Information Technology for Business Process Management in Insurance Companies

Authors: Vesna Bosilj Vukšić, Darija Ivandić Vidović, Ljubica Milanović Glavan

Abstract:

Information technology plays an irreplaceable role in introducing and improving business process orientation in a company. It enables implementation of the theoretical concept, measurement of results achieved and undertaking corrective measures aimed at improvements. Information technology is a key concept in the development and implementation of the business process management systems as it establishes a connection to business operations. Both in the literature and practice, insurance companies are often seen as highly process oriented due to the nature of their business and focus on customers. They are also considered leaders in using information technology for business process management. The research conducted aimed to investigate whether the perceived leadership status of insurance companies is well deserved, i.e. to establish the level of process orientation and explore the practice of information technology use in insurance companies in the region. The main instrument for primary data collection within this research was an electronic survey questionnaire sent to the management of insurance companies in the Republic of Croatia, Bosnia and Herzegovina, Slovenia, Serbia and Macedonia. The conducted research has shown that insurance companies have a satisfactory level of process orientation, but that there is also a huge potential for improvement, especially in the segment of information technology and its connection to business processes.

Keywords: Business processes management, process orientation, information technology, insurance companies.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1108689

References:

[1] Ivandić Vidović, D., Bosilj Vukšić, V., Kereta, J. (2009), Analiza performansi poslovnih procesa za postizanje poslovne izvrsnosti: studija slučaja Hrvatskog osiguravajućeg društva (Analysis of Business Process Performance for Achieving Business Excellence: Case Study of a Croatian Insurance Company), Poslovna izvrsnost Zagreb, 1, 113-130.
[2] Benko, J. (2012), Uloga informacijske tehnologije u upravljanju poslovnim procesima u osiguravajućim društvima (The Role of Information Technology in Business Process Management in Insurance Companies), Magistarski rad (Master’s thesis), Ekonomski fakultet, Zagreb.
[3] Bosilj Vukšić V., Hernaus T., Kovačič A. (2008), Upravljanje poslovnim procesima – organizacijski i informacijski pristup (Business Process Management – Organizational and Information Approach), Zagreb: Školska knjiga.
[4] Ivandić Vidović, D. (2012), Razvoj metodologijskog okvira za upravljanje poslovnom uspješnošću (Development of a Methodological Framework for Business Performance Management), Doktorski rad (Doctoral thesis), Ekonomski fakultet, Split.
[5] Davenport, T. H. (1993), Process Innovation: Reengineering Work through Information Technology, Boston: Harvard Business School Press.
[6] Harrington, H.J. (1996), Business Process Improvement: the breakthrough strategy for total quality, productivity and competitiveness, New York: McGraw-Hill.
[7] Khan R. (2003.), Business Process Management: a practical guide, Tampa: Meghan-Kiffer Press.
[8] Reijers, H. (2003), Design and control of workflow processes: Business Process Management for service industry, Berlin: Springer.
[9] DeToro, I., McCabe, T. (1997), How to stay flexible and elude fads, Quality Progress, 30(3), 55-60.
[10] Milanović Glavan, Lj. (2014), Konceptualni model sustava za mjerenje procesne uspješnosti poduzeća (Conceptual Model of Process Performance Measurement System), Doktorski rad (Doctoral thesis), Ekonomski fakultet, Zagreb.
[11] McCormack, K., Johnson, W. C. (2001), Business Process Orientation: Gaining the E-Business Competitive Advantage, New York: St. Lucie Press.
[12] Bosilj Vukšić V., Milanović Lj, Škrinjar R., Indihar Štemberger M. (2008), Organizational Performance Measures for Business Process Management: a Performance Measurement Guideline, IEEE computer society, ISBN 978-0-7695-3114-4.
[13] Kueng, P., Hagen, C. (2007), The fruits of Business Process Management: an experience report from a Swiss bank, Business Process Management Journal, 13(4), 477-487.
[14] Smith, H., Fingar, P. (2003), Business Process Management: The Third Wave, Tampa, Meghan-Kiffer Press
[15] Lončar, A. (2008), Alati za upravljanje poslovnim procesima, (Business Process Management Tools) Zagreb: Infotrend, 158(2).
[16] Gartner (2010), Magic Quadrant for Business Process Management Suites, 2010-G00205212, available at: https://wwwimages2.adobe.com/ content/dam/Adobe/en/enterprise/pdfs/magic-quadrant-for-businessprocess- management-suites.pdf (4th July, 2012).
[17] Gartner (2011), Magic Quadrant for Business Process Analysis Tools, Analyst(s): David Norton, 2011 - G00219247, available at: http://public.dhe.ibm.com/software/au/rational/eam/article4.pdf (8th July, 2012).
[18] Harmon, P. (2007), Evaluating an Organization's Business Process Maturity, Business Process Trends, March 2004, 2(3), 1-11.
[19] Gartner (2011), Magic Quadrant for Corporate Performance Management Suites, Analyst(s): Iervolino, C., 2013- G00238924, available at: http://anibalg.files.wordpress.com/2013/02/magic-quadrantfor- corporate-performance-management-suites-2013.pdf (18th January, 2014).
[20] Parkes, A. (2002), Critical success factors in workflow implementation, Proceedings of the 6th Pacific Asia Conference on Information Systems, Jasmin, Tokyo, 368-380.
[21] Willaert, P., Willems, J. (2006), Process Performance Measurement: Identifying KPI's that link process performance to company strategy, International Resources Management Association Conference 2006, Washington, May 21-24.
[22] Capgemini (2012), Global business process management report, available at: http://www.slideshare.net/pexnetwork/global-businessprocess- management-report (4th January 2014).
[23] Milanović Glavan, Lj. (2010), Upravljanje poslovnim procesima i znanjem primjenom informacijske tehnologije u hrvatskim poduzećima, (Managing Business Processes and Knowledge Using Information Technology in Croatian Companies) Poslijediplomski specijalistički rad (Postgraduate Specialist Thesis), Ekonomski fakultet, Zagreb.