臺灣汽車銷售業是個競爭激烈的行業，如何做好顧客管理，建立品牌忠誠度為汽車服務業相當重視的一道課題。本文以國內TOYOTA & LEXUS 專屬保險代理人－和安保險代理人(股)公司所承攬之車險保戶為研究對象，研究為2002年招攬承保之有效件數，計232,369筆資料。自車主購買汽車保險的消費模式分析，探討影響消費者投保險種需求的重要因素、不同區域被保險人的投保屬性、未來汽車保險消費者所需要獲得更大的滿足、以及保險人或保險代理人如何結合運用服務競爭策略，來輔助汽車經銷商提供車主最佳的服務品質與提昇顧客滿意度。 由實證資料分析中，得知目前影響車損險投保意願的最主要原因為保費太貴，投保不划算。然而因規章費率的限制，各產險公司無法對不同風險等級被保險人收取差別保險費，致使逆選擇情形愈趨嚴重。本研究針對分析結果，提出兩項建議。一為對產險公司未來之商品發展策略，包括(1)、採行車輛「主要使用人」為被保險人。(2)、車險資料庫的建立與統計分析研究。(3)、費率釐訂應視不同狀況予以差異化。次則為產險公司與車商保代如何結合以創造卓越的服務品質：包括(1)、視消費者的需求研發多樣化商品，提高產品附加價值。(2)、避免惡性競爭，進行差異化競爭。(3)、保代公司宜善盡保險輔助人的角色。(4)、建議網路行銷。 / To sale the automobile at Taiwan market is very competitive. The most important tasks for industry are how to build up customers relationship in order to improve brand loyalty. This paper, targeting the auto-insurance policy holders through Ho-An Insurance Agency - the exclusive agency of TOYOTA & LEXUS, evaluates 232,369 effective cases acquired in the year 2002. Through the analysis of automobile owner’s behavior in purchasing auto-insurance, we can assess the major factors that would affect consumers to buy various insurance; the attributes of insurance buyers of various districts; how to secure the satisfaction of the future auto-insurance policy holder and finally, how an insurance company or insurance agency could work with dealers to apply the competitive strategies of customer service for car owners with the best quality and to increase customer satisfaction. From the result of data analysis, we realized that the major factor affecting the customer’s purchase behavior of the auto-insurance is the insurance premium. However, due to the mandatory regulation, property insurers cannot charge the insurance plan with differentiated rates, which would cause high anti-selection. This study, based on the result of analysis, raises two suggestions. The first one is to advise property insurers the strategies for future product development : (1) acceptance of insurance application based on the major driver; (2) collaboration of one database of auto-insurance and conduct statistical analysis, and (3) differentiation of the premium rates according to various situations. Another suggestion is to propose that property insurers should work with insurance agencies to create superior service quality, including (1) development of one greater variety of products based on consumer needs to increase the added value; (2) avoidance of abcdrmal competition and implement differentiation competition; (3) the insurance agency should fulfill a supportive role, and (4) implement internet marketing of automobile insurance.

Studiens syfte är att undersöka hur förändringsmodellen ADKAR har använts bland enhetschefer på Försäkringskassan och vilken betydelse den har haft för de under en organisationsförändring. För att uppfylla studiens syfte har en organisationsförändring studerats utifrån ett första linjens chefsperspektiv. Studiens teoretiska utgångspunkter baseras på teori och begrepp relaterat till översättning och meningskapande. Utgångspunkterna har använts för att studera hur ADKAR- modellen översatts och skapat mening kring förändringen. Studiens metod är kvalitativ med fokus på fyra semistruktuerade intervjuer och fyra textdokument. Resultatet av studien påvisar att förändringsmodellen ADKAR internaliserats hos cheferna i samband med deras chefsintroduktion. Modellen har blivit ett etablerat sätt att kommunicera och tänka utifrån vid förändring. ADKAR- modellen idientifieras genomgående under förändringen som en vattenfallsmodell. / The purpose of this thesis is to investigate how the change model ADKAR has been used among section directors at the Swedish Social Insurance Agency and what significance it has had for them during an organizational change. To fulfill the purpose of the study, an organizational change has been studied through the perspective of a first line director. The thesis theoretical starting points are based on theory and concepts related to translation and sensemaking. The starting points have been used to study how the ADKAR model has been translated and created sensemaking around the change. The study method is qualitative with a focus on four semi-structured interviews and four text documents.The results of this thesis shows that the change model ADKAR has been internalized in the managers in connection with their manager introduction. The model has become an established way of communicating and thinking from the outside in the event of change. The ADKAR model is consistently identified during the change as a waterfall model.

The diploma thesis called The comparison of medical assessment service (MAS) aim and activities within the health insurance system in the Czech and Slovak Republic and it is focused on the pieces of information related to the system of social security aiming its attention to the health insurance during both the time of Czechoslovakia and its current arrangement of the Czech and Slovak Republics in its theoretical part. Related to that there is also elaborated the issue of the medical assessment service. There is a conclusion of the most important services of the MAS and particular competences of bodies involved into the health insurance. There is also a mention of the body adjusting the public health insurance including the related area of the review medicine to get a more comprehensive view. The diploma thesis main aim is to compare the tasks and activities of the MAS in the Czech and Slovak Republics. There are determined partial aims to get a more comprehensive elaboration. One of them is focused on the benefits that are awarded based on a health condition within the health insurance in these two countries and the other one is the comparison of Czech and Slovak health condition of citizens based on the statistics of temporary sick leaves taking into consideration the conditions while awarding them. The document analysing method is used to reach the aims mentioned above. This method follows Mayring´s proposed plan and the sources where the information was taken from were firstly evaluated from a criteria relevance viewpoint. After that the gained data was compared within a comparative method in a synchronous way. The empiric diploma thesis part contains data organized in well-arranged tables with comments and in the following Chapter 5 Discussion there is data compared according to the methodology mentioned above. The basic system comparison of social security and health insurance in the Czech and Slovak Republics belongs among the topics of the final discussion. The possibility of consolidation of health and social insurances in both countries also taking into consideration the opinions of the involved experts is largely covered here. The most significant discussion focus is the comparison of the aim and activity of the MAS in the Czech and Slovak Republics. The results show that the aim and activity of the MAS are very similar in both countries; which is logical regarding the common historical base. Czech and Slovak main MAS activity within the health insurance is the auditing activity; i.e. the audit of evaluation of the health condition by the involved medical doctor as well as the inspection if the treatment mode of people on sick leave is being followed. It is also possible to notice some nuances in the elaboration in both MAS systems; which are separated today. Regarding the legislation it is possible to say that the Slovak medical assessment service work in a more consistent way that is also supported by the statistic data containing more performed audits of the treatment mode following and a more frequent usage of sanction means towards insurers which is the result of the more detailed strategic planning of inspections. The diploma thesis offers a comparison of health insurance systems and tasks and activities of the MAS in the Czech and Slovak Republics. It can be used as a study document for students of social politics and a social security law. It can also be used as an impulse to other explorations in this area and to start thinking of various possibilities how to arrange the social security system of these two countries.

The main purpose of this dissertation is to analyse and identify problems arising from the Swedish Social Insurance Agency’s (SSIA) perceptions of parents, as they appear in the brochures targeted at expectant or new parents between 1974 and 2007. The aim is to distinguish who are being pointed out, constructed, and normalised as parents; and to analyse the functions of the recipients and the senders respectively. The aim is to be considered in the light of the SSIA’s commitment to gender equality, a policy that promotes equal access to the insurance of parents to share the parent’s insurance more equally. The dissertation is based on a theoretical framework that may principally be described as a feminist discourse analysis, which, among other things, means that a constructivist approach is of central importance. In addition, an intersectional perspective is an important starting point, putting the focus on the interaction and interdependence between different social categorisations. In four analysing chapters, the material is being tackled from different approaches or angles. In the first chapter, a picture is drawn of the institutional and political context that sets the prerequisites of the insurance regulations as well as the way the texts have been written and may be understood. The second chapter presents an analysis, in the terms of space deixis, of whom is/are being pointed out and positioned as recipient/s by SSIA. In the third chapter, an analysis of the normalised notions of parents that are identified in the texts; and of what parents are being favoured and described as ‘normal’. In the fourth chapter, the functions of the different actors are being analysed, showing how the relationship between the SSIA and the parents is constructed from in the texts. The results show that, in all brochures, parenthood is strongly gender-marked and that gender equality, above all, is to be understood as a quantitatively even distribution between mothers and fathers. In today’s brochures, the agency identifies and normalises recipients who primarily are biological mothers with orderly conditions, living in nuclear families with biological children. The older brochures have a higher level of gender neutrality in their texts, where mothers and fathers are placed equally and at the same distance from the position of the sender. The newer brochures, however, represent a wider range of social categorisations, and thus present a more complex picture of parenthood. The results also show that the function of SSIA in the texts is primarily economic, and that there is no obligation for parents to share the parent’s insurance equally, despite the political resolutions that impose this task on the agency.

This thesis aims to analyze how tendencies to corruption affect trust in Central Managing Authorities: Sweden Public Employment Service, National Service Center, and Swedish Insurance Agency.  The research questions are:  · Can the trust and legitimacy for the three Central Managing Authorities has been affected by corruption?  · What similarities and differences exist about the corruption into Swedish Public Employment Service, National Service Center, and Swedish Social Insurance Agency?  · Can the lack of trust and legitimacy have other causes than the occurrence of corruption?  The study used comparative method, where cases have been compared and analyzed out from theoretical framework. Through comparation, similarities and differences between the cases and find explaining factors about how corruption can affect trust through applying of the theoretical framework was identified. There are some important implications. First, corrupt tendencies can lead to common interests be override because of personal interests. Second, the democratic values in the public administration can be affect negatively because of corrupt tendencies. Lastly, knowledge and awareness are fundamental for how corrupt tendencies affect citizen’s trust for Central Managing Authorities.