MANAGEMENT INFORMATION SYSTEMS 5524

ROLL NO:- AH-500000 MBA ( BANKING & FINANCE) 2ND SEMESTER

TOPIC
USING INFORMATION SYSTEMS TO IMPROVE QUALITY OF
CUSTOMER SERVICE

By FAISAL ISLAM To Mr. 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 systems 2. 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 Internet Meet with Afzal Muneer is a operation manager of kohnoor branch

2.

3.

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 organizations 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 employees mostly.

in

the

branch

Experienced

but old staff, are not aware of using modern technologies/ equipments very well operational IT training center at

Not

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 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)

HBL

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_syst em_types.htm