Business process reengineering of hospital claims settlement process in a local life insurance company

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Business process reengineering of hospital claims settlement process in a local life insurance company

 

Author: Chan, Wai-man Mandy
Title: Business process reengineering of hospital claims settlement process in a local life insurance company
Degree: M.Sc.
Year: 2000
Subject: Insurance, Life -- China -- Hong Kong -- Case studies
Reengineering (Management) -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: x, 79, [10] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1568926
URI: http://theses.lib.polyu.edu.hk/handle/200/3720
Abstract: Business Process Reengineering is a concept firstly introduced by Michael Hammer and James Champy (1993). This concept emphasizes on the fundamental rethinking and radical redesign of business process to achieve dramatic improvement in the business performance. Despite of the economic recession in 1999, life insurance industry received a boost in 1999 with a 31% growth in the new business premium (South China Morning Post 09/02/2000). However, from the information of Hong Kong Federation of Insurers (HKFI), the performance of bank's subsidiary insurance companies had outstanding performance and contributed a significant part in the industry growth. Insurance companies not only face the competition among others but also the retail banks. In this dissertation, a local life insurance company notices the keen competitive business environment. It also observed the trend that competitors adopt information technology to improve their service level. In order to maintain the competitiveness, management of the local life insurance company sets up a business process reengineering team to review the internal operations and chose hospital claims settlement process as the pilot project. The project aims at shortening the hospital claims processing time. Being a staff in the Claims Department, the author participated in the project. This dissertation start from identifying the customers' expectation on the hospital claims processing time and find out the gap between the customers' expectation and the current company performance. After reviewing the current process, weaknesses of the existing process and strength of the proposed business process reengineered are studied. With the application of implementation models and theories for management, critical success factors for the business process reengineering implementation in the local life insurance companies are identified. This study provides management of the local life insurance company a systematic approach to study the business process reengineering so as to shorten the hospital claims settlement time. Besides, it also provides those who are interested in business process reengineering project a demonstration and guideline. Last but not the least, by examining a number of business process reengineering models, importance of human factor is identified and suggested for future research.

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