A REPORT ON

MANAGEMENT INFORMATION SYSTEM IMPLICATION

At KOSMODERMA CLINICS AND SPA

BY

KISHAN S R

Enrollment Number: 14BSP0665

A REPORT

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ON

MANAGEMENT INFORMATION SYSTEM IMPLICATION

At KOSMODERMA CLINICS AND SPA

By

KISHAN S R

14BSP0665

A report submitted in partial fulfillment of

The requirements of

PGPM Program of

IBS BANGALORE

Distribution list:

Prof. Lakshminarsimha A Crispina John (Professor) (HR & Quality Manager)

(Faculty Guide) (Company Guide)

Date of Submission:11th June 2014

Authorization:

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I hereby declare that this report titled “MIS IMPLICATION” at Kosmoderma “is a record of independent work carried out by me as a part of Summer Internship Project for the PGPM course of IBS – Bangalore, ICFAI University for the period starting from February 2014 to May 2014.

The above project was performed under the guidance of Prof. Lakshminarsimha A (Faculty Guide), Crispina John (Company Guide) & Dr. Chytra V Anand, CEO

I declare that the information given in the above project is true to my knowledge.

Date: Date:

Faculty Guide Signature Company Guide Signature

Acknowledgement:

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As a part of curriculum at IBS, the Summer Internship Program aims at overall development of the students by providing them an opportunity to gain corporate exposure and space to apply their theoretical knowledge in practice. No summer internship program can be successful without the support of the people who keep themselves closely involved with the student undergoing the program.

Through this report, I take the opportunity to express and share my sincere gratitude and thankfulness to all those who helped me in making my internship at Kosmoderma a success. I would like to thank Dr. Chytra V Anand, for giving an opportunity to learn the various means. Through her help I was also able to understand how Operations for any company work especially in dermatology and skin care business.

I would also like to extend my sincere thanks and gratitude to Prof. A Lakshminarsimha , SIP Faculty Guide and IBS Bangalore, assigned for helping me with the project. His suggestions of keeping in sync with the theoretical concepts and learning at every new move were indeed of great help.

I would also like to extend my sincere thanks and gratitude to Crispina John, HR & Quality Manager, for supporting me and providing me with the help whenever I needed. She was very helpful and consistence in supporting me throughout my internship. I also thank Ms. Shelika Gupta, Chief Operating Officer, and Soumya, Accounts Assistant, for helping me in every possible manner.

Last but not the least I’d like to express my gratitude to my colleagues, who teamed up and worked mutually to accomplish respective goals and make this internship a good learning experience for three months.

TABLE OF CONTENT

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Authorization 3

Acknowledgment 4

Executive summery 7

1. Introduction 8

1.1 Purpose 8

1.2 Objective 8

1.3 Limitations 9

2. EIC Analysis 4.1 Economy Analysis 10 4.2 Industry Analysis 4.2 (a) Industry overview 11 4.2 (b) Micheal Porter Analysis 12

4.3 Company Analysis

4.3 (a) About Kosmoderma 16

4.3 (b) About founder 17

4.3 (c) About company 18

4.3 (d) SWOT Analysis 19

4.4 Domain Specific Analysis 22

3. Theoretical background 26

3.1 MIS 27

3.2 Role of MIS 28

3.3 Impact of MIS 28

3.4 MIS and its User 29

3.5 Benefits of MIS 29

4. Analysis & implementation 30

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4.1 MIS IMPLEMENTATION 30

4.2 Study of MMS Software 37

4.3 Comparison of MMS & Doc Engage Software 40

5. Results & findings 486. Conclusion & Recommendations 49

7. Annexure 50

References 54

Executive summary:

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KOSMODERMA CLINICS AND SPA is an organization having chain of dermatology clinics in Bangalore. They provide services for problems related to skin. According to public review sites such as mouthshut.com it is the best in skin care business. They have four clinics in Bangalore and have association with Motherhood hospitals in Bangalore, Hyderabad and now recently in Chennai too. Also Kosmoderma has own range of products for skin care.

My role in this Internship is to monitor Accounting system and practices of Kosmoderma and help in effective time managemnet on their day to day activities. To this, I proposed to prepare a Worksheet Model using popular tool MS-Excel, which will have an automated dashboard with required information. The same worksheet with little modification can be applied for their Month sales tally report too.

Study of MMS, Doc Engage software Reports was also part of my Internship. MMS and Doc Engage software basically takes care of all the aspects of Kosmoderma including finance, HR, inventory, management etc. under one roof. This study included to understand the difference between the two and suggest as to which the best among them is and what are the suitable reports that is required for Kosmoderma operations and finance purpose.

Also, went through the various Reports that are available in MMS software as a part of the internship. Here, I went through the Reports, checked for errors, differences that occurs when compared between reports. These errors, differences are noted down and enquired for clarifications and understanding of them with the MMS software support team.

The worksheet that has been prepared is recommended for their use thus helping them for better time management and improve efficiency in their work on day to day activities.

Introduction:

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Purpose:

The project will focus on the MIS that has to be carried out to reduce the manual work load and time spent on daily reports to get required information & at Kosmoderma. Project will also touch upon studying of MMS software and highlighting the differences and errors in the reports. Final goal of internship is to implement ideas and results at Kosmoderma about areas of improvements based upon the research and analysis carried out.

Objective:

Objective of project is to implement MIS at Kosmoderma and to automate the manual system of work thus improving the efficiency of work.

Goals of the internship are

1) Standardizing processes at Kosmoderma by implementing MIS to improve efficiency of work.

2) Studying of MMS Software and highlighting the differences and errors found in the reports. Thus making the reports to be useful in a much better manner.

3) Study of Doc Engage and MMS software reports for seeing the difference between the two and suggesting which is best among the two.

Standardization of process using MIS is being done by preparing an automated worksheet which will have a dashboard thus giving the information required from the reports quickly when compared to the process when done manually. The dashboard will have the necessary things that is required to know company’s progress.

Also, each of the reports in MMS Software are gone through and differences or errors seen in them are highlighted and getting clarification from the MMS support team thus ensuring that reports are error free and can be useful in the best use.

Study of MMS, Doc Engage software Reports was to understand the difference between the two and suggest as to which the best among them is and what are the suitable reports that is required for operations and finance purpose at Kosmoderma.

Limitations of the internship can be:

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o Scope of project at Kosmoderma is limited; hence analysis done will have limited scope.

o There might be update of reports in the software every now and then thus making necessary changes in the worksheet model accordingly is required.

o Both the software did not have option of customization so had to suggest best suitable among the available reports.

o The customer Support department of this software takes more time to come back to our queries that we express to them.

Economy, Industry, Company Analysis:-

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Economy Analysis:Economic Overview:The 7st largest economy in world GDP ranking is the Indian economy. India was the 19th-largest merchandise exporter in the world in 2013; and the 12th-largest merchandise importer. The largest employer in India's economy is the agricultural sector but has a declining share of its GDP (13.7% in 2012-13). The manufacturing industry has held a constant share of its economic contribution, while the fastest-growing part of the economy has been its services sector — which includes, among others, the construction, telecommunications, software and information technologies, infrastructure, tourism, education, health care, travel, trade, and banking industries. Maharashtra contributes almost 14.10% of total India's GDP, Tamil Nadu is at 2nd position, Uttar Pradesh is at 3rd, India's most economically Free State Gujarat is at 4th and West Bengal is at 5thposition in year 2013-14.India is not only the largest population in the world but also has the youngest population too. About 50 percent of its population is below the age of 25 and about 67 percent below the age of 35.Also, about 65 percent of Indians are in working age group of 15 to 64 years thus giving our country an edge on cost competitiveness and low labour costs. As India’s labour force has a strong knowledge base, it makes India a top destination for multinational corporations that are looking to expand their overseas operations for market. Key industries that contribute to Indian economy are:

        i.            Retail and wholesale trade (23%).

      ii.            Agricultural (15.7%).

    iii.            Real estate (13.5%).

    iv.            Banking and Insurance (10%).

      v.            IT and ITES Industry (9%).

    vi.            Transportation Industry (8.5%).

  vii.            Engineering and Machinery (8%).

viii.            Chemical Industry (7%).

    ix.            Tourism (6.23%).

      x.            Textile Industry (4%).

INDUSTRY Analysis:

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Industry Overview:It must be noted that the human skin is the most amazing, largest and most complex organ of human body. Every dermatologist and pharmacist knows that a damaged skin can be vulnerable to many diseases. With seemingly simple and basic functions of protection and temperature regulation, the skin vies for the greatest attention of the consumers who is becoming more aware, and seeks better services and products for skin and hair.

Indian skin care industry, including both services and products, is booming and holds a distinctive positive compared to other industries. Skin care is the largest and fastest growing cosmeceutical sub segment. Among consumers, the grade of cosmeceutical products will continue to rise as improving physical appearance remains a top social priority.

The increasing desire of consumers to look good, coupled with an aging population, increased per capita income, growing availability of high performance cosmetics, influx of international brands, availability of herbal products, contribution by male cosmetic products and wide choice of availability of the products will drive the cosmeceutical market in future. The procedures or services have scientific integrity which can adequately deliver the results to satisfy the consumers.

Value growth of cosmeceutical procedures is driven by changing consumer perception. The expenditure on cosmeceutical procedures is increasing, as purchasing power has increased among Indian consumers. Nowadays consumers prefer synthetic cosmeceutical products compared to natural products, because of immediate results. Advertising, quality and safety are the major factors which encourages consumers to use cosmeceutical services. With increasing availability of domestic and international brands at affordable prices, consumers started to move away from using services from unorganized to organized channel. Consumers think that quality of service is better if the price of the product is high.

Further, there is a rapid increase in number of specialized dermatologists who are more oriented towards cosmeceutical procedures. According to dermatologists cosmeceutical products and services in India are at nascent stage. Dermatologists have unique role and significant role in the development of cosmeceutical field in India. The Indian dermatologists are persuaded with cosmeceutical products and services available in the market and they are of opinion that products are backed by science. Compared to western countries Indian dermatologist wish to sell cosmeceutical products to patients from their clinic. According to dermatologists cosmeceuticals may replace conventional cosmetic product in future.

The cosmetic industry of India is considered as prosperous due to high demand of the products from the consumer and favorable marketing condition. But at the same time competition in the market is high. On the other side, India is also a very price sensitive market. Cosmetic and personal care product and service providing companies, especially the new entrants, have to create innovative strategies to satisfy Indian preferences and budgets in order to establish a hold in the market. Hence, from the present research we can say that

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cosmeceuticals will continue to be there in the market benefiting the cosmetic, pharmaceutical companies, dermatologists and the consumers. Though the regulations related to cosmetic/cosmeceuticals are well established in developed countries. Lastly, the future of cosmeceuticals is in the hands of dermatologists, industry personnel and regulators. They should work together to ensure that they are safe, effective and accessible.

The Indian dermatology market is growing at more than 20% and represents 25% of the Asia Pacific dermatology market. The cosmetics market is estimated to be worth Rs. 20,000 crore by 2014. A vibrant economy, over 50% people under the age of 30, a growing middle class that can spend increasingly more, the influence of the glamour industry the makes each one

wanting to ‘look good’, are just few of the factors that drive the industry. Gone are the days when a simple cream, ointment or a lotion could meet the most needs in the category. The discerning consumers as well as the super-specializing practitioners are pushing the industry to innovate and differentiate to create products and provide services that meet their growing needs.

Porter’s five force model:

Rivalry :

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Industry rivalry

Threats of new

Entrants

Bargaining power of

buyers

Threat of substitution

Rivalry

Bargainig power of suppliers

o Kaya is, a 160 crore brand with a presence in 30 cities in India having 99 clinics and clientele over 60 lakhs, a major competitor for Kosmoderma.

o VLCC is the oldest brand in India(established in 1989) and it is, with presence in 16 countries and 121 cities having 300 outlets and clientele over 1 crore.

o Above mentioned brands have presence in retail sector for cosmeticso They have online presence to add to their portfolio.o Though Dr. Shetty is in the skin care business, they are not real threat to

Kosmodermao National Skin Care run by Dr. C Rajendra located in Koramagala is also rival

to Kosmoderma in Bangaloreo Direct Hair Implantation is a very famous brand for hair treatment

internationally, it can be considered as a rival for Kosmoderma when it comes to hair treatment and hair related problems.

o Though New Look Skin Care Clinic and Cosmetic Skin Care Clinic are not famous in Bangalore but still can affect reach of Kosmoderma to little extend

o When it comes to retail products for skin care Kaya and VLCC are again rivalso Dermalogica is very costly brand but still is a rival to Kosmocareo Also for that matter Body shop is also rival for Kosmocareo Brands such as Lakme, Nuetrogena, Nivia etc are rivals for Kosmocare

products

Threats of New Entrants :o There are few new entrants in the business of dermatology or skin care in

Bangalore as follows: Dr. Shubha Dharmana New Look Skin Care Clinic Cosmetic Skin Care Clinic Pavan Skin Care Clinic Cutis Clinic Kosmedix

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Bargaining power of buyer :o Skin care or dermatology as a business have very less but healthy competition

in Indiao Since there are few players in this business to govern the market customers

have very much bargaining power with themo As we know Kosmoderma, Kaya and VLCC are giants in dermatology in

Indiao Kosmoderma and Kaya provide similar count of services in the field of skin

care and hair treatmento Though quality of services provided by them differ due to machines and

materials used for the treatment customers can bargain for what they get from a particular clinic

o Also there are players in market with less penetration in India will agree to provide services at very low prices

o And when it comes to products of their own they can afford to provide discounts to customers because dermatologists know the base price for own product series

Bargaining power of suppliers :o As there are old players present in the market and new players entering in the

market o With this scenario suppliers actually have very less bargaining power with

themo But as we know Kosmoderma is having high end machinery and best quality

materials been used, they don’t compromise much on the prices for the services provided

o Also Kosmoderma provide buyers very handsome packages, buyers need not bargain for discounts helping to increase bargaining power of Kosmoderma

o Hence we can say that old players such as Kosmoderma, Kaya and VLCC have little bargaining power over new entrants using a say on the quality of service they provide

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Threat of substitution :

Dermatology and Hair treatment substitution:

Kaya

VLCC

Dr. Shetty

National Skin Care

DHI

Dr. Batras

Dr. Shubha Dharmana

Retail products:

Kaya

VLCC

Dermalogica

Body shop

Lakme

Nuetrogena

Nivia

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COMPANY Analysis:-

About Kosmoderma Skin, Hair and Laser clinics:

Founder: Dr. Chytra V Anand

Vision:

Our vision at Kosmoderma is to be the leading skin, hair and body healthcare provider offering safe, effective and affordable procedure with an unmatched experience.

Mission:

To provide the best standard of healthcare in skin, hair, body and beauty. To delight our clients/patients to be the first option for customers looking for the best

skin, hair and body care service provider. To be a preferred employer for the skin and beauty industry. To set the benchmark in the skin and beauty industry. To work with the Medical and Beauty Community to bridge the gap between

Medicine and Beauty.

Quality Policy:

At Kosmoderma, we always aim and strive to provide the best service and care with efficiency and personal touch without compromising on quality.

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About founder:

Dr. Chytra V Anand is a graduate of the prestigious Guys & St Thomas’ Hospital in London, where she earned her Diploma & Masters in Dermatology. She underwent further training in Medical Aesthetics & Cosmetic Dermatology in USA. In London, Dr. Chytra had the opportunity to train & work with leaders in the field of Cosmetic Dermatology. She has the unique distinction of being a CIDESCO Certified Cosmetologist & a board certified Dermatologist. She is a fellow of the American & European Academy Of Dermatology.

For over 4 years, Dr Anand’s practice was based in London as a consultant and trainer at Bare Necessity chain of clinics. She has been on the expert panel for her talks on Cosmetic Dermatology topics at various conferences and meetings. She has also been a part of Cosmetic Dermatology Programs on Channel 4, Discovery Health, BBC and other prestigious TV Channels in London. She has the distinction of having had her own monthly TV talk show on dermatology on Vectone Asian channel.

In Jan 2006, Dr Anand moved back to India and started a specialist Dermatology clinic and Bangalore’s first MediSpa – Kosmoderma in Bangalore. She has 3 branches in Bangalore presently, Lavelle Road, Indiranagar & Whitefield. Her clientele in Bangalore comprises of stars from the Bollywood, Sandalwood & Tollywood fraternity, fashion models and prominent corporate personalities.

She is an expert in Laser Devices, Injectables & Cosmetic Therapies and is constantly invited as a speaker on expert panels at various conferences, nationally & internationally. She also writes articles regularly for various mainstream publications like Femina, DNA, TOI, Deccan Chronicle, Stay Fit, Marie Claire etc and has appeared on television channels as an expert speaker for various mainstream channels in India. She is regularly featured in the local television channels for her expertise on Cosmetic conditions for skin & hair.

In 2007, she founded the International Academy of Aesthetic Medicine to train doctors in the field of Cosmetic Dermatology. Under her guidance the academy conducts intensive hands on training courses for doctors from around the globe. Dr Anand is considered an authority on Laser devices and Injectables among her peers. She is a pioneer in the training of doctors in the field of Cosmetic Dermatology and has doctors coming from all over Asia to train at her academy.

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About company:

Dr. Chytra V Anand founded Kosmoderma Clinics in 2006 as a one person operation with the vision to create an enterprise, which quickly grew to have 3 employees. In 2007 Dr. Chytra opened the 2nd clinic in Indianranagr Bangalore and the team grew to a size of 7. In 2008, the flagship in Lavelle Road was opened with the company strength growing to 15. Recognising the need to spread the availability of services across the city and to be avilable to the people, the 3rd clinic was opened in Whitefiled area in 2010 and a 4th centre of excellence at JP Nagar in 2012. The team grew incorporating Dermatologists, Aesthteic Physcians and Medical Aestheticians and the entire area of Bangalore is now covered.

As CEO, Dr. Chytra is involved with overseeing the growth of the company and maintaining of quality. Dr. Chytra heads a team of 50+ and leads them to excel on a daily basis. As a Consultant dermatologist Dr. Chytra consults patients at Kosmoderma Clinics and is sought after from patients across the world and all walks of life. After years of research by Dr. Chytra, Kosmoderma has its own in house skin care brand Kosmocare. This has entered Kosmoderma into the FMCG market segment.

Under Dr. Chytra's guidance, expansion plans are underway to have a flagship clinic in every metro within a year from now and a pan India presence of 25 clinics within the next 3 years. Kosmoderma will achieve this with strategic partnering with Dr. Chytra healthcare brands that like us have a vision of providing specialty healthcare services and a mission to aggressively cover the subcontinent in a very short time span catering to the needs of the masses who demand the latest treatments and best of services in terms of healthcare. Recognizing E-commerce, from Jan 2014 Kosmoderma will be offering Skype consults and online sale of Kosmocare.

Kosmoderma is the first Indian Cosmetic Dermatology centre to have its own app (Acne app) available to help acne prone individuals developed personally by Dr. Chytra and Dr. Chytra’s team.

Service Manuals, Ethical Medical Practices, Standard Operating Protocols, Quality Systems are outcomes arising from Dr. Chytra’s passion to quality of service and outcomes From 2006 to 2013, Kosmoderma has grown from 1 clinic, 1 person to 6 clinics with a team of 60+ under the guidance of Kosmoderma CEO Dr. Chytra’s vision to make Kosmoderma a team work based enterprise as opposed to single person entity has seen Dr. Chytra creating an outstanding team of leaders and an enterprise par excellence.

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SWOT analysis of Kosmoderma Skin, Hair and Laser clinics:

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Strengths ServicesProductsDoctors and staffReach/spread

WeaknessLess focusLack in co-ordinationPoor data maintenance

OpportunitiesProductsOperationsCRM

ThreatsCompetitors

Kosmoderma

Details about SWOT analysis:

Strengths:As mentioned earlier services, products, doctors, staff and reach/spread are the strengths of Kosmoderma. As Kosmoderma is in dermatology business, they provide services for skin and hair problems to the clients. Since Kosmoderma is in service business, it can earn high profiles with very less investment or spending. Also Kosmoderma has their own product range for the clients. As Kosmoderma has specially design products for Indian skin type, they can earn huge profits as well as market penetration as a skin care brand. Since Dr. Chytra herself is dermatology specialist with the qualified and trained team of doctors and therapists’ team to serve their clientele, it is hence the strength of Kosmoderma. Also they have very much experienced staff to handle man power, marketing activities, operations in the company. As Kosmoderma has four clinics and tie ups with Motherhood hospitals and dermatologists in Bangalore, they have good reach in the city.

Weakness: As mentioned earlier less focus, lack of co-ordination and poor data maintenance are the weaknesses of Kosmoderma. Kosmoderma have very less focus on operations and CRM part, they tend to rely more on marketing. But not focusing upon operations and CRM part they are losing out on what’s there in their hands. Also lack in co-ordination between the various verticals of Kosmoderma is a biggest weakness. Kosmoderma is very poor at maintaining data for any of the things. Hence they lose out on time for gathering data, analyze and obtain the results soon.

Opportunities:Since Kosmoderma has own product range, they can cross sell their products in their own clinics. Also since they have tie ups with Motherhood hospitals and individual doctors, they can use this to their advantage to promote their brand as Kosmocare products. Also Kosmoderma has more focus on marketing rather than focusing upon their operations and CRM activities. Hence the have opportunity to improve themselves in the field of operations and CRM not to lose out on what’s there with them.

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Threats:Though Kosmoderma are best in the business in Bangalore, they have treat from the clinics which are providing similar services at cheaper rates. Also they have a threat for their products from other brands which are there from long time across the world. If we focus upon services part Kaya, VLCC, Dr. Reddy and few of the individual doctors are providing same number of services in Bangalore. Though the quality and rate differ but the real threat here is low cost services provided by other service providers. Customers’ mentality is to save some money and get the same service done, though quality of service is not that good. When it comes to products, Kosmocare has competitors in the market which are real threats for them. Competitors such as Kaya, VLCC, Dermalogica, Dr. Reddy and Nuetrogena. These people are there in market since long time providing products for skin care. So to compete with them and to penetrate into the retail market, it will be hard initially. Once the brand is set, just like they are brand for services, it is going to be very easy for Kosmoderma.

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Domain Specific Analysis:-

Financial Performance:

1) Balance Sheet:

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2) PROFIT AND LOSS STATEMENT:

Note: Figures are taken approximate just for understanding.

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3) Cash Flow Statement :

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4) Operating Cycle:

Note: Figures are taken approximate just for understanding.

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Theoretical Background:

Management Information System:

Management Information System (MIS) Definition:

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The MIS has more than one definition,

1. The MIS is defined as an integrated system of man and machine for providing the information to support the operations, the management and the decision making function in the organization. 2. The MIS is defined as a system based on the database of the organization evolved for the purpose of providing information to the people in the organization.

In any organization, small or big, a major portion of the time goes in data collection, processing, documenting it to the people.

Hence, a major portion of the overheads goes into this kind of unproductive work in the organization.

People are instrumental in any business transaction, a human error is possible in conducting the same.

Since a human error is difficult to control, the difficulty arises in ensuring a hundred per cent quality assurance of information in terms of completeness, accuracy, validity, timeliness and meeting the decision making needs.

In order to get a better grip on the activity of information processing, it is necessary to have a formal system which should take care of the following points:-

Handling of a voluminous data. Confirmation of the validity of data and transaction. Complex processing of data and multidimensional analysis. Quick search and retrieval. Mass storage. Communication of the information system to the user on time. Fulfilling the changing needs of the information.

The management information system (MIS) uses computers and communication technology to deal with these points of supreme importance.

ROLE OF THE MANAGEMENT INFORMATION SYSTEM:

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The role of the MIS in an organization can be compared to the role of heart in the body. The information is the blood and MIS is the heart.

The system ensures that an appropriate data is collected from the various sources, processed, and sent further to all the needy destinations.

The system is expected to fulfill the information needs of an individual, a group of individuals, the management functionaries: the managers and the top management.

The MIS satisfies the diverse needs through a variety of systems such as Query Systems, Analysis Systems, Modeling Systems and Decision Support Systems the MIS helps in Strategic Planning, Management Control, Operational Control and Transaction Processing.

The MIS plays the role of information generation, communication, problem identification and helps in the process of decision making.

The MIS, therefore, plays a vital role in the management, administration and operations of an organization.

IMPACT OF THE MANAGEMENT INFORMATION SYSTEM:

The impact of MIS on the functions is in its management. With a good support, the management of marketing, finance, production and personnel become more efficient. The tracking and monitoring of the functional targets becomes easy. The functional, managers are informed about the progress, achievements and shortfalls in the probable trends in the various aspects of business. This helps in forecasting and long- term perspective planning. The manager attention is brought to a situation which is exceptional in nature, inducing him to take an action or a decision in the matter. A disciplined information reporting system creates a structured data and a knowledge base for all the people in the organization. The information is available in such a form that it can be used straight away or by blending analysis, saving the managers valuable time.

MIS creates impact in the organization which relates to the understanding of the business itself.

It creates an information- based work culture in the organization.

MIS AND THE USER:

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Every person in the organization is a user of the MIS. The people in the organization operate at all levels in the hierarchy. A typical user is a clerk, an assistant, an officer, an executive or a manager.

Each of them has a specific task and a role to play in the management of business. The MIS caters to the needs of all persons.

The MIS offers the methods and facilities to integrate the data and report the same in a proper format. MIS provides facilities to analyze the data and offers the decision support systems to perform the task of execution. The MIS provides an action oriented information.

MIS provides information in a structured or unstructured format for management to react. The MIS caters to management’s constant changing needs of information.

The user of the MIS is expected to be a rational person and the design of the MIS is based on this assumption.

It was observed that at lower level, is a sense of insecurity. As the MIS takes away the drudgery of search, collection, writing and reporting the data, the work vacuum, so created is not easily filled, thus creating a sense of insecurity.

To some extent the importance of the person is also lost, giving rise to a fear of non-recognition in the organization.

The positive effects on the individuals at all levels are that they have become more effective operators.

The time and energy which was spent earlier in unproductive work is now applied for a productive work. Some are able to use their analytical skills and knowledge with the information support for improving their position in the organization.

The following are some of the Benefits that can be attained using MIS.

Companies are able to identify their strengths and weaknesses due to the presence of revenue reports, employees' performance record etc. Identifying these aspects can help a company improve its business processes and operations.

Giving an overall picture of the company. Acting as a communication and planning tool. The availability of customer data and feedback can help the company to align its business

processes according to the needs of its customers. The effective management of customer data can help the company to perform direct marketing and promotion activities.

MISs can help a company gain a competitive advantage. Competitive advantage is a firm’s ability to do something better, faster, cheaper, or uniquely, when compared with rival firms in the market.

Analysis and Implementation:29

1) MIS Analysis & Its Implementation:

Manage My Spa is a software which helps Kosmoderma to get the daily Reports for the day for its Sales of Services, Products, Custom Packages, Collection of the day , Revenue generated each day. It also gives Report for the month where we will get the information or data as to how much Sales, Collection and Revenue has happened for that particular month. These Reports are available for all its six clinics that are present, four in Bangalore, one each in Chennai & Hyderabad.

Following is the Flowchart which shows as to how the Reports are approached.

MMS Login

Admin

Select Clinic

Reports

Daily Reports

Sales

Collection

Accounting

Tally Exports

There are various Sub category Reports under each of these mentioned above Report headings which gives various required information for the Accounts Department.

There are various Reports in this Manage My Spa Software which does provide Descriptive information but they are scattered.

The Accounts Department need to go from one report heading to another report heading to get their required information and for all four clinics. The required information are not available in one single place or under one report heading as of now.

Account Department have their daily task of making tally for the sales, collection and revenue generated for the day for all four clinics.

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These are the various Reports headings that can be accessed based on which Report needs to be checked.

Accounts Department maintain record in their books although there is software because of two reasons, that is:

In case of any change in the software they cannot go back to the older software and check instead they can rely on their daily tally Reports and get required information.

For the purpose of Audit.

So, since all the required reports for making daily tally is not available under one single heading means that the Accounting Department will have to pull up Reports by going to various Report headings.

This will definitely take more time in completing task of making tally report for all the four clinics.

Though Accounts department take the reports from MMS that are required to them, but it does not satisfy all the complete requirements that they look for from the reports.

Once the Account department pull up the reports to excel sheet there will be few editing that would be done in order to get required information according to their requirements.

So, the things that are done manually after pulling the reports to excel sheet are:

1) Check the status of tickets whether it is Open or Closed. If the ticket is Open the account department will cross verify it with clinic to know if patient had come for the service or not. The reason cross verification is done because sometimes front desk employees forget to close the ticket after the clinic gets the service performed.

2) Total Sundry Debtors( Due Amount to be collected )3) Reducing Package Redemption, manual discount from the Sales to get the Net Sale

for the day.4) Check for Exempted Service Sales.5) Check for Total Taxable Services 6) VAT bifurcation of 14.5% and 5.5% from the Sales product report to know the sales

of 14.5% VAT products and 5.5% VAT products.7) Cash, Card, Cheque and other modes of payment collection.

So these pulling up of reports and manual editing after the reports are pulled up will make Account department spend more time to get required information and then to make their daily tally report.

So one of my important task was to improve the Time management of the Account department in a better efficiaent manner on their day to day activity of daily sales tally report. This was to be done either by finding a report in MMS where they can get all the required information under one heading or find a solution when followed would help in better effective time management.

There are various available reports in MMS as well as the Reports that the Accounting Department considers for their daily tally report of Sales, Collection and Revenue.

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I went through all the available reports for two reasons:

To see if I can find a Report under which the account department will find all the required information under one heading.

To compare and check for the errors if any in the reports given in the MMS.

After I went through the Reports I made a note of the Requirements that the Account department needs from the reports or the information that they look for from the reports.

Basic Requirements that the Accounts Department look for from the Reports in MMS to help their Daily task:

Redemptions done for the day: They are supposed to know the redemption of packages, manual discount given, prepaid/gift card redemptions if any, as these would be counted by deducting from the actual sales to obtain the Net Sales-Service of the day.

Exact Sales for the Day: This is the basic requirement as they need what is the sale that was generated in the clinic for the day after leaving out redemptions.

Product Details: This is the requirement where they check the net sales of 14.5 % VAT Products and 5.5% VAT Products as these are to be entered in their tally report.

Product billing for a Particular Service: If the Service is of say 5 sessions and if that service requires 1 product for each service, then they need to check whether the product quantity billed is 5 or not.

Ticket Status (Open/Closed): Check the status of tickets whether it is Open or Closed. If the ticket is Open the account department will cross verify it with clinic to know if patient had come for the service or not. The reason cross verification is done because sometimes front desk employees forget to close the ticket after the clinic gets the service performed.

Due Amount Details: Here the requirement is to know what is the Due amount for the day and how much does each person who had appointment on that day has due upon them that they need to pay.

Revenue for the day: Revenue for the day has to be known since they need what is the margin of profit at which the business is operating.

Check taxes, Tax Bifurcation required: VAT bifurcation of 14.5% and 5.5% from the Sales product report to know the sales of 14.5% VAT products and 5.5% VAT products.

Invoice No, Guest Code and Price Priced for that Service/Product.: To have a reference as to what is the billed amount and to see if there is any error in the billing or not. The Account department do not go through each bill each day, but if there is a

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correction if arises then they can go to these reports and get the reference of invoice number , name, and guest code and see the billing done for them.

Percentage of Discounts: This is a low key requirement on their daily basis work as the percentage of discount if given more than allowed is generally notified by the clinic to them.

After understanding the requirements, I went through their process of flow that they follow while taking reports and things done with those reports.

Flow of Daily Work (Account Department):

Centre Invoice Report (Check for Ticket Status)

Sales Service Report (Reduce Redemptions manually)

Sales products Report (Tax Bifurcation using Formulas & Filter)

Sales Package (Checks for only Totals)

Marketing Report (Package Details)

Collection report (Checks for Debtor Collection)

Finally Due Amount should match to the Due mentioned in Centre Invoice Report

*MIS is implemented for this flow chart such that it gives the ready information in the automated dashboard which will be linked to the worksheet.

The method of getting the required information is shown in the flow chart below:

Flow Chart to get the required Information:

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Download the Reports of a particular Clinic.

Go to that Particular Clinic Worksheet.

Copy Paste the Report data respectively into the different reports. (Delete the unwanted rows). (Each Report page has MS-Excel formulas in place which will calculate the data in the

required form).

All the data that is required in the Tally report is summarized in the Dashboard sheet, by which it can be entered directly on to the tally sheet.

This Automated Dashboards serves following purposes:

Improves in effective use of Time management on day to day activities and thus leading to better work efficiency.

It will give all the necessary vital information that is required for daily tally sales report.

This dashboard will act as key information provider for management to know what is the sales, collection of a particular clinic for that day and based on the standards they can analyze as to whether the standards kept for that particular branch is met or not.

This dashboard will act as key factor for making decisions on how to improve sales as it will give the count of guests coming for services in that particular clinic.

This Dashboard is user friendly and can be analyzed by anyone in the management as it is simpler in design for easy understanding.

The Dashboard ensures that an appropriate data is collected from the various reports, processed, and sent further to all the needy destinations.

The Dashboard fulfils the information needs of an individual, a group of individuals, the management functionaries: the managers and the top management.

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Following is the Template of MIS dashboard prepared for Accounts department:

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Following is the Template of MIS Dashboard prepared for HR Department

for Enquiry Report:

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2) Study of the MMS Software:

Manage My Spa is a software which helps Kosmoderma to get the daily Reports for the day for its Sales of Services, Products, Custom Packages, Collection of the day , Revenue generated each day.

It also gives Report for the month where we will get the information or data as to how much Sales, Collection and Revenue has happened for that particular month.

This study includes following:

To know different type of reports available for analysis. To check the essential reports out of these cluster of reports in the software. To check for differences and errors in the reports thus making sure that reports that

is used will be efficient and free of wrong information. To check the feasibility of the software for Kosmoderma.

There are several reports that are available scattered and each report as one or the other information which may or may not be available in other report when checked.

For eg: If we check for Sales report, we can either have information from Centre sales report which will have all Service , Product , Package sales in it ; or we can have detailed individual Sales Service, Sales Products, Sales Package Reports.

The difference between Centre Sales & Individual report is that Centre sales will be a more of a general report but whereas individual reports will be detailed which will give more info about service, product & package sales.

So similarly there are reports which will have general one as well as detailed description, hence making confused as to which one to use or what is the difference between the two.

So when study was made to check the essential reports, differences or errors were observed in the reports as well as when compared between two similar types of reports.

Few of the common errors in the reports that would arise is either due to error from Front desk employees or From MMS itself.

It is because of the following reasons:

The Logic that the Kosmoderma understand seeing the reports varies/differs from the Logic meaning according to the MMS technical support team.

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There will be few mismatch in the figures either due to error made by the front desk employee at the clinic level or due to errors from MMS.

So Errors from the Front Desk Employees:-

1) Forget to change the status of Ticket Closed: Ticket Closed means that the service that the Client had requested for has been performed during the appointment time that was booked for that particular client.

Suppose the front desk employee forget to close the ticket then that will affect the net sales of the day. The Accounts department considers only the closed tickets for their net sales amount of the day.

This is one of the error if found, then Accounts Department will cross verify with the clinic regarding that particular open ticket error.

2) Billing Error: Procedure of Counseling is done before finalizing the amount the Client has to pay for their Service/Products or Custom Package (If more than 2 services are combined for a single client then it is said to be a Custom Package).

Counseling is a procedure where the counselor explains the procedure and what is the price that has been quoted and offers any discounts if applicable.

Finally Counselor writes one Final Amount in the Counseling sheet. But when the Doctor who performs the services sees the Counseling sheet marks some other price as the final price in the same Counseling sheet.

So during the time of billing when the front desk employee checks the Counseling sheet, she would not have understood exactly as to for which amount employee has to bill, as the format of the counseling sheet would not be legible or clear. Employee would bill it for the price which would be highlighted at the bottom. Later if employee cross verifies with the Counselor it would be a different price for which employee was supposed to bill.

Then once the error is realized, and then the bill upon which the error has been made has to be edited/corrected; which will cause changes to the reports and hence if the error is of past date and is being realized on later date especially during payment of the bill, then it will affect the tally report of that past date which would have already been made.

This billing error would affect at large if the bill is made for product sale in previous month and has to edited for any correction later in the current /next month . This will affect the VAT returns that would have been filed already for the previous month.

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This error is not often but one of the important errors found which is done by the front desk employee.

Errors from MMS: The errors would be mismatch of figures when compared from one Report to other Report.

For eg: Consider two Reports, Service Revenue & Centre Revenue.

Centre Revenue Report does include Service Revenue, Product Revenue, Package Redemptions as well as Advance Gift/Prepaid Card Redemptions. The total of all these is the Centre Revenue.

* Package Redemptions means that, if there is a Custom Package having 3 to 4 services clubbed for a total amount of “Y”, out of which one service from those 3-4 services is redeemed or got done, then the amount costing to that particular service say “x” is the package redemption amount out of that total package amount “Y”.

So when compared these two reports there was an error or mismatch in the figure found in Total Service Revenue under Service Revenue Report to the figure found in Service Revenue under Centre Revenue Report.

The Service Revenue figure was not matching when compared between Individual Service Revenue Report and Centre Revenue Report.

Such Mismatch in the figures occurred when two or more reports were compared and checked.

The errors found were noted down, taken screenshots and was discussed with MMS Technical support team to get that the error corrected and it was also was discussed with concerned Department notifying them about the errors as well as its rectification.

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3) Study and Comparison of Doc Engage & MMS Software:

This study is for the following:

To know the different types of reports in two software. To compare between the two reports and suggest as to which is more

suitable and efficient.

DOC ENGAGE SOFTWARE:

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MANAGE MY SPA SOFTWARE (MMS) :

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Comparison between Doc Engage & Manage My Spa Software:

This following table shows whether the feature mentioned is available in the respective software or not.

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Concerns of Doc Engage:-

1) The package report is not available. Everything is settled in the services report only.

2) Consumptions/ Package redemption of services in a package is not known. We never get to know how many sessions the patient has undergone. We get to know about it only when the package is exhausted.

3) Client codes is a mess. Number of patients actually present is lesser than the number of codes assigned to them.

4) Reports were limited, only sales and Income reports were available

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5) While running a dummy operation at the white field center, the invoice for the products and services created for a dummy patient at white field counter is by default getting generated from Hyderabad care center.

/*Invoice for the products or services at a particular counter is generated from some other counter.*/

6) Appointments get overlapped.

7) Utilization of equipment -Track of machines being used and the locations they are being used is not known.

8) Training hours for therapists not shown.

9) Same patient Id's created, Accounts mismatch.

10) Referral and Revenue sharing is not implemented on a full scale.

11) Petty Cash expenses not known.

12) Due payment on service and not on product feature not present.

13) Consumable products are not linked with services which require products for it to be performed.

The above said concerns in Doc Engage are rectified in MMS.

Benefits are:

1. Appointments do not get overlapped.2. Consumptions/ Package redemption of services in a package is

known through the report available for it separately.3. No mismatch of patient’s id’s.4. Segregation of report for each Sales, Collection, Revenue,

Appointments is given.5. Consumable products are linked with services which require

products for it to be performed.6. Provision of providing multiple care providers with names when

performed for a service.7. It has the feature which allows due payment only on services and

not on products.

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Doc Engage software has limited options and features thus the scope of analysis also becomes limited. Also, if any additional information is required for analysis it is not available in Doc Engage.

Hence based on the study, comparison of the features between the two software and after noting down the concerns, it can be said that MMS software is much better and efficient for analysis and useful; although the reports are scattered and errors/differences found have to be rectified.

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Results & Findings:Following are the findings during the course of project:

1. MIS implementation has resulted in effective use of time management on the day to day activities.

2. Study of MMS & Doc Engage has helped in realizing the differences between the two and thus enabling to choose the suitable and reliable software to have better efficient information from reports.

3. Study of MMS has helped in finding out the errors and differences thus rectifying them for correct use of the information in them.

4. Customization feature of choosing required Reports is not available in both the software.

5. Mismatch of figures during audit has been ruled out after the implementation of MIS for accounts department as it gives proper figures from the report.

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Conclusion & Recommendation:

To improve the Work efficiency, higher output sales and to render consistency in growth, firm existence in the existing professional field, following steps are recommended which can be implemented in stages of operation:

1. To apply MIS to all the necessary departments 2. To adopt a reliable software for customized reports that would contain

specific information.3. To format and apply standard Counselling chart for better clarity in

billing standards.4. To Format a standard chart to reflect Annual sales target and monthly

sales target, day to day sales target at all the existing branches of the company.

5. Implementation of the newly Designed Automated Dashboard - to enable quick review of the actual business performance.

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Annexure:

1. Following is the Flowchart which shows as to how the Reports are approached.

MMS Login

Admin

Select Clinic

Reports

Daily Reports

Sales

Collection

Accounting

Tally Exports

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These are the various Reports headings that can be accessed based on which Report needs to be checked.

2. Flow of Daily Work (Account Department):

Centre Invoice Report (Check for Ticket Status)

Sales Service Report (Reduce Redemptions manually)

Sales products Report (Tax Bifurcation using Formulas & Filter)

Sales Package (Checks for only Totals)

Marketing Report (Package Details)

Collection report (Checks for Debtor Collection)

Finally Due Amount should match to the Due mentioned in Centre Invoice Report

3. Flow Chart to get the required Information:

Download the Reports of a particular Clinic.

Go to that Particular Clinic Worksheet.

Copy Paste the Report data respectively into the different reports.( Delete the unwanted rows). (Each Report page has MS-Excel formulas in place which will calculate the data in the

required form).

All the data that is required in the Tally report is summarized in the Dashboard sheet, by which it can be entered directly on to the tally sheet.

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4. Following is the MIS dashboard prepared for Accounts department:

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5. Following is the MIS Dashboard prepared for HR Department for

Enquiry Report:

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References: http://kosmoderma.managemyspa.com/ https://www.docengage.in/ http://en.wikipedia.org/wiki/Management_information_system http://accountingexplained.com/ http://www.mu.ac.in/mis.pdf Microsoft Excel spreadsheet with examples from IIM-A https://support.office.com http://chandoo.org/wp/excel-dashboards www.youtube.com http://en.wikipedia.org/wiki/Financial_analysis http://en.wikipedia.org/wiki/Economy_of_India

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