Page 161 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes Education

Insurance
Travel

Logistics
This unit would be useful as a guideline for further studies in the stated area, seeking more
correlations and trends with depth research, especially in very specific sectors. There is scope for
comparison of the effect on competitiveness between India and foreign firms, private and public
enterprises, profit and non-profit organisations, and across sectors, through technology adoption.
Some of the technological developments whose adoption has had a decisive impact on the
competitiveness of service firms globally are:
1. Universal Product Code (UPC)
2. Radio Frequency Identification Documentation (RFID)
3. Credit cards technology
4. Electronic Data Capture (EDC)

5. Quick Response Inventory Management System (QRIMS)
6. Enterprise Resource Management Systems (ERMS)
7. Supply Chain Management Systems (SCMs)

8. ATMs with V-SAT
9. The Internet
10. Data mining and data warehousing technologies
11. Imaging technologies
12. Computerised Reservation Systems (CRS)

13. Customer Relationship Management Systems (CRMS)
14. Telecommunication (satellite, cellular phone, Wi-Fi, broadband, etc.) technologies.
Trends of technology adoption in specific sectors, which went on to improve competitiveness,
and affect the nature of the market are:
1. Government: The Central as well as some state governments have improved their
productivity and efficiency through judicious information technology adoption. In the
early eighties, NRI telecom czar Sam Pitroda helped the Centre to jumpstart with the
Telecom Commission. The latter is mainly responsible for achieving the unbelievable
teledensity of 12.73 by April 2006, and connecting the nation’s 600 districts with personal
computers, landlines and satellite networks through the National Informatics Centre
Network (NICNET). The State as well as the Central administrations had the latest
demographic and revenue records through the network. States of Madhya Pradesh and
Andhra Pradesh installed information kiosks in every district to have a transparent system
for land and revenue records, and efficient monitoring of government programmes.
Psychologist Prannoy Roy used in the second half of 1979, a powerful ICIM computer to
translate huge amount of Election Commission data to correctly predict the phoenix-like
return of Mrs. Indira Gandhi to power. He then went on to use the high quality graphics
generated by his software firm Stat Art to differentiate his much-appreciated weekly news
programme The World This Week, broadcast every Friday over staid Doordarshan from
1998. In the nineties, NDTV used NICNET to get the polled data streaming in to his

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