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Title:MANAGEMENT POSLOVNIH PROCESOV IN INFORMATIZACIJA ŠKODNEGA PROCESA V ZAVAROVALNICI
Authors:ID Toplak, Maja (Author)
ID Uršič, Duško (Mentor) More about this mentor... New window
Files:.pdf UNI_Toplak_Maja_2010.pdf (547,25 KB)
MD5: A0E0D67B8C3796C80A0381F48892B895
PID: 20.500.12556/dkum/7c1eee94-fc3e-4586-aa2a-686c0a0eb7c3
 
Language:Slovenian
Work type:Undergraduate thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Strateški potencial informacijskih sistemov v podjetjih je v nižanju stroškov in neposrednem povečevanju dodane vrednosti — v mojem diplomskem delu na primeru delovnega procesa v škodnem oddelku. Prenova delovnih procesov se kaže na več nivojih in vpliva na poslovni proces zavarovalnice. Gre za vedno večjo povezanost informacijskega sistema in delovnih procesov. Delovne aktivnosti sestavljajo delovne procese in delovni procesi sestavljajo poslovni proces zavarovalnice. Cilj je prisotnost informatizacije v celotnem poslovnem procesu. Velike spremembe v tehnologiji in konceptih poslovanja zahtevajo drugačno obravnavo podjetja. Tradicionalna načela več ne veljajo in niso zagotovilo za preživetje. Velik poudarek je na zmanjševanju stroškov in obenem velikem tehnološkem razvoju. To je za podjetje velik izziv. Glede na vse spremembe, mora tudi podjetje temeljito spremeniti oz. prenoviti poslovanje. Gre za proces prenove — oblikovanje nove organizacije. Ključno pri procesu prenove je razumevanje poslovnega procesa in organizacije. V diplomskem delu sem predstavila pojem proces prenove poslovnega procesa na škodnem področju zavarovalništva. Gre za uvedbo elektronskega škodnega spisa. V obravnavani zavarovalnici je cilj vso dokumentacijo, ki je vezana na procesiranje škodnih spisov, digitalizirati — pretvoriti v računalniško obliko. Predvideva se, da se bo postopek digitalizacije izvajal neposredno po prejemu dokumentacije v tehnično ustrezno opremljenih registracijskih mestih zavarovalnice. Predvideva se sodelovanje z zunanjimi izvajalci storitve digitalizacije (skeniranja). Računalniško vodenje dokumentacije škodnega spisa poleg vhodnih zajema tudi izhodne in interne dokumente, ki v sistem elektronskega vodenja vstopajo zajeti bodisi neposredno iz računalniških aplikacij bodisi po organizacijskem vzorcu, kot velja za vhodne dokumente. Informatizacija in prenova škodnega procesa je zaradi svoje kompleksnosti zahteven projekt, ki bo temeljil na znanju in izkušnjah zavarovalnice, ki ga je pridobila na sklepalno-pogodbenem delu. Pri projektu prenove se bo potrebno posluževati storitev specializiranih IT podjetij na tem področju. Na trgu je konkurenca precejšnja in pri pravilni izbiri ter kasnejšem ustreznem sodelovanju je uspeh ob sprejemanju določenih načel in upoštevanju prakse iz sklepalno-pogodbenega dela skoraj zagotovljen. Prenove škodnega procesa so se že ali se ga bodo v bližnji prihodnosti začele lotevati vse zavarovalnice v Sloveniji. Poslovne enote večjih tujih zavarovalnic v Sloveniji so prevzele že utečen sistem iz njihovih central. S tem so v precejšnji prednosti, ker se jim ni potrebno posvečati razvoju, vendar so po drugi strani to praviloma togi sistemi, ki se le s težavo prilagodijo lokalnemu okolju. Tako da imajo zavarovalnice, ki so nastale v Sloveniji leta 1991, na osnovi nekdanje združene Zavarovalnice Triglav v tem pogledu lahko prednost. Škodni sistem lahko prenovijo in informatizirajo na osnovi dolgoletnega poznavanja okolja in ljudi v teh okoljih, predvsem pa na podlagi znanja in izkušenj svojih zaposlenih. Z elektronskim škodnim spisom dosežemo popolno informatizacijo obdelave škod — od cenilnega zapisnika — do elektronskega arhiviranja. Prednosti elektronskega škodnega spisa so enostavno iskanje dokumentov, ki so s tem oddaljeni samo nekaj »klikov«, privarčevan prostor in čas, ki je bil porabljen za iskanje škodnih spisov.
Keywords:poslovni proces, prenova poslovnih procesov, proces likvidacije škod, e-dokument, e-poslovanje, upravljanje dokumentov, delovni tok.
Place of publishing:Maribor
Publisher:[M. Toplak]
Year of publishing:2010
PID:20.500.12556/DKUM-15924 New window
UDC:005.4
COBISS.SI-ID:10397212 New window
NUK URN:URN:SI:UM:DK:OY0HLJGX
Publication date in DKUM:08.11.2010
Views:3288
Downloads:609
Metadata:XML DC-XML DC-RDF
Categories:EPF
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Secondary language

Language:English
Title:BUSINESS PROCESS MANAGEMENT AND COMPUTERIZATION OF A DAMAGE PROCESS IN A INSURANCE COMPANY
Abstract:The strategic potential of information systems in companies lies in lowering expenses and in direct increase of the added value - in my thesis I have focused on the work process in the claims department. Reform of the working processes is displayed on different levels and has an effect on the business process of the insurance company. The information system and the work processes are increasingly interlinked. Work activities comprise the working processes, the latter is comprised by the business process of the insurance company. The aim is to ensure the presence of the computerising in the whole business process. Vast changes in technology and in business conceptualisation demand a different handling of companies. Traditional principles do not exist anymore and therefore do not assure survival. Emphasis is given to both lowering expenses and to technological development, which represents a major challenge for companies. In light of all the changes, a company has to thoroughly alter or reform the operating activities. The process of reforming denotes the formation of a new management. The key element in this process is to understand the business process and management itself. In my thesis I have explained the process of reforming the business process in the claims area of insurance companies by introducing the computerised claims files. The relevant insurance company aims to digitalize - computerize - all documentation connected to the processing of claims files. The process of digitalisation is foreseen to be executed directly after the documentation is received in technically suitably equipped registration offices at the insurance company. Outsourcing is foreseen for digitalization (scanning of documents). Computerisation of claims files comprise incoming, outgoing and internal documents. Outgoing and internal documents are incorporated onto the electronic system either directly from computer applications or through the management pattern, as it is applicable with the incoming documentation. Computerising and reforming of the claims process is an onerous project due to its complexity. It is based on the insurance company's knowledge and experience from contracting. Help by specialized IT companies in this field is required during the reforming process. Because the competition on the IT market is substantial, success is nearly ensured, if the right choice in the IT company is made and subsequent cooperation is maintained and if the adoption of certain principles an practice from contracting is followed. Insurance companies in Slovenia have already or will in the near future start to reform the claims process. Business units of foreign insurance companies in Slovenia have already seized the system of their headquarters, which gives them substantial advantage, since they do not have to devote their attention to development. On the other hand, these are more or less rigid systems that have difficulties to accommodate to the local environments. Insurance companies that emerged in Slovenia in 1991 have on the basis of deferred insurance company Triglav an advantage. Claims system can be reformed and computerised on the basis of long term knowledge of the local environment and the local population, but also on the basis of knowledge and experience of its personnel. Computerised claims files can attain a full computerising of claims processing - from valuation reports to computerised archive. Advantages of computerised claims files are simple search of documents that are only a few "clicks" away, space and time savings.
Keywords:business process redesign business processes, the process of liquidation damages, e-document, e-BUSINESS, document management, workflow.


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