论文部分内容阅读
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。
The insurance industry is a process-oriented industry and a highly knowledge-intensive industry. Insurers need years of accumulated knowledge in a particular area of expertise, including knowledge of processes, skills in business areas, and contingency capabilities for complex issues, all for efficient work. However, these types of knowledge exist in people’s minds and have the characteristics of being unstable and volatile. Therefore, there is an urgent need to mine such knowledge and to share knowledge. The operation of insurers is usually based on business processes, and the process-based approach to knowledge management provides an effective way to access and control knowledge. This paper constructs a knowledge management framework based on insurance business process. Taking the new insurance business process of group health insurance as an example, this paper proposes a method of mining knowledge flow from business process, which can enhance knowledge acquisition, refinement , Express, share and use the ability to effectively enhance the insurance company’s core competitiveness.