Lazarević, prof. dr Anđela

Modern business imposes the need for permanent improvement and enlargement of organizational knowledge, which results in a need to adopt formal mechanisms and tools to facilitate this process and make it efficient. As knowledge plays a decisive role in achieving the business goals in insurance companies, establishing adequate knowledge management can positively affect people, services, procedures and overall organizational functions. This paper shows a global research tendency of the introduction of knowledge management into insurance companies, but also points to the importance and role that insurance companies should dedicate to such knowledge in order to transform further the wealth of data and information they possess into applicable knowledge. The paper presents the basic knowledge management procedures, such as knowledge discovery, capture, storage, share and application that, together with appropriate knowledge management mechanisms and technologies, lead to long-term and systematic business improvements, prevent the loss of organizational knowledge and reduce work time. In these activities, support and active involvement of toplevel management is a prerequisite for success.

Key words: Organizational knowledge, knowledge management, knowledge management procedures, intellectual capital

The paper briefly describes the manner in which quality concept has evolved from inspection and quality control, to quality management system, stressing the contribution of a so-called „quality guru“ and subsequent excellence which has become a form of standard for a successful performance. The series of quality management standards and quality management systems are presented, together with current versions of related standards and manners in which they can be applied in organizations. Quality management systems need to be constantly improved through the concepts defined in the very standards. The organization, which sets the quality as one of its priorities, actually puts the customers’ needs and satisfaction first. The paper provides the main guidelines for achieving quality in an organization and methods for measuring customer satisfaction.

Key words: quality; customer satisfaction; management systems; standards

The objective of this paper is to present the basic processes in the insurance companies, which are related to the risk assessment of the critical infrastructure. The term critical infrastructure was defined pursuant to the domestic and European legislation. The role of the insurers, namely its sector in charge of the risk assessment and control in critical infrastructure protection was presented. The paper also shows the characteristic parts of the critical infrastructure of certain insureds, identified as critical by the insurers, and, as such, considered in the scope of the activities of the sector in charge of risk assessment and control.