Shenzhen Institute of Standards and Technology (China)

Transcription

1 Shenzhen Institute of Standards and Technology (China) 1

2 Summary Background and objectives of the project Four steps in the assessment Conclusions 2

3 Background Objective Assess the non-economic benefits of Ping An Property and Casualty Insurance Company of China, Ltd. Approach ISO methodology Duration June - October

4 Four steps in the assessment 1 Understand the value chain 2 Identify the impacts of standards 3 Select the key operational indicators 4 Quantify the benefits of standards Clarify industry boundaries Understand the industry value chain Select assessment samples Analyze the company value chains Identify the functions that are most affected by standards Determine the standards used in the key functions Identify the key value drivers Select the key operational indicators Describe specifically how standards affect each key operational indicators Quantify the most important impacts of standards Calculate the noneconomic benefits 4

5 Step 1: Analyze the value chain Value chain (simplified): Marketing Product operations Policy holder acquisition Underwriting Policy administration/ Asset Claims managmnt Channel Customer relationship Enterprise resources Risk Management Operation Management Equipment and Facility Management Human Resource Management Information Security Management 5 5

6 Step 2: Select key value drivers Value Driver Provide customers with sustainable financial services Ensure quality of products and services Ensure security of client information Ensure good occupational health and career development for employees Ensure efficient energy saving Description Guarantee business consistency of financial services through risk to meet client s long term benefits Provide clients with a high quality of financial services, handle claims, complaints and disputes effectively and efficiently to improve the satisfaction of clients and build a better relationship with them Ensure security of client information through sophisticated information security systems Focus on the mental and physical health of employees, create a good working environment and provide them with professional career training Manage energy reduction, reduce energy consumption and carbon emissions, help enterprises to achieve energy conservation and emission reductions 6

7 Step 2: Determine the scope of the assessment Value Driver Provide customers with sustainable financial services Ensure the quality of products and services Ensure security of client information Good occupational health and career development for employees Energy Saving with more efficiency Related Business Function Enterprise resource --Operation Enterprise resource --Risk Customer relationship --Customer service Product operations Underwriting Enterprise resource --Information security Enterprise resource --Human resource Enterprise resource --Equipment and facility Product operations 7

8 Step 3: Identify key standards (1) Activities Standards Description Business continuity Societal security -- Business continuity ISO 22301:2012 systems --- Requirements IT service continuity Information security technology Disaster recovery GB/T specifications for information systems Risk ISO 31000:2009 GB/T Risk Management -- Principles and guidelines ISO/IEC 31010:2009 GB/T Risk Management -- Risk assessment techniques Catastrophe insurance JR/T Codes of data collection of catastrophe insurance Reinsurance JR/T Codes of data collection of reinsurance Standard client service ISO 10001:2007 GB/T Quality -- Customer satisfaction -- Guidelines for codes of conduct for organizations Customer complaints handling ISO 10002:2007 GB/T Organization. Customer satisfaction. Guidelines for complaints handling in organizations Transaction fairness Loss control and loss prevention Friendly service JR/T Automobile insurance data exchange regulation 8

9 Step 3: Identify key standards (2) Activities Standards Description Information security Occupational health safety and training Energy products and equipment Green insurance ISO GB/T GB/T GBZ GB/T GB/T GB/T GB/T Information technology - Security techniques - Code of practice for information security Occupational health and safety systems - Guidelines for the implementation Occupational health and safety systems - Requirements Technical specifications for occupational health surveillance General principles for calculation of the comprehensive energy consumption Technical guides for evaluating the rationality of electricity usage in industrial enterprise General principles for monitoring and testing of energy conservation Testing guide for energy consumption of equipment 9

10 Step 3: Select key operational indicators (1) Related activities Business continuity IT service continuity Risk Catastrophe insurance Reinsurance Standard client service Deal with customer complaints Operational indicators Rate of recognition of potential disruptive events Business recovery time System availability Calamity tolerance ability Conclusions of internal controlling audits by external reviewers Solvency margin ratio Solvency margin ratio Efficiency and quality of reinsurance processing Customer satisfaction Fast handle the complaint 10

11 Step 3: Select key operational indicators (2) Related activities Transaction fairness Disaster prevention and derogation Friendly service Information security Occupational health safety and training Operational indicators Coverage of auto insurance centralized trading Auto insurance loss frequentness Self-service correction rate Self-service underwriting passing rate Graded protection assessment Information security knowledge course accomplishments Rate of injuries and absences Number of comprehensive welfare insurance plans Total growth rate in the number of trainees Energy products and equipment Green insurance Energy consumption Number of cases of insurances against environmental pollution and liability 11

12 Step 4: Quantify the impact (1) Business Functions Related activities Operational indicators Enterprise Resource Management- Operations Management Enterprise Resource Management-Risk Management The change of the indicators Impact of standards Important recognition Business continuity 100% 10% rate for disruptive events Business recovery time 20% 10% System availability 1% 5% IT service continuity Calamity tolerance Grade 5 5% ability External inner Risk controlling audit No change 3% conclusion Solvency margin ratio No change 3% Catastrophe insurance Solvency margin ratio No change 3% Reinsurance Efficiency and quality of reinsurance service 10% 5% processing 12

13 Step 4: Quantify the impact (2) Business Functions Related activities Operational indicators The change of the indicators Impact of standards Standard client service Customer Relationship Customer satisfaction 3% Management-Client Customer complaints Fast handling of Service 1% 3% handling complaints Coverage of auto Transaction fairness insurance centralized 99% 50% trading Motor vehicle Disaster prevention insurance loss 15% 10% Product operations and derogation frequentness Underwriting Self-service correction 31.3% 4% rate Friendly service Self-service underwriting pass 20% 3% rate Graded protection Enterprise Resource level 3 10% assessment Management- Information Security Pass rate in Information Security Management Information security 100% 10% Management 13 knowledge course

14 Step 4: Quantify the impact (3) Business Functions Related activities Operational indicators Enterprise Resource Management-Human Resource Management Enterprise Resource Management- Equipment and Facility Management Occupational health & safety and training Energy products and equipment The change of the indicators Impact of standards Number of comprehensive 20.5% welfare insurance 10% plans Absenteeism rate 445% 10% Delay rate Drops to 0 10% Injury rate No change 10% Total growth rate in the number of trainees 23.1% 5% Energy consumption 20% 3% Product operations Green insurance Cases of insurance for environmental pollution liabilities 70% 10% 14

15 Conclusions - Method The method that was applied in the quantification is as follows: The impact of standards is estimated as a percentage contribution to the total improvement in a certain area. As an example, if an improvement in the area of information security could be identified, then 10% means that the contribution of standards was estimated by experts in the company to amount to 10% of the total improvement. 15

16 Conclusions - Results Significant impacts of standards could be identified in the following areas (expressed as a percentage contribution): Business continuity Early recognition of potential business disruptions (10%) Reduction in business recovery time (10%) Transaction Increase of centralized trading coverage for automobile insurance (50%) Information security Meeting the requirements of protection grades assessment (10%) Green insurance Increase of liability insurance cases for environmental pollution (10%) 16

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