Model unapređenja kvaliteta procesa životnog osiguranja

Abstract

Osnovni cilj istraživanja u ovoj doktorskoj disertaciji je da se analizom stanja na tržištu osiguranja, stavova potencijalnih korisnika životnog osiguranja i menadžmenta osiguravajućih kompanija, kao i studijom slučaja konkretne, složene osiguravajuće kompanije, razvije model unapređenja kvaliteta procesa životnog osiguranja i razrade osnovni strateški elementi, a odnose se na planiranje, organizaciju i upravljanje sistemima koji pružaju usluge životnog osiguranja. Primjenom metoda ankete i intervjua i modela Balanced Scorecard, uočeni su kritični elementi poslovnih procesa i predložene mjere unapređenja. Razvijen je model kompanije koja posluje u oblasti životnog osiguranja koji obezbjeđuje njenu samostalnost, uključuje aktuelna ograničenja na evropskom tržištu osiguranja i povišenu efektivnost njenih poslovnih procesa.

The main goal of this doctoral dissertation is to develop a model for improving the quality of life insurance process and to elaborate basic strategic elements such as planning, organization and management of institutions that provide life insurance services. This is achieved through analysis of the life insurance market, attitudes of potential customers and the management of insurance companies, as well as a case study of concrete, complex life insurance company. Through application of the survey method, interview, as well as balanced scorecard, the critical business process elements were noted and improvement measures were proposed. As a result, a model which ensures the independence of the life insurance company, includes current restrictions at the European insurance market and enables increased efficiency of its business processes, was developed.