Business process redesign and the UK insurance industry

摘要

The needs of the UK insurance industry to resist competition from other financial institutions and from European firms has led to an increasing interest in means for improving the efficiency and effectiveness of their operations. This paper reports on a survey of the extent to which companies are involved in business process redesign (BRP) as a means to deliver better customer service through dealing more rapidly with insurance policy applications and subsequent policy changes or problems. Eighty-eight per cent of the companies surveyed believed that BPR was needed and 45 per cent had already started planning to implement BPR, with the processing of new business as the main target area.