BUSINESS PROCESS CHANGE USING ARIS: THE CASE STUDY OF A CROATIAN INSURANCE COMPANY

Growth in Business Process Change (BPC) consulting services has led to a proliferation of business process modelling tools for conducting BPC projects. This paper explores the relationship between information technology and BPC and provides a summary of business process modelling tools features, placing them within an empirically derived framework. Furthermore, it examines the case study of a Croatian insurance company, analysing and discussing its practical experience in using the ARIS business process modelling tool

ANALYSIS OF BUSINESS PROCESS PERFORMANCE - ACHIEVING BUSINESS EXCELLENCE: CASE STUDY OF A CROATIAN INSURANCE COMPANY

U radu je prikazana analiza performansi poslovnih procesa s naglaskom na kontroling (mjerenje i vrednovanje) poslovnih procesa zbog smanjenja troškova poslovanja, ubrzanja procesa te kontinuiranog povećanja kvalitete usluge i ukupnog zadovoljstva kupca. Na primjeru osiguravajućeg društva opisana je provedba projekta modeliranja, analize i optimizacije poslovnih procesa korištenjem programskog alata ARIS. Detaljno su prikazani koraci analize poslovnih procesa i aktivnosti organizacijske jedinice, analize trajanja i troška procesa, te analize iskorištenosti ljudskih potencijala, kao i rezultati njihove primjene. Korištenjem ovih metoda analiziraju se troškovi i vrijeme realizacije procesa, uska grla i zauzetost zaposlenika, a rezultati analize koriste se kao polazišna točka za definiranje mjera za poboljšanje performansi procesa i postizanje poslovne izvrsnosti.The article contains an analysis of the performance of business processes with or basis on controlling (measurement and evaluation) of business processes in order to cost reduction, process acceleration, continued improvement of quality and overall customer satisfaction. It describes the implementation of project modeling, analysis and optimization by using ARIS on the example of an insurance company. \u27The paper contains detailed descriptions of the steps in an analysis of business processes and organizational unit activities, an analysis of the process duration and costs, an analysis of human resource utilization, as well as results of their implementation. By using these methods, the paper analyzes the costs and duration of process completion, as well as bottleneck and employee engagement, while the results, analysis are used as a starting point for defining measures for improving process performance and achieving business excellence

ANALYSIS OF BUSINESS PROCESS PERFORMANCE - ACHIEVING BUSINESS EXCELLENCE: CASE STUDY OF A CROATIAN INSURANCE COMPANY

U radu je prikazana analiza performansi poslovnih procesa s naglaskom na kontroling (mjerenje i vrednovanje) poslovnih procesa zbog smanjenja troškova poslovanja, ubrzanja procesa te kontinuiranog povećanja kvalitete usluge i ukupnog zadovoljstva kupca. Na primjeru osiguravajućeg društva opisana je provedba projekta modeliranja, analize i optimizacije poslovnih procesa korištenjem programskog alata ARIS. Detaljno su prikazani koraci analize poslovnih procesa i aktivnosti organizacijske jedinice, analize trajanja i troška procesa, te analize iskorištenosti ljudskih potencijala, kao i rezultati njihove primjene. Korištenjem ovih metoda analiziraju se troškovi i vrijeme realizacije procesa, uska grla i zauzetost zaposlenika, a rezultati analize koriste se kao polazišna točka za definiranje mjera za poboljšanje performansi procesa i postizanje poslovne izvrsnosti.The article contains an analysis of the performance of business processes with or basis on controlling (measurement and evaluation) of business processes in order to cost reduction, process acceleration, continued improvement of quality and overall customer satisfaction. It describes the implementation of project modeling, analysis and optimization by using ARIS on the example of an insurance company. \u27The paper contains detailed descriptions of the steps in an analysis of business processes and organizational unit activities, an analysis of the process duration and costs, an analysis of human resource utilization, as well as results of their implementation. By using these methods, the paper analyzes the costs and duration of process completion, as well as bottleneck and employee engagement, while the results, analysis are used as a starting point for defining measures for improving process performance and achieving business excellence