| Abstract [eng] |
Topicality of the topic. The life insurance services for people still there are not very significant in Lithuania that‘s why the organizations that provide insurance services are compeled to look more closely to their activity and to provide the services only qualitatively. To improve the quality of life insurance service can help appropriate work organizing of the enterprise. When every employeeknows his functions very clearly, has a high quality and improves it constantly, also when the employees are interested in innovations in his/her sphere and their implementation into the work process, when the right work methods are applied that help perform its functions correctly, when the employees cooperate while solving the problems that accur. Properly organized work let the employees to work commonly and usefuly i.e. to provide qualitative services. Object of the research – Work organizing and the quality of life insurance services in the organization that provides the service of life insurance. Aim of the research – to analyse the possibilities of perfection of life services quality while edificating work organizing. Tasks of the research: To analyse the actuality of the quality for services of life insurance. To present the conception expression and evaluation of services quality. To detect the influence of work organizing for services quality. To present theoretical model of insurance services quality perfection while edificating work organizing. With the help of empirical research to test the model of insurance services quality perfection while improving work organizing. The main results: The most favourably the clients of life insurance and employees evaluated organizing the work places, conditions of work and dimensions of palpability and the security of life insurance services.The most unfavourably – technologies (providing information by e-mail or SMS into client‘s mobile phone). Adversely clients evaluated division of labour and cooperation and the employees – work earning that depends on the quantity of provided services and the mode of work and rest. While improving the quality of life insurance services the organization should to perfect all the parts of work organizing.It is recommended for the organization to explain to their employees clearer and in more understandable way their functions while providing service, to adjust work methods, work and rest mode, to raise up the qualification of the employees, to perfect the coorporation of employees and clients by IT, to evaluate the price match of life insurance services, clearer and in more understandable way to present the information about services in leaflets and in other visuals and in the conversation with the client., to solve the administrative questions more effectively. The research showed that it is advisible to organize every day work of the organization that provides life insurance services, activity of personel in order to ensure fluent work processes, to make analysis of service procedure and to correct it; to organize seminars ,practical activities about working in a team, communication with a client, qualitative providing of service; to dispute their functions with the employees ,career plans, time and duration of holidays; the rules of inner work; to create a survey on the internet (for clients) after solving the problem, view to find out the effectiveness and time of problems and complaints solving; to present the memorial list about the important information that should be presented for the clients by e-mail or SMS. |
