No description available.

The study aimed to investigate and critically analyze claims management, an ethical issue in insurance companies in Nigeria, to find out if these insurance companies recognize it to be an ethical issue and also to find out how they handle insured’s claims. A qualitative research method was used in carrying out this study; data was sourced through interviews and by secondary data using literatures from books, journals, articles, and electronic websites. The researchers used purposive sampling to select some top insurance companies in Nigeria; in these insurance companies basically personnel working in the claims department were interviewed, also sales agents from two of these insurance companies were interviewed. Data was sourced from two insurance broking firms in Nigeria by interviewing their top personnel, and also some of the insuring public with and without insurance policies was interviewed. The analytical strategy adopted in this research work was to rely on theoretical propositions. This study made use of Jones (1991) moral intensity model. Based on the analysis of data collected during the interview, the study revealed that insurance personnel in claims administration who take decision on insured’ claims in Nigeria recognize that there is a moral dilemma in their act and they discharge this responsibility professionally and ethically sticking to the rules of the business. Also the characteristics that constitute moral intensity model; proximity, social context, probability of effect, concentration of effect and magnitude of consequence offered by Jones (1991) influence the moral decision making process and moral behavior of claims personnel in Nigeria insurance companies. But due to some challenges faced by these personnel in discharging their duty and some lapses from their side and the insured’s there have always been complaint on claims. However they acknowledge that no one is perfect therefore they are open to getting feedbacks from their clients on the way they feel about their claims which they look into and make necessary amendments where needed. This study concluded with proposition for future researchers to look into how the challenges encountered by personnel managing insured’s’ claims in insurance companies in Nigeria can be dealt with and to find out how insurance companies in Nigeria can gain the awareness of the insuring public and make them understand the terms and conditions of insurance service. / kemi987@yahoo.co.uk, +46760825772

The study aimed to investigate and critically analyze claims management, an ethical issue in insurance companies in Nigeria, to find out if these insurance companies recognize it to be an ethical issue and also to find out how they handle insured’s claims. A qualitative research method was used in carrying out this study; data was sourced through interviews and by secondary data using literatures from books, journals, articles, and electronic websites. The researchers used purposive sampling to select some top insurance companies in Nigeria; in these insurance companies basically personnel working in the claims department were interviewed, also sales agents from two of these insurance companies were interviewed. Data was sourced from two insurance broking firms in Nigeria by interviewing their top personnel, and also some of the insuring public with and without insurance policies was interviewed. The analytical strategy adopted in this research work was to rely on theoretical propositions. This study made use of Jones (1991) moral intensity model. Based on the analysis of data collected during the interview, the study revealed that insurance personnel in claims administration who take decision on insured’ claims in Nigeria recognize that there is a moral dilemma in their act and they discharge this responsibility professionally and ethically sticking to the rules of the business. Also the characteristics that constitute moral intensity model; proximity, social context, probability of effect, concentration of effect and magnitude of consequence offered by Jones (1991) influence the moral decision making process and moral behavior of claims personnel in Nigeria insurance companies. But due to some challenges faced by these personnel in discharging their duty and some lapses from their side and the insured’s there have always been complaint on claims. However they acknowledge that no one is perfect therefore they are open to getting feedbacks from their clients on the way they feel about their claims which they look into and make necessary amendments where needed. This study concluded with proposition for future researchers to look into how the challenges encountered by personnel managing insured’s’ claims in insurance companies in Nigeria can be dealt with and to find out how insurance companies in Nigeria can gain the awareness of the insuring public and make them understand the terms and conditions of insurance service.

Det är vanligt förekommande att företag outsourcar logistiska aktiviteter genom samarbete med TPL-företag. Studien är baserad på företaget OBH Nordica som outsourcar lager- och transportlösningar till företaget Aditro Logistics. För att den interorganisatoriska relationen mellan leverantör och TPL-företag ska fungera på ett effektivt sätt är det viktigt att ha välfungerande koordineringsmekanismer mellan företagen. Den här studien fokuserar på claimshanteringen och hur den fungerar inom och mellan företagen. Studiens syfte är att undersöka hur olika koordineringsmekanismer kan användas för att ta fram ett beslutsstödsunderlag för claimshanteringen mellan en leverantör och ett TPL-företag. Fokus ligger på att ta fram förbättringsförslag och skapa tydliga riktlinjer över hur arbetet bör gå tillväga innan ett beslut kring claimshanteringen tas. Resulterat bygger på den studerande relationen runt claimshantering mellan företagen och visar vikten av att ha en välfungerande koordinering. Studien har identifierat följande koordineringsmekanismer; kommunikations- och informationsflöde, relationer, kontrakt och betalningsmekanismer samt standardisering. Det har identifierats brister gällande relationen och kommunikationen mellan företagen på operativ nivå. Överflödig information i formuläret där claims registreras anses även det som ett problem eftersom det leder till misskommunikation och onödig mailkontakt med negativ ton. Ytterligare problem handlar om att OBH Nordica godkänner betydligt fler claims än Aditro Logistics och att Aditro inte använder sig av standardiserade svar. / <p>Examensarbetet är utfört vid Institutionen för teknik och naturvetenskap (ITN) vid Tekniska fakulteten, Linköpings universitet</p>

Thesis (MBA (Business Management))--University of Stellenbosch, 2007. / ENGLISH ABSTRACT: Since its inception in 1998 as a wholly owned captive insurer, Sasguard has successfully supplied the short-term insurance needs of its parent company, Pioneer Foods Pty Ltd. Although the financial results of Sasguard increased steadily over this entire period, the insurer has never investigated the quality of its service regarding the perceptions of its internal support staff, who represent Sasguard to its client Pioneer. The objective of this research report was to critically analyse the insurer’s current risk underwriting and claims management procedures to determine if the current situation was acceptable and if not, to present proposals to reduce costs and to supply Sasguard’s internal clients (members of the parent company) with a better service. The tasks that were completed for this report were: • a literature study on aspects of risk management directly applicable to Sasguard; • critical analysis of the current risk underwriting and claims management procedures; • identification of shortcomings in the current structure; • collection of responses from internal support staff members by an electronic questionnaire; • critical analysis of those responses; and • proposals which Sasguard can implement to address identified shortcomings. The questionnaire was posted on Pioneer’s intranet site, and the entire population of 30 members was notified by email to complete and submit it within a specified period. Twenty-eight staff members did, with two on leave, for a 93% response rate. The responses were analysed in detail to form the basis of the empirical investigation. They were compared to the writer’s own observations, and together were used to develop conclusions and recommendations which Sasguard can implement in future to reduce both risk and costs associated with claims submitted by its internal clients. The main findings follow. Not enough representatives are at management level. Most (89%) want to increase their background knowledge of insurance, mainly through Sasguard. They want a paperless system to view claims. They were divided on whether to establish a workshop to recover parts of disused vehicles; more study is needed. They want to simplify the process of getting quotes and thus facilitating claims. They want better two-way communication. They favoured using the claims history of a branch, along with other forms of reward, to motivate supervisors and drivers, and others, to reduce the accident rate. The issue of whether out-sourced drivers have increased accident claims needs more study. Indeed, the legal employment status of out-sourced drivers needs to be addressed. Most of the internal client representatives were satisfied with the speed of claims settlement, but nearly a third were not entirely satisfied, which the researcher interprets as a cause for concern. Furthermore, one fourth would consider moving to a traditional insurer; this perception also is worrying and can be addressed, possibly through better understanding of the captive insurer and its practices. Proposals followed from the findings, hopefully to be implemented in due course. While results cannot be generalised, they can be provide insight to other captive insurers, especially those in a manufacturing environment similar to that at Pioneer Foods. / AFRIKAANSE OPSOMMING: Vanaf die totstandkoming van Sasguard as ‘n alleenbeheerde gevange versekeraar in 1998, was die maatskappy deurgaans instaat om in sy moeder maatskappy se korttermyn verskeringsbehoeftes te voorsien. Alhoewel Sasguard se finansiële resultate vir die totale periode voortdurend gegroei het, het die versekeraar dit nooit voorheen nodig geag om ‘n ondersoek te loods om te bepaal of dit werklik in sy interne kliënte se verskeringsbehoeftes voorsien het aldan nie. Die oogmerk van hierdie navorsingsverslag was om ‘n kritiese analise op die versekeraar se huidige onderskrywings en eise besturingsmetodes toe te pas om daaruit te bepaal of die huidige metodes wel voldoende is aldan nie. Indien daar bevind sou word dat die huidige metodes nie voldoende is nie, voorstelle te ontwikkel om die koste van eise te verminder en ‘n beter diens aan sy interne kliënte te kan lewer. Die voortvloeinde take van die werkstuk is: • ‘n Literatuurstudie op daardie aspekte van risikobestuur wat ‘n direkte invloed op Sasguard se besigheidsomgewing het; • Kritiese analise van die huidige metodes om risko te onderskryf en eise te bestuur; • Om tekortkominge in die huidige struktuur te identifiseer; • Verkryging van die versekeraar se interne ondersteuningspersoneel se opinies deur ‘n elektroniese vraelys; • ‘n Kritiese analise van die respondente se antwoorde; en • Voorstelle wat Sasguard kan gebruik om die geidentifiseerde tekortkominge suksesvol aan te spreek. Die vraelys was op die maatskappy se intranet netwerk geplaas en e-posse is gebruik om elke individuele respondent in kennis te stel om die vraelys te voltooi binne ‘n bepaalde tydperk. ‘n Totaal van 28 uit die 30 populasie het die vraelys voltooi, vir ‘n totale reaksie van 93 persent. Die antwoorde vanaf respondente is getabuleer en het gedien as basis van die empiriese studie. Deur die getabuleerde data met die skrywer se eie observasies te vergelyk kon voorstelle ontwerp word wat die versekeraar in die toekoms kan gebruik om aan die een kant sy blootstelling aan risiko te verminder en aan die ander kant sy eisekoste te verlaag. Die hoofbevindinge van die studie volg hiernaas. ‘n Grooter aantal interne kliënt verteenwoordigers moet op bestuursvlak dien by die interne kliënt. Die meeste van hierdie verteenwoordigers het ‘n behoefte daaraan om hulle verskeringskennis uit te brei, hulle verkies ‘n papierlose sisteem waarop vordering van hulle ingediende eise vertoon word, hulle het ‘n behoefte aan ‘n meer eenvoudige proses om kwotasies te verkry en hulle benodig verbeterde tweerigting kommunikasie. Hulle is optimisties dat aksies waardeur goeie drywers erkenning ontvang ‘n positiewe invloed kan hê op hierdie drywers, asook ander individue, wat daardeur ook toekomstige eise sal verlaag. Die terugvoer was dubbelsinnig rakende die oprigting van ‘n sentrale onderdele verskaffer, die ongeluksratio van uitgekontrakteerde drywers, sowel as die wetlike aspekte rondom die status van hierdie drywers. Areas van kommer is die ontevredenheid van sommige interne verteenwoordigers ten opsigte van die spoed van eise afhandeling, asook die siening dat tradisionele versekering moontlik meer waarde kan bied as gevange versekering. Alhoewel die resultate van hierdie navorsingsprojek nie veralgemeen kan word nie, voorsien dit wel insig aan ander gevange versekeraars, veral vir organisasies wat in dieselfde vervaardigings-sektor as Pioneer Foods sake doen.

El Perú cuenta con un sistema de atención sanitaria descentralizado, administrado por cinco entidades: el Ministerio de Salud (MINSA), que ofrece servicios de salud para el 60% de la población; EsSalud con 30% de la población; FFAA, PNP, el sector privado al 10% restante. Considerando la información se desarrolla una propuesta de solución web con soporte en microservicios para optimizar los tiempos de atención de salud del hospital. En el capítulo 1, describe el proyecto y objeto en estudio, el planteamiento del problema y objetivos, asimismo, los indicadores de éxito del proyecto. El capítulo 2, se incorporan los 7 student outcomes donde se evidencia la aplicación por parte de los integrantes. El capítulo 3, describe el marco teórico para el desarrollo, planeamiento estratégico, arquitectura empresarial, marco de trabajo de Zachman, TOGAF, arquitectura de software y la Guía de los Fundamentos para la Dirección de Proyectos (Guía PMBOK®) El capítulo 4, describe el análisis de negocio bajo el marco de trabajo de Zachman, además, de realizar la ingeniería de procesos tomando el 2do nivel de Zachman. El capítulo 5, resultado del proyecto de acuerdo con el análisis de requerimientos, el modelado y diseño de la arquitectura de software usando la técnica de notación C4 basado en descomposición estructural del sistema y del prototipo. El capítulo 6, enfocamos la gestión y el ciclo de vida del proyecto. Finalmente, el capítulo 7, se realiza las conclusiones para el desarrollo del proyecto. / Peru has a decentralized health care system administered by five entities: the Ministry of Health (MINSA), which offers health services for 60% of the population; ESSALUD with 30% of the population; Armed Forces, the Police Department, and the private sector representing the remaining 10%. Regarding this information, it is necessary to develop a proposal for a web solution with support in microservices in order to optimize assistance times in external consulting services in the organization. Chapter 1 describes the project and object under study, the problem statement and objectives as well as the project's success indicators. Chapter 2 incorporates the 7 student outcomes where the application done by the members is evidenced. Chapter 3 describes the theoretical framework for development, strategic planning, enterprise architecture, Zachman framework, TOGAF, software architecture and the Guide to the Fundamentals for Project Management (PMBOK® Guide) Chapter 4 describes the business analysis under the Zachman framework, in addition to performing the process engineering taking Zachman's 2nd level. Chapter 5, result of the project according to the requirements analysis, modeling and design of the software architecture using the C4 notation technique based on the structural decomposition of the system and the prototype. Chapter 6 describes Project Management where the PMBOK® good practice guide is used. Finally, chapter 7, the conclusions of the project are shown. / Tesis

Im ersten Abschnitt der Arbeit werden, neben dem grundlegenden Ablauf, die unterschiedlichen Factoring-Formen und Funktionen erläutert. Es erfolgt eine Abgrenzung zu anderen kurzfristigen Finanzierungsformen. Für diese Arbeit wurden Geschäftszahlen der Jahre 2008 bis 2018 von 106 Factoring-Unternehmen über die elektronische Ausgabe des Bundesanzeigers erhoben. In dem darauffolgenden Abschnitt erfolgt die Arbeit mit den empirischen Daten. Die Daten werden diskutiert, aufbereitet und anschließend ausgewertet. Es werden Entwicklungen am Arbeitsmarkt und der Gesamtwirtschaft beobachtet und im letzten Abschnitt der Arbeit die aktuellen Entwicklungen der Fintechs betrachtet. Dabei wird der Begriff „Fintech“ zunächst definiert und die Unterschiede zu klassischen Geschäftsmodellen kritisch analysiert. Abschließend erfolgt eine Zusammenfassung der Ergebnisse.:1 Einleitung 2 Definition und Abgrenzung des Factorings 2.1 Definition und Formen des Factorings 2.2 Bedeutung und Funktionen des Factorings 2.3 Alternative kurzfristige Finanzierungen und deren Kosten 3. Entwicklung des Factoring-Marktes in Deutschland 3.1 Erhebung und Herkunft der Daten 3.1.1 Statistische Beurteilung – Qualität der Daten 3.1.2 Regression – Schätzen fehlender Werte 3.1.3 Interpretation der Daten 3.2 Einteilung der Unternehmen 3.2.1 Nach Unternehmensgröße laut HGB 3.2.2 Nach Rechtsform 3.2.3 Nach Standort 3.2.4 Nach Gründungsdatum 3.2.5 Nach Wirtschaftsbranche der Factoring-Kunden 3.3 Positionen der Gewinn- und Verlustrechnung 3.3.1 Zinserträge / Provisionserträge 3.3.2 Zinsaufwendungen / Provisionsaufwendungen 3.3.3 Allgemeine Verwaltungsaufwendungen 3.3.4 Wertberichtigungen auf Forderungen 3.3.5 Sonstige Gewinn- und Verlustrechnungspositionen 3.3.6 Ergebnis aus normaler Geschäftstätigkeit 3.4 Positionen der Bilanz 3.4.1 Forderungen und Verbindlichkeiten 3.4.2 Sonstige aktive Bilanzposten 3.4.3 Eigenkapital 3.4.4 Sonstige passive Bilanzpositionen 3.5 Arbeitsmarkt / Anzahl der Mitarbeiter 3.6 Entwicklung der Factoring-Quoten, Kundenzahlen 3.7 Historische Entwicklung und regulatorische Einflüsse 4 Entwicklungen in der Fintech-Branche 4.1 Definition von Fintechs 4.2 Dienstleistungsunterschiede zu klassischen Factoring-Anbietern 4.3 Börse für Factoring 4.4 Kritische Auseinandersetzung 5 Zukünftige Entwicklung 6 Fazit / This bachelor thesis evaluates the development of the german factoring market between the years 2008 and 2018. For the evaluation key figures of annual financial statements, employment market and the factoring branch in general are compared between 164 factoring companies.The thesis also discusses the latest innovation of fintechs and draws a comparison to traditional factoring companies. In conclusion, the results clearly show a growth of the industry within the evaluation period.:1 Einleitung 2 Definition und Abgrenzung des Factorings 2.1 Definition und Formen des Factorings 2.2 Bedeutung und Funktionen des Factorings 2.3 Alternative kurzfristige Finanzierungen und deren Kosten 3. Entwicklung des Factoring-Marktes in Deutschland 3.1 Erhebung und Herkunft der Daten 3.1.1 Statistische Beurteilung – Qualität der Daten 3.1.2 Regression – Schätzen fehlender Werte 3.1.3 Interpretation der Daten 3.2 Einteilung der Unternehmen 3.2.1 Nach Unternehmensgröße laut HGB 3.2.2 Nach Rechtsform 3.2.3 Nach Standort 3.2.4 Nach Gründungsdatum 3.2.5 Nach Wirtschaftsbranche der Factoring-Kunden 3.3 Positionen der Gewinn- und Verlustrechnung 3.3.1 Zinserträge / Provisionserträge 3.3.2 Zinsaufwendungen / Provisionsaufwendungen 3.3.3 Allgemeine Verwaltungsaufwendungen 3.3.4 Wertberichtigungen auf Forderungen 3.3.5 Sonstige Gewinn- und Verlustrechnungspositionen 3.3.6 Ergebnis aus normaler Geschäftstätigkeit 3.4 Positionen der Bilanz 3.4.1 Forderungen und Verbindlichkeiten 3.4.2 Sonstige aktive Bilanzposten 3.4.3 Eigenkapital 3.4.4 Sonstige passive Bilanzpositionen 3.5 Arbeitsmarkt / Anzahl der Mitarbeiter 3.6 Entwicklung der Factoring-Quoten, Kundenzahlen 3.7 Historische Entwicklung und regulatorische Einflüsse 4 Entwicklungen in der Fintech-Branche 4.1 Definition von Fintechs 4.2 Dienstleistungsunterschiede zu klassischen Factoring-Anbietern 4.3 Börse für Factoring 4.4 Kritische Auseinandersetzung 5 Zukünftige Entwicklung 6 Fazit

En los últimos años el sector retail tuvo un crecimiento debido a la pandemia por coronavirus (COVID-19) que inició en marzo de 2019, esta trajo consigo restricciones de ciertas actividades económicas y sociales, dando lugar a un incremento de compras en la forma tradicional y más aún en la digital. Sin embargo, este incremento de compras vino acompañado de un aumento en las reclamaciones de los clientes. La empresa retail, la cual es objeto de estudio en esta tesis, también fue alcanzada por este incremento de las reclamaciones, el cual no fue soportado por los procesos internos de la empresa para poder brindar una atención y solución en el tiempo oportuno ante una reclamación del cliente. A partir de este problema se planteó brindar una propuesta de solución tecnológica, usando teoría de colas y análisis automático de textos, la cual a través de un sistema web en la nube los analistas del área de experiencia al cliente podrán atender con mayor rapidez y equitativamente las reclamaciones, esto contribuye a la empresa en la mejora de la gestión de reclamaciones del cliente y con el objetivo principal que es la reducción de los tiempos de atención de las reclamaciones. El impacto de esta solución con el cliente es reforzar el vínculo con la empresa y afianzar la confianza para su permanencia en el retail. / In the last years, the sector retail had growth due to the Coronavirus pandemic (COVID 19) that this had started in march of 2019. It brought a lot restrictions on certain activities economic and social giving an increase in purchases in the traditional way and even more in the digital one. Nevertheless this increase in the purchases was accompanied by an increase in customer complaints. The retail company, which is the object of study in this thesis it was reached by this increase in claims too. This was not supported by the internal process of the company to be able to provide an attention and solution at the right time before a customer claim. From that problem, it was proposed to provide a proposal for a technology solution using queuing theory and automatic text analysis. which, through a web system in the cloud the analyst of the customer experience area will be able to attend to claims more quickly and fairly. This contributes to the company in improving the management of customer claims and with the main objective of reducing the time it takes to attend to claims The impact of this solution with the client is to reinforce the bond with the company and strengthen the trust for its permanence in the retail. / Tesis