Analisis Efisiensi Proses Bisnis Klaim Asuransi Kendaraan Menggunakan Pendekatan Process Mining: Studi Kasus PT. X

Fauzi, Ahmad (2025) Analisis Efisiensi Proses Bisnis Klaim Asuransi Kendaraan Menggunakan Pendekatan Process Mining: Studi Kasus PT. X. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pengajuan klaim asuransi merupakan salah satu proses krusial dalam industri asuransi. Efisiensi dan kepatuhan dalam pengelolaan klaim memiliki dampak langsung pada kepuasan pelanggan dan kinerja perusahaan asuransi. Proses pengajuan klaim asuransi seringkali melibatkan sejumlah langkah yang kompleks dan dapat mengalami tantangan, seperti kelemahan dalam manajemen waktu, penggunaan sumber daya yang tidak efisien, dan potensi kesalahan manusia. Oleh karena itu, diperlukan pendekatan yang terstruktur untuk memahami, menganalisis, dan memperbaiki kecepatan waktu proses. Penelitian ini bertujuan untuk menerapkan metodologi Process mining dalam analisis proses pengajuan klaim asuransi untuk mempercepat waktu proses. Metodologi PM2 digunakan sebagai kerangka kerja dasar, dengan penerapan teknik Process mining untuk menganalisis data event log dari proses pengajuan klaim asuransi. Langkah-langkah ekstraksi data, identifikasi masalah, dan pengembangan model proses telah dijalankan untuk mendapatkan gambaran yang holistik. Hasil dari penelitian ini mencakup pemahaman yang lebih mendalam tentang proses pengajuan klaim asuransi di PT. X, temuan terkait efisiensi, identifikasi hambatan, serta rekomendasi perbaikan untuk mempercepat penyelesaian klaim dan meningkatkan kepatuhan terhadap SOP. Penelitian ini memberikan manfaat praktis bagi PT. X dalam peningkatan efisiensi operasional, pengelolaan klaim yang lebih efektif, dan kepuasan pelanggan. Selain itu, hasil penelitian ini dapat menjadi acuan perbaikan proses di industri asuransi secara umum.
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Submitting insurance claims is one of the crucial processes in the insurance industry. Efficiency and compliance in claims management have a direct impact on customer satisfaction and the performance of the insurance company. The process of submitting insurance claims often involves several complex steps and can encounter challenges such as weaknesses in time management, inefficient use of resources, and potential human errors. Therefore, a structured approach is required to understand, analyze, and improve process speed. This research aims to apply the Process Mining methodology in analyzing the insurance claim submission process to expedite the process time. The PM2 methodology is used as the basic framework, with the application of Process Mining techniques to analyze event log data from the insurance claim submission process. Steps of data extraction, problem identification, and process model development have been carried out to obtain a holistic view.
The results of this research include a deeper understanding of the insurance claim submission process at PT. X, findings related to efficiency, identification of bottlenecks, and recommendations for improvements to accelerate claim processing and enhance compliance with SOPs. This research provides practical benefits for PT. X in terms of increased operational efficiency, more effective claim management, and improved customer satisfaction. Additionally, the research findings can serve as a reference for process improvements across the insurance industry.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Manajemen Proses, Pengajuan Klaim Asuransi, Efisiensi Proses, Kepatuhan Regulasi, Process Management, Process Mining, Submission of Insurance Claims, Process Efficiency, Regulatory Compliance
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD58.87 Reengineering (Management) Business process
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Ahmad Fauzi
Date Deposited:	20 Jan 2025 03:41
Last Modified:	20 Jan 2025 03:41
URI:	http://repository.its.ac.id/id/eprint/116430

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