We will discuss MIS applications in first service and hospitality industries. We shall concentrate only on the mission critical applications of the business where the issue of unique service is a focus. These applications are essential to the industry’s performance.
The operative function of airlines is to move people and goods from one location to the other location safely on time. The expectations and perceptions about the unique service are beyond the practical function of carrying people and property on time. The opinions about good service are schedule, convenience, prices, seat comfort, meal quality, treatment by the crew and the ground staff, the facilities at the airport, etc. Another set of people has a perception of the unique service, which falls into pre- and post-travel period. A unique service means assistance in the travel arrangement, arranging the hotel accommodation, surface transport to and from the airport, etc. The third set of people believes that a unique service means solving the passengers’ problems immediately at the front desk with no hassle of moving from counter to counter or entering into correspondence.
The third set of people believes that a unique service means solving the passengers’ problems immediately at the front desk with no hassle of moving from counter to counter or entering into correspondence. The MIS applications in the airline’s industry would be towards supporting all decisions, which affect the objective of offering a distinctive service to the customers having different expectations and perceptions. They concentrate on the process and the outcome of the service. The service goals could be: i. One complaint per 1,00,000 passengers. ii. 95 percent occupancy to conclude that the schedules are convenient. iii. Throughout time, check in to see is less than 10 minutes. The MIS, therefore, will concentrate on the following information to make the managerial and the operative decisions to achieve the service goals.
• Passenger Information
• The type, class, and purpose of travel.
• The socio-economic group.
• The duration of stay at the destination.
• The language and communication needs.
• The expectations on the service before and after the journey.
• The traffic flow between towns, cities, and countries.
• The emerging/future pattern of travel.
• Information as regards the flight schedules/punctuality records/fares/ add-on services for competing airlines.
The MIS in the airline’s industry should focus on collecting this information. This will help to revise the schedules frequently to suit the passenger needs. It would help to build the passenger profile and make decisions to meet the expectations and perceptions of maximum passengers. For example, the passenger profile will be different for the tourists and non-tourists, a domestic traveler and an international traveler, a family and an individual, etc. Hence, each passenger profile will have a different service expectation. It is, therefore, necessary to collect this information and build the service package around this profile. Such information would help to create and modify the service package, satisfying the changing profile of the passenger. Information on the traffic flow and the type and class of travelers would help to design different fares affordable to the passengers. The various types of tickets can be offered for the off-season, off-time travel, individuals and family, business routes and tourist sites, etc. It is also possible to build packages where passengers pay for all services, and airline takes care of all the requirements in pre- and post-travel complete service.
2. Information on the aviation: The best service package for a unique service would fail in implementation if the safety, security, and availability of planes are doubtful. It is necessary to have a dedicated MIS to manage the aspect of the airline industry, where the decisions related to new purchases, planned replacement, investment in the infrastructural facilities to keep the planes in good shape for flying are taken. The critical spares in the inventory, manpower training, etc. are made with confidence. The MIS in this area would heavily rely on the business and operations research models to solve the complex problem of planning and control. The MIS would help in the perspective planning and strategy formulations, which would support the implementation of the plan framed for offering a distinctive service.