Management Information Systems

MANAGEMENT INFORMATION

SYSTEMS5524

ROLL NO:- AH-500000MBA ( BANKING & FINANCE)

2ND SEMESTER

TOPIC USING INFORMATION SYSTEMS TO IMPROVE

QUALITY OF CUSTOMER SERVICE .

By FAISAL ISLAM

ToMr. SOHAIL TARIQ

ACKNOWLEDGMENT Apart from the efforts of me, the success of

this project depend largely on the encouragement and guidelines of many others. As well as thank the people who took the time to participate in this study.

ABSTRACT

Important Angles related to the topic Using information systems to improve quality of customer service has been discussed in details.

I chose HBL for particle study.

CONTENTS Introduction

Data collection methods

Practical study of the organization

SWOT analysis

Conclusion

Recommendation

References

INTRODUCTION

What is Information System Information system is the system which

collects data and processes it and then provides the information to user is called information system.

CLASSIFICATION OF IS

Information Systems

Operations Support System

Management Support System

Transaction processing systems

Process control systems

Office automation systems

Management information systems

Decision support systems

Executive information systems

1. Operations support systems process data generated by business operations

Major categories are: i) Transaction processing systems ii) Process control systems iii) Office automation systems2. Management Support Systems provide

information and support needed for effective decision making by managers

Major categories are i) Management Information System ii) Decision Support Systems iii) Executive Information System

Operations Support System i) Transaction processing systems

Process business exchanges Maintain records about the exchanges Handle routine, yet critical, tasks Perform simple calculations

ii) Process control systems monitor and control industrial processes.

iii) Office automation systems automate office procedures and enhance office communications and productivity.

2. Management support systems provide information and support needed for effective decision making by managers

Major categories are:

Management information systems MIS provide routine information for routine decisions Increase operational efficiency

ii) Decision Support System Interactive support for non-routine decisions or

problems End-users are more involved in creating a DSS than an

MIS

iii) Executive information systems provide critical information modified to the information

needs of executives/upper level managers

Important Sub Topics

WHAT IS CUSTOMER SERVICE

"Customer Service is a function of how well an organization meets the needs of its customers."

WHAT IS QUALITY CUSTOMER SERVICE

"the process of consistently communicating to every customer (whether it is an internal customer or external customer) that they are valued, and that their satisfaction is paramount to your organization."

DATA COLLECTION

1. Books

2. Internet

3. Meet with Afzal Muneer is a operation manager of kohnoor branch

PRACTICAL STUDY OF ORGANIZATION

“HBL”

HISTORY OF HABIB BANK LIMITED

Incorporated in 1942. In 1974, HBL was nationalized along with all other private sector banks. The Bank has a customer base of approximately 4 million, a nationwide distribution network of over 1,466 branches and over 550 ATMs in the market.

VISION & MISSION

Enabling people to advance with confidence and success .

Their mission is to make their customers prosper, their staff excel and create value for shareholders

INFORMATION SYSTEMS USE BY HBL HBL is a quality organization & working

towards the growth of its employees. HBL periodically conduct training program for enhancement of IT skill of employees

HBL has its training department is called (MDI) Management Development Institution which is situated in Lahore, Karachi, Islamabad

HBL use mises system (one window operation) to give quality service to employees onward from June 2009. Mises is a online system

Before using mises system HBL use Bach (indirect system) for routine work

SWOT ANALYSIS

strengths HBL has long-term vision about IT training of

employees, which plays a very important role in organization’s success

First bank to privatize, which has, now become the leader in market with largest on line ATM network in the country

24 hours cash access through ATM

WEAKNESSES

Lack of professionalism in the branch employees mostly.

Experienced but old staff, are not aware of using modern technologies/ equipments

Not very well operational IT training center at HBL

    OPPORTUNITIES

Due to largest ATM network, HBL can expand its 24 hours cash facilities to the far off cities of the growing market demand

Stronger position to recover bad debts

THREATS Increasing foreign banks in the country

Inconsistency in government policies regarding to business and economic sector

Shortage of trained and specialized IT staff at lower executive and officer levels

CONCLUSION

HBL is clearly the first choice of everyone who believes in qualitative approach of banking and environment of highly responsible people

HBL has more customers as compare to other banks, if they given proper attention to every customer then in few years it will be the leading bank of the country (asset point of view)

RECOMMENDATIONS

Workers need more computer training There should be authority in every region

which ensures efficient flow of communication and its understanding.

Training program relating to IT should be started for internees and newly appointed employees

REFERENCES

http://en.wikipedia.org www.google.com http://www.googobits.com www.mathsrevision.net www.stanford.edu http://tutor2u.net/business/ict/

intro_information_system_types.htm