diplomsko delo univerzitetnega študija
Barbara Mavec (Author), Eva Jereb (Mentor)

Abstract

V diplomski nalogi se srečujemo s problemom neučinkovitega reševanja reklamacij osebnih zavarovanj na Oddelku podpore osebnih zavarovanj Zavarovalnice Triglav, d. d. S povezavo treh osnovnih informacijskih sistemov, ki jih trenutno uporablja Oddelek osebnih zavarovanj, v en povezan sistem, bi se ustvarila tekmovalna prednost v obdelavi zavarovanj, posledično pa bi povzročilo tudi dvig podjetniške učinkovitosti. Slednje bi bilo vodilo v boljše zadovoljstvo zaposlenih in drugih vpletenih strank (zavarovancev, posredovalcev zavarovanj, njihovih nadrejenih). Diplomsko delo temelji na domnevi, da je ustrezno, ažurno in kakovostno reševanje reklamacij izredno pomembno za doseganje dobrih poslovnih uspehov. Osredotočamo se na kakovost in ažurno opravljanje storitve za zavarovance, ki so najbolj pomemben element v poslovnem sistemu naše organizacije. V zaključku diplomske naloge so predlagane rešitve na konkretnem primeru. Glede na to, da ima Zavarovalnica Triglav, d. d. na razpolago ustrezno tehnologijo in usposobljene informacijske kadre na tem področju, je rešitev oz. izboljšava obstoječega sistema izvedljiva, toda le ob podpori vodstva.

Keywords

poslovni procesi;osebno zavarovanje;reševanje reklamacij;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [B. Mavec]
UDC: 368
COBISS: 6534419 Link will open in a new window
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Other data

Secondary language: English
Secondary title: RENOVATION OF PROCESS ''SOLVING OF CLAIMS OF PERSONAL INSURANCES'' IN ZAVAROVALNICA TRIGLAV, D.D.
Secondary abstract: The present thesis deals with the problems of managing personal insurance complaints in the Department of Life Insurance Support in Zavarovalnica Triglav, d.d. Linking the three basic systems currently used by the Department of Life Insurance into one coherent system would create a competitive advantage on the market and raise the company’s efficiency. Consequently, this would lead to more satisfied employees and the other involved parties (insured persons, insurance agents and their managers). The thesis is based on the assumption that an efficient and accurate complaints management is essential in achieving good business results. The thesis concentrates on the quality and efficiency of services offered to the customers, who represent the vital element in our company’s business process. In the final part of the thesis a practical example is used to propose a viable solution, considering the fact that Zavarovalnica Triglav, d. d. already has adequate technology, information and staff resources in place. However, the support of the management is essential for its actual implementation.
Secondary keywords: Business process;Personal insurance;Solving of claims;Lotus Notes;LIFE insurance information system;Electronic archive;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. Maribor, Fak. za organizacijske vede
Pages: 83 f., 3 f. pril.
ID: 8715743
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