of the systems from hospital. S¢ 1) Initial Cost of Acquisition: Many healthcare organisations fac high cost of setting up the infrastructure, ital Information Systems there are some ‘ome of the reasons have been given below: ¢ difficulty in implementing HIS due to the 2) Privacy and Security: Ensuring the privacy of the data about the patients and other related i ion is fone of the prime concerns of the healthcare sector. To address few of these concerns ie eee ae passed The Data Protection Act and Health Insurance Porabiliy and Aecountatiier ee (HIPAA) respectively. nici: " linici: i 10-20 minutes to i Hi Clinician Resistance: Most of clinicians dedicate inutes to communicate with the pati > sist such systems if they ae proved to be taking to much time than gerne cen eatanea The) 2 It is the most important system of the HIS, tegration of Legacy Systems: It is the mos sof H.W hit ; 4) es needs evolved from clinical organisational and managerial level, That ie ny hay ae io face great challenge to achieve integration. . Applications of MIS in Service Sector (Medtsle 3) . 3.23. Hotel Information System People generally z es ae “ riifomed a ‘ice of the hotels when they are visiting some other place and don’t have place (0 oe : to be a place where a person can stay conveniently. However, in the recent times there have been a number of changes i ¥ vaya soare ieiffereatated servines heteaee the concept of hotel due to a number of causes, People always search ‘There has been a remarkable transition from convenience to comfort, from comfort enjoyment and finally from enjoyment o total service, This has happened tecause a large number of People are taking the service of the hotels, The profile of the customers has also undergone drastic changes. Initially the hotels were designed to suit the individuals. Later they had to camry out modifications to accommodate tourist groups, family and business executives. Each time changes must be carried out in the design of the hotel to accommodate the changes in the customer demands. Depending on the budget of the customers the concept of star hotels has come up so that various segments of customers can be served. One of the common problems that are faced by the managers of hotels is reganding different wed service © the customers. The prime objective of any hotel is to offer a room with the basi facilites and amenities tthe custome? and ensure that the stay is comfortable. The hotel gets a successfull business if the most of the rooms are ‘occupied and the visitors take those services that can be billed separately. The hotel business is said to perform well if its occupancy and tumover is high. The MIS that is used in the hotels helps in understanding the expectations and perceptions of the customers. The hotel is then able to fulfill these expectations in the best 3.2.3.1. Process of Hotel Management Consider a case where a customer wants to reserve a room for four days transport to name a few. The details of the SMS system flow has been shown in figure .d other facilities like laptop and (ab. c,d, 0). oe Alcona Process Query Process Resene Create Roora (requirement and Confirm fo) — Room —fo| Roomby Date fo] Altecation po i Requirement |] Reservation "| inSchedule Recont Figure 3. (a): Initiation for Service 1) Customer places the order for rooms through e-mail, telephone or a website that allows hotel booking, This contact will help the customer in getting answers to his questions and give him an opportunity to choose, In case the customer confirms the reservation his call is coded and put in a queue. Thi information is used when the customer actually reaches the reception de ‘Customer arrives at Hotel Reception. Ener Process and Prosess i Reservation Confim [| Reservation ‘ Confirmation availability Recond of Penile Record Say No OK Figure 33 (b) Transition to Service 2) The customer starts getting the service when he arrives at the hotel on the specified date, The customer has to show voucher or copy of the e-mail where the reservation number of the service is written, Once the receptionist at the reception desk has checked and confirmed the reservation record, the room reservation is es ee cE meter Management Information SE) RTA, . vidi id identi i acknowledged. The customer is then asked to validate his identity by providing 2 YAN" ESOT fA ke Tan Of the company or visiting card. The customer has to then fill his deta ie oF room, us Process completes with confirming identity of the customer, payment DT grther service Customer is then handed over all information including the hotel voucher for gettin ed 84 (MBA Firs Ser Jes Passport, 8 leter, Visiting Card Process documents Figure 33 (@) Pre-Service 3) In the pre-service phase, the room keys, city map, discount coupon and other information is sven oe customer. The customer is also given assistance so that he can reach the room without getting any hurdle, Customer Service Requests: ae Lunch and Dinner, Room Service Aggregation of Service L,| Transaction Process Service Requirement >| Process Payment 4) The actual service process begins in the service phase. Various secondary demands made by the customer like meals, room service, calling facility and laundry are carried out in this phase. The transactions of such demands are processed in real time in both back-end and front-end system. Customer gives ‘eedback Form Close the Service ‘and Customer Record Figure 33 (€): Post-Service 5) This isthe last phase in which the service to be given to the customers is completed. The bill red and the payments are processed, Payments are made once the bills have been checked. Leeds, Jcusomer 8 requested to write his feedback in a form. |. Lastly, 3.2.3.2. Responsibilities of Hotel Information System 1) Keep Track of the Customer Profile: The customer database stores the information related to te customers as listed below: Type of the customer, ii) The nature or purpose 0 f visiting or staying, r Appl in Service Sector (Module-3) : li) The time period of staying, iv) The service requested, v) The socio-economic class of the customer, wv ‘The religion, the language and the culture of the religion. e mana A i pen ae of the hotel can use this information to determine the pereptions and expectations of the S 7 . i vistors egering the service. They can also design an efficient way of offering the service and get the 2» eae Ocenpaney Levels Every hotel aims in maintaining high occupancy. The MIS should report high or Tow ocupancy along with the reason. Based on this repr the anagem ‘of the hotel can design various scount sthemes, personalised service, atactive git and tif schemes to provide differentiated services to the customers. Ifthe decisions are taken correctly the hotel will be able to boost occupancy and increase revenue. 3) Project Future Needs: Information regarding t ds that might arise in the very near future should Co OF eae garding the new needs that might arise in the very 4) Monitor the Level of Expectations: What the customer expects depends on the class he belonss fot service he is expecting. How much the process will be effective and efficient will be determined by the training, knowledge and understanding that the manpower has developed. The competence and strength of the manpower will dete the speed with which the processes will be completed. Thus, in order 0 provide a high level of quality of service, the manpower grid must be properly built. 5) Monitor the Communication Needs: It is necessary to train and upgrade the skill they develop enhanced communications with customers. This will make customer ~ more comfortable and the varying needs of the customer can be addressed smoothly. 6) Customer Database: In order to handle different types of applications the reputed hotels create fustomey Gatabose that stores the customer's personal information such as choice regarding room, food, special Iikings and contact details. Records about those organisations that has preference for the hotel is aso stored ‘The management uses this data to show concem and care for the customers that helps to build a strong customer relationship, 1s of employees so that employee relationship 3.2.3.3. Types of Hotel IS Reports ‘The various reports generated by the hotel inform: 1) Scheduled Reports: These reports are generat weekly or monthly. 2) Demand Reports: These reports are generated to satisfy any specific query that has been made by the manager. ‘These reports are not generated on routine basis for example, when the manger wants to know the revenue generated by a particular item during a specific time, he will se the information provided by the demand report. 3) Exception Reports: Such reports are generated when a certain situation has gone out of control and the ‘manager is required to take immediate action. ation system are as follows: ed periodically according to a defined schedule such as daily, Benefits of Hotel Information Management In case of manual systems the reports produced might have some fault e responsible for maintaining accuracy. Faults might creep in during cross-

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