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Process Innovation with Disruptive Technology in Auto Insurance: Lessons Learned from a Smartphone-Based Insurance Telematics Initiative
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2015 (English)In: BPM – Driving Innovation in a Digital World / [ed] Jan vom Brocke, Theresa Schmiedel, Berlin: Springer, 2015, no 1, 85-101 p.Chapter in book (Other academic)
Abstract [en]

Insurance telematics or usage-based insurance (UBI) is a potential gamechanger for the insurance industry, especially for innovating auto-insurance. In order to achieve and sustain UBI for auto insurance, insurers are called upon to innovate the marketing and sales processes of the UBI product, as well as related processes such as risk assessment and price calculation. In this chapter, we demonstrate the insurer’s process innovation with smartphone-based insurance telematics, using the example of the “If SafeDrive” campaign which was commercially conducted by the insurer If P & C in Sweden. The results show that although disruptive technology can trigger process innovation, such innovation cannot succeed and be sustained without fundamental changes in a company’s structure, business model and business strategy. We further propose a capability layer model for understanding the insurer’s process innovation behaviour. This chapter provokes the critical thinking with regard to the exploration and exploitation of disruptive technology into process innovation. Further, the chapter contributes new knowledge to the research of process innovation with disruptive digital technologies.

Place, publisher, year, edition, pages
Berlin: Springer, 2015. no 1, 85-101 p.
Series
Management for Professionals, ISSN 2192-8096
Keyword [en]
process innovation, insurance telematics, capability layer model
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-119917DOI: 10.1007/978-3-319-14430-6ISBN: 978-3-319-14429-0 (print)OAI: oai:DiVA.org:su-119917DiVA: diva2:868538
Available from: 2015-11-11 Created: 2015-08-28 Last updated: 2016-10-11Bibliographically approved
In thesis
1. Exploring Designs for a Process Prioritisation Method
Open this publication in new window or tab >>Exploring Designs for a Process Prioritisation Method
2016 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Problem/Purpose: Process prioritisation is an ill-structured and complex problem that remains a mystery phase in business process management (BPM) research. More explorative approaches are called upon to tackle process management problems, to facilitate process innovation and to design new processes in dynamic environments. This dissertation aims (i) to design and evaluate a Prioritisation and Categorisation Method (PCM) for addressing process prioritisation problems; and (ii) to explore process innovation by disruptive technologies.

Research methods: This research follows the design science research (DSR) paradigm. The design exploration and the engaged scholarship approaches are also adapted. The demonstration and evaluation of the Prioritisation and Categorisation Method have been conducted with case studies in large Swedish companies, i.e. Seco Tools and Ericsson. An empirical study of the impacts of disruptive technologies on process innovation was conducted at a large insurance company in Sweden.

Results: This research has led to the design and evaluation of the PCM: a new context-aware, effective and holistic method for BPM. In addition, the lessons learnt from the insurance case deepened the understanding of the challenges that are faced by a company when exploring new capabilities (e.g. processes and IT) for future business. Such lessons also emphasise the necessity of configuring PCM based upon business contingencies and industry factors in process prioritisation.

Contributions: This dissertation contributes a novel method to explore BPM in a holistic, yet flexible and effective way. The challenges identified in process innovations improve the configuration capabilities of the PCM through a deeper understanding of the dynamic capabilities within organisations (Capability Layer Model-CLM). This research contributes design knowledge to DSR in the forms of the PCM as an invention, and the three design principles for the PCM: design by holistics, design by commitments and design by explorations. The research is evaluated as good BPM and good design science research.

Place, publisher, year, edition, pages
Stockholm: Department of Computer and Systems Sciences, Stockholm University, 2016. 100 p.
Series
Report Series / Department of Computer & Systems Sciences, ISSN 1101-8526 ; 16-013
Keyword
Process prioritisation, exploration, process innovation, design science research, business process management, disruptive technology, capability layer model, systems thinking
National Category
Computer and Information Science
Research subject
Computer and Systems Sciences
Identifiers
urn:nbn:se:su:diva-134553 (URN)978-91-7649-563-6 (ISBN)978-91-7649-564-3 (ISBN)
Public defence
2016-11-28, L70, NOD-huset, Borgarfjordsgatan 12, Kista, 09:00 (English)
Opponent
Supervisors
Available from: 2016-11-02 Created: 2016-10-11 Last updated: 2016-11-02Bibliographically approved

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