مدلسازي ديناميكي كاهش متوسط زمان پرداخت خسارت در شركت هاي بيمه: رويكرد پوياشناسي سيستم

A dynamic modelling for decreasing of loss time average in insurance companies: system dynamics approach

يكي از چالش هاي جدي شركت هاي بيمه، افزايش متوسط زمان پرداخت خسارت به بيمه گزاران زيان ديده است. تاكنون مطالعات متعددي در زمينه علل و راه مقابله با اين پديده ارايه گرديده؛ اما كمتر به نتايج اثربخش منجر شده است. بنابراين در اين مقاله، يك مدل شبيه سازي شده از زنجيره خدمات شركت هاي بيمه بر اساس متدولوژي پوياشناسي سيستم ارايه مي گردد. مدل زنجيره خدمات بيمه به منظور تجزيه و تحليل و بهبود كيفيت خدمات بيمه اي از جمله متوسط زمان پرداخت خسارت شبيه سازي شده است. نتايج حاصل از ساخت مدل رياضي غير خطي، كه با شبيه سازي روي كامپيوتر از طريق نرم افزار Vensim تحليل گرديد، نشان مي دهد دو عامل اصلي افزاينده متوسط زمان پرداخت خسارت عبارتند از: افزايش بوروكراسي اداري و افزايش تعداد مشتريان شركت بيمه. همچنين دو عامل اصلي كاهنده متوسط زمان پرداخت خسارت عبارتند از: بهبود عملكرد نيروي انساني و بهبود استفاده كارا از فناوري اطلاعات.

One of the most challenging problems in our country insurance industry is the phenomenon of increase of loss pay average time by insurance companies. A lot of research and analysis have been conducted on both the roots and possible solutions for this problem, none of which has had success in annihilating it. This paper presents a discrete model ) nonlinear mathematical model ( of insurance services chain based on the system dynamics approach. The studied services chain has multi levels and consists of insurance company, agents and customers. This chain model is simulated for analysing and quality improvment of insurance services, such as decrease of loss pay average time. The developed model is a nonlinear mathematical model which is simulated by the Vensim software. The purpose of simulation exercise is to analyze performance of the insurance companies and insurance industry in terms of service quality and to predict services’ performance improvements with proposed strategies. The result shows that two main factors that account for increase of loss pay average time are: Increased office paper work and increased number of company’s customers. Moreover, two main factors that are likely to decrease loss pay average time appear to be: performance improvement of human resource and betterment of IT efficiency.