基于保险业务流程的知识管理问题——以团体健康保险新契约核保业务流程为例

Knowledge Management Based on Insurance Business Processes——Take Group Health Insurance New Policy Underwriting Process as an Example

保险行业是一个流程导向性的行业,也是一个高度知识密集型的行业。保险公司员工需要在某个专业领域多年的知识积累,包括流程知识、业务领域的技术、复杂问题的应急能力等经验知识,这些都是为了高效地完成工作。而这些类型的知识普遍存在于人们的大脑中,并且具有不稳定易变的特征,所以迫切地需要挖掘这类知识,并进行知识共享。保险公司的运行通常基于业务流程,基于流程的知识管理方法为知识的获取和控制提供了一条有效的途径。本文构建了基于保险业务流程的知识管理框架,以团体健康保险新契约核保业务流程为例,提出了一种从业务流程中挖掘知识流的方法,通过这种方法能够增强知识的获取、提炼、表达、共享和利用能力,从而有效提升保险公司的核心竞争力。

Insurance industry is a process oriented and high knowledge-intensive industry. Staff of insurance companies needs to accumulate knowledge in one professional area for years. These kinds of knowledge include process knowledge, business technology, abilities of handling complex problems and so on. All these experiences and knowledge are very useful to accomplish the goals of jobs efficiently. But all these kinds of knowledge are stored in the brains of people at large and are highly instable. Therefore, we need to dig all their knowledge out urgently to pro- mote knowledge sharing. Operation of insurance companies is normally based on business processes, therefore knowledge management based on business process can provide an effective way to achieve and control knowledge. Taking group health insurance new policy underwriting process as an example, this article constructed a frame of knowledge management based on business processes and brought forward a method of digging knowledge flow through business process. By using this method, we can improve the abilities of knowledge acquiring, abstracting, expressing, and utilizing, and as an ultimate goal, upgrade the core competence of insurance companies effectively.