Information Technology for Business Process Management in Insurance Companies
Information technology plays an irreplaceable role in
introducing and improving business process orientation in a
company. It enables implementation of the theoretical concept,
measurement of results achieved and undertaking corrective
measures aimed at improvements. Information technology is a key
concept in the development and implementation of the business
process management systems as it establishes a connection to
business operations. Both in the literature and practice, insurance
companies are often seen as highly process oriented due to the nature
of their business and focus on customers. They are also considered
leaders in using information technology for business process
management. The research conducted aimed to investigate whether
the perceived leadership status of insurance companies is well
deserved, i.e. to establish the level of process orientation and explore
the practice of information technology use in insurance companies in
the region. The main instrument for primary data collection within
this research was an electronic survey questionnaire sent to the
management of insurance companies in the Republic of Croatia,
Bosnia and Herzegovina, Slovenia, Serbia and Macedonia. The
conducted research has shown that insurance companies have a
satisfactory level of process orientation, but that there is also a huge
potential for improvement, especially in the segment of information
technology and its connection to business processes.
[1] Ivandić Vidović, D., Bosilj Vukšić, V., Kereta, J. (2009), Analiza
performansi poslovnih procesa za postizanje poslovne izvrsnosti: studija
slučaja Hrvatskog osiguravajućeg društva (Analysis of Business Process
Performance for Achieving Business Excellence: Case Study of a
Croatian Insurance Company), Poslovna izvrsnost Zagreb, 1, 113-130.
[2] Benko, J. (2012), Uloga informacijske tehnologije u upravljanju
poslovnim procesima u osiguravajućim društvima (The Role of
Information Technology in Business Process Management in Insurance
Companies), Magistarski rad (Master’s thesis), Ekonomski fakultet,
Zagreb.
[3] Bosilj Vukšić V., Hernaus T., Kovačič A. (2008), Upravljanje
poslovnim procesima – organizacijski i informacijski pristup (Business
Process Management – Organizational and Information Approach),
Zagreb: Školska knjiga.
[4] Ivandić Vidović, D. (2012), Razvoj metodologijskog okvira za
upravljanje poslovnom uspješnošću (Development of a Methodological
Framework for Business Performance Management), Doktorski rad
(Doctoral thesis), Ekonomski fakultet, Split.
[5] Davenport, T. H. (1993), Process Innovation: Reengineering Work
through Information Technology, Boston: Harvard Business School
Press.
[6] Harrington, H.J. (1996), Business Process Improvement: the
breakthrough strategy for total quality, productivity and competitiveness,
New York: McGraw-Hill.
[7] Khan R. (2003.), Business Process Management: a practical guide,
Tampa: Meghan-Kiffer Press.
[8] Reijers, H. (2003), Design and control of workflow processes: Business
Process Management for service industry, Berlin: Springer.
[9] DeToro, I., McCabe, T. (1997), How to stay flexible and elude fads,
Quality Progress, 30(3), 55-60.
[10] Milanović Glavan, Lj. (2014), Konceptualni model sustava za mjerenje
procesne uspješnosti poduzeća (Conceptual Model of Process
Performance Measurement System), Doktorski rad (Doctoral thesis),
Ekonomski fakultet, Zagreb.
[11] McCormack, K., Johnson, W. C. (2001), Business Process Orientation:
Gaining the E-Business Competitive Advantage, New York: St. Lucie
Press.
[12] Bosilj Vukšić V., Milanović Lj, Škrinjar R., Indihar Štemberger M.
(2008), Organizational Performance Measures for Business Process
Management: a Performance Measurement Guideline, IEEE computer
society, ISBN 978-0-7695-3114-4.
[13] Kueng, P., Hagen, C. (2007), The fruits of Business Process
Management: an experience report from a Swiss bank, Business Process
Management Journal, 13(4), 477-487.
[14] Smith, H., Fingar, P. (2003), Business Process Management: The Third
Wave, Tampa, Meghan-Kiffer Press
[15] Lončar, A. (2008), Alati za upravljanje poslovnim procesima, (Business
Process Management Tools) Zagreb: Infotrend, 158(2).
[16] Gartner (2010), Magic Quadrant for Business Process Management
Suites, 2010-G00205212, available at: https://wwwimages2.adobe.com/
content/dam/Adobe/en/enterprise/pdfs/magic-quadrant-for-businessprocess-
management-suites.pdf (4th July, 2012).
[17] Gartner (2011), Magic Quadrant for Business Process Analysis Tools,
Analyst(s): David Norton, 2011 - G00219247, available at:
http://public.dhe.ibm.com/software/au/rational/eam/article4.pdf (8th
July, 2012).
[18] Harmon, P. (2007), Evaluating an Organization's Business Process
Maturity, Business Process Trends, March 2004, 2(3), 1-11.
[19] Gartner (2011), Magic Quadrant for Corporate Performance
Management Suites, Analyst(s): Iervolino, C., 2013- G00238924,
available at: http://anibalg.files.wordpress.com/2013/02/magic-quadrantfor-
corporate-performance-management-suites-2013.pdf (18th January,
2014).
[20] Parkes, A. (2002), Critical success factors in workflow implementation,
Proceedings of the 6th Pacific Asia Conference on Information Systems,
Jasmin, Tokyo, 368-380.
[21] Willaert, P., Willems, J. (2006), Process Performance Measurement:
Identifying KPI's that link process performance to company strategy,
International Resources Management Association Conference 2006,
Washington, May 21-24.
[22] Capgemini (2012), Global business process management report,
available at: http://www.slideshare.net/pexnetwork/global-businessprocess-
management-report (4th January 2014).
[23] Milanović Glavan, Lj. (2010), Upravljanje poslovnim procesima i
znanjem primjenom informacijske tehnologije u hrvatskim poduzećima,
(Managing Business Processes and Knowledge Using Information
Technology in Croatian Companies) Poslijediplomski specijalistički rad
(Postgraduate Specialist Thesis), Ekonomski fakultet, Zagreb.
[1] Ivandić Vidović, D., Bosilj Vukšić, V., Kereta, J. (2009), Analiza
performansi poslovnih procesa za postizanje poslovne izvrsnosti: studija
slučaja Hrvatskog osiguravajućeg društva (Analysis of Business Process
Performance for Achieving Business Excellence: Case Study of a
Croatian Insurance Company), Poslovna izvrsnost Zagreb, 1, 113-130.
[2] Benko, J. (2012), Uloga informacijske tehnologije u upravljanju
poslovnim procesima u osiguravajućim društvima (The Role of
Information Technology in Business Process Management in Insurance
Companies), Magistarski rad (Master’s thesis), Ekonomski fakultet,
Zagreb.
[3] Bosilj Vukšić V., Hernaus T., Kovačič A. (2008), Upravljanje
poslovnim procesima – organizacijski i informacijski pristup (Business
Process Management – Organizational and Information Approach),
Zagreb: Školska knjiga.
[4] Ivandić Vidović, D. (2012), Razvoj metodologijskog okvira za
upravljanje poslovnom uspješnošću (Development of a Methodological
Framework for Business Performance Management), Doktorski rad
(Doctoral thesis), Ekonomski fakultet, Split.
[5] Davenport, T. H. (1993), Process Innovation: Reengineering Work
through Information Technology, Boston: Harvard Business School
Press.
[6] Harrington, H.J. (1996), Business Process Improvement: the
breakthrough strategy for total quality, productivity and competitiveness,
New York: McGraw-Hill.
[7] Khan R. (2003.), Business Process Management: a practical guide,
Tampa: Meghan-Kiffer Press.
[8] Reijers, H. (2003), Design and control of workflow processes: Business
Process Management for service industry, Berlin: Springer.
[9] DeToro, I., McCabe, T. (1997), How to stay flexible and elude fads,
Quality Progress, 30(3), 55-60.
[10] Milanović Glavan, Lj. (2014), Konceptualni model sustava za mjerenje
procesne uspješnosti poduzeća (Conceptual Model of Process
Performance Measurement System), Doktorski rad (Doctoral thesis),
Ekonomski fakultet, Zagreb.
[11] McCormack, K., Johnson, W. C. (2001), Business Process Orientation:
Gaining the E-Business Competitive Advantage, New York: St. Lucie
Press.
[12] Bosilj Vukšić V., Milanović Lj, Škrinjar R., Indihar Štemberger M.
(2008), Organizational Performance Measures for Business Process
Management: a Performance Measurement Guideline, IEEE computer
society, ISBN 978-0-7695-3114-4.
[13] Kueng, P., Hagen, C. (2007), The fruits of Business Process
Management: an experience report from a Swiss bank, Business Process
Management Journal, 13(4), 477-487.
[14] Smith, H., Fingar, P. (2003), Business Process Management: The Third
Wave, Tampa, Meghan-Kiffer Press
[15] Lončar, A. (2008), Alati za upravljanje poslovnim procesima, (Business
Process Management Tools) Zagreb: Infotrend, 158(2).
[16] Gartner (2010), Magic Quadrant for Business Process Management
Suites, 2010-G00205212, available at: https://wwwimages2.adobe.com/
content/dam/Adobe/en/enterprise/pdfs/magic-quadrant-for-businessprocess-
management-suites.pdf (4th July, 2012).
[17] Gartner (2011), Magic Quadrant for Business Process Analysis Tools,
Analyst(s): David Norton, 2011 - G00219247, available at:
http://public.dhe.ibm.com/software/au/rational/eam/article4.pdf (8th
July, 2012).
[18] Harmon, P. (2007), Evaluating an Organization's Business Process
Maturity, Business Process Trends, March 2004, 2(3), 1-11.
[19] Gartner (2011), Magic Quadrant for Corporate Performance
Management Suites, Analyst(s): Iervolino, C., 2013- G00238924,
available at: http://anibalg.files.wordpress.com/2013/02/magic-quadrantfor-
corporate-performance-management-suites-2013.pdf (18th January,
2014).
[20] Parkes, A. (2002), Critical success factors in workflow implementation,
Proceedings of the 6th Pacific Asia Conference on Information Systems,
Jasmin, Tokyo, 368-380.
[21] Willaert, P., Willems, J. (2006), Process Performance Measurement:
Identifying KPI's that link process performance to company strategy,
International Resources Management Association Conference 2006,
Washington, May 21-24.
[22] Capgemini (2012), Global business process management report,
available at: http://www.slideshare.net/pexnetwork/global-businessprocess-
management-report (4th January 2014).
[23] Milanović Glavan, Lj. (2010), Upravljanje poslovnim procesima i
znanjem primjenom informacijske tehnologije u hrvatskim poduzećima,
(Managing Business Processes and Knowledge Using Information
Technology in Croatian Companies) Poslijediplomski specijalistički rad
(Postgraduate Specialist Thesis), Ekonomski fakultet, Zagreb.
@article{"International Journal of Business, Human and Social Sciences:70809", author = "Vesna Bosilj Vukšić and Darija Ivandić Vidović and Ljubica Milanović Glavan", title = "Information Technology for Business Process Management in Insurance Companies", abstract = "Information technology plays an irreplaceable role in
introducing and improving business process orientation in a
company. It enables implementation of the theoretical concept,
measurement of results achieved and undertaking corrective
measures aimed at improvements. Information technology is a key
concept in the development and implementation of the business
process management systems as it establishes a connection to
business operations. Both in the literature and practice, insurance
companies are often seen as highly process oriented due to the nature
of their business and focus on customers. They are also considered
leaders in using information technology for business process
management. The research conducted aimed to investigate whether
the perceived leadership status of insurance companies is well
deserved, i.e. to establish the level of process orientation and explore
the practice of information technology use in insurance companies in
the region. The main instrument for primary data collection within
this research was an electronic survey questionnaire sent to the
management of insurance companies in the Republic of Croatia,
Bosnia and Herzegovina, Slovenia, Serbia and Macedonia. The
conducted research has shown that insurance companies have a
satisfactory level of process orientation, but that there is also a huge
potential for improvement, especially in the segment of information
technology and its connection to business processes.", keywords = "Business processes management, process
orientation, information technology, insurance companies.", volume = "9", number = "9", pages = "3086-9", }
