چکیده:
Insurance companies are among the service organizations, which maintain close relationships with their clients by providing insurance services. Clients are the most important resource for service companies. And profitability of insurance companies undoubtedly hinges on clear analysis of client satisfaction and improved productivity of service providers. An important factor of client satisfaction with insurance services in insurance companies is short policy issuance lead time. Insurance companies have rarely paid enough attention to this problem; therefore, this paper aims to provide a strategy for improving policy issuance lead time by simulating the existing system and observing simulation results. After a software model was developed, the discrete-event simulation (DES) results were analyzed. Then model validation tests were conducted. After a valid simulated model was developed, it was decided to design system improvement scenarios. According to the results, policy issuance lead time decreased by changing each of these parameters: the number of operators issuing insurance policies, client referral time to a specialist, specialized test response time, and insurance representative referral time to a policy issuance center. As a result, the service process improved, and productivity increased. This indicates the effectiveness of the DES technique and expansion of operations research methods in the service industry.
خلاصه ماشینی:
Service Process Modeling through Simulation and Scenario Development for Insurance Analysis Reza Shakerin 1 Abbas Toloie Eshlaghy 2 Insurance companies are among the service organizations, which maintain close relationships with their clients by providing insurance services.
Accordingly, this paper was authored to decrease and optimize the life insurance policy issuance lead time by employing the DES Journal of System Management (JSM) Reza 105 6(2), Summer 2020, pp.
In this paper, seven scenarios were proposed and implemented in the simulation system to decrease the waiting time, and the best results were produced by the hybrid scenario Journal of System Management (JSM) Reza 109 6(2), Summer 2020, pp.
− 1 ) ε Table 3 shows the times between two client entries into the insurance policy issuance department in minutes: Journal of System Management (JSM) Reza 116 6(2), Summer 2020, pp.
103-133 Shakerin SERVICE PROCESS MODELING THROUGH SIMULATION AND SCENARIO For this purpose, after the model performance was ensured, relevant data were collected for the number of issued insurance policies for 30 days according to the data existing in the system in order to validate the simulation model.
According to the results of implementing the second scenario, the number of issued insurance policies Journal of System Management (JSM) Reza 128 6(2), Summer 2020, pp.
Comparing the Number of Insurance Policies Issued in the Current Status and Different Scenarios Journal of System Management (JSM) Reza 129 6(2), Summer 2020, pp.
103-133 Shakerin SERVICE PROCESS MODELING THROUGH SIMULATION AND SCENARIO of collected information, it was validated through statistical methods.