Digitalizacija operativnih praksi u industriji osiguranja

master's thesis

• Title (english): Digitization of operational practices in the insurance industry
• Author: Bernarda Jurič
• Mentor: Jasna Prester (mentor)
• Committee member: Tomislav Hernaus (predsjednik povjerenstva)
• Committee member: Matija Marić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2022-09-16, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Industrija osiguranja, kao dio ukupne financijske industrije ima nemjerljivu važnost za svakog
pojedinca, kompaniju i društvo u cjelini. U proteklih nekoliko godina industrija osiguranja
kao djelatnost doživjela je nevjerojatnu transformaciju iz tradicionalnih kanala i obrazaca i
jednog krutog oblika poslovanja u moderan, okretan i digitalizirani financijski svijet prepun
inovacija. Navedene promjene impliciraju redefiniranje nove strategije na svim razinama
poduzeća, a posebice redefiniranje operativnih procesa i praksi koje više ne mogu biti niti
približno iste kao nekada. Pružanje usluge zaštite, usluge štednje i investiranja, prodajni i
distribucijski kanali, kao i odnosi s regulatorom imaju potpuno nove procese i prakse. Upravo
je cilj ovog rada istražiti te promjene, istražiti kako je i zašto došlo do tih promjena i koja je
funkcija operacijskog menadžmenta u takvom okruženju. Trendovi u razvijenim zemljama
sugeriraju i pokazuju kako je temelj osiguravajuće industrije danas tehnologija, koja vodi do
značajne razine digitalizacije i automatizacije svih procesa. Navedeni trendovi poprimili su
značajno svoje oblike u razvijenim zemljama, ali isto tako i u Republici Hrvatskoj.
Digitalizacija je već sveprisutna i nužna, a oni koji je ne prihvate, teško će zadržati tržišne
udjele. Na kraju, cilj je empirijskim istraživanjem i anketnim upitnikom među svim
osiguravajućim društvima u Republici Hrvatskoj istražiti stupanj digitalizacije poslovanja i
posljedično promjenu operativnih praksi i procesa.

Abstract (english)

The insurance industry, as a part of the overall finance industry has immeasurable
importance for every individual person, company, as well as society. In the past few years the
insurance industry has experienced an immense and incredible transformation from
traditional channels and rigid patterns of business to a modern, lean and digitized financial
world full of innovations. The aformentioned changes imply the redefinition of new strategy at
all levels of business and especially the redefition of operational processes and practices
which can no longer be nearly at the same level as they used to be. The provisions of services,
claims, savings and investments activities, sales and distribution channels, as well as
relations with the regulators have completely new processes and procedures. The aim of this
paper is to investigate and research these changes, to research how and why these changes
occured, and what is the function of operational management in such new environment.
Trends in developed countries suggest and show that the core of the insurance industry today
is technology, which leads to a significant level of digitization and automation of all
processes. The aforementioned trends took on significant forms and patterns in developed
countries, but also in the Republic of Croatia. Digitization is already ubiquitous and
necessary and those who do not accept it will find it difficult to maintain market shares. In the
end, the goal is to research the degree of digization of operations and the consequent change
in operational practices and processes among all insurance companies in the Republic of
Croatia through empirical research and a survey questionnaire.

• Keywords: industrija osiguranja; digitalizacija; tehnologija; operativne prakse i procesi; operativna učinkovitost
• Keywords (english): insurance industry; digitization; technology; operational practices and processes; operational efficiency
• Language: croatian
• URN:NBN: urn:nbn:hr:148:777747
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2022-09-16 15:48:32