壽險公司運用IT科技進行流程再造改善客戶服務流程之研究

• Main Author: 李進發
• Other Authors: 蔡政憲
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/52555632767212976570

碩士 === 國立政治大學 === 經營管理碩士學程 === 94 === Abstract The life insurance industry has been through two times of financial revolutions and move towards liberalization and internationalization. Besides, changes in regulation brings in financial integration and financial institutions now face challenges from financial holding companies, mergers and acquisitions, and product innovation, cross selling, and so on. In the matter described, the life insurance industry urgently uses the IT technology to exercise business process reengineering（BPR）to create the new niche. This paper, in a case-study view, discusses how the life insurance company can use BPR to promote customer service and reduce the company cost under the intensive financial competition environment. It will also help the life insurance industry understand the effects of BPR, discusses the strategy of BPR. The paper will describes how a life insurance company in Taiwan implement BPR including the difficulties met in the beginning, the new functions, and the benefits after implementing BPR. The studied company applies BPR to the life insurance administration function and the customer service function. The BPR is based on the standard authentication of these two functions and then mainly makes the IT technology to set up the Internet work platform. It works in B2B and B2C of the traveling insurance, B2B of counter checking in the airport, the group insurance , the students’ group insurance, and the bank’s ATM. In this way, it enhances the productivity, saves the administrative cost, and achieves the customer relations management （CRM）goal. How do we know whether BPR work or not? We have to do cost-benefit analysis. The evaluation must establish the strategy achievements appraisal system which includes the finance (quantitative) index and the non- finance (qualitative) index. There are four aspects to measure: finance, customer, process, and innovation. The studied company’s success lies in the enterprise culture and manager’s support. BPR, which is implemented with IT technology to create core competition, also is the blue ocean of the enterprise. The innovation in the financial services industry is how to let the consumer (customer) obtain the greatest value. Employing IT technology to implement BPR is the way to go.