Prenova procesa obravnave zahtevka v nezgodnem zavarovanju pri izbrani zavarovalnici

Menhard, Eva

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Title:	Prenova procesa obravnave zahtevka v nezgodnem zavarovanju pri izbrani zavarovalnici
Authors:	ID Menhard, Eva (Author) ID Nedelko, Zlatko (Mentor) More about this mentor...
Files:	UN_Menhard_Eva_2025.pdf (1,68 MB) MD5: 1FE43B4E1CBC20C3A59D2149A1E1BA1E
Language:	Slovenian
Work type:	Bachelor thesis/paper
Typology:	2.11 - Undergraduate Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	Delo obravnava poslovne procese kot ključen element uspešnega delovanja organizacij. Pojasnjena je razlika med funkcijsko in procesno organiziranostjo podjetij, pri čemer procesna usmerjenost omogoča večjo učinkovitost, boljšo usklajenost aktivnosti in večjo osredotočenost na uporabnika. Predstavljeni so tudi različni tipi procesov, ključni, podporni, delovni in tehnološki ter njihov vpliv na delovanje podjetja kot celote. Posebna pozornost je namenjena prenovi poslovnih procesov. Opredeljeni so njeni cilji, kot so odprava podvajanja, krajšanje časa izvedbe, zmanjšanje stroškov in izboljšanje kakovosti. Pomemben del predstavljata analiza obstoječih procesov, zlasti prepoznavanje ozkih grl in zastojev ter modeliranje, ki omogoča jasno predstavo o poteku dela. V zaključku prvega dela naloge je izpostavljeno merjenje uspešnosti prenove, saj šele s konkretnimi kazalniki lahko ocenimo, ali so bile spremembe učinkovite. Teoretični del tako postavlja trdne temelje za razumevanje pomena prenove procesov v praksi. Aplikativni del temelji na primeru iz prakse, obravnavi nezgodnih zahtevkov v nezgodnem zavarovanju pri izbrani zavarovalnici. Analiza obstoječega procesa je razkrila več pomanjkljivosti, kot so podvajanje aktivnosti, zamude in slaba pretočnost. Ugotovitve kažejo, da ti izzivi vplivajo tako na kakovost storitev kot na obremenjenost zaposlenih. Na tej osnovi je bil oblikovan prenovljen proces, ki uvaja manjšo, a ciljno usmerjeno spremembo v fazi obračuna. Predlog prinaša hitrejšo obravnavo zahtevkov in razbremenitev strokovnih sodelavcev. Mnenja zaposlenih potrjujejo koristi prenove, hkrati pa opozarjajo na izzive notranje organizacije. Delo ponuja konkretne rešitve in dokazuje, da lahko že manjše izboljšave v procesu prinesejo koristi in pozitivno vplivajo na delovanje organizacije.
Keywords:	Poslovni proces, prenova procesa, zastoji, ozka grla, nezgodno zavarovanje.
Place of publishing:	Maribor
Publisher:	E. Menhard
Year of publishing:	2025
PID:	20.500.12556/DKUM-93426
UDC:	005.4:368
COBISS.SI-ID:	247314435
Publication date in DKUM:	02.09.2025
Views:	147
Downloads:	48
Metadata:
Categories:	EPF
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Licences

License:	CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:	The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:	25.06.2025

Secondary language

Language:	English
Title:	Redesign of the accident insurance claim handling process at a selected insurance company
Abstract:	This work examines business processes as a key element in the successful functioning of organisations. It explains the difference between functional and process organisation of companies, where process orientation allows for greater efficiency, better coordination of activities and greater customer focus. The different types of processes, core, support, operational and technological, and their impact on the performance of the enterprise as a whole are also presented. Special attention is paid to business process re-design. Its objectives are identified, such as eliminating duplication, reducing lead times, reducing costs and improving quality. An important part of this is the analysis of existing processes, in particular the identification of bottlenecks and bottlenecks, and modelling to provide a clear picture of workflow. The first part of the thesis concludes with a focus on measuring the success of the redesign, since only concrete indicators can be used to assess whether the changes have been effective. The theoretical part thus lays a solid foundation for understanding the importance of process redesign in practice. The applied part is based on a practical example, the handling of accident claims in the accident insurance of the chosen insurer. The analysis of the existing process revealed several shortcomings such as duplication of activities, delays and poor flow. The findings show that these challenges affect both the quality of service and the workload of the staff. On this basis, a redesigned process has been developed, introducing a small but targeted change in the billing phase. The proposal brings faster processing of claims and relieves the burden on assistants. Staff feedback confirms the benefits of the redesign, but also highlights the challenges of internal organisation. The work offers concrete solutions and demonstrates that even small improvements in the process can bring benefits and have a positive impact on the performance of the organisation.
Keywords:	Business process, process redesigne, delays, bottlenecks, accident insurance.

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