Insurance company CJSC MAKS-M was founded on October 8, 2006. The main activity of the company is concluding contracts for compulsory medical insurance of citizens' employees with policyholders, concluding agreements with medical institutions for the provision of free medical services to citizens under the state guarantee program. The company also provides insurance for various medical services. Within eight months of its formation, 3,815 contracts were concluded for all types of insurance. Not so long ago she was recognized as more prepared and capable of working in the compulsory health insurance system throughout the Perm Territory. The central office of the Perm branch of MAKS-M CJSC is located at Perm, st. Pushkina, 78/A.

Study of stress factors in an organization

Insurance company employees often have to deal with difficult situations related not only to personal circumstances, but also the forced need to daily withstand the burden of information and problems of their clients, which often ultimately leads to stressful situations. Based on this, we will consider professional stress, the problems that arose at the initial stage of development of this insurance company "MAX-M" and its practical recommendations for overcoming it.

In order to withstand the psychological stress and not become a victim of professional stress (this is what experts call the condition associated with situations that arise at work), it is necessary, first of all, to “know the enemy by sight.” After all, the consequences of stress can be very serious. The tension that arises spoils life and harms health, affects professional success and interpersonal relationships. Of course, you are unlikely to be able to completely avoid stressful influences, but you can minimize them, learn to react to them correctly and not allow them to significantly influence your life.

In the profession of an insurance agent, one must accept the fact that encountering stressful situations at work is inevitable. Let's consider several possible reasons that can cause stressful situations in the professional life of an insurance agent.

The causes of stress can be divided into several groups. The first of them includes internal experiences: fear of failure, self-doubt and others. Of course, novice insurance agents most often face such problems, but even for experts they do not lose their relevance. What does a person think about when starting to work as an insurance agent? More often than not, it’s not about how to make a deal more successful. And this does not happen because he is not interested in the final result. It’s just that this question takes a backseat to other problems: “Will you be able to find clients?”, “Will you be able to get a meeting with him?”, “What to do if the deal doesn’t go through?” As a result, the concentration of mental strength occurs around the solution of far from the most important tasks. Psychologists believe that the correct formulation of the question already helps to cope with uncertainty, and for yourself. It is enough to add a small nuance to the wording of the questions - and they will take on a completely different meaning: “How to find clients?”, “How to get a meeting?”, “How to behave so that the transaction is successful?”. By asking yourself questions like these, you will focus not on your insecurities, but on the goals and objectives necessary for successful work.

The second group of reasons that cause stressful situations is due to the fact that the work of an agent involves constant interaction with a variety of people. The main character, and therefore the main source of stress, for an agent is the client. There are many situations that can cause stress. First, an agent's job often involves meeting with clients one-on-one. In this situation, the agent has no one to share responsibility with and it is impossible to get support from colleagues. Secondly, the agent must adhere to standards of conduct, no matter how polite and considerate the client is. Obviously, not every client is the standard of politeness. Numerous sociopsychological studies show that unfounded and unfair accusations from clients are one of the most powerful stress factors. A meeting with a difficult client can be especially painful if the agent has personal experiences that he is trying to “get away from” to work. Fleeing to work leads to the fact that professional difficulties are perceived as personal.

Other problems also arise, and among them one of the most common is the emergence of emotional attachment to the client. You can, for example, “get used” to regular clients and become upset and “bored” if such a client does not appear at the company for a long time or does not agree to a meeting. Of course, this happens unconsciously, but psychological research shows that such emotions can be quite strong and interfere with communication with other clients.

The agent’s involvement in the client’s emotional state is also a stress factor. The client may be worried about many serious and not very serious problems, starting with a broken heel and ending with his son’s wedding or the illness of a relative. And very often he does not hide the reasons for his anxiety at all. On the contrary, most clients willingly share their problems and experiences with agents. But you need to be able to defend yourself from other people’s problems. Of course, you must demonstrate your empathy to the client, but seriously engaging in his emotional state is not only unprofessional, but also unsafe. In this case, you most likely will not be able to successfully complete the transaction, will not help the client in any way, and will find yourself in a stressful situation.

Even more stressful, but also inevitable in being an agent, are situations that can lead to frustration. For example, you spent a lot of effort, introduced the client to your proposals, and he expressed his readiness to conclude a deal. You call at the appointed time and find out that the deal has already been concluded with your competitor. It’s unpleasant, but the disappointment will become much less if you try to use this situation for work. Your unsuccessful client will probably not refuse to recommend you to several of his friends. You may well approach him with such a request. Moreover, the former client probably feels guilty. Therefore, if he helps you, for example, by providing your business cards to his friends, this will most likely be useful for both of you. You may get new clients and thus compensation for the failed deal, and he will get rid of the unpleasant feeling of guilt.

And one more important stress factor. Often, an agent has to experience disappointment and receive refusals. Reacting calmly to many refusals is also part of professionalism. You need to be aware that they are not abandoning you. They refuse your offer at this particular moment, and there is nothing personal about it.

General characteristics of the insurance company ZAO Max

Closed Joint Stock Company "Moscow Joint Stock Insurance Company" (CJSC "Max"). Main activities

• - personal insurance (including drug insurance, compulsory and voluntary health insurance),
• - insurance of housing stock and non-residential premises, other types of property insurance, liability insurance, including civil liability insurance of operating organizations - nuclear energy facilities and enterprises - sources of increased danger,
• - nuclear risk insurance,
• - car insurance (car insurance (CASCO), compulsory insurance of civil liability of car owners),
• - cargo insurance, construction and installation risks insurance,
• - agricultural insurance, insurance of collateral property.

The main products of IC "Max" are:

• · Car insurance: CASCO; OSAGO; DSAGO.
• · Property insurance.

The organizational structure of the Max insurance company is presented in Figure 1.1.

The permanent executive body is the directorate, represented by the General Agency.

She carries out the current management of the company's activities, is directly subordinate to the General Director and is accountable to the general meeting of shareholders.

Rice. 1.1

The management structure of IC "Max" is shown in Figure 1.2.

Rice. 1.2

Organizational and economic characteristics of compulsory civil liability insurance for vehicle owners

Auto insurance or land transport insurance is an insurance contract under which the insurance company reimburses all costs associated with the restoration of a vehicle that has received mechanical damage as a result of an accident, fire, explosion, natural disaster, etc., as well as in the event of theft of a vehicle funds as a result of theft, assault, theft, robbery.

The essential terms of the insurance contract are: information about the object of insurance, the nature of the events for which insurance is provided, the amount of the insured amount, and the validity period of the contract.

A compulsory motor third party liability insurance policy is included in the list of documents that a driver must have when driving a vehicle and present upon request of traffic police officers.

The ground transport insurance contract is concluded on the basis of a completed application. A uniform policy approved by the Government of the Russian Federation and a receipt form A-7 are issued. The client is given a receipt for payment of the premium, a policy and a special sign for the car (sticker).

According to the Statement on the insurance period and type of vehicle, the corresponding column is determined in the previously selected table, which lists all the coefficients necessary for calculating the insurance premium. The values ​​of the coefficients that are already indicated in the corresponding column of the table are copied into the Application.

Arriving at the point of sale of insurance policies of IC CJSC "Max", the policyholder fills out an application, and the insurance agent, based on this application, issues an insurance policy and manually calculates the insurance premium based on the information provided by the policyholder in a written application.

The issued policy, a receipt for payment of the premium and a special sign for the car - a sticker - are issued to the client, and copies of them remain with the agent. All entered contracts (copies) are grouped by the agent in a statement, then the total amount for each statement and the number of policies included in it are calculated.

After this, at the end of the week, the agent or courier brings the generated statements with contracts and money to the central office, where he hands over the money to the cashier, and the statements to the registration department, where they are recorded in the statement journal.

Then the contracts are transferred to the accounting department. There they are checked, recalculated and payment is assigned to each policy.

After which they are handed over to the office management department, where they are recorded in the contract log, which reflects all the MTPL contracts concluded with the insurance company.

Then the insurance policies are transferred to the archive, where they are stored until the insurance period expires.

After concluding an insurance contract, the insurance policy can then be:

• · Reinstate if the policyholder loses the policy;
• · Re-register if the policyholder wishes to make changes;
• · Terminate if the policyholder has sold the vehicle, that is, the owner of the car has changed, or due to the complete loss of the vehicle;
• · Renew (extend), if the insurance period has expired, the policy is extended for another year.

The main line of insurance activity of Max CJSC is Compulsory Automobile Liability Insurance (MTPL).

Insurance company "MAX" was founded on March 13, 1992. A large universal insurer with extensive experience in the insurance market.

The MAX brand is represented in all regions of Russia.

The total number of insured people is 26.4 million people.

The number of full-time employees is more than 6 thousand people.

The main types of insurance are motor insurance, property insurance, and voluntary medical insurance.

A large universal insurer with extensive experience in the insurance market provides services to individuals and legal entities throughout the Russian Federation. The MAX brand is represented in all regions of the Russian Federation, and the company’s customer base is extensive and diverse. The main types of insurance are land transport insurance, compulsory motor liability insurance, enterprise property insurance, and voluntary medical insurance. CJSC MAKS has extensive experience in settling large losses of policyholders. In 2008, the number of clients of the MAX insurance group (IG) increased to 26 million 400 thousand people. The experience accumulated over 17 years of work helps the MAX insurance group to fully satisfy the growing demands of clients and effectively develop new insurance products.

Insurance experience

Voluntary health insurance - since 1992.

Voluntary property insurance - since 1992.

Voluntary insurance against accidents and illnesses - since 1994.

Compulsory insurance against accidents and illnesses - since 1994.

Civil liability insurance - since 1994.

Car insurance - since 1995.

Voluntary cargo insurance - since 1995.

Nuclear risk insurance - since 1995.

Insurance of construction and installation risks - since 1995.

The company's management has a high business reputation among the insurance community. MAX traditionally complies with all the requirements and standards of government bodies regarding the structure and quality of assets accepted to cover insurance reserves and own funds. The volume of insurance premiums received by SG MAX at the end of 2008 amounted to 60.5 billion rubles.

Based on the results of work for 2008, the balance sheet profit of SG "MAX" according to RAS exceeds 855 million rubles.

The amount of insurance payments from SG "MAX" in 2008 was 54 billion 752 million rubles. including: for compulsory medical insurance - 50 billion 258 million rubles, for voluntary types of insurance and compulsory motor liability insurance - 4 billion 493 million rubles.

In 2009, MAKS won important victories by concluding contracts for the provision of insurance services with federal government customers: the Federal Customs Service of Russia, the Judicial Department of the Supreme Court of the Russian Federation, the Energoatom concern, the Siberian Chemical Plant and others. In the VHI segment, MAX provides insurance coverage for employees of the Tretyakov Gallery, Maly Theater, MGIMO, and MIIT. The company completed the first year of a three-year contract to insure the property of the Russian Ministry of Foreign Affairs, settling all reported losses and confidently entering the second year of work under this contract. A two-year contract was signed to insure diplomatic couriers of the Russian Foreign Ministry. In 2009, MAKS won significant competitions for compulsory state personal insurance, insuring employees of the Central Internal Affairs Directorate in 24 regions of Russia.

At the end of 2008, the rating agency "Expert RA" confirmed the reliability rating of the insurance company "MAX" at the highest level of A++ "Exceptionally high level of reliability." The company has once again proven its financial stability. Analysts from a reputable rating agency state that the company’s return on assets and equity ratios exceed the market average. The company entered into an obligatory reinsurance agreement for property and construction risks based on the excess of loss for 2009. Under the contract, Western reinsurance companies bear 100 percent responsibility. The leading reinsurer under the contract is the reinsurance company Munich Re.

Nadezhda Vasilievna Martyanova

Everyone who has dealt with the company knows: when we say MAX, we mean Nadezhda Vasilyevna Martyanova. And, perhaps, only her. Being the main beneficiary of the company, he personally signs the distribution of toilet paper to the office bathrooms. Lady in diamonds and a Rolls Royce. This is the main strength and greatest weakness of the company, which once rose to fifth place in the ranking of insurers, but has since deteriorated and is slowly heading towards its natural end.

Grandmother Nadya established a total dictatorship. Comrade Kim Il Sung himself could set her up as an example to his overly liberal grandson, and against this background the Russian political regime seems to be rampant democracy on the ancient Greek model. At regular meetings, which are attended by a full room of sub-top managers, dominance is clearly demonstrated. Not a single action takes place without a personal visa; decisions of management at any level can be revised at the snap of a finger. There are legends about this woman in the insurance market. She is inclined to play hard, if she thinks that there is no need to pay the loss, you won’t be convinced.

We will not describe in detail the path of this company; there is enough for a whole book. Let us briefly note that Mikhail Zurabov had a hand in the creation and development. Yes, the same one who monetized benefits, was the Minister of Health, and then went to Ukraine as Ambassador Extraordinary and Plenipotentiary.

Judging by the disasters that happened to our healthcare and relations with Ukraine exactly during the periods of his responsibility, Mikhail is the diamond in the crown of the personnel reserve. He is still one of the beneficiaries of MAX, but he is not the only one. A couple more tops and many, many minority shareholders. This is, by the way, a unique thing for the Russian insurance market. Through the legal owners of the company, the shareholders are actually “ordinary people” who participated in the privatization of factories. Hundreds of them! With tiny ownership stakes totaling just over 2%. Corporation, how right in these Americas of yours!

The MAX company (more precisely, a group of companies, since the key is the “business” of the compulsory medical insurance company - the MAKS-M medical insurance organization) was once one of the leaders in the insurance market. There are rumors that kickbacks were loaded directly into Nadezhda Vasilievna’s office with bags of money, but... almost all of the company’s sales, except for unprofitable retail, were Nadezhda Vasilievna’s personal sales. No one else, including his own son, Andrey Martyanov, who holds the post of executive director of the company, was allowed to take the helm, and it was never possible to build an effective structure. Everyone got used to a tough ruling hand and lost the ability to act independently and work in a market environment. Reminds me of something, doesn't it?

The company’s work under well-known contracts in the insurance market with the Ministry of Internal Affairs and the Ministry of Defense turned out to be an epic failure. MAX wins these wonderful mega-unprofitable contracts at tenders every time in the hope that this time it will definitely blow through. Alas, it doesn’t carry through. Or it passes, but in the wrong direction.

These are contracts from the same series that the CSO grabbed for itself. We wrote about the sad demise of the organization as a result of this acquisition.

The RA expert rates the company highly: AA-.

Let's see too. There are serious suspicions that the rating is greatly inflated. Whether it is the charisma of the permanent leader, the imperfection of the assessment methodology, or other factors of dubious nature, we do not know. MAX is far from being the standard of a reliable company.

Why a company can drown:

- unpredictable, complex, unprofitable contracts: life and health insurance for military personnel, etc. This is almost 40% of its fees for last year. The five largest clients provide more than half of the contributions. Concentration! Losses! Everything we love. For any of the risk indicators of the company's management we give a fat two,

- The company's loss rate is increasing. This forces it to look for opportunities to increase fees by including complex or unprofitable types in order to support the growth of premiums and cash flow, and then this further spurs unprofitability and it needs to grow again. A vicious circle, trading “on wheels”,

— shareholders have lost their administrative resource; management has somewhat archaic ideas about the insurance market. Yes, he is completely different than in 2005, Nadezhda Vasilievna! Several times stronger competitors swung at the company in order to overwhelm it and take it away cheaply. It hasn’t worked out yet, but given the management style, it will work out sooner or later,

— the main stress factor is the complete absence of a viable internal structure. The entire company is supported by a grandmother born in 1946. As soon as she stays a little while on vacation in a boarding house, a complete demolition and restructuring will begin on the scale of a single group of legal entities.

Why the company is still alive:

— with all the oddities of management, one cannot help but admit that total control has borne fruit: the company almost doesn’t fuck around. The stress can be placed on both the first and second syllable and will be equally correct. Very low costs, living within our means, saving on toilet paper. Due to the high workload of management, it is not always possible to process the issue on time, and employees get by as best they can.

- quality assets. Money, good papers. In terms of the reality and liquidity of assets, the cats approve of the order, the accumulated fat is still there.

— due to inertia, the company stays afloat on old achievements. MAX has been remembered since ancient times, branches are lined up, the penny sticks.

Verdict: B. Low level of sustainability. The passion for unprofitable types will backfire, the loss of positions will gradually put pressure on everything, including financial resources. Enormous risks are concentrated on the personality of the leader; partners should light a candle every week for the health of the permanent CEO. It is not recommended to work with the company. After all, it’s 2018, and there are much more predictable organizations.

Topic: Development of an automated information system for the insurance company ZAO Max

Type: Thesis | Size: 1.96M | Downloads: 312 | Added 02/27/11 at 16:33 | Rating: +16 | More certificates and diplomas

Introduction 7

1. Analytical part 9

1.2. General characteristics of the insurance company ZAO Max 9

1.3. Analysis of the insurance market conditions 14

1.4. Analysis of the economic activities of the insurance company ZAO Max 24

1.5. Organizational and economic characteristics of compulsory civil liability insurance of vehicle owners
39

1.6. Conclusions on the analytical part 48

2. Justification of design solutions for automated solution of economic and information problems 51

2.1. Modeling business processes of compulsory motor third party liability insurance 51

2.2. Justification for the choice of tasks included in the complex 57

2.3. Justification of design solutions for information support of a set of tasks 60

2.4. Justification of design decisions on technology for collecting, transmitting, processing and issuing information 61

2.5. Justification of design solutions for software of a set of tasks 62

2.5.1. Justification of the need to use computer technology and create an automated workplace to solve this set of problems 65

3. Design part 67

3.1. Information support for a set of tasks 67

3.1.1. Infological (information) model (data diagram) and its description 68

3.1.2. Classifiers and coding systems used 74

3.1.3. Regulatory and reference information. Characteristics of input and output information 81

3.2. Formalization of calculations (calculation and problem solving algorithms) 85

3.2.1. Block diagram of using the program complex (dialogue tree) 87

3.3. Technological support 91

3.3.1 Organization of technology for collecting, transmitting, processing and issuing information 92

3.3.2. Scheme of the technological process of collecting, transmitting, processing and issuing information 93

3.4. Software for a set of tasks 94

3.4.1. General provisions 95

3.4.2. Block diagram of the package (call tree of procedures and programs) 95

3.4.3. Description of software modules 95

3.5. Selection and justification of technical means 111

3.6. Conclusions on the design part 116

4. Economic justification for the project 118

5. Life safety 132

Conclusion 137

Bibliography 140

GRADUATION PROJECT

Introduction

Insurance as a system for protecting the property interests of citizens, organizations and the state is a necessary element of modern society. It provides guarantees for the restoration of damaged property interests in the event of natural and man-made disasters, and other unforeseen events. Insurance allows not only to compensate for losses incurred, but is also one of the most stable sources of financial resources for investment. All this determines the strategic position of insurance in countries with developed market economies. In modern Russia, an important task is the formation of a civilized insurance market.

In the conditions of transition to a market economy, insurance is one of the fastest growing sectors of economic activity. The market economy, and, above all, the non-state sector of the national economy, places a demand for various types of insurance, since private property, unlike state property, needs comprehensive insurance protection. She does not have financial guarantees from the state behind her and wants to protect herself from the consequences of possible risks.

At its core, insurance is the creation of target funds of funds intended to protect the property interests of the population in private and economic life from natural disasters and other unforeseen, accidental in nature emergency events accompanied by damage.

At the macroeconomic level, insurance performs the following functions:

• Ensuring the continuity of social reproduction;
• Exemption of the state from additional expenses;
• Stimulating scientific and technological progress;
• Protecting the interests of victims in the system of relations
  civil liability;
• Concentration of investment resources and incentives
  economic growth.

In Russia, despite all the difficulties in establishing market relations, a circle of large insurance companies is being formed. The trend to increase their share in the Russian insurance market continues to this day. One of the leading places among the top hundred largest companies is occupied by the Moscow Joint Stock Insurance Company CJSC Max. When carrying out insurance activities, Max CJSC focuses on an individual approach to each client and strict fulfillment of all undertaken obligations. When developing and introducing new insurance products, the company’s specialists are guided by the principle of their compliance with the client’s needs in terms of convenience of conditions, availability of tariffs and quality of service.

The goal of the diploma project is to increase the efficiency of the insurance company ZAO Max by creating an information system for collecting, recording, storing, transferring, processing, processing and issuing insurance documents. And also to create an information client database.

Since IC "Max" strives to take a leading position in the Russian insurance market. It is planned to develop a software product for civil liability auto insurance, aimed at improving the quality of work with clients by automating the sales of insurance policies, as well as automating the accounting of contractual activities.

The methodology for designing an information system for the Max insurance company will include the following steps:

1. Statement of technical specifications for the creation of an information system intended for storing and processing data;
2. Conducting an analysis of the subject area of ​​\u200b\u200bthe activities of the insurance company "Max" in order to highlight the business processes selected for automation;
3. Modeling business processes and information structure;
4. Development of a database structure for storing information about clients who have insured their vehicle;
5. Creation of a program with which data is managed;
6. Determining the characteristics of the information system and its effectiveness;
7. Information system testing;
8. Drawing up user instructions.

The information system being developed by IC "Max" should eliminate all the shortcomings of conducting insurance activities by reducing costs and increasing the volume of insurance.

Analytical part

General characteristics of the insurance company ZAO Max

Closed Joint Stock Company "Moscow Joint Stock Insurance Company" (CJSC "Max") was registered on March 13, 1992, registration number - 9055 according to the register of the Moscow Registration Chamber, license No. 0950-D of the Ministry of Finance of the Russian Federation for the right to conduct insurance activities. The main areas of activity are personal insurance (including drug insurance, compulsory and voluntary medical insurance), housing and non-residential premises insurance, other types of property insurance, liability insurance, including civil liability insurance of operating organizations - nuclear facilities and enterprises - sources of increased danger, nuclear risk insurance, auto insurance (car insurance (CASCO), compulsory civil liability insurance for car owners), cargo insurance, construction and installation risks insurance, agricultural insurance, collateral insurance.

CJSC "Max" is a universal insurance company with a 14-year history of work in the insurance market. Today, the Max company is one of the largest insurance organizations in Russia with its own easily recognizable style of doing business. An impeccable reputation, financial reliability, commitment and professionalism of staff, the uniqueness of insurance programs and projects make cooperation with the company the most optimal and justified.

Since 1993 and to the present day, Moscow Joint Stock Insurance Company CJSC Max has consistently been one of the ten largest, most steadily developing insurance companies in Russia. It is actively developing its activities in the constituent entities of the Russian Federation. Currently, 66 branches and 132 representative offices of the Max company operate in almost all major cities of Russia. Well-established regional connections, highly qualified specialists, and technologically advanced insurance programs make it possible to provide the company's clients with insurance protection in any region of the Russian Federation and support insurance contracts throughout Russia.

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