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Designing and Optimizing Business Processes for an Insurance Intermediary: A BPM Lifecycle Approach
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Orientador(es)
Resumo(s)
This thesis explores the application of the Business Process Management (BPM) lifecycle at a
Portuguese insurance intermediary recognized for its portfolio management information
system and its network of over 33 stores across the country. While larger insurance companies
often benefit from advanced BPM implementations due to greater resources, smaller firms
face challenges such as limited financial and technological capabilities. Using a case study
methodology, this research maps the current "as-is" processes using tools such as process
flowcharts and Business Process Model and Notation (BPMN), identifying inefficiencies and
opportunities for improvement in the company’s processes. The "to-be" processes are
designed and tested through simulations or pilot implementations, supported by tools like
Bizagi for process modelling. The study concludes that operational efficiency can be
significantly enhanced by optimizing processes and improving service quality, making the
company more competitive in the market and closer to its customers. The findings are
expected to contribute to academic research on BPM in small/medium insurance firms and
provide practical solutions for improving process efficiency in similar businesses.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems Management
Palavras-chave
Business Process Redesign Insurance Business Business Process Management (BPM) Process Improvement Business Growth Business Process Management Notation (BPMN) Digital Transformation SDG 8 - Decent work and economic growth SDG 9 - Industry, innovation and infrastructure SDG 11 - Sustainable cities and communities