الگوی راهبردی ارزیابی بهبود عملکرد وضعیت جاری صنعت بیمه (مقاله علمی وزارت علوم)
درجه علمی: نشریه علمی (وزارت علوم)
آرشیو
چکیده
ارزیابی عملکرد اقدامی مهم جهت بهبود عملکرد سازمان ها است. تحلیل پوششی داده ها یکی از کاربردی ترین روش ها در ارزیابی عملکرد و رتبه بندی صنعت بیمه است. مدل های اولیه تحلیل پوششی داده ها با وجود داشتن مزایای متعدد، اشکالاتی دارد. بی توجه به فرایند های داخلی، لحاظ نکردن نظرات کارشناسی و رتبه بندی ناقص واحدهای سازمان از جمله معایب اصلی این روش ها است. مدل تلفیقی تحلیل پوششی داده های دو مرحله ای و روش بهترین- بدترین، فرآیند داخلی و نظر کارشناسان را در نظر می گیرد، اما این مدل همواره قادر نیست تا رتبه بندی واحدها را به طور کامل انجام دهد. این پژوهش با اضافه نمودن یک واحد مجازی ایده آل به مدل تلفیقی تحلیل پوششی داده های دو مرحله ای و روش بهترین- بدترین به طور همزمان سه اشکال مذکور را رفع نموده و به توسعه مدل پرداخته است. افزودن واحد مجازی ایده آل، به مدل دو مرحله ای تلفیقی تحلیل پوششی داده ها موجب می شود تا رتبه بندی واحدها به طور کامل انجام شود و نتایج بهتر و منطقی تری ارائه گردد. در مطالعه موردی 36 نمایندگی شرکت بیمه منتخب در استان یزد با استفاده از نرم افزار گمز ارزیابی و رتبه بندی شدند و راهکارهای مدیریتی همچون برگزاری دوره های آموزشی مورد نیاز و انجام رویکردهای تنبیهی و تشویقی جهت بهبود عملکرد هر یک از نمایندگی ها بیان گردید. با هدف اعتبارسنجی مدل توسعه یافته، رتبه بندی با روش وزن دهی افزایشی ساده نیز انجام شد و ضریب همبستگی 94% بین نتایج این دو مدل، اعتبار مدل توسعه یافته را نشان داد. این پژوهش به لحاظ بهبود مدل تحلیل پوششی داده ها، توسعه ای و به دلیل پیاده سازی در صنعت بیمه، کاربردی است.The strategic pattern for evaluating the performance improvement of the current situation of the insurance industry
IntroductionInsurance is a financial service designed to manage risks. Insurance always helps the country's growth by preventing uncertain losses and providing security for economic growth. In developed and civilized societies, the insurance industry is known as one of the main economic institutions and the most important support institution for other economic institutions, organizations, companies and families. In Iran's twenty-year vision document, development is mentioned as one of the most important goals, and the insurance industry, with its support, plays an important and key role in its realization. One of the most important measures that can be taken to identify complications and improve the performance of insurance companies; Continuous performance evaluation of different parts of this industry. Among the various departments of insurance companies, the insurance sales network is in close contact with the customer more than the other departments and generates income for the insurance company by selling insurance products and receiving the relevant premiums. The insurance sales network with its optimal performance can create a great competitive advantage for the insurance company. Among the different parts of the sales network, insurance agencies are of double importance due to their large number and geographical spread throughout the country. Therefore, it is very important to evaluate the performance and rating of insurance agencies in order to know the quality of their performance. Evaluating the performance of insurance agencies leads to continuous improvement of their performance. With the help of performance evaluation results, insurance agencies can increase their efficiency and find better performance, and as a result, their sales increase and customer satisfaction increases.Methodology One of the most useful methods in evaluating the performance and rating of the insurance industry is the DEA method. The basic models of DEA, despite having many advantages, also have disadvantages. The main defects of these methods are not paying attention to internal processes, not taking into account expert opinions and not fully ranking the units. The integrated model of two-stage DEA and BWM considers the internal process and experts' opinion in the ranking process, but this model is not always able to completely rank the units. By adding an ideal virtual unit to the integrated model of two-stage DEA and BWM, this research has simultaneously fixed the three aforementioned problems and developed the model. Adding the ideal virtual unit to the integrated model makes the ranking of the units complete and provides better results.Results and Discussion In a case study, 36 representatives of selected insurance companies in Yazd province were evaluated and ranked using the developed model. Agencies No. 37, 21, and 28 had the best performance and ranked first to third, respectively, and agencies 10, 11, and 13 were the most ineffective agencies and ranked 34 to 36, respectively. In order to validate the model with the SAW method, the ranking of agencies was also done. The results of the correlation coefficient of the ranking of SAW model with other models presented in this research showed that the ranking results with the integrated two-stage model with the virtual ideal unit have a higher correlation with the SAW model than the other models of this research. The value of this correlation is 94%. In the end, based on the efficiency rating of the first and second stages, management strategies to improve the performance of each of the insurance company's agencies were stated. These management solutions include the implementation of punitive and incentive approaches, obtaining agency points, limiting agency activity, rewarding top agencies, giving points to top agencies, holding a training course on methods of attracting low-risk customers, and holding a training course on controlling and reducing the agency's current costs.Conclusion One of the most important performance evaluation methods is efficiency calculation. Despite having many advantages, this method has disadvantages. By combining the bwm model with the two-stage data envelopment analysis model and also using a virtual ideal unit, 3 basic problems of the data envelopment analysis model have been solved. In the research case study, the developed model was implemented in the insurance industry and 36 insurance agencies were evaluated and ranked. Then, the efficiency rating of the first and second stages of the agencies was divided into four categories: efficient, relatively efficient, ineffective and relatively ineffective, and suitable management solutions were proposed according to the efficiency category of the first and second stages of each agency.
تبلیغات
