| Abstract [eng] |
BUSINESS PROCESS QUALITY MANAGEMENT IN THE INSURANCE COMPANY Agata TYLINGO Paper of the Master‘s degree Quality Management Studies Master‘s Program Vilnius University Faculty of Economics and Business Administration Management Department Supervisor – J. asist. R. Labanauskis Vilnius, 2020 SUMMARY 88 pages, 20 charts, 14 pictures, 64 references. The main purpose of this master thesis is to determine the elements of business process quality management, their systematic relations in the insurance company and needed systems to improve business processes quality management. The work consists of three main parts: the analysis of scientific literature, the analysis of insurance sector, methodology and research results, and conclusion and recommendations. Literature analysis reviews the concept of business process quality management, its models and factors influencing business process quality management and business processes in insurance sector. The second analytical part of the work analyzed the specifics of the insurance market, the requirements of quality standards of the insurance company, the reasons for the implementation of quality management models and process quality management system and the processes that determine the insurance company's performance. After the literature analysis research design was set up, research indicators and methods were selected. The main purpose of empirical research was to determine the most important aspects of the insurance company's service sales process and to prepare the obtained results for the performance of quantitative research in order to examine the possibilities of application of process quality standards / systems in the company, improving process quality management. The case of company ,,X“ was selected. Questionnaire survey and semi-structured interview methods were used for the research. The study revealed that X Insurance Company's sales process quality management direction: human resources, IT, internal communication, systems and standards compliance control. Therefore, the author believes that improving these areas can help ensure the company's sales process quality management. The conclusions and recommendations summarize the main concepts of literature analysis as well as results of the case study and empirical research. The author believes that the results of the study could give useful guidelines to the selected insurance company to improve their sales process quality management.  . |
